IT Manager at Farnham Family Services – Oswego, New York

Job Summary
The Information Technology (IT) Manager oversees the day-to-day operation, support, maintenance, security, and improvement of the agency’s technology environment across multiple sites. This is a hands-on leadership role responsible for supervising IT staff while also supporting core systems, resolving escalated issues, managing vendors, leading projects, and helping ensure stable and effective technology operations across the organization.

The IT Manager supports the agency’s hardware, software, networks, telecommunications, Microsoft 365 environment, end-user devices, Electronic Health Record (EHR), and other business-critical systems. The role is responsible for maintaining a secure, reliable, and well-managed technology environment and for identifying opportunities to improve systems, workflows, and infrastructure over time.

This position requires strong organization, sound judgment, clear communication, professionalism, and the ability to manage multiple priorities at once. The IT Manager must communicate effectively with staff, leadership, vendors, and external partners regarding issues, updates, outages, timelines, workflow changes, and project status, while maintaining a high level of confidentiality.

Essential Job Duties and Responsibilities
Additional duties may be assigned.

Leadership and Department Operations

• Supervise IT staff and interns, including assigning work, training, setting expectations, monitoring performance, and supporting development.
• Oversee day-to-day IT operations across agency sites and help ensure timely, effective support for staff and systems.
• Monitor, prioritize, and help resolve tickets, service requests, and technical issues directly when needed based on volume, complexity, or operational priority.
• Oversee onboarding and offboarding technology workflows, including account setup, access changes, device readiness, and related coordination with leadership and other departments.

Systems, Infrastructure, and Security

• Oversee the operation, support, and maintenance of agency computer systems, servers, networks, wireless infrastructure, firewalls, backups, Microsoft 365, and related technology services.
• Proactively review systems, workflows, and hardware to identify risks, gaps, inefficiencies, and opportunities for improvement.
• Recommend and implement upgrades or changes that improve security, reliability, performance, and overall usability.
• Support agency cybersecurity practices, including least-privilege access, multi-factor authentication, endpoint security, email security, and regular access review processes.
• Help maintain backup, disaster recovery, and business continuity practices for core systems and services.
• Oversee device and asset lifecycle processes, including inventory, assignment, recovery, replacement planning, and documentation.

Projects, Vendors, and Business Systems

• Lead and participate in active IT projects from planning through completion, helping ensure timelines, requirements, and deliverables are met.
• Coordinate with internal stakeholders, contractors, and vendors to support both day-to-day operations and project work.
• Serve as the primary point of contact or escalation point for technology vendors, service providers, consultants, and software partners.
• Support agency business systems, including the EHR and related platforms, by coordinating maintenance, troubleshooting, issue resolution, and vendor communication.
• Maintain accurate and organized IT documentation, including system notes, workflows, runbooks, inventories, and support procedures.
• Communicate system issues, updates, changes, and project status clearly and professionally to staff, managers, and leadership.

Compliance and Operational Standards

• Help ensure IT activities are carried out in accordance with applicable laws, regulations, agency policies, and contractual requirements, including HIPAA and 42 CFR Part 2.
• Support appropriate access management, confidentiality, and handling of sensitive agency information.
• Help maintain consistent technology standards and practices across agency locations.

Supervisory Responsibilities
This position supervises IT Specialists and interns.

Education and Experience

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred. Equivalent experience may be considered.
• Experience leading or playing a key role in IT operations, infrastructure, end-user support, and systems administration.
• Prior supervisory or team lead experience required.
• Experience with Microsoft 365, including Exchange, SharePoint, and Teams.
• Experience supporting multi-site environments and network operations.
• Experience with ticketing systems, asset management, and regulated healthcare systems preferred.

Knowledge, Skills, and Abilities

• Ability to lead IT operations while remaining hands-on when needed.
• Strong troubleshooting and problem-solving skills across hardware, software, connectivity, and user support.
• Ability to manage multiple priorities, projects, and deadlines with strong follow-through.
• Ability to assess systems and workflows and recommend practical improvements.
• Strong communication skills, including the ability to explain technical issues and risks clearly to non-technical staff and leadership.
• Strong organizational skills, judgment, professionalism, and discretion with sensitive information.

Special Requirements

• Valid driver’s license required.
• Regular travel between agency sites is required (Oswego, Mexico, Fulton, and Auburn).
• Ability to work flexible or additional hours as needed and respond to urgent outages or business-critical incidents.

Physical and Mental Requirements:

• Ability to sit, stand, walk, talk, hear, use hands to finger, grasp, handle or feel, reach, crouch, bend, or kneel, and perform repetitive motions of the hands and/or wrists (typing).
• Ability to exert up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.
• Close mental and visual attention required to perform work dealing primarily with preparing, analyzing, and interpreting data and figures, using a computer terminal, and/or extensive reading.

Environmental Conditions:

Potential exposure to adverse environmental conditions. Work is performed in a typical office work environment but includes frequent travel to within client service locations. Understands and follows infection control standards and complies with the use of personal protection equipment to prevent exposure and transmission of communicable disease.

Disclaimer:

• All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
• This job description in no way states or implies that these are the only duties to be performed by the employee(s) occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.
• The company reserves the right to add to or revise an employee's job duties at any time at its sole discretion.
• This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.
• All job responsibilities with be in alignment with value- based health/payment. It is the responsibility of this position to know and understand the specific implications of VBH/VBP on day-to-day duties on the job.