Senior Manager of Information Technology

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.

• 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.

• Bachelor’s degree in Computer Science, Information Technology or related field.
• 5+ years in a supervisory or managerial IT role with direct experience in IT operations. This experience should also include 2-3 years of project management experience, with a focus on delivering enterprise-level IT solutions.
• 5+ years of experience supporting IT customers and enterprise environments.
• 2-3 years of experience managing service desk teams and on-call platforms.

• Proficiency in managing IT systems, network infrastructure, and service desk operations.
• Experience with Microsoft technologies (Azure, Active Directory, Windows OS, SQL Server, etc.).
• Understanding of IT security and compliance regulations.

• Strong leadership and team management abilities, with experience coaching and developing teams.
• Excellent verbal and written communication skills.
• Strong problem-solving, multitasking, and decision-making skills.
• Ability to analyze, interpret, and present complex data effectively.
• Understanding of information security and experience in complying with various data security standards (ISO-27001, PCI-DSS). Prefer some kind of cyber security certification (e.g. CISM, CISA, SSCP, CompTIA Security, etc.)
• Extensive experience and understanding of the contact center industry and technologies commonly used to support modern contact centers. (Experience with Alvaria contact center platforms is a plus.)
• Experience in planning, building and maintaining contact center facilities, including site selection, architectural design, city permitting and general contractor management.

• Requires prolonged sitting with some bending, stooping and stretching.
• Eye-hand coordination and manual dexterity sufficient to operate a keyboard, telephone, and other office equipment.
• Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports.
• Requires moderate to intense concentration due to complexity and/or need to meet deadlines, and flexibility to readily adapt to a changing environment.
• Work hours may include evening hours.
• The position requires 15-20% domestic travel with some overnight travel required.

$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.