At the American Cancer Society, we're leading the fight for a world without cancer. Our employees and 1.5 million volunteers are raising the bar every single day. We actively seek candidates from diverse backgrounds including communities of color, the LGBTQ community, veterans, and people with disabilities. The greater the diversity of our people, the better we can serve our communities.

The people who work at the American Cancer Society focus their diverse talents on our lifesaving mission. It is a calling. And the people who answer it are fulfilled.

The IT Manager plays a crucial role in overseeing and managing the Information Technology (IT) functions and day-to-day work within the organization. Responsible for leading a team of IT professionals, the IT Manager provides guidance and support to ensure the effective delivery of IT services and solutions. The IT Manager must possess strong leadership, communication, and problem-solving skills, along with a deep understanding of IT systems, technologies, and best practices. By leveraging their expertise and experience, the IT Manager plays a key role in managing the day-to-day operations of IT, driving continuous improvement, and ensuring the reliability, security, and scalability of IT infrastructure and successful delivery of services with a focus on service excellence.

MAJOR RESPONSIBILITIES

Team Leadership and Development

• Lead and manage a team of IT professionals, overseeing all aspects of team dynamics from recruiting and hiring to professional development and performance management.

• Provide guidance, coaching, and mentorship to team members to foster individual growth and enhance overall team performance.

• Set clear objectives and expectations, delegate tasks effectively, and empower team members to achieve goals while ensuring alignment with organizational objectives.

• Manage resource capacity effectively, balancing workload and skillsets to optimize team performance and productivity.

• Hold team members accountable to established goals and service excellence standards, providing regular feedback and support to ensure continuous improvement.

• Conduct regular one-on-one meetings with team members to provide guidance, support, and meaningful feedback on performance and development opportunities.

Vendor Management

• Establish and maintain relationships with technology vendors, negotiate contracts, and evaluate vendor products and services to meet organizational needs.

• Monitor vendor performance, resolve issues, and ensure compliance with service level agreements (SLAs) and contractual obligations.

Budgeting and Financial Management:

• Develop and manage the departmental budget, forecasting expenditures and tracking expenses to optimize resource allocation and control costs.

• Ensure invoices are processed and paid in a timely manner, maintaining financial records and documentation in compliance with organizational policies and procedures.

• Create purchase orders (POs) for necessary equipment, software, and services, collaborating with vendors and internal stakeholders to ensure timely procurement and delivery.

IT Security and Compliance

• Implement and enforce IT security policies, procedures, and controls to protect organizational data, systems, and assets from internal and external threats.

• Ensure compliance with regulatory requirements, industry standards, and best practices related to IT security and data privacy.

• Support seamless IT audits by proactively preparing documentation, facilitating auditor access, and addressing any identified gaps or discrepancies to ensure compliance with regulatory requirements and internal controls.

• Establish and maintain robust disaster recovery plans and procedures to minimize downtime and data loss in the event of system failures, natural disasters, or other emergencies, conducting regular tests and updates to validate and improve readiness.

IT Documentation and Process Management

• Take accountability for ensuring the accuracy and currency of all IT documentation, including policies, procedures, diagrams, and other relevant materials, to maintain alignment with organizational standards and best practices. 

• Develop and regularly review IT processes and procedures to optimize efficiency, effectiveness, and alignment with organizational objectives, leveraging feedback from stakeholders and industry best practices.

Cultural Excellence Advocacy

• Serve as a catalyst for change in the IT department, driving a cultural shift towards a consultative and solution-oriented approach, with a strong emphasis on delivering excellent customer service.

• Promote a culture of collaboration within the IT team and across the organization, fostering strong relationships and partnerships both internally and externally.

• Encourage open communication, knowledge sharing, and cross-functional collaboration to enhance innovation, problem-solving, and decision-making capabilities.

• Lead by example, championing behaviors and practices that reinforce a collaborative and customer-centric mindset, while recognizing and celebrating achievements that reflect these values.

FOCUS AREAS

Summary: IT Application Support Manager will oversee a team of system administrators and engineers responsible for maintaining and optimizing financial, procurement, and HR systems, including NetSuite, Coupa, Adaptive, Concur and Workday integrations. This role ensures that the systems are functioning at peak performance, while aligning technology with the organization’s business needs. The manager will also lead the team in handling system customizations, process improvements, system integrations and cross-functional collaboration.

• Lead a team of system administrators responsible for financial, procurement and HR tools

• Supervise day-to-day administration of enterprise applications, ensuring timely system maintenance, integrations, updates, and troubleshooting. Ensure that systems such as NetSuite, Coupa, Workday and related bolt-on solutions and integrations are functioning optimally and are kept on current releases.

• Act as a liaison between IT and business stakeholders, including finance, procurement, and HR teams. Ensure the system administrators are responsive to business needs, providing clear communication and innovative solutions.

• Oversee the customization and optimization of financial, procurement, and HR systems, including workflows, dashboards, reports, and integrations. Ensure that system administrators address system notifications, errors, and logs efficiently.

• Collaborate with system administrators to assess and recommend third-party applications or bolt-on solutions that will enhance business operations. Ensure that systems are evaluated against organizational goals and future scalability needs.

• Lead efforts to maintain the integrity and security of data within financial and procurement systems. Ensure system administrators are conducting routine security audits, reviewing user permissions, and managing data accurately.

• Oversee system upgrade projects, managing the team's efforts to test and implement new releases, while minimizing disruption to business processes. Coordinate with business process owners to evaluate the impact of new functionality on existing configurations and customizations.

• Monitor the team's handling of service tickets and system issues, ensuring prompt resolution and high customer satisfaction. Collaborate with the Service Desk and other IT support teams to streamline incident response and problem management.

• Ensure the team maintains up-to-date documentation of system changes, processes, and runbooks. Lead the team through the change management process, attending change management meetings, and ensuring audit readiness.

• Stay informed on new system functionalities and lead the team in adopting best practices for system usage and administration. Provide strategic recommendations to business stakeholders on how to leverage new system capabilities.

• Set clear expectations for the team members, driving continuous improvement and cross-training. Encourage professional development, ensuring the team stays current with emerging technologies and trends in enterprise applications.

FORMAL KNOWLEDGE  

• Bachelor’s degree in information technology, Computer Science, or a related field.

• Proven experience in IT management, with a minimum of 5 years in a leadership role.

• 5+ years in a customer support environment

• 2+ years in technical support or technical project management

SPECIALIZED TRAINING OR KNOWLEDGE:        

• In-depth knowledge of IT systems, infrastructure, and technologies, including but not limited to networking, cloud computing, cybersecurity, and enterprise applications.

• Understanding of the SDLC

• Vendor-specific certifications (e.g., Boomi, Salesforce, CAP Microsoft Certified Solutions Expert, etc.)

• Training in emerging technologies (e.g. AI, machine learning, blockchain)

COMPETENCIES/SKILLS

• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve high performance.

• Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels of the organization.

• Strategic thinking and problem-solving abilities, with a focus on driving innovation, efficiency, and continuous improvement.

• Sound decision-making and analytical skills, with the ability to analyze complex issues, evaluate options, and make informed decisions.

• Knowledge of IT governance frameworks, standards, and best practices.

• Familiarity with regulatory requirements and compliance standards relevant to the non-profit industry.

• Analyzes complex issues and identifies practical solutions, leveraging technical expertise and critical thinking skills to address challenges.

• Engages stakeholders in collaborative problem-solving processes, soliciting feedback and insights to inform decision-making and drive innovation.

• Makes sound and timely decisions that align with organizational objectives, leveraging available data and analysis to drive results.

• Possesses a proactive and action-oriented mindset, seizing opportunities and tackling challenges with urgency, energy, and enthusiasm.

• Builds and maintains strong relationships both inside and outside of IT, collaborating with cross-functional teams and external partners to achieve shared objectives.

• Tailors communication and messaging to diverse audiences, adapting language and approach to ensure understanding and engagement.

SPECIAL MENTAL OR PHYSICAL DEMANDS

• May require occasional travel.

• May require long or irregular hours

The starting rate is $100,000 to $120,000 annual. The final candidate's relevant experience/skills will be considered before an offer is extended. Actual starting pay will vary based on non-discriminatory factors including, but not limited to, geographic location, experience, skills, specialty, and education.

The American Cancer Society has adopted a vaccination policy that requires all staff, regardless of position or work location, to be fully vaccinated against COVID-19 (except where prohibited by state law).

ACS provides staff a generous paid time off policy; medical, dental, retirement benefits, wellness programs, and professional development programs to enhance staff skills. Further details on our benefits can be found on our careers site at: jobs.cancer.org/benefits. We are a proud equal opportunity employer.