Technology Support & Security Manager

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About RISE Partnership

At RISE Partnership, we partner with unions, responsible employers, and public agencies to support caregivers and public service workers. We give workers the resources they need to make the most of their union-negotiated training and benefits.

Our work is grounded in our core values: respect, integrity, service, and equity. These values guide how we deliver workforce solutions, like training, benefits navigation, job matching, and career development. We address the unique challenges Oregon workers face to ensure all workers have access to services and support that help them grow, thrive, and feel confident in their work and communities.

About This Role

The Technology Support & Security Manager reports to the Technology & Applications Manager and operates within the Information Systems department and Shared Services model to deliver secure, responsive, and high-quality support to RISE staff.

This role leads IS security operations and is accountable for Microsoft 365 security, SaaS application security, and overall system security. Responsibilities include security architecture, configuration, monitoring, and risk mitigation—not just administration—while tracking and reporting on security posture, incidents, and improvements.

The position supervises frontline support staff for the help desk, ensures reliable and secure service delivery. This includes ownership of helpdesk processes, help desk success metrics, and maintaining hands-on involvement through escalation support and backup helpdesk coverage. It also supports efficient resource use, fosters cross-department collaboration, and enables staff to focus on high-impact program delivery.

Essential Functions

Enterprise Security Operations:

• Owns Microsoft 365 security architecture, including Entra ID, Conditional Access, MFA, DLP, Defender, and compliance configurations, ensuring alignment with established security policies and standards
• Develops, implements, and enforces security policies, standards, and best practices aligned with organizational risk tolerance, compliance requirements, and evolving threats
• Partners with stakeholders to operationalize security policies through system configuration, access governance, and standardized processes across applications
• Drives policy adoption through structured rollout plans, including communication, training, and system-level enforcement mechanisms
• Continuously monitors security posture, alerts, and vulnerabilities; ensures policy compliance through proactive monitoring and leads incident response and remediation activities
• Conducts risk assessments to identify gaps between policy and practice and drives continuous improvement of both policy frameworks and technical controls.
• Owns identity and access management policies and their implementation, including account provisioning, deprovisioning, licensing, permissions, and role-based access models
• Leads the implementation of data governance policies, including retention, archiving, classification, and access controls, ensuring compliance through system configuration and monitoring
• Establishes repeatable processes and templates for policy creation, approval, implementation, and ongoing review
• Leads the development, documentation, and lifecycle management of security policies governing Microsoft 365 and SaaS platforms, translating organizational requirements into enforceable technical controls
• Ensures access controls are consistently applied and enforced across systems in accordance with policy and least-privilege principles
• Implements and maintains Microsoft 365 security controls (MFA, Conditional Access, secure sharing, email protection) as direct enforcement of organizational security policies
• Leads SaaS security across platforms (Salesforce, JotForm, Asana, etc.), establishing and implementing policies for secure configuration, integrations, and role-based access control
• Regularly reviews and updates configurations to maintain alignment with policy changes, security best practices, and emerging risks
• Monitors security alerts, investigates suspicious activity, and executes incident response in alignment with established policies and procedures, including communication and documentation protocols
• Maintains comprehensive documentation for security policies, standards, procedures, and system configurations, ensuring clarity, accessibility, and consistency across the organization.

Supervision & Service Delivery:

• Supervises and provides daily direction, guidance, and support to the Information Systems Technician and other frontline support staff
• Responsible for Helpdesk metrics and customer satisfaction
• Monitors Helpdesk queues, service levels, ticket quality, and response timelines to help ensure reliable service delivery
• Provides coaching, feedback, training support, and performance input to promote strong customer service and technical growth
• Serves as an escalation point for complex or sensitive technical support issues
• Ensures support work is documented consistently and contributes to knowledge base and end-user documentation development
• Oversees endpoint and device management functions using Microsoft Intune and related tools
• Supports software deployment, patching, endpoint compliance, and routine maintenance to ensure secure and effective operations
• Tracks and manages hardware and software assets and helps coordinate acquisition, setup, and lifecycle processes
• Evaluates new tools, services, and improvements independently or in collaboration with other IS staff
• Assists in the development and maintenance of policies, procedures, and technical standards.

End User Support & Backup Coverage:

• Provides Helpdesk support to users through phone, email, chat, and/or in person as needed
• Acts as backup support coverage during staff absences, peak service periods, or urgent operational needs
• Troubleshoots and diagnoses issues related to workstations, mobile devices, printers, network connectivity, and business applications
• Supports onboarding and offboarding activities, including account setup, equipment preparation, access coordination, and orientation to core tools
• Coordinates pickup, shipment, setup, and maintenance of employee technology, including laptops, monitors, headsets, and peripherals.

Cross-Departmental Collaboration:

• Builds understanding of department workflows and technology needs in order to recommend practical, service-oriented solutions
• Represents the IS team on interdepartmental projects or with partner organizations as needed
• Serves as liaison to vendors and outside service providers related to support, systems, or technology operations
• Helps train staff on new systems, security practices, and technology processes as needed.

Being a Solid RISEr:

• Consistently upholds and aligns decisions with the RISE core values—Respect, Integrity, Service, and Equity
• Consistently integrates the RISE REDI Framework into their work, fostering a positive culture of belonging.