Information Technology Manager

Goodwill Industries Of The Gulf Coast Inc; Mobile (AL); On-site; USD 80,000 - 110,000; Full time

Job summary

Goodwill Industries Of The Gulf Coast Inc. seeks an IT Manager to lead the IT department, ensure reliable technology across retail, programs, and administration, and drive security and continuous improvement. You will manage staff, vendors, and budgets while aligning IT with mission needs.

The role requires strong leadership, customer service, and hybrid collaboration across sites, with regular travel to support stores and facilities. A IT degree and retail POS experience are preferred.

Qualifications

• 5+ years of progressively responsible IT experience with leadership or supervisory responsibilities.
• Experience supporting retail POS environments preferred.
• High school diploma required; Associate or Bachelor degree in IT or related field.
• Ability to travel regularly to agency locations.
• Strong customer service and communication skills for diverse users.
• Ability to supervise, coach, and develop IT staff and contractors.

Responsibilities

• Supervise, train, assign work to, and evaluate IT staff.
• Set daily and long-term IT priorities to ensure timely support.
• Oversee helpdesk operations, ticketing, and escalation procedures.
• Manage retail POS systems, registers, scanners, and connectivity for stores.
• Coordinate with vendors and external service providers for repairs and upgrades.
• Maintain IT asset inventories and system documentation.
• Support IT budgeting, procurement, and lifecycle planning.
• Enforce security policies and change management practices.
• Provide clear, non-technical updates to leadership on IT risks and opportunities.
• Travel to agency locations as required.

Skills

Leadership

Customer service

Communication

Prioritization

Retail POS systems

Microsoft 365

Active Directory

Mobile devices management

Cybersecurity basics

Education

Associate’s degree in Information Technology

Bachelor’s degree in Information Technology

Tools

POS hardware

IT vendor management tools

Job description

TITLE: Information Technology Manager DATE WRITTEN: 01/2026DEPARTMENT: Administration SUPERVISED BY: AVP of OperationsSUPERVISES: IT Support Specialist STATUS: ExemptMission 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.FunctionThe 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 FunctionsSupervise, 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.Skills, Knowledge, and AbilitiesAbility 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 RequirementsHigh school diploma with 5+ years of progressively responsible IT experience, including leadership or supervisory responsibilities; orAssociate’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 RequirementsAbility 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 ConditionsOffice, 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 DeliveryHelpdesk ticket response and resolution timesReduction in repeat or recurring IT issuesPositive feedback from managers and employeesSystem ReliabilityUptime and reliability of retail POS systemsMinimal disruption to agency operations due to IT issuesTeam PerformanceEffective supervision and development of IT Support SpecialistsConsistent adherence to ticketing, documentation, and service standardsSecurity & CompliancePatch and endpoint protection compliance ratesProper user access controls and asset trackingSupport of audit and cyber insurance requirementsOperational ImprovementProactive identification of technology improvementsEffective vendor management and cost controlClear communication of risks and recommendations to leadership