Technical Operations Manager

POSITION DESCRIPTION:

Technical Operations Manager

About Samaritans Southcoast - Overview: 

For over 40 years, Samaritans Southcoast, Inc. has answered calls from anyone of any age needing emotional support, suicide prevention, and crisis intervention.  As southeastern Massachusetts’ 988 suicide and crisis lifeline, Samaritans Southcoast serves Bristol and Norfolk counties by providing high-quality suicide prevention services, crisis intervention, mobile crisis and behavioral health referrals, and support services 24 hours a day, 7 days a week, answering 25,000 calls a year.  In addition to the lifeline, Samaritans Southcoast’s services include Safe Place for suicide loss survivors, Kare Calls for senior citizens, and education and outreach in the community.  As a fully remote center, we employ highly-skilled, trained, caring, and compassionate listeners from around the country who embody our mission “to reduce and prevent future suicides from occurring, to bring attention to the causes of suicide, to eliminate the stigma of suicide, and to support the survivors of suicide victims.”  

Technical Operations Manager Role - Overview:

The Technical Operations Manager role involves designing, controlling, and managing the technical process and operational integrity of technological services provided by Samaritans Southcoast. The Technical Operations Manager serves as a member of the leadership team at Samaritans Southcoast and works collaboratively and independently to create a productive and supportive environment for all team members on the frontlines of suicide prevention. The Technical Operations Manager incorporates best practices and coordinates the operational aspects of a technical process to ensure a smooth running of organizational affairs.

Duties and Responsibilities Include: 

• Handle all IT-related issues by creating, tracking, and coordinating with employees on a resolution. This includes troubleshooting hardware and software problems, network issues, and other technical difficulties.
• Coordinate the technology setup for new hires. This includes setting up the workplace (system websites), providing access to necessary software and systems, and submitting tickets to our provider for setup and deactivation. 
• Track all employee equipment, such as laptops, monitors, phones, and other devices. This includes maintaining an inventory, shipping, tracking equipment assignments, and ensuring all equipment is returned when employees leave the organization.
• Participate in integration meetings to understand new technologies and systems being introduced. Help strategize with program staff on how these changes will impact the hotlines and processes.
• Stay updated on system changes, updates, or potential issues. Alert the team about these changes and guide how to navigate them.
• Provide staff with training and support in using technology. This could include creating user guides, conducting training sessions, and providing one-on-one support as needed.
• Liaise with technology vendors for procurement, troubleshooting, and maintenance of systems and equipment.
• Ensure the organization’s data and systems are secure. This includes managing firewalls, antivirus software, and other security measures, as well as educating staff about cybersecurity best practices.
• Develop and maintain the organization's website.
• Implement new VPN system working directly with TPx technicians and staff to ensure project timeline is adhered to and systems are operating effectively across the organization.  Maintain and report on the system.
• Enter data, track, analyze, and report data organization-wide to meet agency requirements for national and state contracts, funders, and accreditor requirements, including Vibrant, SAMHSA, Massachusetts Department of Public Health, and others as needed.
• Produce data and compliance reports as required to meet international accreditation standards with the International Council for Helplines, national compliance standards with Vibrant, and statewide compliance standards with MA DPH.
• Provide system maintenance and run reports as needed.  Develop and maintain profile forms, reminders, and data for Safe Place attendees and Kare Calls recipients.
• Provide vision and strategic guidance to support program implementation, growth, and expansion, including text and chat. 
• Apply firmware, software, and hardware solutions to meet the technical requirements of Samaritans.
• Set objectives for technical operations as well as implement action plans necessary for achieving set targets.
• Provide the senior staff and the Executive Director with statistical metrics. 
• Partner with the leadership team to analyze, evaluate, and improve center performance relative to strategic goals, including service levels, answer rates, and caller experience.
• Ability to listen and communicate effectively, in writing and verbally.
• Exercise discretion in handling confidential situations and information.
• Convey sensitive information promptly to qualified parties. 
• Maintain composure in high-stress situations. 
• Be able to multitask. 
• Embody Samaritans Southcoast’s befriending methods. 
• Adhere to all Samaritans Southcoast’s policies and procedures and those per the agency’s accreditations, contracts, and partnerships with the International Council for Helplines, Vibrant and 988, Substance Abuse and Mental Health Services Administration (SAMHSA), Massachusetts’ Department of Public Health (DPH), and Emergency Service Providers (ESPs). 
• Other duties as assigned.

Experience and Qualifications: 

• Minimum of a Bachelor’s degree in engineering, computer science, or in a similar discipline and at least five (5) years of professional management experience in with telephony systems, system networks, working proactively to achieve optimization of systems.  Experience working for a nonprofit or similar organization is desired.
• Experience in the field of technical operations or as an IT technician is also required. 
• High comfort level with technology, including computer and internet skills, cloud-based systems, telephony, and integrated systems management. 
• Experience with the Google Workspace, iCarol System or similar cloud-based database, Cisco Webex and TPx Call Center or similar telephony applications, and Zoom required.
• Knowledge of data tracking, utilizing the data for services to inform decision-making.
• Possess fundamentals of supervision and management.
• Ability to problem solve, troubleshoot, think critically, maintain composure, and display good judgment in a fast-paced, ever-evolving remote work environment. 
• Ability to work collaboratively with senior staff colleagues and serve 
• Share On-call Administrator duties with senior staff colleagues.
• Attention to detail and accuracy is required. 
• Desire to help others, display compassion, and maintain confidentiality required. 
• Strong presentation skills.

Special Requirements/Physical Demands/Working Conditions: 

• Must reside locally in Southeastern Massachusetts and within reasonable driving distance to our physical office in Fall River, Massachusetts. 
• Hybrid work with some in-person interaction with staff and colleagues (3 days in the office, 2 days remote).
• Access to active, high-speed internet service is required. 
• Ability to work remotely in a secure, private space where confidentiality can be maintained. 
• Some flexibility in working hours, including some evenings and weekends. 
• Must complete 40 hours of Samaritans Southcoast training. 
• Attend outside training and conferences, refresher training, and staff meetings regularly. 
• A background check is required as part of the application process. 
• CORI check is required upon offer of position.   

Relevant Position Information: 

• Job Title – Technical Operations Manager 
• Reports to: Executive Director 
• FLSA Designation: Exempt
• Job Type: Full-time, 40 hours per week
• Salary: $60,000 
• Paid Time Off (PTO): 120 hours (15 eight-hour days), accrued at a rate of 10 hours for every month worked during year one (non-rollover annually),  and up to 40 hours of sick pay annually (1 hour earned for every 30 hours worked).

To apply:

Interested candidates must complete our online application (Samaritans Southcoast (google.com)) and should submit a cover letter, resume, and a list of three references to:

Natalie Schrager, Human Resources Director, per instructions.

Samaritans Southcoast is an equal-opportunity employer.  No phone calls, please.  Incomplete submissions will not be considered.