The Manager, Technology Success position exists to ensure that the Ministry is equipped with the appropriate functioning technology to support the mission. Technology Success owns the user-focused hardware and the support of all devices and manages the key SaaS applications which deliver value to the end users. This position is accountable for the effective delivery of ITIL Service Desk and Incident Management processes within agreed upon customer satisfaction ratings and required performance levels, fostering a culture of excellence in customer service.

Essential Duties/Responsibilities:

• Understands the organization's core IT competencies and the value they bring to business processes and ministry efforts and initiatives. Determines long-term enterprise-wide information needs and develops overall strategy for systems and services development and hardware acquisition and integration

• Owns the lifecycle of the Ministry's end user technology portfolio, including standards, evaluation, selection, procurement, deployment, refresh, and secure disposal of all user-facing devices

• Owns the administration, adoption, integration, and lifecycle management of the key SaaS applications that deliver value to end users, partnering with business owners to maximize realized value and control license spend

• Partners with the EVP and business leadership to establish Service Level Objectives/Expectations for the services provided by Technology Success and ensures that the targeted service levels are consistently met or exceeded

• Compares and contrasts methodologies across IT, searching for best practices to instill where needed

• Supports the EVP in the development of enterprise technology architecture and standards, technology evaluation, and IT governance as they relate to end user technology and the assigned SaaS application portfolio

• Partners with the EVP as an advocate for information security, compliance, and business continuance (including systems and services Disaster Recovery Planning) best practices across the end user technology estate

• Acts as a catalyst for change in defining and implementing the necessary processes, metrics, and best practices needed to ensure excellent operational technical support of ministry goals

• Develops and instills a culture of quality and persistently leads and oversees continuous improvement programs within Technology Success

• Works with the EVP to establish and maintain a service and operational structure that enables process effectiveness and efficiency to achieve IT performance goals

• Impacts the culture through tactical use of FOCUSed

• Directs the management and scheduling of all Tier 1 (Service Desk) and Tier 2 (Desktop Support) technicians, collectively known as End User Support, to maintain an acceptable level of service 24x7

• Develops End User Support teams to ensure compliance and create a consistent positive customer experience, increased customer satisfaction, and meet agreed upon service performance levels

• Ensures that all End User Support teams are trained, proficient, and comply with the IT department's standard ITIL Service Desk and Incident Management processes

• Utilizes industry best practices and expertise, mentors, develops and guides staff and managers within Technology Success toward successful implementation of departmental goals, including successful implementation of industry best practice frameworks, processes, and policies

• Ensures effective management and execution of Technology Success projects and the end user technology components of enterprise and IT initiated projects. Assigns resources appropriately, and coordinates delivery to address risks, dependencies, and priorities

• Governs the service desk processes to ensure compliance with standard processes and procedures

• Ensures the continuous development of Service Desk staff to equip and enable each service advisor to support their co-workers in a competent, professional, and service-centric manner

• Ensures the disposition, monitoring, tracking, and reporting of incidents and related service metrics. Ensures that generated reports provide the required information for the EVP, Information Technology and executive leadership to make management decisions

• Ensures service/support knowledge is created, recorded, classified, published, and leveraged

• Ensures that processes and information used by the Service Desk are kept current to ensure optimal operational effectiveness

• Communicates to the EVP, Information Technology and respective IT line of service owners identified trends of Ministry Area incidents / service requests and resolution statistics

• Is accountable for running awareness programs and campaigns to publicize the Service Desk and the services it provides

• Is accountable for reviewing escalation processes, contacts, and stakeholders for notification regularly with IT line of service owners to ensure currency and accuracy

• Is responsible for managing the End User Support team's deployment, maintenance and refresh of the Ministry's laptops, desktops, mobile devices, peripherals, and conference room technology

• Is accountable for maintaining End User Support technology to allow for compliance with performance and reporting requirements

• Is responsible for the creation and maintenance of metrics to evaluate trends for performance evaluation

• Is responsible for developing, providing, and maintaining the training program for the End User Support teams.

• Reviews and approves all employment actions; selects, develops, motivates, supervises, and evaluates immediate staff

• Works with outside consultants and vendors as appropriate; owns vendor and partner relationships for end user technology and the assigned SaaS applications, including licensing, renewals, and contract performance

• Ensures the use of procedures for Incident Management, Problem Management, Service Level Management, Capacity Management, Availability Management, Change Management and Configuration Management for the Service Desk team

Other Duties/Responsibilities:

• Upholds strict confidence concerning exposure to any form of communication
• (purposefully or accidentally) during job duties, including, but not limited to,electronic, verbal, printed, sticky notes, etc.
• Works or responds to requests outside of the confines of job description and regular work hours
• Performs other duties as assigned

Managerial Breadth/Scope of Job:

• Manages a professional staff of employees at various levels, including supervisory and senior individual contributor staff (currently 9-11)
• Is responsible for staffing, discipline, employee evaluations, and performance plans
• Is accountable for the Technology Success operating and capital budget, including the end user hardware refresh program

Working Environment/Physical Requirements:

• Office environment
• Work outside of normal business hours may be required
• This role may require occasional travel including nights and weekends

JOB QUALIFICATIONS/REQUIREMENTS

Character/Spiritual:

Exemplifies Ephesians 5:1-2, "Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us..."

Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, "Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, teaching them to observe all things that I have commanded you; and lo, I am with you always, even to the end of the age."

Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Focus; adheres to the Standard of Moral Conduct and Statement of Faith; upholds Focus on the Family's ministry in prayer

Prays personally for Focus on the Family's staff and constituents and may occasionally lead in a public prayer

Engages in Christian ministry

Demonstrates behaviors aligned with FOF core values

Personal Characteristics:

• Maintains a high degree of integrity and ethical behavior in all business activities and decisions: lives with integrity derived from biblical values and demonstrates standards of conduct that meet or exceed company or legal requirements
• Self-motivated; demonstrates the ability to get the job done
• Diplomatic; articulate; decisive; approachable; flexible; concern for long-term effectiveness

Knowledge/Experience:

• Bachelor's Degree in Computer Science, Management Information Systems, Business
• Administration, or related field; or equivalent management experience
• 5+ years of experience in IT, including 3+ years managing employees and teams in a technology environment
• ITIL Foundation Level Certificate; Practitioner Preferred
• 3+ years of experience implementing, managing, and executing IT leading practices such as ITIL
• Experience administering and managing enterprise SaaS applications, including licensing, integration, adoption, and vendor management
• Systems lifecycle management experience

Skills, Abilities, and Special Talents/Gifts:

• Proven history of improving and streamlining processes
• Considerable management skills to successfully perform the strategy planning, directing, reporting, and administrative responsibilities of this position
• A comprehensive knowledge of general direction of the IT industry and technology (products, services, and trends)
• Adequate technical knowledge to work with staff members and explain the work in non-technical terms to management, internal and external customers
• Interpersonal skills to deal with IT staff working under tight deadlines
• Demonstrated excellence in building relationships with internal Business/IT customers
• Experience in quickly and effectively adjusting priorities and goals in changing circumstances
• Task and resource management experience
• Ability to communicate effectively, both verbal and written, from staff to Executive levels
• Good organizational skills
• Ability to resolve conflicts, disagreements, and misunderstandings
• Ability to encourage and motivate personnel
• Recognizes situations that call for deployment of resources; ability to align resources with business goals and objectives
• Understands the resources (people, programs, technical expertise, etc.) available to support operations to maximize customer satisfaction and overall business performance
• Ability to establish a learning environment and philosophy that facilitates successful outcomes through employee involvement, commitment to quality, and continuous improvement activities

Pay Range: $86,650 to $101,478

Application Materials Required: Cover Letter, Resume/CV

*Colorado Residents: In any materials you submit, you may redact or remove any age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Application Materials Instructions: Please identify the job specific minimum qualifications you possess in your cover letter and be sure your resume includes any and all relevant experience to be accurately assessed against the qualifications listed in the posting. To apply, please submit the following application materials to this posting. 1. A current resume. 2. A cover letter that specifically addresses the job requirements and outlines qualifications.

Focus on the Family puts a high value on our team members and offers a unique benefit package.

Employees scheduled for 20 hours or more per week are eligible for:

• Norton LifeLock ID Theft Coverage
• Legal Shield/ID Shield Coverage
• AFLAC
• 403B Retirement Plan
• Vacation Time & Vacation Payout
• Sick Time
• Holidays
• Service Awards
• Community Service Days
• Bookstore Discount
• Fitness Center

Employees scheduled for 30 hours or more per week are eligible for all the above and:

• Medical Plan
• Dental Plan
• Vision Plan
• Life Insurance
• Disability Insurance
• Flexible Spending Accounts
• EAP (Employee Assistance Program)
• Tuition Reimbursement
• Warehouse Membership Reimbursement

Note: This is a summary and should not be construed as future promises to continue to provide benefits as outlined above. For complete and definitive language, refer to the governing plan documents.

*Temporary employees are not eligible for benefits, except for:

• Sick Time
• Bookstore Discount
• Fitness Center

Tentative Search Timeline:

• Priority will be given to applications submitted by September 28, 2026. However, this posting will remain open until filled.
• The potential employee start date is October 12, 2026

Posting date: August 28, 2026

Un-posting date: ongoing until filled

Posting contact email: [email protected]