IT Manager, Technology Delivery and Business Systems

Compensation: $40k – $60k

About the Role We build and operate the technology behind a client intake and conversion platform for law firms, where our intake teams are supported by AI and automation. The environment includes custom software, AI agents, integrations, Salesforce, contact-center systems, and corporate infrastructure. We are hiring an IT Manager to lead day-to-day technology delivery and operations, manage a multidisciplinary team, maintain portfolio visibility, lead stakeholder discovery and requirements gathering, and serve as the primary technology partner for other departments. Direct reports currently include a Senior Voice AI Engineer, Senior Integrations and Platform Engineer, Network Administrator, Contact Center Administrator for RingCentral, Salesforce Administrator, and two Salesforce Developers. The team will grow with the business. The current IT Manager is moving into a new role within the company and will work alongside you through the end of the year to ensure a smooth transition.

Reporting to the Technology Director, you will turn company priorities into coordinated execution, resolve routine decisions independently, and escalate matters requiring strategic direction, architecture review, material investment, risk acceptance, or confirmation of requirements. The role requires people leadership, disciplined delivery management, business analysis, and technical fluency across engineering, AI, integrations, Salesforce, contact-center systems, networking, security, and cloud.

What You Will Own Team Leadership

• Manage, coach, and develop a multidisciplinary team of engineers, developers, and administrators.
• Set clear expectations, priorities, and success measures, and run consistent one-on-ones, performance reviews, and career development.
• Balance project work, operations, support, and technical debt, and reduce single points of failure through cross-training and documentation.

Technology Portfolio and Project Delivery

• Maintain a current view of all technology projects, requests, dependencies, risks, and commitments.
• Establish practical intake and prioritization with the Technology Director and department leaders.
• Translate approved priorities into charters, milestones, owners, resource plans, and success criteria, and maintain an integrated roadmap and portfolio dashboard.
• Apply Agile, Kanban, or hybrid practices as the work requires, and ensure releases include testing, user acceptance, training, rollback planning, and post-launch support.

Stakeholder Partnership, Requirements Gathering, and Prioritization

• Serve as the primary technology point of contact for leaders across departments, leading discovery sessions and stakeholder interviews to distinguish the underlying business need from the initial solution request.
• Map current processes and translate needs into requirements, user stories, and acceptance criteria confirmed with business owners before development begins, and coordinate user acceptance testing.
• Evaluate new requests transparently against business value, urgency, risk, effort, and strategic alignment, and work with the Technology Director to resolve competing priorities and make capacity tradeoffs visible.

Systems Oversight and Partnership with the Technology Director

• Oversee the coordinated health of Salesforce, RingCentral, network infrastructure, custom applications, AI services, and integrations, ensuring system owners maintain monitoring, documentation, backups, access controls, and recovery plans.
• Partner with the Technology Director on security, change management, and business continuity; manage vendors, renewals, and budget input as assigned.
• Own day-to-day team management, project coordination, requirements, and delivery execution, keeping the Technology Director informed through concise portfolio reporting and early notice of material risks.
• Escalate decisions affecting architecture, security, budget, vendors, staffing, scope, or unresolved requirements with context, options, and a recommendation, then execute approved decisions. Escalation does not transfer ownership.

First 90 Days

• Days 1 to 30: Meet the team and key stakeholders, learn the systems and priorities, inventory active and proposed work with owners and risks, and align with the Technology Director on decision rights and escalation thresholds.
• Days 31 to 60: Implement consistent intake, requirements, prioritization, and reporting; organize roadmaps and backlogs; set ownership and milestones for top initiatives; and create a capacity view leadership can trust.
• Days 61 to 90: Operate a reliable delivery cadence, advance priority initiatives, set development goals with each team member, and present roadmap, staffing, and risk recommendations.

Required Experience

• 7+ years across IT, business systems, software delivery, technical project management, or business analysis, including at least 3 years directly managing technical employees.
• Proven delivery of multiple concurrent projects with competing priorities, cross-team dependencies, and senior stakeholders.
• Strong project management (scope, schedule, resources, risk, budget, release readiness) and business analysis (discovery, process mapping, requirements, user stories, acceptance criteria, and user acceptance testing).
• Technical fluency across SaaS platforms, APIs, integrations, software development, cloud, networking, security, and production operations.
• Sound judgment on when to decide, confirm, or escalate, plus strong written communication, facilitation, and coaching, with a practical, low-ego leadership style.

Preferred Experience

• Leading Salesforce administrators and developers, including Flow, Apex, integrations, environments, and release management.
• RingCentral or another contact-center platform, call routing, or contact-center reporting.
• Legal technology, professional services, or another regulated, privacy-sensitive environment. Jira, Asana, or Azure DevOps; vendor and SOW management; PMP, CSM, ITIL, CBAP, or Salesforce certifications.

You need not be the deepest expert in every system, but must be fluent enough to ask strong questions, evaluate risk, and know when deeper review is required. No specific degree is required.

What Success Looks Like

• Leadership has a reliable, current view of every material technology initiative.
• Requests are prioritized consistently, requirements are confirmed before development begins, and projects have realistic plans and accountable owners.
• Delivery becomes more predictable, and the Technology Director can focus on strategy and architecture without losing visibility into execution.