IT Manager

Job Purpose:

The IT Manager is responsible for the planning, provisioning, installation, configuration, operation, and maintenance of NorthWind's information systems hardware, software, and supporting infrastructure. The purpose is to lead the IT Team to advance NorthWind's information technology function, ensuring reliable, secure, and forward-thinking infrastructure that enables every team across the organization to operate effectively. The IT Manager is accountable for the health and integrity of NorthWind's systems and cybersecurity posture, the development of a clear technology roadmap, and the proactive identification of technology opportunities that improve internal operations and customer-facing capabilities. This role reports to the Director of Administration.

Job Duties and Responsibilities:

Infrastructure Leadership & Strategy

• Lead the IT Team in the design, evaluation, and continuous improvement of NorthWind's network and systems infrastructure, including availability, utilization, throughput, and latency performance metrics.
• Direct the analysis, selection, procurement, installation, configuration, testing, and rollout of hardware and software solutions, while defining project needs, business benefits, and technical strategy in alignment with organizational goals.
• Define and enforce network policies, procedures, and standards to ensure reliability, scalability, and security across all systems.
• Provide strategic oversight of data center environmental and monitoring systems to ensure operational continuity.
• Maintain and advance expertise in Microsoft 365 features, capabilities, and best practices, leveraging the platform to drive organizational productivity and collaboration.

Supervise and Mentor IT Team

• Directly supervise, coordinate and evaluate the daily activities of the IT personnel.
• Establish clear performance expectations, goals and KPIs with each IT Team member and conduct regular Performance Assessments.
• Identify skill gaps within the team and coordinate targeted training, certifications and learning opportunities.
• Coach and mentor direct reports through complex technical challenges

Cybersecurity, Risk Management, and Disaster Recovery

• Own and lead NorthWind's cybersecurity strategy, establishing and maintaining comprehensive protocols for network access, monitoring, control, and threat response.

• Proactively defend organizational systems against cyberattacks, data breaches, unauthorized access, and emerging security threats.

• Develop, implement, and regularly review security policies and procedures to ensure alignment with current threat landscapes and regulatory requirements.

• Develop, maintain, and regularly test NorthWind's Disaster Recovery Plan (DRP), ensuring the organization is prepared to restore critical systems and data in the event of a disruption, cyberattack, natural disaster, or other business continuity

• Safeguard confidential organizational information through rigorous access controls, monitoring, and incident response planning.

• Ensure the integrity, availability, and confidentiality of all hardware, server resources, systems, and critical processes through daily monitoring and proactive risk mitigation.

Systems Operations & Administration

• Oversee daily system monitoring, including verification of hardware integrity, server resource availability, application logs, and scheduled job completion (e.g., backups and automated processes).
• Ensure the consistent execution of backup operations, confirming that all required file systems and data are successfully backed up to appropriate media, with off-site rotation maintained as required.
• Manage OS patching, system upgrades, and administrative tool updates on a regular and disciplined schedule.
• Administer user account lifecycle management - including creation, modification, and deactivation - in coordination with supervisory and Human Resources direction.
• Configure and deploy new services and system components as organizational needs evolve.
• Provide internal project teams with technical guidance and IT expertise to effectively address and communicate customer-facing IT-related project inquiries.

Network Performance & Reliability

• Monitor, analyze, and tune network performance to maintain optimal operational standards.
• Diagnose and resolve hardware and software issues with urgency and precision, escalating to vendors when appropriate.
• Maintain and continuously improve network connectivity, firewall configurations, and access controls.

Training & Knowledge Development

• Design and deliver training programs that equip users with the knowledge and skills to effectively utilize organizational systems and technology.
• Lead periodic disaster recovery drills and tabletop exercises, documenting outcomes and driving continuous improvement of recovery procedures.
• Maintain current knowledge of emerging technologies, industry trends, and professional best practices through ongoing education, professional publications, and active participation in professional organizations.

Success Metrics and KPIs: (In Order of Priority)

• Infrastructure Reliability- Maintain core system uptime at or above 99.5%, ensuring IT infrastructure is never a source of business disruption or operational risk. Uptime is actively monitored and reported on a regular cadence to leadership.
• Cybersecurity Posture- Ensure NorthWind's systems and data are protected through a current, tested security framework. A verified third-party security audit must be completed annually, with findings documented and a remediation plan executed.
• Disaster Recovery Readiness- Maintain and annually test a documented Disaster Recovery Plan (DRP). Successful completion of a DRP test, with documented outcomes and improvement actions, is the measurable standard.
• Technology Roadmap- Develop and maintain a living 2-5-year technology roadmap that identifies where NorthWind's IT infrastructure and capabilities need to go, why, and at what priority. This roadmap is reviewed with leadership on a defined cadence and updated as the business evolves.
• Cross-Departmental Enablement- Actively identify and deliver technology improvements that help NorthWind's internal teams operate more effectively. Progress is measured through the annual IT Business Plan and validated through a periodic internal survey of department stakeholders, assessing whether IT is enabling or impeding team performance. Consistent positive feedback and demonstrated delivery of departmental initiatives are the standard.
• This job description is not designed to contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice. *

Knowledge and Skill Requirements:

• Advanced expertise in network architecture, design, and troubleshooting.
• Strong knowledge of server infrastructure design, administration, and troubleshooting.
• Demonstrated understanding of cybersecurity principles, frameworks, and best practices.
• Proven ability to develop and execute IT strategy in alignment with organizational goals.
• Ability to adapt effectively in a dynamic and evolving technology environment.
• Excellent written and verbal communication skills, with the ability to convey technical concepts to non-technical stakeholders.

Required Qualifications:

• A minimum of a 2-year degree in Information Technology, Computer Science, Management Information Systems, Software Engineering, or a closely related field, plus six (6) years of relevant professional experience.

OR

• A 4-year Bachelor's degree in Computer Science, Information Technology, Computer Engineering, or a related discipline, plus four (4) years of relevant professional experience.

Preferred Qualifications:

• Industry certifications such as CompTIA Security+, CISSP, Microsoft Certified: Azure Administrator, or equivalent are strongly preferred.
• Experience leading IT teams or managing enterprise-level infrastructure projects.

Preferred Characteristics:

• Ability to build effective relationships that are focused on integrity and trust.
• An attitude of dedication to achieve professional success.
• A focus on serving internal and external customers with respect, understanding, and empathy.
• Ability and willingness to recognize the intrinsic value of every person.
• Drive and curiosity to explore new technology and innovation for continued growth and improvement.

Physical Abilities/Work Environment:

• May require occasional evening and weekend hours, sometimes with limited advance notice.

• Limited travel requirements; a valid driver's license is required.

• Physical demands include, but are not limited to, climbing and occasionally exerting up to 50 pounds of force.