IT Manager

Lifeworks, Inc.; Westwood (MA); On-site; USD 90,000 - 130,000; Full time

Job summary

Lifeworks, Inc. is seeking a full-time IT Manager to lead technology strategy and operations for adults with developmental and intellectual disabilities across more than 20 locations, serving about 450 users.

The role combines hands-on technical work with people leadership, guiding security, cloud and on-premises infrastructure, and vendor relationships. Under the CFO, the IT Manager will oversee the agency’s EHR, payroll systems, and third-party software, while driving migration from outsourced

Job description

As a team, the mission of Lifeworks is to provide advocacy, empowerment, and opportunity to those that we serve. As a member of our team, we are all here to support you as we provide creative opportunities and services to adults with developmental and intellectual disabilities. Lifeworks isn't just a job; it is an opportunity for a fulfilling career with a purpose. We offer competitive pay & excellent benefits in a rewarding and supportive environment.

Lifeworks is hiring a full time IT Manager to work with Individuals with ID/DD. We are a nonprofit human service agency that provides adults with developmental disabilities the opportunity to live engaged and meaningful lives. Under the direction of the Chief Financial Officer, the Information Technology Manager is responsible for the day-to-day operation, security, and strategic direction of technology across the agency, supporting approximately 450 users at more than 20 locations. The Manager supervises and develops the IT Support Staff and serves as the agency’s principal technical resource and escalation point. A central objective of this position is to progressively transition network, system, and Microsoft 365 administration currently performed by the agency’s outsourced information technology provider to internal staff, reducing the agency’s reliance on and expenditures with that provider while maintaining or improving service quality, availability, and security. This is a working management position; the Manager is expected to perform hands-on technical work in addition to supervisory and planning duties. The Manager provides technology oversight for the agency electronic health record, payroll, and other third-party software systems, and leads the review, approval, and secure deployment of artificial intelligence tools across the agency. The Manager partners with Operations and the healthcare side of the agency to maintain and attest to the security of protected health information in accordance with the HIPAA Security Rule. Complies with all principles of Human Rights, D.P.P.C., the Department of Developmental Services, the Division of Medical Assistance, and all other applicable funding regulations as adhered to by Lifeworks

Directly supervises one IT Support Staff position. Carries out supervisory responsibilities in accordance with agency policies and applicable law, including training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems; and participating in interviewing and hiring. Also directs the work of contracted technology vendors and consultants.

Leadership and Staff Development

• Supervises the IT Support Staff position, including assignment of work, setting of priorities, performance evaluation, and day-to-day coaching.
• Develops and executes a structured training plan that advances support staff from basic end user support toward independent administration of servers, network devices, and Microsoft 365 services.
• Documents systems, configurations, and recurring procedures so that agency knowledge resides with Lifeworks rather than with an outside provider or a single individual.
• Selects, implements, and administers an information technology ticketing system; establishes service standards, ticket handling practices, and escalation paths; and reports on service volume, response time, and performance to the Chief Financial Officer and senior leadership.
• Serves as the agency’s subject matter expert on technology and advises senior leadership in clear, non-technical terms.

Vendor Management and Transition of Outsourced Services

• Manages the relationship with the agency’s outsourced information technology provider, including scope, service levels, ticket escalation, invoicing accuracy, and performance review.
• Develops and executes a phased plan to bring outsourced functions in-house, prioritizing by cost, risk, and internal readiness, with the long-term objective of substantially reducing and ultimately concluding the managed services contract.
• Obtains and maintains full administrative control of agency tenants, systems, domains, licensing, and credentials, and ensures the agency retains ownership of all accounts, documentation, and configuration data.
• Documents current provider-performed services, defines transition milestones and acceptance criteria for each, and reports progress and realized savings to the Chief Financial Officer.
• Evaluates vendors and solicits competitive pricing for hardware, software, licensing, circuits, and services; negotiates terms and recommends selections.

Infrastructure, Network, and Cloud Operations

• Administers cloud-hosted server infrastructure, including provisioning, patching, monitoring, performance, and capacity planning.
• Administers and supports network infrastructure at all agency locations, including routers, switches, wireless access points, internet circuits, and remote access.
• Administers the agency Microsoft 365 tenant, including Exchange Online, SharePoint and OneDrive, Teams, Entra ID and any on-premises or hybrid Active Directory identity and access, licensing, and endpoint management.
• Oversees backup and disaster recovery for agency systems and data; verifies that backups complete successfully and periodically tests restoration.
• Supports the agency Voice over IP telephone systems across all locations, including moves, adds, changes, and coordination with carriers.
• Establishes and maintains monitoring and alerting for servers, network devices, endpoints, and circuits.
• Maintains a current inventory of hardware, software, licenses, and cellular devices, including acquisition and disposition records.

Security, Privacy, and HIPAA Compliance

• Works with Operations, healthcare program leadership, and the designated Information Security Officer to safeguard protected health information and to complete and attest to security requirements under the HIPAA Security Rule.
• Conducts and documents periodic security risk assessments; develops, tracks, and reports on remediation plans.
• Develops, maintains, and enforces the agency Written Information Security Program (WISP) as required under Massachusetts 201 CMR 17.00, together with supporting technology policies covering acceptable use, access control, passwords and multifactor authentication, mobile devices, remote access, encryption, and incident response.
• Administers endpoint protection, email security, patch management, and vulnerability remediation across servers, workstations, and mobile devices.
• Manages user account provisioning and timely termination of access, and performs periodic reviews of privileged and general user access.
• Coordinates security awareness training for agency staff and responds to reported phishing and security concerns.
• Supports completion of cyber liability insurance applications, funder and contractual security questionnaires, and business associate agreement obligations.
• Leads response to security incidents and coordinates notification requirements with senior leadership, Human Resources, and legal counsel as applicable.

End User Support and Program Services

• Provides and oversees technical support to staff on site, by telephone, and remotely, covering Windows and Mac computers, tablets and iPads, mobile devices, printers, scanners, and peripherals.
• Serves as escalation point for issues the IT Support Staff cannot resolve.
• Supports agency and Commonwealth of Massachusetts systems, including HCSIS and EIM, the agency electronic health record, agency databases, and other applicable applications, and coordinates with software vendors on issues and updates.
• Provides technology support to Employment, Residential, Day Habilitation, Family Support, and counseling programs, including group homes and other community-based residential sites, and supports new program startups, site openings, and relocations.
• Delivers individual and group training, develops job aids, and participates in new staff orientation.
• Supports conference room, training room, and program audio-visual systems, including displays, projection, and video conferencing.
• Oversees maintenance of the agency website and supporting technology in coordination with responsible staff and vendors.

Enterprise Applications and Third-Party Systems

• Provides technology oversight for the agency electronic health record, payroll and human resources information systems, finance and billing systems, and other third-party and software-as-a-service applications used across the agency.
• Serves as the technical point of contact and escalation path for third-party application vendors, and participates in vendor selection, implementation, upgrade, and migration projects.
• Reviews third-party applications for security, privacy, data protection, and interoperability before adoption, and confirms that business associate agreements and contractual security terms are in place where protected health information is involved.
• Administers integrations, data exchange, and single sign-on between third-party applications and agency identity systems, and works with system owners to align user provisioning and termination of access across all platforms.
• Maintains an inventory of third-party applications, license counts, renewal dates, and system owners, and identifies redundant or underused subscriptions for consolidation or elimination.
• Coordinates with system owners in Operations, Human Resources, Finance, and clinical programs, who retain functional ownership of their systems; while the Information Technology Manager retains responsibility for technical oversight, security review, and vendor coordination.

Planning, Budget, and Purchasing

• Develops and maintains a multi-year technology plan and lifecycle replacement schedule, and reviews it with senior leadership at least annually.
• Prepares and manages the annual technology operating and capital budget in partnership with the Chief Financial Officer, and reports on variances.
• Exercised delegated purchasing authority and may execute vendor agreements within limits established by the Chief Financial Officer; purchases and contracts outside those limits require review and approval of the Chief Financial Officer.
• Identifies and pursues cost reduction opportunities, including license right-sizing, nonprofit and educational pricing, contract consolidation, and elimination of redundant services.
• Manages internet, telephone, cellular, and cable contracts and billing across all agency locations, including group homes and remote sites; reviews invoices for accuracy, tracks contract terms and renewal dates, and consolidates or renegotiates services to reduce recurring cost.
• Researches and pilots new technology and recommends adoption where it improves service to the people Lifeworks supports or reduces operating cost.

Artificial Intelligence Oversight and Governance

• Participates with senior leadership in establishing the agency position on the use of artificial intelligence tools, and helps develop and maintain an acceptable use policy governing agency and staff use of such tools.
• Reviews and approves artificial intelligence tools and artificial intelligence features embedded within existing applications before they are enabled or adopted, with primary emphasis on cybersecurity, data protection, and the safeguarding of protected health information and other confidential agency data.
• Evaluates proposed artificial intelligence tools for vendor data handling and retention practices, model training on agency data, access controls, authentication, logging, and contractual and business associate agreement obligations, and recommends approval, conditional approval, or denial.
• Coordinates the deployment of approved artificial intelligence tools across the agency, including configuration of security and privacy settings, license administration, and monitoring for unapproved use.
• Provides guidance and training to staff on the appropriate and secure use of approved artificial intelligence tools, including what information may and may not be entered into them.
• Monitors the evolving threat landscape associated with artificial intelligence, including artificial intelligence-assisted phishing, social engineering, and impersonation, and incorporates these risks into security awareness training and incident response planning.
• Advis