Senior Manager, Community IT Support

The Senior Manager IT, Community Support, Community Support is a strategic leader responsible for overseeing IT support services across all HumanGood Community Support Centers, Life Plan Communities, and Affordable Housing communities. This role ensures consistent, high-quality service delivery to both team members and residents, while also driving innovation, compliance, and operational excellence. The Senior Manager IT, Community Support leads regional IT teams and ensures seamless integration of life safety systems, supports performance tracking, and steers the successful deployment of community-based technology projects. This role is critical to promoting a service-oriented culture and aligning IT strategy with organizational goals.

• Lead the execution of IT support strategies in alignment with senior leadership directives, by guiding and developing IT supervisors and managers responsible for frontline IT staff across local communities—ensuring consistently high-quality service delivery to both team members, residents, and guests.
• Oversee the Life Safety technology environment by managing the designated subject matter expert(s) (SME), ensuring effective implementation, maintenance, and support of systems such as nurse call, wander management, emergency alert, and access control—prioritizing compliance, reliability, and resident safety.
• Oversee the implementation of standardized IT policies, procedures, and best practices by leading and supporting IT supervisors and managers who direct onsite administrators—ensuring consistent execution and operational excellence across all supported communities.
• Monitor and report on key performance indicators (KPIs), service level agreements (SLAs), and team effectiveness by evaluating the performance of IT supervisors and managers overseeing onsite support teams across communities.
• Drive tactical execution of IT initiatives and support long-term strategic planning in collaboration with executive leadership.
• Drive tactical execution of IT infrastructure services and user support across senior living and affordable housing communities.
• Promote and cultivate a culture of high-quality IT service and continuous improvement, with a focus on customer satisfaction and operational excellence.
• Ensure helpdesk staff and community support teams deliver consistent, accountable, and service-oriented customer experiences.
• Oversee daily community IT support operations, ensuring consistent service delivery and SLA achievement by managing regional IT managers and onsite technicians.
• Direct the creation and refinement of IT support policies, procedures, and controls to maintain service quality and align with business objectives.
• Optimize support workflows by identifying opportunities to shift appropriate workload and issue resolution to the outsourced Level 1 helpdesk.
• Maintain ownership of complex or escalated IT issues impacting staff or residents, ensuring timely resolution or escalation when necessary.
• Acquire and maintain a strong understanding of the technology infrastructure and key applications specific to each community.
• Support the successful deployment of innovation and technology projects at the community level, acting as a key problem solver and collaborator.
• Serve as a strategic partner to the VP of Operations and community leadership, aligning IT support with operational goals.
• Regularly review and analyze service performance against SLAs to identify trends, gaps, and opportunities for improvement, with findings formally shared with the Vice President of Operations at a minimum of twice per year.
• Coordinate across IT functions to ensure consistent process execution and accurate service measurement.
• Lead IT staffing efforts, including recruitment, mentoring, performance evaluations, and terminations in the community IT areas.
• Participate in the IT on-call rotation and take on Major Incident Management responsibilities including high-severity outages and crisis resolution.
• Leverage expertise in IT Service Management (ITSM), including strong command of Incident and Service Request Management practices.
• Champion Change Management principles: document and execute change requests in accordance with established policies, while ensuring minimal disruption and clear communication.

 

To be successful in this role, you should have: 

• Bachelor’s degree in Computer Science, Business Administration, or related discipline or equivalent work experience.
• 7+ years of progressive experience in IT
• 3+ years in a leadership role managing IT teams or supervising IT staff.
• 4-8 years project management experience. Planning and executing technology projects and system implementations in the field in an organized and effective manner. Establishing project scopes, goals, timelines, resources, and deliverables that support business goals and tracking projects progress.
• 5+ years working in an ITSM environment.
• 3-5 years Office 365 support experience: Proficiency in Teams, Word, PowerPoint, Excel, OneDrive/SharePoint online.
• Preferred professional certifications: PMI certifications. ITIL v3 certification, Microsoft or Network certified
• Ability to travel 30% of the time

 

What's in it for you?

As one of the largest nonprofit owner/operator of senior living communities in the country, we are more than just a place to work. We are here to ensure that all we serve are provided with every opportunity to become their best selves as they define it, and this begins with YOU.

At HumanGood, we offer the opportunity to be part of something bigger than yourself on top of an incredible package of benefits and perks for our part-time and full-time Team Members that can add up to 40% of your base pay.

Full-Time Team Members are eligible for the following:

• 20 days of paid time off, plus 7 company holidays (increases with years of service)
• 401(k) with up to 4% employer match and no waiting on funds to vest
• Health, Dental and Vision Plans- start the 1st of the month following your start date

• Low-cost T-Mobile cell phone plan (up to 5 lines)

• Tuition Reimbursement
• 5-star employer-paid employee assistance program
• Find additional benefits here: www.HGcareers.org

 

Compensation: $125,000-145,000 depending on experience

Location: greater Los Angeles or San Francisco area (within driving distance to our Duarte, CA or Pleasanton, CA offices)

Travel Requirements: Requires up to 30% travel, including visits to supported communities, regional offices, industry conferences, and professional development events.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Client-provided location(s): Duarte, CA

Job ID: 18049_0230a727-1bae-4be3-8533-72a6a89f6d12

Employment Type: FULL_TIME

Posted: 2025-07-25T00:00:00