Sr. Manager, Technology Support & Operations

Position: Sr. Manager, Technology Support & Operations Classification: Full-Time, Exempt Reports to: VP, Information Technology Company: DePelchin Family Services Location: Houston, TX

Position Description: The Senior Manager, Technology Support & Operations provides strategic leadership and oversight of the agency’s IT service delivery and operational functions, including technical support, service desk operations, technology asset management, employee onboarding and offboarding, and administrative support. This position oversees two managers and their respective teams, ensuring the delivery of reliable, secure, and efficient technology services across DePelchin and Texans Together. The Senior Manager is responsible for establishing service standards, monitoring operational performance and customer satisfaction, and implementing continuous improvement initiatives aligned with ITIL best practices. This role ensures consistent processes, operational efficiency, regulatory compliance, and audit readiness while supporting the agency’s technology needs and organizational objectives.

Primary Responsibilities: Provide leadership and oversight of IT User Support and IT Operations by supervising the Manager, Information Technology and the IT Operations Manager, ensuring accountability for team performance, service delivery standards, operational efficiency, and results.

Define, implement, and continuously improve the agency's IT service management framework, including incident, service request, problem, change, knowledge, and asset management, aligned with ITIL best practices.

Establish, monitor, and report on service level targets and key performance indicators (e.g., ticket volume, response and resolution times, first-contact resolution, customer satisfaction); analyze trends and lead corrective action.

Serve as senior escalation point for major incidents and service disruptions; coordinate response and resolution, communicate status to leadership and staff, and ensure post-incident reviews are completed.

Oversee the IT ticketing, remote support, and related service management tools to ensure effective configuration, data quality, and consistent use across the department.

Oversee the full lifecycle of agency IT assets (procurement coordination, inventory, deployment, maintenance, and retirement) and ensure asset records are accurate, complete, and audit-ready.

Ensure new-hire, transfer, and separation processes are completed timely and accurately, with proper user accounts, access, and equipment, in coordination with Human Resources and program leadership.

Ensure service management processes, procedures, and documentation meet internal control, compliance, and audit requirements (e.g., HIPAA, SOC 2), and support internal and external audits as needed.

Manage the performance of managed service providers and vendors supporting service desk, endpoint, and operations functions, including service level agreements, contracts, and renewals.

Participate in annual budget development and monitor expenditures for end-user technology, support, and operations; provide cost estimates and recommendations for hardware, software, and service needs.

Partner with program and administrative leaders to understand business needs, gather feedback, and ensure technology support is aligned with agency priorities and the needs of staff serving children and families.

Plan and lead service-related projects and initiatives (e.g., application rollouts, equipment refresh cycles, new site deployments) in collaboration with the infrastructure, security, and applications teams.

Recruit, supervise, coach, and develop staff, including performance evaluation, workload prioritization, training, and succession planning; foster a service-oriented, accountable, and collaborative team culture.

Prepare and present regular reports on service performance, projects, and operational trends to the Vice President, Information Technology and other agency leadership.

Required Qualifications: High School Diploma or equivalent.

Minimum of five (5) years of progressive experience in IT support, service delivery, or IT operations, including at least three (3) years in a management or supervisory role leading IT staff.

Experience with IT service management (ticketing), remote support, endpoint management, and asset management platforms.

Proven track record managing vendors or managed service providers, including service level agreements and contracts.

Experience developing and managing a budget; experience preparing reports and presentations for senior leadership.

Experience working in a highly confidential, regulated environment with access to sensitive information, preferably in healthcare, human services, or nonprofit sector.

Preferred Qualifications: Experience supervising other managers or supervisors preferred.

Bachelor's degree in Information Technology, Management Information Systems, Computer Science, Business Administration or related field

ITIL 4 Foundation (or higher) certification

Knowledge, Skills, and Abilities: Knowledge of IT service management frameworks (ITIL) and service desk and IT operations best practices.

Working knowledge of Windows, Microsoft 365, identity and access management (Active Directory/Entra ID), mobile device and endpoint management, and cloud services sufficient to guide staff and make informed decisions.

Demonstrated ability to lead, coach, and develop managers and teams, and to manage performance.

Ability to analyze data, define metrics, and translate findings into actionable process improvements.

Ability to communicate effectively, in writing and verbally, with technical and non-technical audiences at all levels, including executive leadership.

Ability to manage multiple priorities, projects, and vendors while quickly shifting priorities to meet business needs.

Strong service orientation and ability to build effective relationships with staff across the agency.

Ability to maintain confidentiality of sensitive information.

Work Conditions: Environment: Office

Work Schedule: Monday – Friday during standard business hours; occasional after-hours availability for major incidents or planned maintenance

Travel: Occasional (Must have reliable transportation, valid Texas Driver License and current Auto Insurance.

DePelchin is Proud to be an Equal Opportunity Workplace.

DePelchin is committed to selecting and employing the best and most qualified person available for each job opening without unlawful discrimination of any kind. Additionally, DePelchin is committed to providing a work environment free of discrimination and harassment on the basis of race, color, sex (including pregnancy, sexual orientation and gender identity), marital or parental status, veteran status, religion, national origin, age, disability, family medical history, genetic information, or political affiliation.