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RF
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Goodwill Gulf Coast

Information Technology Manager (46336)

Mobile, AL, United States

$31.25 USD / hour

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Job details

Pay: $31.25 USD / hour
Apply by: Nov 10, 2026
Experience: High school diploma with 5+ years of progressively responsible IT experience, including leadership or supervisory responsibilities; or
Posting language: English
Posted: Oct 8, 2026

Original job description

TITLE: Information Technology Manager DATE WRITTEN: 01/2026

DEPARTMENT: Administration SUPERVISED BY: AVP of Operations

SUPERVISES: IT Support Specialist STATUS: Exempt

Mission Contribution: Leads and oversees information technology services that are critical to Goodwill’s ability to operate retail locations, support mission programs, and deliver administrative services. Through effective management of people, systems, and vendors, the IT Manager ensures technology reliability, security, and continuous improvement in support of Goodwill’s mission and operational goals.

Function

The IT Manager is responsible for overseeing, coordinating, and continuously improving the organization’s technology and communications infrastructure. This role manages the IT Department, supervises IT staff, ensures reliable and secure technology operations, and aligns IT services with the mission and operational needs of the agency, including retail POS systems.

Essential Functions

Supervise, train, assign work to, and evaluate staff.
Set daily and long-term priorities for the IT Department to ensure timely and effective support.
Ensure consistent use of the helpdesk system, documentation standards, and escalation procedures.
Coach staff to provide excellent customer service and professional support to all internal customers.
Address performance issues and support professional development in coordination with Human Resources.
Oversee end-user support for workstations, mobile devices, printers, communications devices, and audio/visual equipment.
Ensure reliable operation and support of retail POS systems, including registers, scanners, peripherals, and connectivity.
Ensure incidents, service requests, and resolutions are properly logged, tracked, and reported in the helpdesk system.
Monitor ticket trends and workloads to proactively address recurring issues and staffing needs.
Escalate complex technical issues appropriately and coordinate resolution with vendors or external service providers.
Ensure all workstations, systems, and applications comply with approved standards for hardware, software, patching, and security.
Oversee user account provisioning, modification, and deactivation to maintain appropriate access controls.
Coordinate with external partners regarding servers, firewalls, network equipment, and system changes.
Ensure endpoint protection, patch management, and system updates are completed according to established schedules.
Maintain accurate IT asset inventories and system documentation using approved tools and processes.
Participate in IT budgeting, purchasing, and lifecycle planning for hardware, software, and services.
Manage relationships with IT vendors, service providers, and contractors.
Evaluate technology solutions and recommend improvements that support operational efficiency, security, and cost control.
Support technology planning efforts aligned with organizational growth, retail operations, and program needs.
Enforce IT policies, standards, and procedures to support cybersecurity, data protection, and operational continuity.
Support audits, cyber insurance requirements, and risk management initiatives as needed.
Ensure staff follow change management and security best practices.
Act as a positive role model by observing safety procedures, personnel policies, and ethical standards.
Review helpdesk metrics and prepare regular performance and trend reports for leadership.
Communicate IT issues, risks, and improvement opportunities in clear, non-technical language.
Maintain regular attendance and availability to support agency operations.
Perform other duties as assigned.

Qualifications

Skills, Knowledge, and Abilities

Ability to lead, supervise, and motivate staff in a service-oriented environment.
Strong customer service and communication skills with both technical and non-technical users.
Ability to prioritize competing demands in a fast-paced environment.
Working knowledge of workstation operating systems, POS systems, Microsoft 365, Active Directory, and mobile devices.
Understanding of basic cybersecurity principles and IT controls.
Ability to maintain confidentiality and handle sensitive information appropriately.
Ability to travel regularly to agency locations as required.

Experience and Education Requirements

High school diploma with 5+ years of progressively responsible IT experience, including leadership or supervisory responsibilities; or
Associate’s or Bachelor’s degree in Information Technology or a related field with equivalent experience.
Experience supporting retail POS environments strongly preferred.
Experience managing or coordinating IT staff or vendors preferred.
Must meet eligibility guidelines directed by our insurance agency to operate company vehicles.

Physical Requirements

Ability to lift and carry objects weighing up to 25 lbs. frequently and up to 75 lbs. with assistance occasionally.
Ability to perform repetitive hand and wrist movements.
Ability to bend, stretch, twist, and stoop as required for equipment setup and troubleshooting.

Working Conditions

Office, retail, and warehouse environments.
Frequent travel throughout the organization’s service territory.
Occasional evening or weekend work to support critical systems or deployments.

Key Performance Indicators (KPIs)

The IT Manager’s performance will be evaluated based on the following outcomes:

Service Delivery
Helpdesk ticket response and resolution times
Reduction in repeat or recurring IT issues
Positive feedback from managers and employees
System Reliability
Uptime and reliability of retail POS systems
Minimal disruption to agency operations due to IT issues
Team Performance
Effective supervision and development of IT Support Specialists
Consistent adherence to ticketing, documentation, and service standards
Security & Compliance
Patch and endpoint protection compliance rates
Proper user access controls and asset tracking
Support of audit and cyber insurance requirements
Operational Improvement
Proactive identification of technology improvements
Effective vendor management and cost control
Clear communication of risks and recommendations to leadership

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More about this job

Skills

Computer technology
Point of sale
Technical support
Documentation
Coach employees
Customer service
Symantec Endpoint Protection
Budget management
Procurement
Retail operations
Cybersecurity
Data protection
Risk management
Change management
Leadership
Technical terminology
Communication skills
Microsoft 365
Microsoft Active Directory
Confidentiality
Carry objects
Troubleshooting
Microsoft Office
Regulatory compliance
Vendor management

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