The Senior Manager, Enterprise IT provides critical leadership in IT operations, focusing on delivering high-quality support for enterprise systems, infrastructure, and IT services. This role oversees the IT Support Desk, hardware asset management, and key operational processes to ensure efficient and reliable IT operations.

With a strong emphasis on team mentorship, system optimization, and service excellence, the Senior Manager plays a vital role in maintaining robust IT workflows and supporting organizational needs.

Key Responsibilities

IT Operations and Infrastructure

• Operational Management of IT Platforms: Manage and maintain essential IT platforms, including collaboration tools (e.g., Microsoft Teams, etc.), voice and communication systems (e.g., VoIP), IT service management (e.g., Freshdesk), document management systems, and remote monitoring and management (RMM) tools.
• Support for System Optimization: Assist with the execution of system upgrades, routine maintenance, and enhancements to ensure consistent and reliable IT operations.
• User Account Management: Administer and configure user accounts, overseeing onboarding and offboarding processes to provide a seamless and secure experience for staff.

IT Services, Support, and Knowledge Management

• Oversee IT Support Operations: Lead the IT Support Desk, ensuring the delivery of responsive, high-quality technical support to all users, including after-hours assistance as necessary.
• Team Leadership and Development: Manage, mentor, and develop IT Support Desk technicians, establishing clear performance expectations and fostering a culture of continuous learning and professional growth.
• Performance Monitoring and Reporting: Define, track, and report on key performance indicators (KPIs) and service-level agreements (SLAs) to measure support efficiency, user satisfaction, and identify areas for improvement.
• Knowledge Resource Management: Develop, maintain, and refine comprehensive knowledge resources, including support documentation, user guides, standard operating procedures (SOPs), training materials, and troubleshooting workflows to empower IT staff and end-users.
• Helpdesk Ticketing System Oversight: Manage the helpdesk ticketing system to ensure secure, efficient, and timely resolution of user issues. Analyze feedback and usage data to proactively address recurring challenges and improve support processes.

Hardware and Asset Management

• Manage the entire lifecycle of IT endpoint devices, including procurement, inventory control, maintenance, software deployment, upgrades, secure destruction, and recycling.
• Utilize an Enterprise Asset Management (EAM) platform to maintain accurate inventory records and ensure cost-effective hardware allocations.
• Enforce policies and standards around hardware refresh cycles, secure disposal, and vendor engagement to maintain operational efficiency and compliance.

Security and Compliance Support

• Ensure secure handling of support tickets, including user identity validation, to protect sensitive information and maintain compliance with organizational policies and regulatory requirements.
• Support internal security and compliance initiatives through secure configuration of user accounts and systems.

Team Leadership and Development

• Foster a High-Performing Team: Support the IT team through mentorship, professional development, and effective collaboration, ensuring alignment with organizational goals and priorities.
• Promote Communication and Alignment: Conduct regular team meetings to clarify objectives, share updates, and encourage open dialogue to address challenges and opportunities.
• Cultivate a Collaborative Culture: Build an environment that emphasizes teamwork, accountability, and a collective commitment to delivering high-quality IT services.

Process Optimization and Vendor Management

• Drive Operational Improvements: Identify and implement opportunities to optimize IT services and workflows, enhancing efficiency and alignment with organizational needs.
• Support Budget Management: Assist in managing the department budget by monitoring expenditures, prioritizing business needs, and identifying cost-effective solutions.
• Vendor and Service Provider Coordination: Manage relationships with vendors and service providers to ensure the delivery of reliable, high-quality products and support services.

Qualifications:

Education

• Required: Bachelor’s degree in Information Technology, Computer Science, or a related field.*

*Or equivalent combination of experience and education.

Certifications

• Required:
  • ITIL Foundation Certification or equivalent IT service management certification.
  • Microsoft Certified: Azure Administrator Associate or AWS Certified Solutions Architect – Associate.
  • CompTIA Security+ or equivalent foundational security certification.
• Preferred:
  • Certified SAFe Practitioner (SP) or similar Agile certifications for team-level execution.

Experience

• 5+ years managing enterprise IT systems, infrastructure, and cloud platforms.
• 3+ years leading IT service delivery teams or managing service desks.
• Experience with enterprise applications (e.g., ERP, CRM, etc.) and their integration into daily operations.

Technical Skills

• Proficiency in IT governance frameworks (e.g., ITIL, COBIT).
• Familiarity with helpdesk tools (e.g., FreshDesk, Jira, ServiceNow) and automation for IT service management.
• Understanding of cybersecurity fundamentals and regulatory compliance requirements.

Soft Skills

• Strong communication and collaboration skills, with an emphasis on user-centric service delivery.
• Analytical mindset, capable of identifying operational inefficiencies and implementing solutions.
• Ability to manage and prioritize multiple tasks in a dynamic environment.

Research suggests that women and Black, Indigenous, and People of Color (BIPOC) individuals may self-select out of opportunities if they do not meet 100 percent of the job requirements. We encourage individuals who believe they have the skills necessary to thrive on our team to apply for this role.

Salary Range: $115,000 - $130,000

AHP, in an effort to be transparent with applicants about salary and in compliance with various state pay disclosure requirements, publishes the following information which is current as of the date of posting. The base salary range above represents the low and high end of the AHP salary range for this position. Actual salaries will vary and may be high or low in the range based on various factors including but not limited to location, experience, and education. The range listed is just one component of AHP’s total compensation package for employees.

Other rewards may include annual bonuses, short- and long-term incentives, and program-specific awards. In addition, AHP provides a variety of benefits to employees, including comprehensive medical, dental, and vision insurance for you and your family, a retirement plan with a 3% match, student loan repayment assistance, employer-paid life and disability insurance, generous paid time off, and much more.

About AHP

AHP influences change in health and business systems to support vulnerable populations—from creating policy to engaging in ground-level, hands-on work. We help organizations and individuals reach their full potential through professional consulting; research, evaluation, and data analytics; technical assistance and training; and virtual solutions, publications, and events.

Our areas of expertise include behavioral health, mental health policy and services, substance use disorders, workforce development, homelessness, housing and employment programs, trauma-informed care, criminal justice, women and children, veterans, health care reform, and population health management.

AHP is proud to have been certified as a Great Place to Work® for nine consecutive years. We earned this credential based on extensive ratings provided by employees in anonymous surveys. We value employee well-being and are actively engaged in creating an environment that supports work-life balance, self-care, and mental and emotional health.

AHP is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, disability, or protected veteran status.