Senior Manager of Information Technology

Overview

Education At Work (E@W) enables students from traditionally underserved communities to secure a high-quality post-graduation job through evidence informed work-based learning programs. E@W aims to equip students with the high-value skills and experiences sought in the professional world by offering meaningful work opportunities.

If you love the pursuit of excellence and are inspired by empowering a student-centered culture to fulfill the E@W mission, we invite you to learn more. We offer unique opportunities to work on rewarding projects in an environment that appreciates diversity, focuses on talent development, and recognizes and rewards exceptional work.

Position Summary :

The Senior Manager of IT will be responsible for overseeing all aspects of IT operations at Education At Work, based out of our Tempe, Arizona office. This leadership position will manage the Network Engineer, Service Desk, and System Administrator, while partnering closely with the Security and Compliance teams to ensure smooth, secure, and efficient IT operations. The Sr. Manager will play a critical role in delivering high-quality technology services to internal stakeholders, ensuring that IT systems align with organizational goals and compliance standards.

Essential Functions

• Oversee and manage all IT operations, including network infrastructure, service desk support, and system administration.
• Collaborate with Security and Compliance teams to ensure adherence to regulatory requirements and internal policies.
• Manage incoming service desk requests through Solar Winds (phone, email, in-person), ensuring timely and effective issue resolution.
• Develop, enforce, and improve Service Desk request handling and escalation procedures.
• Provide hands-on technical support and guidance for escalated IT issues when necessary.
• Analyze service desk metrics and data to improve operational efficiency, service quality, and team performance.
• Develop, document, and train teams on IT processes, including creating process documentation, flowcharts, work instructions, and operational guides.
• Lead ITIL-based process improvements, driving continual improvements in service delivery and operational processes.
• Monitor IT system performance, develop plans for disaster recovery, and maintain system integrity across all operations.
• Use data-driven decision-making to recommend and implement process improvements that increase operational efficiency and align with organizational goals.
• Lead project management efforts for enterprise-level IT projects, from initiation to successful completion.
• Maintain knowledge of emerging technologies and best practices relevant to the organization's needs and implement them as necessary.
• Plan capital budgets and work with the EAW management team to procure and manage EAW technology and facility assets.
• Define a technology roadmap plan, which is aligned with operational requirements, and identifies potential technology capital investments.
• Define and create processes which improve business productivity and enable EAW to be compliant with client requirements.
• Manage the implementation of disaster recovery plans in the event of a disaster or emergency that interrupts normal information system operations.
• Hire, train and mentor IT staff members and students in a dynamic and fast changing environment.
• Monitor vendor performance and adherence to contract terms, ensuring quality of service delivery.

Education & Experience

Technical Skills

Other Skills

Working Conditions

Exempt

$80,000 - $100,000 a year

The Americans with Disabilities Act of 1990 (ADA) prohibits discrimination in compensation and employment opportunities against qualified individuals with disabilities. To determine whether an individual is qualified, the essential functions of each job must be identified. Essential functions are those that are intrinsic to the position, and that the individual(s) who holds the jobs must be able to perform with or without reasonable accommodation.

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