Director IT Support Services

Summary:

Under the direction of the Vice President of Information Technology, the Director, IT End User Support Services manages the daily operations of Safe Horizon’s service desk and technical support services, while managing staff (including hiring, training, scheduling work assignments and conducting evaluations). The position monitors response times, evaluates user satisfaction levels and makes recommendations for improvement.The position evaluates and manages technical support of systems hardware,software and Telecomm and makes recommendations regarding upgrades or changes. The position may also negotiate, write, and report on internal and external service level agreements and does vendor management.

Responsibilities:

• Participates in the planning and implementation of high-quality Service Desk operations to the organization and evaluates desk efficiency
• Manages and collaborates with the Service Desk Lead Computer Support Specialist, Infrastructure, Security and Application Development areas of IT department, other Safe Horizon departments and external partners to ensure that day-to-day operations are carried out in a manner that delivers the objectives of Information Systems and Technology, and the organization’s mission and vision
• ·Defines performance standards and measures success for all members of the End User Support Group
• ·Provides guidance and mentorship to team members
• ·Assists End User Support Group with issue resolution, non-standard requests and difficult situations as necessary
• ·Inventory tagging and tracking
• ·Interacts with end-users
• ·Resolves service desk problems and improves current service desk methods to increase productivity and customer service
• ·Provides weekly qualitative and quantitative reporting to management
• Manages vendor relationships as it depends on daily operational needs. Invoices and PO reviews and approvals

Interacts with:

• Staff at all levels, Partners, and Vendors

Qualifications:

• Minimum 5 years of experience providing technical support in a professional environment and 2 years of experience in a supervisory/management role. Requires excellent prioritization, decision-making and organizational skills
• Excellent communication (written and verbal) and interpersonal skills

• Ability to clearly communicate with colleagues at all levels
• Ability to work well with minimal supervision
• High level of initiative, self-direction, and accountability for actions required.
• Self-managed and motivated

• Ability to effectively lead a team of diverse individuals, achieving results in Customer Service and Technical Support
• Engagement in anti-racism work
• BS in Information Systems, Business Management or related discipline, or equivalent relevant experience
• Microsoft Certified Systems Engineer (MCSE) designation is a plus (e.g., HDI’s Support Center Manager certification, or experience with the Information Technology Infrastructure Library (ITIL)

Safe Horizon is committed to providing a reasonable accommodation to ensure individuals with disabilities can meet any physical demand requirement(s) of the position, or otherwise perform the corresponding task(s), where possible.If you require a reasonable accommodation, including to participate in the job application or interview process, please indicate this on your application questionnaire for next steps.

ADA/EEO/OSHA Statement:

Safe Horizon is committed to the principles of equal employment opportunity and compliance with all Federal, State, and Local laws concerning employment discrimination, harassment and retaliation including the Americans with Disabilities Act. Safe Horizon ensures equal opportunity to all employees and applicants regardless of race, color, age, gender, sexual orientation, sexual and other reproductive health decisions, religion, marital status, national origin or ancestry, citizenship, lawful immigrant status, physical, mental, and medical disability, veteran status or liability for service in the United States Armed Forces. We are dedicated to providing an inclusive and welcoming environment for all members of our staff and clients.

Hiring Pay Range: 64,000.00 - 80,000.00 Annual

Full-time Hours: 35 Hours per week

Full-time Benefits: Vacation Time, Paid Sick Time, Holidays, Medical, Dental, Vision, 403(b) Retirement Plan, Company Life Insurance, Medical/Dependent Care Flexible Spending Accounts, Tuition Assistance Program, Commuter Benefits Program, Gym Reimbursement, Parental Leave, Employee Learning Center