IT Support Supervisor

Hope Mission Statement

The mission of Hope the Mission is to prevent, reduce and eliminate poverty, hunger, and homelessness by offering immediate assistance and long-term solutions.

Position Purpose and Summary 

HTM's staff cannot serve people experiencing homelessness if the technology they depend on does not work. Case managers, kitchen teams, program staff, and administrators across dozens of sites rely on functioning networks, devices, and systems every day. When technology fails, the mission slows down. When participant data is exposed, the harm is not recoverable.

The IT Manager owns HTM's technology infrastructure and the security of the data that moves across it. This role works with the agency Managed IT Support Provider (MSP) to set network, system, and security standards; manages the vendor relationships and contracts behind them; owns the access control platform governing who can enter which building and which system; plans and budgets for the organization's technology needs; and leads the IT team.

The core function of this role is managing assets and risk elimination. Systems are audited on schedule. Security gaps are resolved before they affect operations. Access is granted when someone is hired and removed the day they leave. At HTM, technology infrastructure is the operational backbone of a multi-site organization serving one of the most vulnerable populations in Los Angeles. The IT Manager is accountable for keeping that backbone strong.

Primary Duties and Responsibilities 

Team Leadership and Personnel Management

• Coordinate with MSP and vendors to facilitate implementation, remediation efforts and address agency IT needs. 

• Supervise IT staff including work assignment, coaching, training, and performance evaluation.

• Prioritize workload across the IT team and ensure service commitments and project deadlines are met.

• Conduct performance evaluations and issue corrective action in coordination with Human Resources.

• Recommend hiring, advancement, compensation, and separation decisions to the Director of Assets and Logistics.

• Review and approve staff timekeeping before payroll deadlines.

• Develop IT staff technical capability through training and structured assignment.

Infrastructure and Systems Management

• Responsible for coordination with MSP regarding HTM's network, server, and systems architecture across all locations.

• Set standards for operating systems, security tools, applications, servers, email systems, and endpoint devices across Mac and PC environments.

• Report identified security and network gaps with recommendations for remediation.

• Assess growth needs and ongoing maintenance requirements with department leaders across the organization.

• Oversee and Coordinate with all external technology partners to ensure continuity of operations and integrity of systems.

Information Security and Data Protection

• Maintain safeguards for systems containing participant and employee data consistent with HIPAA and applicable privacy requirements.

• Oversee user account provisioning, permission levels, and periodic access review.

• Coordinate response to security incidents and suspected data exposure with the Director of Assets and Logistics, Human Resources, and Legal.

• Oversee security awareness training in coordination with Human Resources and Learning and Development.

Physical Security and Access Control

• Own the access control platform administering employee access across HTM sites.

• Set access control levels based on role, site, and business need. Approve exceptions.

• Oversee video management systems, alarms, and related physical security infrastructure.

• Ensure system access and physical access are provisioned at onboarding and removed at separation within required timeframes, in coordination with Human Resources.

• Audit issued keycards and access records on a defined cycle.

Vendor, Budget, and Procurement

• Manage vendor and third-party service provider relationships, contracts, and service levels.

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• Forecast equipment replacement and licensing renewal needs and recommend capital planning to the Director of Assets and Logistics.

• Evaluate and recommend technology purchases against operational requirements and total cost of ownership.

Projects and Performance

• Oversee IT project implementation in alignment with organizational and technology strategy.

• Support technology setup for new site openings and de-mobilizations.

• Define, track, and communicate IT key performance indicators including service response and resolution times.

• Report system status, security posture, and project progress to the Director of Assets and Logistics.

• Complete hazard corrections assigned by Risk and Safety within the assigned completion date.

Marginal Functions

• Provide hands-on technical support when staff coverage is unavailable or when an issue requires escalation.

• Serve as escalation contact for time-sensitive access control and system outages outside business hours.

• Represent IT in cross-departmental and organizational meetings.

• Perform additional duties as assigned by the Director of Assets and Logistics.

Skills 

• Manages a multi-site IT infrastructure with proactive maintenance, clear documentation, and minimal downtime.

• Identifies technology vulnerabilities and security gaps before they become operational disruptions.

• Establishes access control standards and administers them with accuracy, timeliness, and strict attention to security protocols.

• Protects confidential participant and employee data as a matter of daily practice, not periodic review.

• Leads IT staff and projects with clear direction, accountability, and follow-through on deadlines.

• Communicates technical information clearly and professionally to non-technical staff and leadership at all levels.

• Negotiates and manages vendor contracts and service relationships.

• Plans and controls a departmental budget against organizational priorities.

• Manages competing priorities across systems, projects, and sites without losing accuracy or responsiveness.

• Works collaboratively across departments to assess technology needs and support operational goals.

• Proficient in Microsoft Office, Google Workspace, Mac and PC operating systems, server administration tools, mobile device management, and access control platforms.

Qualifications Requirements: 

• Bachelor's degree in information technology, computer science, network administration, or a related field preferred; equivalent experience accepted.

• Minimum five years of experience in IT operations or systems administration required, with at least two years in a supervisory or lead role.

• Demonstrated experience managing networks, servers, and IT infrastructure across multiple locations required.

• Experience with physical security systems including access control platforms, video management systems, and alarms required.

• Experience with Mac and PC environments required.

• Proficiency with Apple Business Manager, Jamf MDM, and Ubiquiti Cloud Network required.

• Experience managing vendor contracts and a departmental budget preferred.

• Familiarity with HIPAA safeguards and data privacy requirements preferred.

• Relevant certifications such as CompTIA Network+, CompTIA Security+, or equivalent preferred.

• Bilingual in English and Spanish preferred.

Mandatory Requirements: 

• Background Screening – Employment is contingent upon the successful completion of  background checks as required per worksite.

• Drug and Alcohol Testing – Candidates must pass pre-employment and ongoing drug and alcohol screenings in accordance with company policy.

• Motor Vehicle Record (MVR) Check – For roles requiring driving, employment is contingent upon an acceptable driving record.

• Legal Eligibility to Work – Candidates must provide proof of legal authorization to work in the US.

• Compliance with Company Policies and HIPAA standards – All employees must comply with company policies, including safety, confidentiality, and conduct standards.

• Must have reliable transportation.

Physical, Demands, Environmental Conditions, Equipment 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. The employee is required to: walk and climb stairs; stand, bend,  squat, climb, kneel, and twist on an intermittent or sometimes continuous basis; grasp, push, pull objects such as  files, file cabinet drawers, and reach overhead; handle, finger, grasp and feel objects and equipment; reach with  hands and arms; be mobile by moving oneself from place to place quickly and easily; repeat various motions with  the wrists, hands, and fingers; be able to perform visual activities for (including, but not limited to) administrative  and clerical tasks; ability to lift up to 25 lbs.; communicate, receive and exchange ideas, information by means of  the spoken and written word; drive vehicles in and around Los Angeles County; be able to enter various buildings  that may require climbing stairs; be periodically subjected to outside environmental conditions. The employee may work in proximity to service animals and emotional support animals; use a desktop and/or laptop computer; various office machines. Complete all required forms in personal writing. 

Work Environment

The employee may be in contact with individuals and families in crisis who may be ill, using alcohol and drugs, and who may not be attentive to basic personal hygiene, health and safety practices. The employee may experience a number of unpleasant sensory demands associated with the participants’ use of alcohol and drugs, and lack of personal hygiene. The employee must be ready to respond quickly and effectively to many types of situations, including crisis situations and potentially hostile situations. The noise level in the work environment is usually moderate in an office setting. Sometimes work may become stressful when working under pressure or in crisis intervention.

EEO: HTM (Hope the Mission) provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HTM complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, placement, promotion, recall, transfer, leaves of absence, compensation and training. 

HTM will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if HTM is concerned about a conviction that is directly related to the job, you will be given the chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report. Find out more about the Fair Chance Act by visiting the California Department of Fair Employment and Housing’s Fair Chance Act webpage.