Technology Operations Manager

ChicagoCAC employees are expected to perform their job duties and act in a manner consistent with the organization's Core Values.

The Technology Operations Manager owns ChicagoCAC's business applications and technology vendor portfolio, including the Managed Service Provider (MSP) relationship and Health Insurance Portability and Accountability Act (HIPAA)-required Business Associate Agreements (BAAs). The Technology Operations Manager also serves as the technical resource to Chiefs for the business systems their functions own and advances ChicagoCAC's Information Technology (IT) goals through assigned initiatives.

DEI&AB Culture Commitment

The Technology Operations Manager is responsible for creating an inclusive environment that demonstrates equity, inclusion, accessibility, and belonging to our clients, ChicagoCAC employees, and partners. The position also assists in ChicagoCAC’s Diversity, Equity, Inclusion, Accessibility and Belonging (DEIAB) initiatives. 

Primary Responsibilities

Business Systems Ownership

• Serve as system owner and administrator for the case management system, including configuration, user roles, workflows, forms, site structure, and permissions, and maintain configuration and change documentation.
• Manage user access to business applications:
  • provision and deprovision access with the MSP, aligned with onboarding, offboarding, and least privilege access; and
  • perform and document periodic access and audit-log reviews, escalating findings to the HIPAA Privacy Officer.
• Maintain the business application inventory, including system owner, user count, Protected Health Information (PHI) status, and integrations.
• Serve as technical resource to Chiefs for business systems their functions own (e.g., ADP), including configuration requests, vendor escalation, and integration questions.
• Facilitate response to business application incidents, per ChicagoCAC’s incident response procedures.
• Lead assigned technology initiatives (e.g., system implementations, migrations) from requirements through go-live.

Vendor Portfolio Management

• Maintain the central register of technology vendors and contracts, including services, annual cost, term, renewal and notice dates, internal owner, and vendor contacts.
• Coordinate execution and maintain the inventory of Business Associate Agreements for every vendor that creates, receives, maintains, or transmits PHI, and confirm BAA status before any new vendor engagement or renewal.
• Monitor vendor Service Level Agreement performance, escalate and pursue remedy for non-conformance as it occurs, and maintain documentation to inform each contract’s renewal decision.
• Serve as the designated contact for vendor contract notices, and recommend renewals, non-renewals, and renegotiations in writing to the Director of Strategic Operations and Technology and relevant Chiefs at least 90 days before each contract’s notice deadline.
• Maintain admin credentials and license keys ChicagoCAC is contractually required to hold.

MSP Liaison

• Manage the MSP’s service delivery against the managed services contract.
• Create standards and procedures for ChicagoCAC staff to remediate IT issues when engaging with the MSP.
• Identify MSP performance issues and facilitate resolution, drawing on the MSP’s technical recommendations.
• Confirm the MSP performs contracted security functions (e.g., patching, backups, endpoint protection, MFA enforcement), with regular status reporting on each.
• Scope and coordinate out-of-scope MSP work (e.g., new installations, relocations, new locations), including obtaining quotes, confirming scope, and tracking billed hours against approved estimates.
• Maintain ChicagoCAC’s IT asset inventory (laptops, peripherals, network and building technology) in coordination with the MSP and conduct a quarterly hardware review.
• Draft the equipment refresh cadence policy and annual refresh budget request, and direct the MSP on procurement, deployment, and disposal.

Technology Adoption and Operational Effectiveness

• With director input, analyze how each department uses licensed tools (e.g., Adobe Acrobat, Microsoft 365, the case management system) against core job tasks, identify underused features that can replace manual work, and document job-aligned standard practices.
• Research AI tools that address documented needs and submit written recommendations to the Director of Strategic Operations and Technology.
• At least annually, assess ChicagoCAC’s technology portfolio against the IT strategic plan and peer-organization practice, including duplicate or overlapping services, and recommend tools to adopt, replace, consolidate, or retire.
• Coordinate AV management and support (e.g., monitor configuration, sound checks) for agency-wide and leadership meetings.
• Help the Director of Strategic Operations and Technology set the curriculum for broader staff technology training (e.g., MS Office, AI awareness), and manage the delivery for each topic, whether by the MSP, interns, or this role.
• Report IT health metrics across the organization (including MSP service levels and system uptime) quarterly.

Discretion

The Technology Operations Manager has mid-level discretion and independent decision-making. The Technology Operations Manager decides system configuration within the approved change process, access provisioning per policy, vendor escalation, and documentation of vendor non-conformance. The Technology Operations Manager recommends, but does not approve, contract renewals, new systems, and vendor consolidation.

Supervisory Responsibilities

The Technology Operations Manager has no supervisory responsibilities.

Relationships

The Technology Operations Manager works closely with the Director of Strategic Operations and Technology, the Executive Leadership Team, the Quality Improvement Specialist, department directors across ChicagoCAC, and interns. External relationships include the MSP, the case management system vendor, and other technology providers servicing departments across the organization.

Qualifications