Job Description

Job Summary:

Under the direction of the COO, the IT Senior Manager serves as the primary liaison between the organization and our Managed Service Provider (MSP), while leading technology initiatives that support our members and virtual staff nationwide. This role focuses on relationship management and project management, ensuring seamless integration between our internal staff, MSP, and internal operations to support our franchisees, employees, and members.

Supervisory Responsibilities:

• Manage vendor relationships with MSP and other technology service providers
• Lead cross-functional teams for technology initiatives and integrations
• Oversee internal technology staff and project liaisons (in the future)

Primary Duties/Responsibilities:

Management & Relationship Leadership

• Role definition to complement (not duplicate) MSP services
• Coordination between internal team and MSP services
• Serve as the primary point of contact and relationship manager for our Managed Service Provider
• Define service level agreements (SLAs) and performance metrics with MSP and other vendors
• Conduct regular vendor performance & profitability reviews and ensure contractual compliance
• Coordinate escalation procedures and manage critical incident communications
• Evaluate MSP and other vendor service delivery and identify areas for improvement or additional services
• Clear escalation procedures between internal and external support
• Recruitment, onboarding, and professional development of new technology staff (in the future)

Technology Oversight & Planning

• Collaborate with leadership to forecast technology needs supporting community growth and scalability
• Collaborate with Ops & Leadership to develop a roadmap for technology changes & upgrades you'll implement over time, explaining how technology initiatives align with business growth goals and communicating/coordinating when new systems or features will be rolled out (either in collaboration with the MSP or other IT vendors)
• Lead evaluation and selection of new technology solutions to enhance member & franchisee experience
• Oversee technology budget planning and cost optimization across vendor partnerships
• Ensure technology strategies align with business objectives and growth from hundreds to thousands of members

Cybersecurity Strategy & Compliance Oversight

• Partner with MSP to develop and maintain comprehensive cybersecurity policies and procedures
• Oversee MSP-delivered security services including monitoring, threat response, and compliance reporting
• Ensure security measures align with regulatory requirements and industry best practices
• Review and approve security audit results and remediation plans provided by MSP
• Maintain internal security awareness and incident response coordination

Systems Integration & Platform Management

• Oversee integrations between membership systems, franchisee systems, CRM tools, and internal dashboards
• Coordinate with MSP on system implementations, upgrades, and maintenance windows
• Ensure seamless operation of customer support systems and platform integrations
• Lead technology projects that require coordination between internal teams and MSP services

Internal Technology Coordination & Support

• Coordinate hardware procurement and deployment for employees and events
• Serve as internal escalation point for technology issues requiring vendor coordination
• Manage event technology logistics and coordinate MSP support for on-site requirements
• Oversee internal technology training and best practices implementation

Communication & Stakeholder Management

• Translate technical information from MSP into actionable insights for non-technical leadership
• Provide regular technology performance reports and strategic updates to leadership
• Facilitate communication between internal teams and external technology vendors
• Lead technology-related meetings and coordinate cross-departmental technology initiatives

Budget Management & Vendor Negotiations

• Develop and manage technology budgets including MSP contracts, software licenses, and hardware
• Negotiate vendor contracts and ensure cost-effective technology solutions
• Monitor and optimize technology spending across all vendor relationships
• Lead vendor selection processes for new technology initiatives

Continuous Improvement & Innovation

• Identify opportunities for technology optimization and enhanced service delivery
• Propose new technology solutions and coordinate evaluation with MSP partners
• Monitor emerging trends in technology and cybersecurity relevant to membership organizations
• Lead continuous improvement initiatives for technology operations and vendor relationships

Required Skills/Abilities:

• Vendor Management Expertise: Proven experience managing technology service provider relationships and contracts
• Technology Leadership: Experience in technology strategy development and implementation oversight
• MSP Partnership Experience: Understanding of managed service provider models and service delivery frameworks
• Communication Excellence: Outstanding ability to translate technical concepts for non-technical stakeholders
• Project Management: Strong project coordination and cross-functional team leadership skills
• Cybersecurity Knowledge: Understanding of security frameworks and compliance requirements (oversight level)
• Technology Integration: Experience with membership platforms, CRM systems, and business application integrations
• Budget Management: Proven experience in technology budget development and vendor cost optimization
• Analytical Thinking: Strong problem-solving and strategic planning capabilities

Technical Knowledge Areas:

• Microsoft 365 suite administration and governance
• Cloud platform management (Azure/AWS fundamentals)
• ITIL service management frameworks
• Vendor management and SLA development
• Membership/community platform integrations
• Cybersecurity compliance and risk management
• Technology project management methodologies

Education and Experience:

• Bachelor's degree in Information Technology, Business Administration, or related field (or equivalent experience)
• Technology leadership experience with successful vendor & partner management roles
• Experience in membership-based or service organizations
• Experience managing employees on virtual/distributed teams
• Proven track record in managing technology service provider relationships
• Experience coordinating technology strategy and operations across multiple vendor partnerships

Physical Requirements:

• Prolonged periods of sitting and working at a computer
• Occasional travel for vendor meetings, events, or strategic planning sessions
• May require occasional lifting up to 25 pounds for event coordination

Travel Requirements:

Travel will be required for quarterly meetings & other membership events or technology project coordination. Estimate 4-6 events per year.

Hours:

Standard Monday–Friday schedule with flexibility for vendor coordination, event support, or critical incident management. Occasional evenings or weekend work may be required for maintenance windows or urgent technology initiatives.

Position Type/Expected Hours of Work:

This is a full-time, exempt position. Work hours are coordinated with supervisor and aligned with vendor schedules, event requirements, and strategic technology initiatives.

Other Duties:

This job description is not exhaustive. Technology priorities and vendor relationships may evolve with company growth and changing technology landscape. Duties may be adjusted with or without notice to align with strategic objectives.

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