Job Description
IT Manager Twin Lakes Community, Burlington, NC Twin Lakes Community (TLC) is a nonprofit continuing care retirement community (CCRC) and leader in the senior services industry. TLC is a place where employees can expect fairness, kindness and the opportunity for personal growth. Your ideas and contributions are essential to the success of everyone here, and we are very glad you are considering sharing your talents with us! Our employees are the reason Twin Lakes Community has become one of the largest, most successful CCRCs in the country. We provide excellent care for our residents, and we take great care of one another, too.
We are searching for hardworking, dedicated, customer service-focused individuals who want to make a difference in the lives of our residents that we serve. Twin Lakes, located in Burlington, NC, consists of 225 acres. As a CCRC our campus provides Independent Living, Assisted Living, Skilled Nursing, Memory Care, Home Care, and Adult Day Care services.
Twin Lakes Community looks for qualified applicants who have a passion for helping others. At Twin Lakes, we believe that every person has an essential role in creating an environment that enriches the lives of our residents, families, and colleagues. Our environment provides opportunities for continuing education, career growth, and a variety of shifts so you may enjoy a work-life balance.
We offer competitive pay, excellent benefits, generous paid annual leave and a 401K program. Additionally, you are able to use our facilities and participate in our wellness program in the state-of-the- art fitness facility and indoor pool.
Position Summary The IT Manager provides on-site leadership for the daily technology operations of Twin Lakes Community (TLC). Reporting directly to the organization's virtual Chief Information Officer (vCIO), the IT Manager ensures that TLC's technology strategy is effectively executed at the operational level. This role serves as the central coordinator between TLC's managed service provider (MSP), internal stakeholders, and the vCIO. The IT Manager's focus is on ensuring reliable systems, timely support, and consistent alignment between vendor services and organizational needs, while enabling staff and residents to have positive technology experiences.
Key Responsibilities Operational Oversight - Manage the day-to-day IT operations across TLC, ensuring uptime, connectivity, and responsive user support.
- Act as the primary on-campus escalation point for IT issues, coordinating closely with the MSP to ensure timely and effective resolution.
- Maintain accurate documentation of systems, assets, and procedures to support both MSP efficiency and internal continuity.
Vendor & MSP Coordination - Serve as the first point of contact for TLC's MSP, monitoring ticket resolution, service-level agreements, and performance metrics.
- Escalate strategic or recurring concerns to the vCIO for review and resolution.
- Partner with vendors on system upgrades, installations, and troubleshooting of systems.
Infrastructure & Security - Monitor performance of TLC's enterprise infrastructure, including fiber backbone, Wi-Fi network, and server/cloud environment.
- Ensure MSP follows established cybersecurity and compliance standards as directed by the vCIO.
- Coordinate patching, backup monitoring, and endpoint protection activities with MSP to minimize risk.
Strategic Project Execution - Translate the vCIO's strategic IT roadmap into actionable projects, ensuring on-time and on-budget implementation.
- Provide feedback to the vCIO on operational challenges, user adoption, and resident-facing needs to inform future planning.
- Promote a culture of customer service, ensuring technology support is approachable and mission-aligned.
Other Duties - May be required to perform other duties in keeping with the nature of this position which will not significantly alter the job requirements.
Qualifications Education & Experience - Bachelor's degree in Information Technology, Computer Science, or related field; or equivalent professional experience.
- 3-5 years of IT experience, with at least 1-2 years in a supervisory, systems administration, or MSP/vendor management role.
- Experience coordinating with managed service providers and external vendors.
- Regulated IT environment experience preferred.
Skills & Competencies - Strong technical skills across networking, cloud (Azure/M365), and cybersecurity practices.
- Proven ability to coordinate and hold external MSPs accountable while maintaining strong relationships.
- Excellent communication skills, with the ability to translate technical concepts for staff, executives, and residents.
- Service-oriented, collaborative mindset consistent with TLC's mission and resident-first culture.
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