Leading day-to-day IT operations and ensuring reliable, secure, and responsive technology services across the Institute on Aging is the core of this role. The Director manages the organization’s managed service provider (MSP), oversees Microsoft 365 and core infrastructure, and coordinates cybersecurity operations and end-user support. This position focuses on operational execution, security, and continuous improvement rather than enterprise-wide technology strategy, business application ownership, or data and analytics architecture.
Responsibilities
Manage day-to-day IT operations, establishing service priorities, operating procedures, and improvement plans aligned with the CTO’s direction and organizational needs
Manage the MSP relationship and service delivery, including service-level agreements, support coverage, regular service reviews, escalations, and corrective actions
Maintain clear ownership between internal staff and external providers
Oversee administration, security, and ongoing improvement of Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, identity and access management, and endpoint management, in coordination with the MSP
Maintain reliable core infrastructure, including networks, connectivity, wireless services, servers, cloud infrastructure, endpoints, and related services
Lead end-user support and service management, including incident and request handling, escalation, knowledge documentation, employee onboarding and offboarding, device provisioning, and timely access changes
Coordinate cybersecurity operations with internal security staff and service providers, including security monitoring, vulnerability remediation, endpoint protection, access reviews, and security awareness training
Escalate material risks and incidents to the CTO
Implement and maintain IT security policies, controls, and documentation in support of applicable privacy and security requirements, including HIPAA
Coordinate annual risk assessments, audit evidence, and remediation activities with the CTO and appropriate compliance and privacy stakeholders
Maintain and test IT backup, restoration, disaster recovery, and incident response procedures with the MSP and internal stakeholders
Support organizational business continuity planning and coordinate technology recovery during disruptions
Partner with business application owners and vendors on infrastructure, access, integrations, and technical troubleshooting needed to support their systems, including electronic health information systems, without owning clinical workflows or business application strategy
Coordinate IT infrastructure requirements for facilities projects, office moves, and site changes, including connectivity, cabling, network equipment, and audio-visual services
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Manage related vendors, schedules, and approved costs across California sites, with occasional driving or air travel as needed
Ensure remote and field-based employees have secure, supportable technology, including managed devices, mobile services, remote access, and collaboration tools
Coordinate practical user guidance and training
Manage IT operational projects and changes, coordinating testing, communications, documentation, and user readiness
Report service performance, recurring issues, security remediation progress, and project status to the CTO and relevant stakeholders
Manage assigned IT operating expenses and contribute to budget planning
Identify cost efficiencies and submit recommendations for approval
Lead and develop internal IT staff through clear priorities, effective delegation, coaching, cross-training, and documented responsibilities
Coordinate staff and MSP coverage to deliver responsive support and maintain continuity of essential IT services
Evaluate IT service providers and proposals, define operational requirements, and support contract and renewal reviews with the CTO and appropriate internal partners
Monitor vendor commitments, security requirements, and adherence to applicable procurement requirements
Requirements
At least 7 years of progressive experience in IT operations, infrastructure, or service delivery, including at least 3 years managing IT staff and external service providers
Experience supporting a multi-site organization
Bachelor’s degree in information technology, computer science, information systems, or a related field, or an equivalent combination of relevant education and experience
Experience in a healthcare or other regulated environment and familiarity with HIPAA preferred
Experience leading IT staff, setting priorities, delegating work, coaching team members, and coordinating responsibilities between internal teams and external providers
Demonstrated ability to deliver IT infrastructure and operational improvement projects, manage competing priorities, and apply practical project and change management disciplines
Strong working knowledge of Microsoft 365 administration and security, including Exchange Online, Teams, SharePoint, OneDrive, Microsoft Entra ID, and Microsoft Intune or comparable endpoint management tools
Technical experience supporting networks, connectivity, wireless infrastructure, endpoints, server and cloud environments, backups, and disaster recovery
Ability to troubleshoot complex issues and direct appropriate provider support
Experience with IT service management practices, including ticketing, incident and problem management, onboarding and offboarding, asset management, and service performance reporting
Demonstrated experience managing an MSP or comparable outsourced IT services relationship, including service-level monitoring, escalations, service reviews, contract renewals, and vendor accountability
Experience managing IT operating expenses, technology procurement, software licensing, asset lifecycles, and vendor costs within approved budgets
Strong customer service orientation and communication skills with the ability to collaborate with and support a diverse range of internal clients
Ability to develop strong relationships within a fast-paced, multi-faceted organization that values diverse opinions
Enthusiasm for working in an entrepreneurial and innovative environment
Ability to maintain clear technical documentation and communicate service issues, risks, and recommendations to nontechnical audiences
Relevant Microsoft, ITIL, infrastructure, or security certifications are a plus
California driver’s license is required
Ability to sit at a desk for long periods using a computer
Frequent use of phones and remote meeting tools
Ability to drive to and inspect sites
Agility and dexterity to handle technical equipment
Ability to lift 25 lbs
Important Details
Locations: San Francisco headquarters, with travel to other work sites throughout California as needed
About the Company
IOA is on the forefront of revolutionary healthcare models, reshaping the way people can age in place. With over 23 programs, they offer multiple ways to aid seniors maintain their health, well-being, independence and participation in the community, fulfilling their mission.
Institute on Aging (IOA) believes the future should be something to look forward to, at every age.
