IT Manager

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Position Summary

The IT Manager is accountable for overall IT service delivery performance, vendor management outcomes, and alignment of technology with organizational priorities.. This role operates in a co-managed IT environment, partnering closely with the Managed Service Provider (MSP) to ensure reliable, secure, and cost-effective IT services.

The IT Manager serves as the internal owner of IT-driving accountability, improving systems, and ensuring technology effectively supports staff, volunteers, and program delivery. In this model, the IT Manager focuses on oversight, systems management, and continuous improvement, while end-user support is delivered through the MSP.

This role works closely with the CFAO to align technology with operations, risk management, and financial stewardship, and to promote efficient, scalable use of systems across the organization.

IT Service Delivery Model: Co-Managed IT

The organization operates in a co-managed IT model in partnership with a Managed Service Provider (MSP). In this structure, all Tier 1 and Tier 2 end-user support is delivered through the MSP help desk, and the IT Manager does not perform routine help desk functions.

Instead, the IT Manager is responsible for overseeing service delivery, managing escalations, and ensuring overall service quality. Staff are expected to follow established support channels, and routine requests will be directed through the MSP. The IT Manager engages directly in support matters only in cases of escalation, recurring issues, or broader system concerns requiring internal coordination.

Success in this role depends on effectively managing this model and ensuring the MSP consistently meets performance expectations.

Essential Responsibilities/Activities:

IT Operations & MSP Management 

• Serve as primary owner of the MSP relationship
• Monitor ticket volume, response times, and service quality
• Escalate and prioritize issues to ensure timely resolution
• Ensure overall system reliability, uptime, and performance
• Acts as internal authority for IT service prioritization, escalation, and vendor accountability

Systems & Platform Ownership 

• Own and govern core organizational technology platforms (phones, Microsoft 365/Google Workspace, SaaS tools, etc.)
• Own software selection, access, lifecycle, and core platforms across departments
• Partner with departments and GSUSA on system governance, usage, and continuous improvement.
• Identify opportunities to enhance system functionality, integration, and workflow efficiency across departments
• Support evaluation and implementation of modern technology solutions aligned with operational needs

Security, Compliance & Training 

• Maintain cybersecurity practices (MFA, access controls, endpoint protection, backups)
• Coordinate with MSP on vulnerability management and incident response
• Administer required security and compliance training programs
• Support audits and ensure adherence to organizational policies

Onboarding/Offboarding & Equipment Management 

• Manage user account provisioning and deprovisioning in coordination with HR
• Ensure timely setup and removal of system access
• Oversee equipment standards, setup, and lifecycle management
• Partner with HR/admin staff for equipment logistics (shipping, tracking, returns), with coordination support owned outside of IT

Budget, Contracts & Vendor Management 

• Full ownership of IT budget planning, forecasting, and vendor cost optimization
• Oversee contracts, renewals, and licensing for IT systems and vendors
• Review MSP and vendor invoices for accuracy and value
• Ensure vendor performance meets organizational expectations
• Track software licensing, subscriptions, and renewals to ensure cost control and compliance

Project Coordination (Technology-Related) and other duties as assigned

• Lead or support IT-related projects (system implementations, upgrades)
• Coordinate IT components of office moves and facilities projects
• Partner with Facilities on cross-functional initiatives (Facilities leads non-IT scope)
• Collaborate with vendors and internal stakeholders to deliver projects on time

Qualifications

• Bachelor's degree in information technology, Computer Science, or a related field preferred , or equivalent combination of education and relevant work experience
• 5–8+ years of IT experience, including vendor or MSP management
• Strong working knowledge of:
• Microsoft 365 or Google Workspace
• Cloud-based systems and SaaS environments
• Basic networking and cybersecurity principles
• Experience in small-to-mid-sized organizations or nonprofits preferred
• Ability to translate technical concepts into clear, practical guidance
• Pleasant, friendly demeanor and excellent customer service skills
• Ability to exercise sound judgment; use tact and diplomacy in all situations
• Ability to work effectively with people at all levels inside and outside the organization
• Excellent organizational skills, with expertise in time management and multi-tasking
• Demonstrated skill in MS Outlook, Publisher, PowerPoint, and Excel, some expertise in graphics software.
• Strong technical aptitude (user access, troubleshooting, system coordination).
• Licensed and insured California driver; must pass background screening including driving.
• Willingness to accept the beliefs and principles of the Girl Scout Movement and acceptance of the relevant and compelling benefits of Girl Scouting.

GSOC is proud to be an equal opportunity employer. GSOC is committed to a process of diversity, equity and inclusion.