The Organization

Through clinical services, education, and research, The Family Institute at Northwestern University (TFI) is one of the nation’s leading relationship-based behavioral health organizations committed to strengthening and healing children and adolescents, couples, families, and individuals. When you join The Family Institute, you are joining a team of over 250 collaborators comprised of clinicians, educators, researchers, therapists-in-training, partners, and administrators across three service sites. We are a strong, independent organization focused on advancing the world of behavioral health.

Learn more about our culture.

The Role

Reporting to the Vice President of Information Systems, this role is responsible for managing the day-to-day operations of the Information Technology Department. The major components of this role include infrastructure support, Help Desk operations, setting institution-wide technology standards/practices, and leading projects in these areas. The IT Operations Manager will also focus on defining and developing key performance indicators to continually enhance the efficiency and effectiveness of the TFI IT Department. To be successful in this role, the IT Operations Manager must ensure the stability, security and efficiency of TFI’s technology systems and infrastructure, while providing TFI employees and leadership teams with the tools, documentation, and training for effective daily operations. This role oversees IT operations, support teams, vendors, and technology projects to optimize processes and foster continuous improvement across the organization.

Location
Chicago/Evanston/Northbrook
Department
Information Technology
Reports To
VP of Information Systems and Security Officer

Primary Responsibilities

  • Manage end-user support within Microsoft 365 and Azure environment, Help Desk staff, hands-on resolution of support issues, and ticketing system.
  • Maintain asset management tools to keep accurate records of deployed software and hardware inventory.
  • Ensure IT-related on-boarding, off-boarding and training materials are updated and accurate and participate in new employee and student orientation.
  • Oversee patch management to ensure timely operating system and software updates, and hardware replacements.
  • Manage identity and access management, user accounts, and roles-based access for TFI applications.
  • Manage LAN/WAN and Wi-Fi operations including triaging issues and dispatching contracted resources to affected areas.
  • Serve as a primary point of contact for Internet connectivity issues and interface with ISPs as needed to resolve outages or performance degradation. Monitor ISP performance to ensure adherence to contracted SLAs.
  • Manage VPN technologies, user permissions, and troubleshooting/resolving connectivity issues.
  • Responsible for ongoing operations of telecommunications technologies including telephone, fax, and customer-facing contact center.
  • Monitor and maintain routine backup and disaster recovery procedures. Perform periodic tests of backup data integrity. Develop disaster scenarios and conduct simulations to test recovery procedures.
  • Collaborate with VP of IS to develop policies and processes which ensure quality service delivery in accordance with ITSM best practices.
  • Maintain policies and processes based on changing business requirements to ensure data accuracy, information security, and legal/regulatory compliance.
  • Establish appropriate security practices in all areas of responsibility in collaboration with Data Privacy and Security.
  • Develops and maintains productive relationships with TFI users to ensure technology platforms and hardware meet current and future business needs.
  • Review vendor invoices to ensure accuracy of billing details and provide necessary feedback/documentation to Vice President of Information Systems.
  • Assist Vice President of Information Systems with budget planning, expense management, and technology strategy.
  • Conducts audits of currently implemented applications to verify their relevance in the workplace.
  • Serve as project manager for technology implementations within assigned areas of responsibility.
  • Provide weekly status reports to Vice President of Information Systems.
  • Lead the strategic development and deployment of advanced Artificial Intelligence (AI) and automation solutions, rigorously evaluating and integrating cutting-edge technologies to significantly improve operational efficiency, strengthen security measures, and deliver superior business outcomes.
  • Stay updated with emerging technologies and encourage the adoption of AI and automation to improve efficiency and security, lower operational costs, and drive innovation.
  • Cultivate and encourage a forward-thinking mindset by promoting research and development, continuous learning, and the adoption of modern methodologies.
  • Other duties as assigned.

Summary of Qualifications

Knowledge and Skills

  • 5+ years experience with administration of Microsoft 365 and Azure environment. 
  • 5+ years of experience working in IT operations performing similar duties.    
  • Bachelor's degree in information technology, Computer Science, Information Systems, or related field, or equivalent experience. 
  • Solid understanding of a broad set of IT concepts: computer systems, information security, networking, systems administration, databases and data storage systems, and phone systems. 
  • Advanced knowledge of wireless networking technology and associated security best practices. 
  • Experience implementing and troubleshooting DNS, DHCP, VPN networking technologies. 
  • Expert knowledge of Windows operating systems, and significant experience supporting Mac devices/operating systems. Ability to support relevant organizational applications within Android and iOS environments.  
  • Experience working with popular incident tracking and asset management software applications. 
  • Excellent verbal and written communication skills with the ability to establish strong working relationships with community members.  
  • Prior experience within a healthcare setting and familiarity with HIPAA requirements is preferred. 
  • Demonstrated expertise in leveraging AI and automation to optimize IT operations, accelerate digital transformation, and proactively enhance organizational security and risk management. 
  • Industry-related certifications (CompTIA, ITIL, PMP, MCSA, etc.) are preferred. 

Job Requirements

Physical and Mental Requirements

  • Work will be conducted in a climate-controlled office setting with extensive use of computers and other office equipment.
  • The ability to safely lift 25 pounds is required to move computers and related peripherals.
  • Must be able to compose written reports clearly and effectively.
  • Must be able to be in a stationary position due to attention to computer screen.
  • The ability to communicate information and ideas so others will understand.
  • Must be able to exchange accurate information in these situations.
  • The ability to observe details at close range (within a few feet of the observer) to perform work-related duties. Must be able to apply established protocols in a timely manner.
  • Must be able to determine solutions to problems.
  • Must be able to operate successfully while handling multiple projects.

How to Apply

SUBMIT AN APPLICATION

Equal Opportunity Employer

The Family Institute is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other protected class. We strive to create a working environment that is free of all forms of discrimination and one that promotes human dignity and mutual respect among all staff. We believe every member of our organization enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, to identify challenges, and to discover, design, and deliver solutions.

If you are a candidate with a disability and require reasonable accommodation to complete this application, please direct your inquiries to hr@family-institute.org.

Compensation is based on a number of factors, including but not limited to: scope and responsibilities of the position; a candidate’s applicable work experience, key skills and qualifications, as well as internal and external market considerations. The pay range for this full-time, exempt position is $76,242.00 - $104,833.3/year. The Family Institute provides competitive benefits, including health, a 403(b) retirement savings plan, generous time off, and professional development. For a more inclusive list of benefits, please visit our Careers page.