The IT Operations Manager provides direction for technology support services for both internal and external users of MHP technology resources, the frontline of customer support (help desk) for company information systems and oversees problem resolution support to end users. The IT Operations Manager oversees implementing and supporting MHP technology platforms to meet the goals of the agency and coordinates all IT requirements related to new deployments and projects.

This is a hybrid position, located at 833 Chestnut St, Suite 1100, Philadelphia, PA 19107. The hybrid schedule requires three consecutive days in-office. The schedule will be Monday - Friday, 8:00AM - 4:00PM. The salary range for this position will be $75,000 - $85,000.

As an MHP employee, you will have access to the following benefits:

• Generous Paid Time Off (Up to 39.5 paid days off per year!)
• Medical, Dental & Vision Insurance
• No Cost Life and Disability Insurance
• Flexible Spending Accounts
• No Cost Employee Assistance Program
• Retirement Plan with Annual Discretionary Employer Contribution
• Employee Referral Bonuses
• Tuition Reimbursement
• Federal Student Loan Forgiveness Program
• Continuous Growth & MHP Sponsored Training Opportunities

MHP is the proud recipient of Mental Health America's 2025 Platinum Bell Seal Award—an national recognition for our commitment to nurturing mentally healthy workplaces. Join us in revolutionizing workplace well-being and raising the bar for mental health excellence!

ESSENTIAL JOB DUTIES

• Assume the leadership and responsibility of the IT Team. Serve as the primary point of contact between internal and external stakeholders.
• Work along with managed service provider to achieve strategic objectives including disaster recovery and preparedness, IT Compliance, hardware and software monitoring, network and infrastructure updates, IT security maintenance, and IT policy development and implementation.
• Steward the relationship with the Managed Service Providers by establishing ongoing meetings to achieve project outcomes and to liase with the CFO for ongoing IT functionality.
• Keep the CFO informed of IT Department issues including staffing, workflow failures, outages and any other matters that can threaten both the department and the organization.
• Prepare reports for internal and external stakeholders as necessary, including the IT departmental report for the board of directors' meeting.
• Serve on the Senior Leadership Team and provide advice to leadership on cost savings, use of technology, and other projects that need support.
• Provides direction to internal and external help desk staff; prioritizes helpdesk requests and ensures proper staffing.
• Promotes a team environment that creates a safe space for staff to perform at their best.
• Identifies the need for staff training and development and ensures completion.
• Tracks and analyzes support calls and information requests; identify areas of need and create strategies to enhance end-user capacity and end-user reliance on support personnel.
• Develops and maintains procedures related to monitoring, tracking, and coordinating Help Desk activity.
• Oversees and troubleshoots network/connectivity issues for Comcast, FIOS, Zayo and Meraki controllers.
• Manages equipment inventories; assesses needs, coordinates purchase orders and orders equipment as appropriate, identifies and removes technology equipment from service and assists with the proper disposal/asset recovery or coordinates recycling as necessary.
• Coordinates projects related to deployments; office moves and software/hardware upgrades.
• Establishes and monitors service level targets/benchmarks and measures performance against those benchmarks.
• Manages and negotiates vendor contracts with vendors such as Verizon Wireless, Vonage, Ricoh, Comcast, Verizon FIOS, Zayo, Tech Impact.
• Manages and supports MHP third party application pool including MIP, Constant Contacts, Comm100, Knowbe4, Zoom, Little Green Light, Thinkific, Bassets, Verkada, Adobe, Sharefile, Tech Soup, Cloudfare, Fiscal Note.
• Oversees and processes requests for the IT department budget and expenses.
• Administers MS365 Entra accounts, group memberships, Google Workspace, etc.; acts as the gatekeeper for access to MHP networks and applications.
• Strong knowledge of Sharepoint and MS Teams administration.
• Administers and configures MHP VOIP phone system, including moves and changes
• Supports Electronic Health Records (EHR) maintenance, including but not limited to attending training and meetings with staff and vendors and participating in enhancements; assists with the resolution of EHR help desk support tickets.
• Hires, trains, evaluates and develops IT staff in support of MHP and Recovery core policies, practices and principles; address and monitor the specific goals and assignments of each staff member by facilitating regular supervisory meetings.
• Creates, maintains, and analyzes a variety of tabular and graphical reports across all systems for ongoing departmental and external auditing needs as required.
• Oversee mobile administration (Verizon, Intune, Apple Business Manager).
• Facilitates Departmental meetings, which includes developing agendas and keeping track of priorities.
• Maintains compliance with all MHP policies and procedures. Reports known conduct taken by any MHP employee which violates any MHP policy or law on which you have been trained, or should know of, such as laws criminalizing theft or violent crimes, and reports the matter to management or to the Director – Quality Improvement; Compliance and/or Human Resources.
• Other duties as assigned to fulfill MHP’s mission.

• Bachelor's degree in Information Technology or related field.
• 7+ years’ experience in technology support operations.
• 3+ years’ experience in supervising staff and/or consultants.
• Strong knowledge of MS Office 365 administration and Google Workspace.
• Experience troubleshooting both hardware and Microsoft operating systems.
• Demonstrated knowledge of Microsoft Office applications and Windows 11.
• Experience in the Behavioral health field is a plus.
• Must be able to work under pressure and meet deadlines while maintaining a positive attitude and providing exemplary customer service.
• Strong skillsets in oral and written communication, interpersonal relationships and teamwork, attention to detail, customer service, time management, autonomy, problem solving, and organization.
• Effective project and process management skills as demonstrated from past work experience; must have the ability to work on multiple projects with multiple deliverables.
• Must be proactive and can work both independently and collaboratively with colleagues, end users, and external vendors.
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
• Ability to maintain confidentiality with sensitive data (HR, Finance, Compliance matters).
• Must possess a valid driver’s license.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is required to:

• Sit at a desk with ergonomically appropriate equipment for a majority of the work day.
• Lift up to 15 lbs.
• Ability to maintain regular, punctual attendance and be available for flexible work schedules, including evenings and weekends and/or overtime as needed.
• Ability to perform the essential job functions while meeting qualitative and/or quantitative productivity standards safely and successfully with or without reasonable accommodation.
• Walk around multiple MHP locations and in the community in areas that may not be handicap accessible. May be required to have the ability to enter, exit and drive personal or agency vehicles and/or public transportation depending on the department's needs.
• Must be able to communicate regularly and effectively, which includes frequent talking, active listening, retaining relevant information and speaking clearly and accurately; possible exposure to loud and/or vulgar language and hostile gestures.

Reasonable accommodations will be made to enable individuals with disabilities to perform their essential job duties.