Sr. Manager of IT Services

About Evergreen Goodwill 

Evergreen Goodwill of Northwest Washington is a 501(c)(3) nonprofit organization founded in 1923 that helps people get jobs across Northwest Washington by offering high-quality free job training, education and job placement. Goodwill empowers individuals to overcome barriers to working, by providing comprehensive support and connecting them with life changing job opportunities, ensuring they are career-ready and can support themselves and their families.  

The organization employs over 2,000 people, operates five job-training centers, 23 nonprofit retail stores and more than 27 donation sites in King, Snohomish, Skagit, Whatcom and Kitsap Counties. Every day, Evergreen Goodwill connects people with the jobs, services and skills they need — because Jobs Change Lives. We are committed to creating and sustaining a culture of equity, diversity and inclusion (DEI) and are focused on creating a joyful, inclusive and successful organization. 

Job Title: Sr. Manager of IT Services

Salary Range: $130,000-155,000

Location: Seattle

About the Position

The Sr. Manager of IT Services is responsible for leading the IT corporate services team and overseeing information technology across the entire organization. This role involves implementing the operational plan for all software and hardware needs, encompassing business, financial, retail, mission, and operations functions for EGNW, and assessing and determining technology needs in collaboration with individual business units to meet enterprise-wide and specific business objectives.

In addition, the Senior Manager will plan, implement, and manage additions, deletions, and major modifications to the organization's IT systems and modify existing IT systems or develop new approaches to address future business needs.

Essential Functions and Responsibilities include the following. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

People and Customer Service:

• Clearly communicates with both staff and non-IT personnel the team’s goals and initiatives.
• Promotes team building and develops professional growth paths for staff.
• Provides leadership on complex technical issues and mentors junior IT staff.
• Ensures timely resolution to all hardware and software support issues.
• Ensures customer focus and satisfaction by developing a service culture within the IT organization.

Execution and Planning:

• Executes the IT vision and roadmap to meet business objectives, maintain cost effectiveness and competiveness of the enterprise’s IT infrastructure, software and hardware.
• Oversees all computer hardware and software evaluation, selection and implementation projects, serving as project manager where appropriate.
• Manages multiple vendors and service providers to support our needs including evaluating vendors and recommending changes to support the organization’s goals.
• Develops and manage IT policies and procedures.
• Introduces and promotes project management methodologies throughout the IT organization.
• Creates processes to efficiently document maintenance activities, failure analysis results, incident reports, penetration analysis, audit results and activities related to management of projects.

Budget and Assets:

• Identifies and implements best practices for optimizing IT costs, improving system performance, and ensuring service-level requirements are met.
• In collaboration with Finance, prepares IT capital budget, develops and executes departmental budget and strategic plans.
• Makes recommendations to ensure appropriate allocation of IT resources across all users based on need and funding.

Technical:

• Directs the IT team in development, implementation and maintenance of all computer networks and infrastructure supporting Evergreen Goodwill’s retail, Job Training and Education (JTE) and administrative operations, including point-of-sale, accounting, human resources, classroom technology, access to the Internet and all forms of electronic mail.
• Assesses current IT environment and asset allocation to ensure optimal performance.

Security and Compliance:

• Maintains confidentiality of organization, project, fiscal, and human resources information.
• Ensures security best practices, including securing Personally Identifiable Information (PII) and PCI compliance.
• Upholds safe work practices in support of a safety culture through awareness and observation; trains and educates employees of safety requirements; reports any potential hazards or accidents.

Supervisory Responsibilities:

Carries out supervisory responsibilities in accordance with Goodwill’s policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning and directing work; monitoring performance; rewarding and disciplining employees; and addressing complaints and resolving problems. Partner with People and Culture as needed and appropriate.

Position Requirements (Qualifications for the job under the Americans with Disabilities Act)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

• Bachelor’s degree in computer science, computer engineering or related, relevant experience
• 10+ years of related experience and/or training;
• 5+ years of supervisory experience.  
• Proven understanding of balancing customer priorities, delivering cost effective solutions, and driving process optimization.
• Ability to lead teams and collaborate across the organization effectively.
• Experience in Microsoft Office & Windows desktop server software, VMware, security best practices, and PCI compliance. CISSP, PCIP, PMP preferred. Working knowledge of PMI project management fundamentals. Has foundations of ITIL practices in all aspects in regards to continual service management.
• Understanding of VDI environments. Has working understanding of cloud infrastructure design and functionality (AWS/Azure/O365).
• Prefer SaaS experience with a forward-thinking technology perspective.
• Preferred experience working with non-profit organizations.
• Ability to be flexible when faced with changing work circumstances.

• Able to recognize and embrace change as the external environment and organization evolves.

Certificates, Licenses, or Registrations:

• Must have reliable transportation and a valid WA State driver’s license.

Everyone Is Welcome  

When you join Evergreen Goodwill, you join a truly vibrant community. We value the things that make us different and unique. From diverse international and ethnic backgrounds, to languages, identities, ages, orientations, and beyond, Evergreen Goodwill celebrates individual and cultural diversity.  

Why work at Evergreen Goodwill?  

• A health plan that includes medical, dental, vision and prescription coverage
• 100% Employer-paid life, accidental death and dismemberment (AD&D), and long-term disability insurance (for salaried employee)
• Voluntary supplemental coverage for life, accident, illness, and short- and long-term disability
• Flexible Spending Accounts (FSA) Plan
• Roth and 403(b) Retirement Savings Plan program
• Paid vacation, (9) holiday and sick time
• Limited paid time off for Jury Duty and Bereavement Leave
• Employee discounts
• Employee Assistance Program (EAP)
• Career Advancement Opportunities
• Paid Job Training

EEO Statement: Evergreen Goodwill of Northwest Washington is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, creed, sex, national origin, age, disability, marital status, citizenship, military status, sexual orientation, gender identity, genetic information, veteran status, or other protected characteristics in accordance with applicable law. This policy applies to all aspects of employment, including hiring, compensation, benefits, and termination.  

This document does not represent a contract of employment, and EGNW reserves the right to change this job description and/or assign tasks for the employee to perform, as EGNW may deem appropriate.