IT Manager - CAQ (Project Management)
ABOUT THE ROLE
The CAQ is seeking a skilled and dynamic IT Manager to oversee the organization's CRM functions, lead and manage key IT projects, and collaborate closely with our Managed Service Provider and acting Chief Information Technology Officer (CITO) on all IT matters. This role requires expertise in CRM management (e.g., Salesforce) to drive system enhancements and ensure seamless integration across the organization.
Additionally, the IT Manager will be responsible for developing a data governance function to ensure data integrity and compliance. The IT Manager will play a critical role in supporting business operations, driving IT strategy, and ensuring the delivery of reliable IT services and solutions.
This is a hybrid role, combining both remote and in-office work.
WHAT YOU'LL BE DOING:
CRM Management
- Manage the CRM platform such as Salesforce - overseeing configurations, enhancements, and maintenance to support business processes.
- Work with key stakeholders to gather requirements and translate them into actionable Salesforce workflows, reports, and dashboards.
- Ensure Salesforce integrations with other enterprise systems are seamless and optimized for performance and data integrity.
- Provide training and support to teams for effective use of the Salesforce platform.
- Responsible for organizational change management to engage staff members, drive adoption and ensure successful implementation of CRM initiatives.
Data Governance
- Develop and implement a data governance framework to ensure data quality, integrity, and compliance with regulatory requirements.
- Establish data governance policies, procedures, and standards.
- Collaborate with various departments to ensure data governance practices are integrated into business processes.
- Monitor and report on data governance metrics and compliance.
Project Management
- Lead and manage IT projects, including planning, execution, and delivery of initiatives focused on system upgrades, integrations, and process improvements.
- Develop project objectives, timelines, budgets, and success criteria, ensuring alignment with business goals.
- Identify and mitigate project risks, manage stakeholder expectations, and deliver regular project updates to leadership.
- Collaborate across departments to ensure projects are implemented smoothly and achieve intended outcomes while meeting cost, quality, and quantity targets.
Vendor Management
- Manage vendor relationships, ensuring that service agreements with the managed service provider and other third-party vendors are maintained and optimized.
- Maintain a detailed master inventory of all IT vendors, including contact and contract information, to ensure accurate records are available for business continuity.
- Coordinate with cloud software vendors on system upgrades as necessary. Work with business owners when new functionality is available to determine usefulness to the organization and desire to implement. Investigate available functionality that is not in use by CAQ and work with business owners to make them aware of additional functionality.
- Lead contract negotiations and ensure timely delivery of services and solutions.
IT Operations
- Coordinate with MSP on IT projects, including planning, execution, and delivery of initiatives focused on system upgrades, integrations, and process improvements.
- Ensure the availability of all voice/data computing services within the CAQ. Perform local administration and maintain information technology systems (including PC and LAN equipment).
- Identify opportunities to enhance IT operations through new technologies, automation, and process improvements.
- Manage hardware / software inventory and license management, including regular audits. Plan for and recommend new purchases, upgrades, increased inventory, etc.
- Provide technical support for meetings held on-site at the CAQ office. Manage and support audio-visual equipment and systems within CAQ's conference rooms, ensuring its proper functioning and maintenance, including video conferences, audio bridge conferences, and hybrid setups. Coordinate and schedule AV maintenance services with provider as needed to ensure equipment reliability.
- Collaborate across departments to ensure projects are implemented smoothly and achieve intended outcomes while meeting cost, quality, and quantity targets.
- Ensure the implementation and vendor/staff compliance with all CAQ (AICPA) IT policies, procedures, and best practices for system security, disaster recovery, and operational efficiency. Create and oversee user IT training manuals and procedures.
WHAT YOU'LL BRING TO THE ROLE:
- Strong project management and multitasking skills, with the ability to prioritize and adapt to changing demands.
- Ability to work independently and lead, motivate, and effectively inform staff.
- Proven ability to collaborate across teams throughout all phases of IT service delivery, ensuring timely issue resolution and appropriate escalation.
- Skilled in vendor selection, negotiation, and partnership building.
- Expertise in CRM platform management (e.g., Salesforce), including system configuration, customization, reporting, and integrations.
- Ability to quickly assess projects and organizational dynamics, identify risks, and implement mitigation strategies.
- Strong knowledge of IT operations trends, infrastructure, network management, and cloud solutions.
- Proficiency in troubleshooting personal computers and using industry-standard software (e.g., MS 365, Windows).
- Advanced technical proficiency, including CRM-related data analysis, report interpretation, and automation workflows.
- Exceptional problem-solving, communication, and leadership skills.
- Strong interpersonal skills, with the ability to communicate effectively with internal staff, members, and stakeholders.
- Creative and strategic thinker with a dedication to customer service.
- Knowledge of business process re-engineering and the ability to analyze how work gets done cross functionally within an organization and optimize end-to-end processes and eliminate redundancies.
- A positive attitude and sense of humor.
WHAT YOU NEED TO SUCCEED:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
- 5-8 years of IT management experience, including leadership of projects, IT operations oversight, and vendor management.
- 5-8 years of experience managing CRM platforms (e.g., Salesforce), with expertise in system configuration, customization, and integration.
- Proven experience providing day-to-day IT support for office environments, including desktop support, network maintenance, and hardware/software troubleshooting.
- Familiarity with IT infrastructure, including Windows and Mac operating systems, network security, and cloud services.
- Strong understanding of information technology principles and practices, providing a foundation for effective technical leadership.
- Proficiency in the principles and methodologies of the system development life cycle (SDLC).
- Familiarity with project management tools, shared data information systems, and report generation tools.
- Solid knowledge of quality assurance standards and procedures to ensure applications meet established requirements and performance criteria.
- Knowledge of change management principles and concepts and prior experience using change management in the implementation of new software or delivery of a project.
- Experience with Microsoft 365, Azure, and AWS.
WHAT WILL SET YOU APART:
- Relevant experience in a professional association, accounting advisory or non-profit organization.
- Training ability/experience a plus.
- Experience working with managed service providers and third-party vendors.
- Experience with data governance, security protocols, and compliance standards.
- Certification in change management methodology (e.g. CCMP, Prosci)
