Information Technology Manager (43109) at Goodwill Gulf Coast

Mobile, Alabama, United States -

Full Time

Start Date

Immediate

Expiry Date

18 Apr, 26

Salary

65000.0

Posted On

18 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Customer Service, Communication, IT Support, Cybersecurity, Helpdesk Management, Vendor Management, Technology Planning, Documentation, Problem Solving, Team Development, Asset Management, Network Equipment, Patch Management, Operational Efficiency, Data Protection

Industry

Non-profit Organizations

Description

Job Details Job Location: Mitchell - Mobile, AL 36617 Position Type: Full Time Education Level: High School Salary Range: $65,000.00 - $65,000.00 Salary/year Job Shift: Mon-Fri 8am-4:30pm & some weekend sh Job Category: Information Technology TITLE: Information Technology Manager DATE WRITTEN: 01/2026 DEPARTMENT: Administration SUPERVISED BY: AVP of Operations SUPERVISES: IT Support Specialist STATUS: Exempt Mission Contribution: Leads and oversees information technology services that are critical to Goodwill’s ability to operate retail locations, support mission programs, and deliver administrative services. Through effective management of people, systems, and vendors, the IT Manager ensures technology reliability, security, and continuous improvement in support of Goodwill’s mission and operational goals. Function The IT Manager is responsible for overseeing, coordinating, and continuously improving the organization’s technology and communications infrastructure. This role manages the IT Department, supervises IT staff, ensures reliable and secure technology operations, and aligns IT services with the mission and operational needs of the agency, including retail POS systems. Essential Functions Supervise, train, assign work to, and evaluate staff. Set daily and long-term priorities for the IT Department to ensure timely and effective support. Ensure consistent use of the helpdesk system, documentation standards, and escalation procedures. Coach staff to provide excellent customer service and professional support to all internal customers. Address performance issues and support professional development in coordination with Human Resources. Oversee end-user support for workstations, mobile devices, printers, communications devices, and audio/visual equipment. Ensure reliable operation and support of retail POS systems, including registers, scanners, peripherals, and connectivity. Ensure incidents, service requests, and resolutions are properly logged, tracked, and reported in the helpdesk system. Monitor ticket trends and workloads to proactively address recurring issues and staffing needs. Escalate complex technical issues appropriately and coordinate resolution with vendors or external service providers. Ensure all workstations, systems, and applications comply with approved standards for hardware, software, patching, and security. Oversee user account provisioning, modification, and deactivation to maintain appropriate access controls. Coordinate with external partners regarding servers, firewalls, network equipment, and system changes. Ensure endpoint protection, patch management, and system updates are completed according to established schedules. Maintain accurate IT asset inventories and system documentation using approved tools and processes. Participate in IT budgeting, purchasing, and lifecycle planning for hardware, software, and services. Manage relationships with IT vendors, service providers, and contractors. Evaluate technology solutions and recommend improvements that support operational efficiency, security, and cost control. Support technology planning efforts aligned with organizational growth, retail operations, and program needs. Enforce IT policies, standards, and procedures to support cybersecurity, data protection, and operational continuity. Support audits, cyber insurance requirements, and risk management initiatives as needed. Ensure staff follow change management and security best practices. Act as a positive role model by observing safety procedures, personnel policies, and ethical standards. Review helpdesk metrics and prepare regular performance and trend reports for leadership. Communicate IT issues, risks, and improvement opportunities in clear, non-technical language. Maintain regular attendance and availability to support agency operations. Perform other duties as assigned. Qualifications Skills, Knowledge, and Abilities Ability to lead, supervise, and motivate staff in a service-oriented environment. Strong customer service and communication skills with both technical and non-technical users. Ability to prioritize competing demands in a fast-paced environment. Working knowledge of workstation operating systems, POS systems, Microsoft 365, Active Directory, and mobile devices. Understanding of basic cybersecurity principles and IT controls. Ability to maintain confidentiality and handle sensitive information appropriately. Ability to travel regularly to agency locations as required. Experience and Education Requirements High school diploma with 5+ years of progressively responsible IT experience, including leadership or supervisory responsibilities; or Associate’s or Bachelor’s degree in Information Technology or a related field with equivalent experience. Experience supporting retail POS environments strongly preferred. Experience managing or coordinating IT staff or vendors preferred. Must meet eligibility guidelines directed by our insurance agency to operate company vehicles. Physical Requirements Ability to lift and carry objects weighing up to 25 lbs. frequently and up to 75 lbs. with assistance occasionally. Ability to perform repetitive hand and wrist movements. Ability to bend, stretch, twist, and stoop as required for equipment setup and troubleshooting. Working Conditions Office, retail, and warehouse environments. Frequent travel throughout the organization’s service territory. Occasional evening or weekend work to support critical systems or deployments. Key Performance Indicators (KPIs) The IT Manager’s performance will be evaluated based on the following outcomes: Service Delivery Helpdesk ticket response and resolution times Reduction in repeat or recurring IT issues Positive feedback from managers and employees System Reliability Uptime and reliability of retail POS systems Minimal disruption to agency operations due to IT issues Team Performance Effective supervision and development of IT Support Specialists Consistent adherence to ticketing, documentation, and service standards Security & Compliance Patch and endpoint protection compliance rates Proper user access controls and asset tracking Support of audit and cyber insurance requirements Operational Improvement Proactive identification of technology improvements Effective vendor management and cost control Clear communication of risks and recommendations to leadership

Responsibilities

The IT Manager oversees the organization's technology and communications infrastructure, ensuring reliable and secure operations. This role includes managing IT staff, coordinating support for end-users, and aligning IT services with the agency's mission and operational needs.