Manager, Information Technology
Goodwill Columbus
60k - 70k USD/year
Office
Columbus, OH, 43206, US
Full Time
Job Title: Manager, Information Technology
Department: Information Technology
Reports To: Director, Information Technology
Location: Goodwill Columbus
Position Summary
The IT Manager at Goodwill Columbus plays a critical role in ensuring the smooth operation of technology systems across the organization. This position is responsible for managing Tier II support escalations, overseeing the IT onboarding process for new hires, owning and maintaining the Point-of-Sale (POS) systems used in retail locations, and providing responsive field support. The ideal candidate is a proactive problem solver with strong communication skills and a passion for delivering excellent end-user support.
Key Responsibilities
Support & End-User Services
- Manage and resolve Tier II support tickets, ensuring timely and effective resolution across a multi-OS environment including Windows, macOS, Android, and iOS.
- Monitor and maintain the IT support queue, escalating issues as needed and ensuring SLAs are met.
- Provide hands-on troubleshooting and technical support for hardware, software, and network issues across desktop, mobile, and peripheral devices.
- Deliver exceptional customer service to internal users across all departments, ensuring a consistent and user-friendly experience regardless of platform.
Donated Goods Retail (DGR) POS Ownership
- Serve as the primary owner of the POS systems used in DGR operations.
- Coordinate with vendors and internal stakeholders to ensure POS systems are up-to-date, secure, and fully functional.
- Lead POS upgrades, configuration changes, and troubleshooting efforts.
- Train retail staff on POS usage and best practices.
IT Onboarding & Offboarding
- Manage the IT onboarding process for new hires, including provisioning hardware, software, and access credentials.
- Ensure smooth offboarding by revoking access and recovering equipment.
- Collaborate with HR and department managers to align onboarding timelines and requirements.
Field Response & Site Support
- Provide on-site support to retail and operational locations as needed.
- Conduct regular site visits to assess and maintain IT infrastructure.
- Respond to urgent field issues with agility and professionalism.
Systems & Asset Management
- Maintain accurate records of IT assets, including hardware inventory and software licenses.
- Ensure compliance with organizational IT policies and procedures.
- Assist in lifecycle management of IT equipment and systems.
Collaboration & Continuous Improvement
- Work closely with other IT team members to improve support processes and documentation.
- Identify opportunities for automation and efficiency in IT operations.
- Participate in cross-functional projects and initiatives.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
- 3–5 years of experience in IT support or systems administration, with at least 1 year in a leadership or management role.
- Experience with POS systems, preferably in a retail environment.
- Strong troubleshooting skills across Windows, networking, and common business applications.
- Excellent communication and interpersonal skills.
- Ability to travel locally to support field locations.
Other Duties as Assigned
This job description is not intended to be all-inclusive. The employee may be required to perform other related duties as assigned to meet the ongoing needs of the organization. Duties, responsibilities, and activities may change at any time with or without notice.
Department: Information Technology
Reports To: Director, Information Technology
Location: Goodwill Columbus
Position Summary
The IT Manager at Goodwill Columbus plays a critical role in ensuring the smooth operation of technology systems across the organization. This position is responsible for managing Tier II support escalations, overseeing the IT onboarding process for new hires, owning and maintaining the Point-of-Sale (POS) systems used in retail locations, and providing responsive field support. The ideal candidate is a proactive problem solver with strong communication skills and a passion for delivering excellent end-user support.
Key Responsibilities
Support & End-User Services
- Manage and resolve Tier II support tickets, ensuring timely and effective resolution across a multi-OS environment including Windows, macOS, Android, and iOS.
- Monitor and maintain the IT support queue, escalating issues as needed and ensuring SLAs are met.
- Provide hands-on troubleshooting and technical support for hardware, software, and network issues across desktop, mobile, and peripheral devices.
- Deliver exceptional customer service to internal users across all departments, ensuring a consistent and user-friendly experience regardless of platform.
Donated Goods Retail (DGR) POS Ownership
- Serve as the primary owner of the POS systems used in DGR operations.
- Coordinate with vendors and internal stakeholders to ensure POS systems are up-to-date, secure, and fully functional.
- Lead POS upgrades, configuration changes, and troubleshooting efforts.
- Train retail staff on POS usage and best practices.
IT Onboarding & Offboarding
- Manage the IT onboarding process for new hires, including provisioning hardware, software, and access credentials.
- Ensure smooth offboarding by revoking access and recovering equipment.
- Collaborate with HR and department managers to align onboarding timelines and requirements.
Field Response & Site Support
- Provide on-site support to retail and operational locations as needed.
- Conduct regular site visits to assess and maintain IT infrastructure.
- Respond to urgent field issues with agility and professionalism.
Systems & Asset Management
- Maintain accurate records of IT assets, including hardware inventory and software licenses.
- Ensure compliance with organizational IT policies and procedures.
- Assist in lifecycle management of IT equipment and systems.
Collaboration & Continuous Improvement
- Work closely with other IT team members to improve support processes and documentation.
- Identify opportunities for automation and efficiency in IT operations.
- Participate in cross-functional projects and initiatives.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or related field preferred.
- 3–5 years of experience in IT support or systems administration, with at least 1 year in a leadership or management role.
- Experience with POS systems, preferably in a retail environment.
- Strong troubleshooting skills across Windows, networking, and common business applications.
- Excellent communication and interpersonal skills.
- Ability to travel locally to support field locations.
Other Duties as Assigned
This job description is not intended to be all-inclusive. The employee may be required to perform other related duties as assigned to meet the ongoing needs of the organization. Duties, responsibilities, and activities may change at any time with or without notice.
Manager, Information Technology
Office
Columbus, OH, 43206, US
Full Time
60k - 70k USD/year
August 12, 2025