IT Support Manager

Mission Statement

The Children's Network of Hillsborough is committed to working with the community to protect children and preserve families.

General Purpose of Job

The IT Support Manager is responsible for overseeing the daily operations of the IT department, ensuring the stability, integrity, and efficient operation of the information systems that support core organizational functions. This includes managing IT staff, coordinating projects, and supporting the organization in developing and implementing IT policies and systems to achieve the company's objectives.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities

• Team Management:
• Lead, mentor, and develop the IT support team.
• Conduct performance reviews, provide training, and develop staff skill sets.
• Ensure the team provides high-quality, timely IT support and services to all departments.
• System Maintenance and Support:
• Oversee the maintenance and monitoring of computer systems, networks, and related infrastructure.
• Ensure the availability and reliability of IT systems, including servers, networks, and databases.
• Troubleshoot hardware and software issues and perform necessary repairs or replacements.
• Oversee incident and problem management, prioritizing support tickets and ensuring timely resolution of technical issues.
• Act as a point of escalation for complex or critical incidents.
• Project Coordination:
• Assist in planning, coordinating, and executing IT projects, ensuring they are completed on time and within budget.
• Coordinate with various departments to understand their IT needs and implement appropriate solutions.
• Manage IT resources and allocate them effectively to various projects and tasks.
• Security and Compliance:
• Ensure the organization's IT security measures are up-to-date and effective.
• Implement and monitor compliance with IT policies and procedures.
• Stay informed about new security threats and implement proactive measures to mitigate risks.
• Ensure compliance with applicable laws, codes, and regulations
• Reporting and Documentation:
• Prepare and present regular reports on IT performance and project status to senior management.
• Maintain accurate documentation of IT systems, processes, and configurations.

• Ensure proper backup and recovery procedures are in place and regularly tested.

• This role requires the ability to drive to assigned locations as part of regular job duties, and on-site/in-office work is an essential requirement.

• Perform other duties as assigned to support departmental and agency goals, as needed and appropriate to the position.

Working Hours

CNHC's believes in work life balance for all employees. This is an in-office position, Monday-Friday from 8:00am to 5:00pm averaging forty (40) hours per week. Working hours may vary based on business needs.

Travel

Travel between all agency locations is required. As well as travel in and outside of Hillsborough County.

Training

All employees are required to complete fifteen (15) hours of training annually, which may be completed online or in a classroom setting. Employees who hold a credential or license relevant to their position must ensure that all training and continuing education requirements are met to maintain their credential or licensure.

Supervisory Responsibilities

This position will oversee the designated staff within the IT support department

Education and Experience

• Associate's Degree in Information Systems, Business, Communications, or a related field required, with a minimum of 10 years of relevant technical experience.

• Bachelor's degree in information technology, computer science, or a related field preferred, with a minimum of three years of relevant technical experience

• Relevant certifications (e.g., CompTIA A+, Network+, ITIL, PMP) are preferred

• Previous supervisory or team lead experience of three years, preferred

Skills and Abilities

The IT Support Manager must demonstrate strong leadership and technical expertise, with the ability to oversee daily IT operations, manage support teams, and ensure timely resolution of technical issues. This role requires advanced problem-solving and analytical skills, excellent communication and interpersonal abilities, and a customer service–focused mindset. The ideal candidate is proficient in network and systems administration, help desk management, cybersecurity best practices, and software/hardware troubleshooting. They must be able to manage multiple priorities in a fast-paced environment, develop and implement efficient IT processes, and provide clear technical guidance to both technical and non-technical staff. A high level of initiative, sound judgment, and the ability to lead projects from planning through execution are essential.

Pre-employment Requirements

Certificates, License, Registrations, backgrounds, drug screens, Etc.

• Proof of valid driver's license is required
• Proof of auto insurance is required
• Proof of education is required
• Driver's license check is a requirement
• Criminal background screening (fingerprinting) (Local Law Enforcement and FBI/FDLE)
• Drug Screening is a requirement
• Children's Network participates in E-Verify

Other Requirements

Language Skills

Ability to read, analyze, and interpret technical documentation, system manuals, and business correspondence. Must be able to effectively communicate technical information clearly and professionally to both technical and non-technical audiences, including staff, vendors, and leadership. Strong verbal and written communication skills are essential to provide guidance, document procedures, and prepare reports.

Mathematical Skills

Ability to apply basic mathematical concepts to analyze data, track metrics, and interpret technical and financial information related to IT systems and budgets. Must be able to work with mathematical operations such as addition, subtraction, multiplication, and division, as well as calculate figures and amounts such as percentages, ratios, and averages. Ability to apply concepts of basic algebra and statistics to support problem-solving, capacity planning, and resource allocation.

Reasoning Ability

Ability to identify, analyze, and solve complex technical and operational problems using sound judgment and logical thinking. Must be able to interpret a variety of instructions furnished in written, oral, diagram, or schedule form and apply critical thinking to develop effective solutions. Strong decision-making skills are required to assess situations, anticipate issues, and implement appropriate corrective actions. Ability to adapt to changing priorities, evaluate multiple variables, and make well-informed decisions in high-pressure or time-sensitive situations.

Physical Demands

While performing the duties of this position, the employee is regularly required to sit, stand, and use hands and fingers to operate computers, telecommunication devices, and other office or IT equipment. The role may require occasional lifting and moving of computer hardware, servers, or other equipment up to 50 lbs. The employee must have the ability to travel between office locations or job sites as needed and may be required to bend, reach, or climb ladders for equipment installation or maintenance. Vision and hearing sufficient to perform essential job functions are required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Work Environment

This is an in-office and on-site based position that involves travel among agency locations, extended periods of computer work, and frequent interactions across multiple departments. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

ADA: Children's Network of Hillsborough, LLC will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

EEO: Children's Network of Hillsborough, LLC does not discriminate based on race, national origin, gender, religion, veteran status, or disability in employment, in provision of services, or in access to programs.

Children's Network of Hillsborough, LLC is a Drug-Free Workplace.