IT Operations Manager

Replies within 24 hours Benefits:

• 403(b) matching
• Competitive salary
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Wellness resources

OVERVIEW:    Under the limited supervision of the Vice President of IT, Facilities and Transportation, the IT Operations Manager will oversee BGCCP’s IT infrastructure, systems, and service relationships. This role ensures that our external Managed Service Provider (MSP) meets performance standards and that internal technology needs are addressed strategically and efficiently. The ideal candidate is technically proficient, detail-oriented, collaborative, and eager to support AI adoption and digital innovation initiatives.   ESSENTIAL DUTIES AND RESPONSIBILITIES    Vendor & MSP Oversight

• Serve as the primary liaison between BGCCP and our MSP, ensuring all Service Level Agreements (SLAs) are met or exceeded.
• Monitor helpdesk performance, ticket resolution times, and user satisfaction.
• Escalate and coordinate complex issues with the MSP while maintaining transparent status logs.
• Review MSP contracts and recommend optimizations in service delivery and cost efficiency.

Systems Management & Security

• Provide in-person, phone, and remote troubleshooting for hardware, software, network, and connectivity issues.
• Set up, configure, and maintain computers, tablets, printers, and peripheral devices.
• Support onboarding and offboarding processes, including account creation, software assignments, and device preparation
• Assist with maintaining inventory of IT equipment, licenses, and accessories.

Process Improvement & Strategy

• Collaborate with departments to identify pain points and implement scalable IT solutions.
• Analyze technology trends and propose strategies to improve user experience and reduce operational friction. 
• Standardize Standard Operating Procedures (SOPs) for routine IT tasks and internal documentation.

AI Collaboration & Innovation

• Assist the VP, IT in researching and deploying AI tools to enhance internal productivity and innovation.
• Train staff to use AI tools effectively for documentation, grant writing, and operational efficiencies.
• Provide feedback and testing support for internal AI systems under development.

End-User Support & Training

• Act as a secondary escalation point for key user concerns, especially for leadership and high-priority tech users.
• Train staff in Office 365 applications and other core systems to improve digital literacy.
• Ensure all club sites and remote locations have the necessary support and resources for connectivity and uptime.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:  

• High School Diploma or GED Equivalent.
• 3+ years of experience in IT systems administration or operations, preferably with vendor oversight.
• Expertise in Microsoft Office 365 administration, including Exchange, SharePoint, Teams, OneDrive, and Security & Compliance.
• Familiarity with ITIL or IT service management best practices.
• Understanding of AI tools such as ChatGPT, Microsoft Copilot, or Notion AI and their application in nonprofit settings.
• Excellent communication, organizational, and time management skills.
• Ability to work independently while maintaining collaborative transparency with leadership Ability to travel between multiple sites as needed.
• Must champion and uphold our F.A.C.E.S. core values: Fun, Accountability & Integrity, Collaboration & Respect, Excellence, and Service.
• Valid driver’s license

   PREFERRED QUALIFICATIONS:   

• Bachelor’s degree from an accredited college/university.
• Experience with Microsoft 365 administration, Google Workspace, or similar cloud-based platforms.
• Familiarity with helpdesk ticketing systems.
• Basic networking knowledge (LAN/WAN, switches, access points).
• Experience supporting multi-site organizations or youth-serving environments.

   HEALTH AND MEDICAL REQUIREMENTS     NC Child Care Site: Must successfully complete a drug screening, background check, fingerprinting, health examination and TB test prior to employment.   Non-NC Child Care Site: Must successfully complete a drug screening, background check prior to employment.    ENVIRONMENT AND WORKING CONDITIONS:  Daily contact with Club leaders, Club members, outside orga