Information Technology Manager (46336)

TITLE: Information Technology Manager DATE WRITTEN: 01/2026

DEPARTMENT: Administration SUPERVISED BY: AVP of Operations

SUPERVISES: IT Support Specialist STATUS: Exempt

Mission Contribution: Leads and oversees information technology services that are critical to Goodwill’s ability to operate retail locations, support mission programs, and deliver administrative services. Through effective management of people, systems, and vendors, the IT Manager ensures technology reliability, security, and continuous improvement in support of Goodwill’s mission and operational goals.

Function

The IT Manager is responsible for overseeing, coordinating, and continuously improving the organization’s technology and communications infrastructure. This role manages the IT Department, supervises IT staff, ensures reliable and secure technology operations, and aligns IT services with the mission and operational needs of the agency, including retail POS systems.

Essential Functions

1. Supervise, train, assign work to, and evaluate staff.

1. Set daily and long-term priorities for the IT Department to ensure timely and effective support.

1. Ensure consistent use of the helpdesk system, documentation standards, and escalation procedures.

1. Coach staff to provide excellent customer service and professional support to all internal customers.

1. Address performance issues and support professional development in coordination with Human Resources.

1. Oversee end-user support for workstations, mobile devices, printers, communications devices, and audio/visual equipment.

1. Ensure reliable operation and support of retail POS systems, including registers, scanners, peripherals, and connectivity.

1. Ensure incidents, service requests, and resolutions are properly logged, tracked, and reported in the helpdesk system.

1. Monitor ticket trends and workloads to proactively address recurring issues and staffing needs.

1. Escalate complex technical issues appropriately and coordinate resolution with vendors or external service providers.

1. Ensure all workstations, systems, and applications comply with approved standards for hardware, software, patching, and security.

1. Oversee user account provisioning, modification, and deactivation to maintain appropriate access controls.

1. Coordinate with external partners regarding servers, firewalls, network equipment, and system changes.

1. Ensure endpoint protection, patch management, and system updates are completed according to established schedules.

1. Maintain accurate IT asset inventories and system documentation using approved tools and processes.

1. Participate in IT budgeting, purchasing, and lifecycle planning for hardware, software, and services.

1. Manage relationships with IT vendors, service providers, and contractors.

1. Evaluate technology solutions and recommend improvements that support operational efficiency, security, and cost control.

1. Support technology planning efforts aligned with organizational growth, retail operations, and program needs.

1. Enforce IT policies, standards, and procedures to support cybersecurity, data protection, and operational continuity.

1. Support audits, cyber insurance requirements, and risk management initiatives as needed.

1. Ensure staff follow change management and security best practices.

1. Act as a positive role model by observing safety procedures, personnel policies, and ethical standards.

1. Review helpdesk metrics and prepare regular performance and trend reports for leadership.

1. Communicate IT issues, risks, and improvement opportunities in clear, non-technical language.

1. Maintain regular attendance and availability to support agency operations.

1. Perform other duties as assigned.