IT Manager - Albuquerque & Santa Fe – starting at 75k up to 85k

IT Operations & Service Delivery

• Own the effectiveness of day-to-day IT support, including ticket priorities, response expectations, escalation paths, workload balancing, and recurring-issue analysis.
• Maintain reliable network connectivity and access to S2’s SaaS systems and other critical technology resources.
• Provide technical escalation support and resolve complex issues when appropriate. Step into frontline support when needed.

Team Leadership

• Directly supervise the Help Desk Technician and future IT staff, including priorities, coaching, development, performance evaluations, performance management, and corrective action in coordination with HR and leadership.
• Identify staffing and coverage needs and participate in hiring recommendations; executive leadership retains headcount and hiring approval.

Systems, Security & Vendor Management

• Manage the technical administration, reliability, access, licensing, and support of S2’s Microsoft 365, SharePoint, Teams, Rackspace, telecommunications (Nextiva), and other SaaS technology.
• Manage day-to-day IT vendors and service providers. Monitor performance, cost, licensing, utilization, and recurring service issues.
• Maintain operational security controls including access management, MFA, backup practices, and remediation identified through security assessments.
• Partner with HR on onboarding, role changes, and terminations. Ensure urgent access removal when security or PHI risk requires immediate action.

Projects, Budget, Assets & Documentation

• Lead technology projects when IT is the primary driver and serve as technical lead on broader operational projects. Schedule disruptive implementations outside production hours when needed.
• Administer the IT budget within leadership-established limits, including expenditure tracking, receipts, subscriptions, licensing, vendor costs, and cost-saving recommendations.
• Manage technology asset lifecycle planning, inventory standards, purchasing recommendations, replacement planning, and disposal.
• Build and maintain current IT documentation that supports cross-training, coverage, and reduced reliance on individual knowledge.

Performance Management & Technology Planning

• Establish and manage a weekly IT scorecard, identify meaningful KPIs, monitor trends, and take corrective action when performance falls outside expectations.
• Participate in annual and as-needed technology planning by identifying risks, lifecycle needs, capacity concerns, major investments, and opportunities to improve efficiency or support company growth.
• Recommend technology, vendor, and system changes to the Director of Business Operations. Decision authority may expand over time as sound judgment is demonstrated.

Site & Availability Expectations

• Home office in Albuquerque with regular onsite presence in Santa Fe approximately 1-2 days per week based on operational needs.
• Remain available to coordinate/resolve S2-related technology issues at LANL, recognizing that LANL maintains primary control over its technology infrastructure and access.
• This is primarily a normal-business-hours role. Routine after-hours support is not expected, except for urgent security/access events or planned disruptive technology changes that must occur outside production hours.

Qualifications

• Progressive experience in IT operations, systems administration, technical support, or a related technology function, with demonstrated leadership of technical staff or teams.
• Working knowledge of Microsoft 365, Windows environments, SaaS platforms, identity/access management, networking, endpoint technology, and vendor-supported systems.
• Demonstrated ability to troubleshoot complex issues, lead technology projects, manage vendors, maintain documentation, and communicate clearly with users and leadership.
• Healthcare, HIPAA-regulated, or multi-site experience preferred.
• Bachelor’s degree in a related field preferred; equivalent relevant experience fully acceptable. Relevant certifications are a plus but not required.

Primary Measures of Success

• The Help Desk Technician receives clear priorities, coaching, support, and effective escalation assistance.
• Employees experience reliable and responsive IT support.
• IT spending is visible, monitored, accurately documented, and actively managed.
• IT documentation is current, organized, usable, and reduces reliance on individual knowledge.