The IT Operations Manager is responsible for the daily activities of technology operations and all equipment. In addition to overseeing the IT program, the IT Operations Manager leads technology initiatives and participates in internal multi-disciplinary teams as a technical subject matter expert. Performs overall information systems planning, implementation and administrative procedures in a variety of IT functional areas. 

Essential Job Functions:  

• Leads strategic initiatives to improve processes and optimize systems to ensure people are focused on high value work. 

• Assists in the development, documentation, and adherence to operating policies. 

• Assesses and mitigates organizational risk by developing a deep understanding of internal and external factors that influence CACTX’s business model and IT Operations.  

• Oversees the technology and systems budget and forecast inclusive of procurement and license management.  

• Implements and maintains enterprise-wide IT system tools and ensures scalability.  

• Responsible for information systems operations activities, audiovisual and conferencing systems, computer operations, data entry, data control, operations support, or operating systems programming.  

• Leads technology support services involving the integration of hardware, software, and peripherals into systems. 

• Maintain computer security systems including firewalls, wireless data encryption, HIPAA and other measures to ensure the security of information and communications.  

• Provides operational infrastructure support, maintenance, and troubleshooting to ensures optimum utilization of IT resources.  

• Proactively identifies inefficiencies and utilizes industry best practices including the use of data management and information security best practices. 

• Leads the implementation of new technology platforms and products in alignment with multi-year technology strategy roadmap.  

• Assists in requirements gathering, statement of work, system evaluation, vendor selection, process development, training, and documentation. 

• Leads change management and communication efforts. 

• Schedules and facilitates IT initiatives including project team meetings. Develops and communicates agendas and meeting notes, assigns and tracks action items to ensure completion. 

• Develops project plans inclusive of stakeholder analyses and engagement, communications, implementation, and training. 

• Works with process owners to develop oversight criteria and action plans.  

• Build strong rapport internally and externally to achieve desired objectives and shares insights and experience. 

• Actively manage vendors along with their technology stacks, costs, and performance to ensure vendors are fully leveraged and meeting expectations. 

Qualities & Experience 

• 5+ years of relevant technical experience. Demonstrable experience overseeing an in-house IT program, serving multiple internal clients with varying needs and IT capabilities. 

• Learner – Is naturally inquisitive and enjoys learning about technology and operational advancements and implications to the CACTX ecosystem. Strong sense of ownership, urgency, and drive. 

• Business knowledge – Develops a strong knowledge of the CACTX business model inclusive of programs, infrastructure, and financial model to appropriately develop and scale technology strategies. Utilizes knowledge of CACTX model to maximize processes and systems while meeting the needs of internal clients and their program objectives. 

• Communication – Delivers and presents information to all levels within the organization, customizing messaging and delivery based on audience.  

• Change Management- A strong understanding of how people view transition and the mechanism of transition. Skilled at focusing on the people side of project outcomes and associated changes, including changes to business processes, systems, and technologies. Ability to create and deliver strategies and plans to help employees maximize the adoption and sustained use of new programs/systems. 

• Process Improvement – Skilled in understanding and providing structure to ambiguous or complex initiatives. Uncovering inconsistencies or inefficiencies in business processes and making actionable suggestions for enhancement.  

• Problem/Opportunity Solving – Exceptional problem-solving and facilitation skills and an ability to articulate complex problems and solutions in a simple, logical and confident manner. Intellectual capacity and relevant experience is leveraged to develop creative solutions and resolve conflict 

• Critical Thinking—Due to the need to process large volumes of highly complex information regularly, well-developed critical thinking skills are imperative. Ability to see both the forest and the trees simultaneously, foresee obstacles and implement preventative measures are key skills for success. 

• Project Management – Is an experienced and confident project manager with relevant, technology and/or systems procurement and implementation experience. Strong skills in effective meeting management, ability to influence others outside direct line of authority, planning and execution, and effective task management. Highly skilled as a liaison between business and technical team members, keeping everyone working towards a singular goal, and effective management of timelines, budgets, and priorities. Adaptive and flexible leadership style. Agile or SCRUM experience is a plus.