IT Operations Lead

Overview

Have you ever explained to someone why turning it off and on again isn't always the answer? And then been right?

We might be your people.

The YMCA of Greater Kansas City runs youth programs, health and wellness services, and community initiatives across 10+ branches and 95+ offsite childcare sites throughout the metro. Behind every swipe of a membership card, every staff login, and every program registration is a technology infrastructure that has to work — every day, everywhere.

We are seeking an experienced technologist to serve as our IT Operations Lead — a hands-on role responsible for the systems, projects, and technology initiatives that support our centers, childcare sites, and programs.This position is designed for someone who leads through expertise and execution. You will take ownership of infrastructure and projects across the organization, guide the technical work of the IT team, and work closely with the Chief Technology & Innovation Officer to deliver reliable operations and advance key priorities, including AI and automation efforts.

• Architect Community Solutions: Lead the planning and delivery of IT projects that directly affect our internal associates, members, and the families who rely on our childcare services.
• Champion AI & Innovation: We aren't just talking about AI; we’re implementing it. You will pilot and roll out automation tools (like Claude, Gemini, or ChatGPT) to reduce administrative burden and foster program development, letting our staff focus more on people and less on paperwork.
• Guide and Mentor: While the CTIO handles formal personnel management, you will provide the technical guidance and project clarity the team need to succeed.
• Protect our Mission: Oversee the security, performance, and disaster recovery of our networks to ensure our doors stay open and our data stays safe.

Hiring Range: $65,000-$75,000

Benefits Include

• Competitive Benefits Package
• Free YMCA Household Membership
• Leadership Development Opportunities and Professional Development
• Flexible Schedule

OUR CULTURE: The YMCA of Greater Kansas City’s mission and core values are brought to life by our culture. It’s who we are, who we aspire to be and how we show up every day. We are cause-driven. We don’t just show up, we show up with purpose. We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.

Responsibilities

Technical Leadership & Project Ownership

• Serve as the lead technical owner of the IT department, directing the day-to-day work through project ownership, technical guidance, and clearly assigned deliverables.
• Set technical standards, document operating procedures, and drive a culture of accountability, service excellence, and continuous improvement within the IT team.
• Serve as the primary escalation point for complex technology issues that require high-level resolution.
• Coordinate workload and prioritize team assignments across competing projects and support demands.
• Ensure consistent technology coverage and service quality across all facilities, including off-site childcare locations.
• Partner with the CTIO on staff development needs; the CTIO retains formal supervisory and personnel management responsibilities.

Project Management & Implementation

• Lead the planning, execution, and delivery of IT projects across all locations, ensuring on-time and on-budget completion.
• Own the full project lifecycle of assigned projects from requirements gathering and vendor selection through implementation and staff training, in coordination with the CTIO.
• Maintain a current project portfolio and communicate status updates to the CTIO and relevant stakeholders.
• Coordinate technology rollouts across 10+ branch locations, the corporate office, and 95+ offsite childcare sites.
• Document technical processes, procedures, and system configurations to ensure operational continuity.

Infrastructure & Systems Oversight

• Oversee the day-to-day health, performance, and reliability of network infrastructure, servers, endpoints, and enterprise applications.
• Ensure all systems maintain appropriate uptime, redundancy, and disaster recovery readiness.
• Manage the organization's technology asset inventory, lifecycle planning, and hardware refresh cycles.
• Support the administration of Active Net CRM and other enterprise platforms in coordination with the System Administrator and CTIO.
• Monitor and respond to infrastructure alerts, coordinating resolution with the appropriate team members.

Artificial Intelligence (AI) Projects & Support

• Assist in the evaluation, piloting, and implementation of AI and automation tools that improve operational efficiency, staff productivity, and service delivery.
• Research emerging AI technologies and provide recommendations to the CTIO on applicable use cases for the organization.
• Support staff adoption of AI tools through training, documentation, and hands-on assistance.
• Help develop and enforce responsible AI use guidelines, ensuring alignment with organizational values, data privacy standards, and ethical use expectations.
• Assist in building and maintaining AI-powered workflow automation solutions that reduce administrative burden.
• Collaborate with cross-functional teams to identify processes that are candidates for enhancement.
• Track and report on the effectiveness and adoption of AI initiatives across the organization.

Cybersecurity & Compliance Support

• Implement cybersecurity policies, protocols, and staff training programs established by the CTIO.
• Coordinate vulnerability management, patching schedules, and endpoint security across all devices and locations.
• Support PCI compliance processes and assist with annual security assessments and audits.
• Monitor security alerts and escalate incidents to the CTIO as appropriate.

Help Desk & End-User Support Oversight

• Oversee the delivery of end-user support services across all locations, ensuring timely resolution and staff satisfaction.
• Establish and maintain help desk procedures, escalation paths, and service standards.
• Review support metrics and identify recurring issues that warrant systemic solutions.
• Ensure the Systems Technician has the tools, training, and technical guidance needed to deliver effective field support.

Budget & Resource Support

• Assist the CTIO in preparing and managing the annual technology budget.
• Identify cost-saving opportunities in procurement, licensing, and service delivery.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business, or related field, or equivalent work experience.
• 5+ years of progressive IT experience, including experience leading projects or directing the technical work of staff (formal supervisory experience is not required).
• Demonstrated experience managing IT projects across multiple sites or locations.
• Strong working knowledge of Windows Server, network infrastructure, cloud platforms like AWS, The Google Ecosystem, security, and hardware maintenance.
• Familiarity with AI productivity tools (e.g., Claude, Gemini, ChatGPT, or similar) and their application in a business context.
• Familiarity with cybersecurity principles, PCI compliance, and information security best practices.
• Experience with CRM or membership management systems is a plus; Active Net experience is a plus
• Vendor management and contract oversight skills.
• Excellent communication skills with the ability to translate technical concepts for non-technical audiences.
• Highly organized with strong project and time management skills; ability to manage multiple priorities simultaneously.
• Works effectively with people of different backgrounds, abilities, opinions, and perceptions.
• Must have reliable transportation. Travel around the Greater Kansas City area is required.