Technology Manager

POSITION OVERVIEW

The Technology Manager is responsible for all information technology needs of Chicago Shakespeare Theater (“CST”). This position oversees critical network infrastructure, cloud infrastructure, managing servers, workstations, printers, scanners, backups, applications, data storage, cybersecurity, licenses, help desk, VOIP phone system, and consultant/vendor relationships. The Technology Manager collaborates with the CST staff on a day-to-day basis to manage the technological needs of the workforce. These duties include problem resolution, support, and training. The Technology Manager works with a Managed Service Provider (“MSP”) to provide 24-hour coverage of essential technology services.

____________________________________________________________________________

ESSENTIAL DUTIES

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Hardware and Infrastructure

- Manage hybrid Microsoft Active Directory/Entra environment including all user and group accounts, required app provisioning, access and policies

- Maintain and patch all staff workstations (MSP {Managed Service Provider} assists)

- Maintain inventory of all physical and digital assets

- Maintain IP address records for network devices and manage all points of connectivity (patch panels, routers, switches, access points, etc.)

- Troubleshoot printer issues, escalating to print services vendor as needed

- Monitor ISP data connection, documenting and reporting any issues

- Maintain hardware and networking for Brightsign video display system (MSP assists)

- Manage network devices used for theater operations: merchant services, concessions, time clock, Front of House, etc.

Software, Cloud, and User

- Manage web connectivity, liaise with webhost

- Manage Microsoft365/hybrid Exchange for all users

- Monitor email security in Mimecast and Ironscales and handle questionable messages promptly

- Manage all sharing and team platforms, such as Workplace, Asana, Microsoft Teams, SharePoint, OneDrive, Google Workspace, etc.

- Manage help tickets, with assistance from MSP where needed; hands-on troubleshooting for daily issues

- Onboard all new users:

- Assign security and applications as required; provide equipment as needed

- Conduct in-person training for necessary technology needs, including logins, applications, security, etc.

- Offboard separating employees ensuring data preservation, continuity, and security

- Monitor data storage and usage on premises and in the cloud for live data and backups (MSP assists)

- Checks on integrity of data backups, perform practice file restoration on a regular basis (MSP manages)

- Manage file shares and drive infrastructure

- Manage cybersecurity practices, including products and staff training to include Mimecast, KnowBe4, LastPass, multi-factor authentication, etc.

- Schedule regular vulnerability/penetration testing

- Monitor cloud SEIM/antivirus software (MSP manages)

- Troubleshoot virtual server/VMWare issues (MSP manages)

- Manage software installation and updates, deploying to user computers

- Manage Zoom video conferencing system

- Manage VOIP phone system including user management and management of Box Office and Education ACD call centers

- Co-lead the Tessitura team with Tessitura Administrator; manage Tessitura hardware and connectivity; maintain Tessitura user database; stay updated with relevant Tessitura developments, troubleshoot Tessitura problems

Administration

- Lead the organization in addressing IT needs, concerns, and growth:

- Monitor technology usage and needs throughout the organization

- Speak regularly with heads of departments to discuss technology needs and opportunities

- Recommend new technology options based on industry trends, departmental needs, and budgetary realities

- Manage disposal of obsolete/nonfunctional technology and consumables

- Manage relationships with consultants and vendors, including MSP, Unified Communications (VOIP) provider, print services provider

- Develop and update annual operating budget

- Manage contracts for software and services

- Sign off on departmental bills and expenses in the Precoro system

ADDITIONAL DUTIES

- Be familiar with how CST’s network interfaces with HVAC, Sage Glass, theatrical lighting, sound, video, and security systems to serve as a main point of contact for those interfaces

- Point of contact for all new technology proposals; assist in evaluating and selecting systems and vendors

- Assist Facilities and/or Navy Pier technicians with structural issues which affect building technology