Technology & Systems Manager

A. ROLE OVERVIEW
In this role, you hold direct people-management responsibility specifically for the Business Support department, taking full accountability for overall department performance in alignment with company goals. The scope of your department is to serve as a centralized partner providing technical, data, and systems assistance to teams across the entire organization.
DUTIES & RESPONSIBILITIES
1. Team Leadership & People Management
Department Leadership: Directly manage and guide the Business Support team across IT, InfoSec, Data/AI, and Enterprise Systems, aligning department output with company goals.
Performance Metrics: Establish clear team performance metrics, KPIs, and SLAs to maintain high service standards and track team output.
Delegation & Guidance: Provide day-to-day guidance, handle task delegation, oversee team bandwidth, and manage workload distribution.
Coaching & Accountability: Conduct regular coaching, goal setting, performance reviews, and process discipline management in collaboration with Human Resources.
2. Technology, Systems & AI Infrastructure Management
IT Software & Systems: Oversee the IT software stack—managing licensing, maintenance, patching, upgrades, and vendor uptime. Serve as the point of escalation for complex technical issues.
AI Integration & Automation: Identify, pilot, and roll out AI tools across departments, tracking ROI, training teams, and ensuring privacy/security compliance.
CRM & Tool Implementation: Manage the CRM platform and lead the evaluation, selection, onboarding, and optimization of new systems.
Vendor Management: Evaluate, negotiate, and monitor third-party vendor contracts against SLAs while maintaining an accurate vendor inventory.
3. Information Security Governance & Compliance
Develop and maintain the organization's information security framework, access controls, data privacy compliance, and Google Workspace security configurations.
Conduct periodic risk assessments, access audits, incident response protocols, and security awareness training.
Serve as the primary point of contact for client security inquiries, due diligence, and audits.
4. Data & Analytics Management
Own central databases to ensure data is accurate, centralized, and accessible for real-time reporting across departments.
Prepare custom reports for leadership and functional teams, serving as the organization's primary data point person.
5. Technical Advisory & Infrastructure Support
Provide data analytics, technical expertise, and systems/architecture guidance to other functions (e.g., Service Delivery, Sales, Marketing, Account Management) as needed in an advisory and technical capacity.
Provide backend technical support and ongoing maintenance for communications infrastructure overall (e.g., survey tools, platform configurations), excluding direct management of customer operations or client support hotlines.
Research industry trends in tech, data, and AI to deliver strategic recommendations for executive decision-making.
6. Operational Strategy & Process Improvement
Partner with department leads to analyze workflows and build streamlined, automation-ready processes.
Oversee company-wide process documentation support to keep departmental workflows aligned with the evolving tech stack.
Research industry trends across tech, data, and AI to deliver strategic recommendations for executive decision-making.
C. SKILLSET & TECHNICAL REQUIREMENTS
Cross-Functional Leadership: Proven experience managing and developing a direct team while extending leadership to collaborate with, guide, and influence team members across other departments.
IT Systems & CRM (Required): Hands-on experience with HubSpot is required. Demonstrated experience across multiple CRM/business software platforms (e.g., Salesforce, monday.com) is a core requirement; candidate must quickly grasp and adapt to current and future tech stacks.
Data & Analytics: Demonstrated capability to read, understand, and act on operational data to drive decision-making.

Work arrangement
Yes