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About the Role

Reporting to the Chief Technology Officer, the Director of Information Technology leads day-to-day IT operations and ensures reliable, secure, and responsive technology services across Institute on Aging. The role manages the organization’s managed service provider (MSP), oversees Microsoft 365 and core infrastructure, and coordinates cybersecurity operations and end-user support. Working within the technology direction and priorities established by the CTO, the Director translates those priorities into practical operating plans and service improvements. The successful candidate combines hands-on technical judgment with effective vendor management, team leadership, and a strong customer service orientation. The Director leads internal IT staff and external providers, establishes clear accountability for service delivery, and partners with colleagues to support office-based, remote, and field employees. This role focuses on operational execution, security, and continuous improvement rather than enterprise-wide technology strategy, business application ownership, or data and analytics architecture.

Responsibilities

Manage day-to-day IT operations, establishing service priorities, operating procedures, and improvement plans aligned with the CTO’s direction and organizational needs.
Manage the MSP relationship and service delivery, including service-level agreements, support coverage, regular service reviews, escalations, and corrective actions.
Oversee administration, security, and ongoing improvement of Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, identity and access management, and endpoint management, in coordination with the MSP.
Maintain reliable core infrastructure, including networks, connectivity, wireless services, servers, cloud infrastructure, endpoints, and related services.
Lead end-user support and service management, including incident and request handling, escalation, knowledge documentation, employee onboarding and offboarding, device provisioning, and timely access changes.
Coordinate cybersecurity operations with internal security staff and service providers, including security monitoring, vulnerability remediation, endpoint protection, access reviews, and security awareness training.
Implement and maintain IT security policies, controls, and documentation in support of applicable privacy and security requirements, including HIPAA.
Maintain and test IT backup, restoration, disaster recovery, and incident response procedures with the MSP and internal stakeholders.
Partner with business application owners and vendors on infrastructure, access, integrations, and technical troubleshooting needed to support their systems.
Coordinate IT infrastructure requirements for facilities projects, office moves, and site changes, including connectivity, cabling, network equipment, and audio-visual services.
Ensure remote and field-based employees have secure, supportable technology, including managed devices, mobile services, remote access, and collaboration tools.
Manage IT operational projects and changes, coordinating testing, communications, documentation, and user readiness.
Manage assigned IT operating expenses and contribute to budget planning.
Lead and develop internal IT staff through clear priorities, effective delegation, coaching, cross-training, and documented responsibilities.
Evaluate IT service providers and proposals, define operational requirements, and support contract and renewal reviews with the CTO and appropriate internal partners.

Requirements

At least 7 years of progressive experience in IT operations, infrastructure, or service delivery, including at least 3 years managing IT staff and external service providers.
Experience supporting a multi-site organization.
Practical experience managing cybersecurity controls, vulnerability remediation, incident response coordination, and risk assessment activities.
Experience leading IT staff, setting priorities, delegating work, coaching team members, and coordinating responsibilities between internal teams and external providers.
Demonstrated ability to deliver IT infrastructure and operational improvement projects, manage competing priorities, and apply practical project and change management disciplines.
Technical experience supporting networks, connectivity, wireless infrastructure, endpoints, server and cloud environments, backups, and disaster recovery.
Ability to troubleshoot complex issues and direct appropriate provider support.
Experience with IT service management practices, including ticketing, incident and problem management, onboarding and offboarding, asset management, and service performance reporting.
Demonstrated experience managing an MSP or comparable outsourced IT services relationship, including service-level monitoring, escalations, service reviews, contract renewals, and vendor accountability.
Experience managing IT operating expenses, technology procurement, software licensing, asset lifecycles, and vendor costs within approved budgets.
Strong customer service orientation and communication skills with the ability to collaborate with and support a diverse range of internal clients.
Ability to develop strong relationships within a fast-paced, multi-faceted organization that values diverse opinions; enthusiasm for working in an entrepreneurial and innovative environment.
Ability to maintain clear technical documentation and communicate service issues, risks, and recommendations to nontechnical audiences.
California driver’s license is required.
Physical requirements include ability to sit at a desk for long periods using a computer, frequent use of phones and remote meeting tools, ability to drive to and inspect sites, agility and dexterity to handle technical equipment, and ability to lift 25 lbs.

Skills

Microsoft 365 administration and security
Exchange Online
Teams
SharePoint
OneDrive
Microsoft Entra ID
Microsoft Intune or comparable endpoint management tools
Networks
Connectivity
Wireless infrastructure
Endpoints
Server environments
Cloud environments
Backups
Disaster recovery
IT service management practices
Ticketing systems
Incident management
Problem management
Onboarding and offboarding processes
Asset management
Service performance reporting
Managed Service Provider (MSP) management
Service-level monitoring
Vendor accountability
IT operating expense management
Technology procurement
Software licensing
Asset lifecycle management
Vendor cost management
Customer service
Communication
Collaboration
Technical documentation
Project management
Change management

Location

San Francisco headquarters
Travel to other work sites throughout California

Work Type

Onsite
Travel

Experience Level

7+ years in IT operations, infrastructure, or service delivery
3+ years managing IT staff and external service providers

Education Level

Bachelor’s degree in information technology, computer science, information systems, or a related field, or an equivalent combination of relevant education and experience.

Salary/Compensations

$190,000 - $210,000/Annual

About the Company

IOA is on the forefront of revolutionary healthcare models, reshaping the way people can age in place.
Our innovative models transform lives, enhance communities, and save healthcare systems millions of dollars.
Rather than focusing on archaic outdated design, we strive to consistently question the “status-quo” and create new and more innovative ways to help aging adults and adults with disabilities maintain their quality of life.
With over 23 programs, we offer multiple ways to aid seniors maintain their health, well-being, independence and participation in the community, fulfilling our mission.