Technology Operations Manager

ChicagoCAC employees are expected to perform their job duties and act in a manner consistent with the organization's Core Values.

The Technology Operations Manager owns ChicagoCAC's business applications and technology vendor portfolio, including the Managed Service Provider (MSP) relationship and Health Insurance Portability and Accountability Act (HIPAA)-required Business Associate Agreements (BAAs). The Technology Operations Manager also serves as the technical resource to Chiefs for the business systems their functions own and advances ChicagoCAC's Information Technology (IT) goals through assigned initiatives.

DEI&AB Culture Commitment

The Technology Operations Manager is responsible for creating an inclusive environment that demonstrates equity, inclusion, accessibility, and belonging to our clients, ChicagoCAC employees, and partners. The position also assists in ChicagoCAC's Diversity, Equity, Inclusion, Accessibility and Belonging (DEIAB) initiatives.


Primary Responsibilities

Business Systems Ownership

• Serve as system owner and administrator for the case management system, including configuration, user roles, workflows, forms, site structure, and permissions, and maintain configuration and change documentation.
• Manage user access to business applications:
  • provision and deprovision access with the MSP, aligned with onboarding, offboarding, and least privilege access; and
  • perform and document periodic access and audit-log reviews, escalating findings to the HIPAA Privacy Officer.
• Maintain the business application inventory, including system owner, user count, Protected Health Information (PHI) status, and integrations.
• Serve as technical resource to Chiefs for business systems their functions own (e.g., ADP), including configuration requests, vendor escalation, and integration questions.
• Facilitate response to business application incidents, per ChicagoCAC's incident response procedures.
• Lead assigned technology initiatives (e.g., system implementations, migrations) from requirements through go-live.

Vendor Portfolio Management

• Maintain the central register of technology vendors and contracts, including services, annual cost, term, renewal and notice dates, internal owner, and vendor contacts.
• Coordinate execution and maintain the inventory of Business Associate Agreements for every vendor that creates, receives, maintains, or transmits PHI, and confirm BAA status before any new vendor engagement or renewal.
• Monitor vendor Service Level Agreement performance, escalate and pursue remedy for non-conformance as it occurs, and maintain documentation to inform each contract's renewal decision.
• Serve as the designated contact for vendor contract notices, and recommend renewals, non-renewals, and renegotiations in writing to the Director of Strategic Operations and Technology and relevant Chiefs at least 90 days before each contract's notice deadline.
• Maintain admin credentials and license keys ChicagoCAC is contractually required to hold.

MSP Liaison

• Manage the MSP's service delivery against the managed services contract.
• Create standards and procedures for ChicagoCAC staff to remediate IT issues when engaging with the MSP.
• Identify MSP performance issues and facilitate resolution, drawing on the MSP's technical recommendations.
• Confirm the MSP performs contracted security functions (e.g., patching, backups, endpoint protection, MFA enforcement), with regular status reporting on each.
• Scope and coordinate out-of-scope MSP work (e.g., new installations, relocations, new locations), including obtaining quotes, confirming scope, and tracking billed hours against approved estimates.
• Maintain ChicagoCAC's IT asset inventory (laptops, peripherals, network and building technology) in coordination with the MSP and conduct a quarterly hardware review.
• Draft the equipment refresh cadence policy and annual refresh budget request, and direct the MSP on procurement, deployment, and disposal.

Technology Adoption and Operational Effectiveness

• With director input, analyze how each department uses licensed tools (e.g., Adobe Acrobat, Microsoft 365, the case management system) against core job tasks, identify underused features that can replace manual work, and document job-aligned standard practices.
• Research AI tools that address documented needs and submit written recommendations to the Director of Strategic Operations and Technology.
• At least annually, assess ChicagoCAC's technology portfolio against the IT strategic plan and peer-organization practice, including duplicate or overlapping services, and recommend tools to adopt, replace, consolidate, or retire.
• Coordinate AV management and support (e.g., monitor configuration, sound checks) for agency-wide and leadership meetings.
• Help the Director of Strategic Operations and Technology set the curriculum for broader staff technology training (e.g., MS Office, AI awareness), and manage the delivery for each topic, whether by the MSP, interns, or this role.
• Report IT health metrics across the organization (including MSP service levels and system uptime) quarterly.

Discretion

The Technology Operations Manager has mid-level discretion and independent decision-making. The Technology Operations Manager decides system configuration within the approved change process, access provisioning per policy, vendor escalation, and documentation of vendor non-conformance. The Technology Operations Manager recommends, but does not approve, contract renewals, new systems, and vendor consolidation.

Supervisory Responsibilities

The Technology Operations Manager has no supervisory responsibilities.

Relationships

The Technology Operations Manager works closely with the Director of Strategic Operations and Technology, the Executive Leadership Team, the Quality Improvement Specialist, department directors across ChicagoCAC, and interns. External relationships include the MSP, the case management system vendor, and other technology providers servicing departments across the organization.

Qualifications

• Bachelor's degree in Information Systems, Information Technology, Computer Science, Business Administration, or a related field.
• Minimum 3 years of experience administering business applications, including cloud-based case management, CRM, HR, or similar systems, including configuration, user access management, and release testing. 5 years of experience preferred.
• 2+ years leading technology implementations or initiatives from requirements through go-live, including staff communication and adoption. This experience may overlap with the system administration experience above.
• 2+ years of experience managing vendor relationships, including service levels, issue escalation, and contract renewals.
• Experience with a case management platform preferred.
• Experience mapping data flows between systems and coordinating vendor-built integrations (e.g., APIs, scheduled data exports/imports).
• Microsoft 365 administration experience, including Teams (calling/VoIP), SharePoint, and Power Automate
• Experience maintaining IT asset inventories and equipment refresh plans.
• Certifications preferred, not required: ITIL 4 Foundation, CompTIA Project+ or PMI CAPM, IAPP CIPP/US or AHIMA CHPS

In addition to making a significant impact on children's and families' lives, ChicagoCAC offers amazing benefits for our staff, which include:

• BCBS HMO and PPO healthcare coverage options with an opportunity to add family members to plans.
• Free life insurance at 2x your salary up to a maximum of $200,000.
• Additional pay of 5% of your salary up to $3,750 per year (available after 6 months of employment) to use towards a menu of benefits such as: additional health benefits, dental, vision, long-term disability short-term disability, 403b plan, a Roth option, legal coverage, dependent care, and flexible spending.
• Paid Time Off ("PTO"): PTO starts accruing the first day of employment and accrues at a rate of 35 days in a 12-month period.
• PTO days are used for all days off, including holidays and sick time so you have maximum flexibility in the use of your PTO.
• Timing of vacations may be dependent on client needs, as that's our first priority.
• PTO goes up to 40 days after 5 years.
• Additional PTO for FMLA-related reasons up to 20 days.
• A remote work policy that provides flexibility in work hours so long as operational needs are met.
• Regular expert training on evidence-based therapy modalities, which includes being able to earn Continuing Education Units.
• Casual dress code with the ability to wear jeans.
• Enjoy afternoon milk and cookies every Friday!
  If you share our passion for providing hope and healing to children and families who have experienced abuse and trauma, and possess the qualifications we're looking for, please submit an application!

ChicagoCAC's Compensation Philosophy:
We believe in fair compensation for your work. Our salary scale is comparable to salaries you would find in Chicago, IL. We believe our compensation program is designed to support, reinforce, and align our values, business strategy, and operational & financial needs with a goal of growth and profitability.

Commitment to Diversity, Equity, and Inclusion:
ChicagoCAC is an Equal Opportunity Employer: BIPOC, persons with disabilities, and LGBTQIA+ people are strongly encouraged to apply.

We are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

If you need assistance or an accommodation due to a disability, you may contact our People & Culture Department at View phone number on click.appcast.io.

Salary commensurate with experience.