Salary: $130,000/year - $140,000/year
Position Summary
The Manager of IT Support Services provides leadership and oversight of the IT Support Services team and third-party service providers responsible for supporting Children’s Aid technology. This role manages the day-to-day activities of the IT Support Services function, ensuring service levels are consistently met or exceeded while continuously evaluating processes, systems, and workflows to improve the effectiveness, quality, and efficiency of technology support services.
Working closely with IT leadership and key business stakeholders, the Manager of IT Support Services helps ensure appropriate support for existing and modern technology solutions while fostering solid professional relationships across the organization. The role promotes a culture of exceptional customer service, continuous improvement, collaboration, and operational excellence.
Reporting to the Director of Business Applications, this role is accountable for IT support operations, service delivery, staff leadership, vender management, and continuous service improvement in alignment with Children’s Aid’s mission, values, and operational priorities.
Children’s Aid Mission
To help children in poverty to succeed and thrive. We do this by providing comprehensive support to children and their families in targeted high-needs New York City neighborhoods. Children’s Aid annually serves children and their families at over forty sites in New York, as well as through three national program models. Children’s Aid is concentrating its efforts on creating cradle-through-college pathways in high-need neighborhoods, with a focus on children’s health, family stability, education, and social and emotional development.
Culture and Values
We put children, youth, and families first: We listen to and incorporate the voices of children, youth, and families in all that we do.
We seek equity and transformation in our communities: We courageously work within and outside systems to create opportunities for children, youth, and families.
We strive for excellence: We hold ourselves to the highest standards and are committed to continuous learning and improvement.
We are powered by collaboration: Our work is stronger when we trust, partner, and respect each other and the communities we serve.
We are driven by compassion: We lead with kindness, care, and empathy and believe in the endless potential of the people we serve and our team.
Essential Duties and Responsibilities
IT Support Operations & Service Delivery
- Lead the daily operations of the IT Support Services team, including oversight of third-party service providers supporting Children’s Aid technology.
- Ensure IT Support team meets or exceeds service level agreements(SLAs) and provide regular reporting on key performance metrics and service attainment.
- Manage operational and business functions including customer service, liaison activities, and system and network inventory management, IT project coordination, communications, and staff oversight within the context of network and system support.
- Performs other duties as assigned.
Customer Service & Continuous Improvement
- Foster a customer-focused environment that emphasizes responsiveness, accountability, and continuous improvement.
- Promote awareness of emerging business needs and technology developments that enhance organizational effectiveness.
- Contribute to a high performing, collaborative team through effective communication, partnership, and shared accountability.
Leadership & Staff Development
- Supervise, coach, and develop IT Support Services staff while fostering an environment that encourages professional growth, engagement, and retention.
- Provide technical guidance, career development support, and meaningful performance feedback that aligns individual growth with departmental and organizational goals.
- Oversee day-to-day work assignments, establish performance expectations, and complete performance evaluations and goal-setting activities.
- Create an environment that supports innovation, continuous learning, and the adoption of modern technologies.
Stakeholder Collaboration
- Partner with IT leadership to ensure appropriate support service levels for existing and modern technology solutions.
- Build and maintain strong professional relationship with IT colleagues, business stakeholders, and service providers to support effective communication and service delivery.
- Collaborate effectively with individuals possessing varying level so technical expertise to resolve issues and support organizational objectives.
Additional Responsibilities
- Regular in-person collaboration with team members and cross functional partners is an essential function of the role and supports effective communication, operational execution, and service delivery.
Minimum Qualifications
- Bachelor’s degree in Business Informatics, Computer Science, Information Technology, or related field preferred, or equivalent combination of education and progressively responsible experience.
- Minimum of ten (10) years of IT operations in technology, service delivery, or IT support leadership.
- Minimum of five (5) years of experience managing IT teams, contractors, or third-party vendors, including performance oversight and service delivery accountability.
- Experience managing IT support operations including service support performance, incident and request coordination, and service level agreement (SLA) monitoring.
- Experience overseeing IT operational functions such as customer service, IT project coordination support, and liaison functions between IT and business stakeholders.
- Strong project leadership experience with the ability to manage multiple concurrent initiatives and priorities.
- Experience working with third-party contractors and cloud-based technology environments.
- Proficient analytical, problem-solving, and troubleshooting skills.
- Ability to analyze operational data and service metrics to identify trends and opportunities for improvement.
- Ability to work effectively in environments with shifting priorities, ambiguity, and time-sensitive operational needs.
- Exceptional organizational skills with the ability to manage multiple priorities simultaneously.
- Ability to build effective working relationships across technical and non-technical stakeholders.
- Great verbal and written communication skills, including ability to communicate technical concepts clearly to diverse audiences.
- Experience developing, coaching, and evaluating staff performance in alignment with organizational goals.
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint); experience with Power BI or similar reporting tools preferred.
- Experience with IT service management or project tracking systems (e.g., SysAid, Asana, or similar platforms).
- Commitment to continuous improvement in IT service delivery, operational effectiveness, and customer service.
- Commitment to Children’s Aid’s mission and values.
It is the policy of Children's Aid to provide equal employment opportunity to all employees and applicants for employment and is dedicated to maintaining a work environment that is free from harassment and discrimination. Children's Aid will not tolerate discrimination, harassment, or retaliation on any basis, including race, creed, color, national origin, ethnicity, alienage or citizenship status, gender/sex (including pregnancy), disability, religion, source of income, sexual orientation, gender identity or expression, age, familial status, caregiver status, military status, marital or partnership status, status as a victim of domestic violence, sexual violence or stalking, predisposing genetic characteristics, arrest or conviction record, credit history, unemployment status or any other characteristic protected by federal, state or local law. Children’s Aid is committed to complying with applicable state and local laws governing non-discrimination in employment. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Children’s Aid will conduct a prompt and thorough investigation of all allegations of discrimination, harassment, retaliation, or any violation of the Equal Employment Opportunity Policy in a confidential manner and will take appropriate corrective action, if and where warranted. Children’s Aid prohibits retaliation against employees who provide information about, complain about, or assist in the investigation of any complaint of discrimination or violation of the Equal Employment Opportunity Policy.
The incumbent is expected to work a schedule, whether in-person or hybrid, as determined by the department's needs to facilitate effective collaboration with the team. This flexibility is essential for maintaining seamless communication, fostering teamwork, and ensuring the smooth operation of the department's processes. The position's requirements are subject to periodic review and adjustment based on organizational needs and changes in work dynamics.
Required
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5 - 6 years: Experience managing IT teams, contractors, or third-party vendors, including performance oversight and service delivery accountability.
- 10 - 11 years: Experience with IT operations in technology, service delivery, IT management, or support leadership
Required
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Bachelors or better in Information Technology or related field
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
