Technology Operations Manager
Chicago Children's Advocacy CenterChicagoCAC 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. Techn…