Manager IT Administrator

About the position

At Lifespace, team members are at the center of delivering a purpose-driven experience for our residents. We provide an environment where each team member can live their aspirations, developing in their career, making a difference, and being a part of a meaningful mission. Join our IT team today as our new Manager of Community Technology. This role involves handling customer expectations regarding IT services, identifying gaps between customer needs and IT capabilities, and finding innovative solutions to bridge those gaps. You will deliver high levels of customer service with a positive, outgoing approach to service delivery, provide periodic technology training sessions with staff and residents, and ensure the overall technical health and stability of the assigned community, including remote locations. Additionally, you will maintain high levels of resident and team member satisfaction, coach business stakeholders on the potential use of technologies, and represent business unit management’s technology needs to the wider IT department.

Responsibilities

• Handle customer expectations regarding IT services and identify gaps between customer needs and IT capabilities.
• Deliver high levels of customer service with a positive approach to service delivery.
• Provide periodic technology training sessions with staff and residents.
• Ensure the overall technical health and stability of the assigned community, including remote locations.
• Maintain high levels of resident and team member satisfaction.
• Coach and encourage business stakeholders on the potential use of technologies that add value to business units.
• Represent and communicate business unit management’s technology needs to the wider IT department.
• Vendor management to coordinate with key vendors to diagnose and troubleshoot complex technical issues.
• Own and facilitate timely root cause analysis for community level severity 1 and 2 outages.
• Coach and mentor junior team members, resident volunteers, and first level help desk support team on resolving incidents.
• Gain a deep understanding of the technical infrastructure at all communities.
• Lead local project efforts for community technical improvements and contribute to enterprise-wide IT initiatives.
• Research, define, and document IT support processes and procedures.

Requirements

• Bachelor’s degree in management information systems, computer science, or business preferred.
• Five to eight years of IT infrastructure experience with demonstrated progression of skills and responsibilities.
• Advanced Professional Certification (e.g., MCDT, MCSE).
• Experience providing IT support in the healthcare industry is a plus.
• Ability and willingness to work in an environment providing 24x7x365 support.