Technology & Systems Manager

A. ROLE OVERVIEW

In this role, you hold direct people-management responsibility specifically for the Business Support department, taking full accountability for overall department performance in alignment with company goals. The scope of your department is to serve as a centralized partner providing technical, data, and systems assistance to teams across the entire organization.

DUTIES & RESPONSIBILITIES

1. Team Leadership & People Management

• Department Leadership: Directly manage and guide the Business Support team across IT, InfoSec, Data/AI, and Enterprise Systems, aligning department output with company goals.
• Performance Metrics: Establish clear team performance metrics, KPIs, and SLAs to maintain high service standards and track team output.
• Delegation & Guidance: Provide day-to-day guidance, handle task delegation, oversee team bandwidth, and manage workload distribution.
• Coaching & Accountability: Conduct regular coaching, goal setting, performance reviews, and process discipline management in collaboration with Human Resources.

2. Technology, Systems & AI Infrastructure Management

• IT Software & Systems: Oversee the IT software stack—managing licensing, maintenance, patching, upgrades, and vendor uptime. Serve as the point of escalation for complex technical issues.
• AI Integration & Automation: Identify, pilot, and roll out AI tools across departments, tracking ROI, training teams, and ensuring privacy/security compliance.
• CRM & Tool Implementation: Manage the CRM platform and lead the evaluation, selection, onboarding, and optimization of new systems.
• Vendor Management: Evaluate, negotiate, and monitor third-party vendor contracts against SLAs while maintaining an accurate vendor inventory.

3. Information Security Governance & Compliance

• Develop and maintain the organization's information security framework, access controls, data privacy compliance, and Google Workspace security configurations.
• Conduct periodic risk assessments, access audits, incident response protocols, and security awareness training.
• Serve as the primary point of contact for client security inquiries, due diligence, and audits.

4. Data & Analytics Management

• Own central databases to ensure data is accurate, centralized, and accessible for real-time reporting across departments.
• Prepare custom reports for leadership and functional teams, serving as the organization's primary data point person.

5. Technical Advisory & Infrastructure Support

• Provide data analytics, technical expertise, and systems/architecture guidance to other functions (e.g., Service Delivery, Sales, Marketing, Account Management) as needed in an advisory and technical capacity.
• Provide backend technical support and ongoing maintenance for communications infrastructure overall (e.g., survey tools, platform configurations), excluding direct management of customer operations or client support hotlines.
• Research industry trends in tech, data, and AI to deliver strategic recommendations for executive decision-making.

6. Operational Strategy & Process Improvement

• Partner with department leads to analyze workflows and build streamlined, automation-ready processes.
• Oversee company-wide process documentation support to keep departmental workflows aligned with the evolving tech stack.
• Research industry trends across tech, data, and AI to deliver strategic recommendations for executive decision-making.

C. SKILLSET & TECHNICAL REQUIREMENTS

• Cross-Functional Leadership: Proven experience managing and developing a direct team while extending leadership to collaborate with, guide, and influence team members across other departments.
• IT Systems & CRM (Required):Hands-on experience with HubSpot is required. Demonstrated experience across multiple CRM/business software platforms (e.g., Salesforce, monday.com) is a core requirement; candidate must quickly grasp and adapt to current and future tech stacks.
• Data & Analytics: Demonstrated capability to read, understand, and act on operational data to drive decision-making.