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Summary:The Senior Director of Technical Support reports to the VP, Information Technology. This role will oversee the strategy, delivery, and optimization of our Information Technology Technical Support. The successful candidate will play a pivotal role in ensuring the efficiency and effectiveness of our IT help desk, providing exceptional support to our employees, and ensuring the smooth functioning of our IT systems. If you are a strategic thinker, technical expert, and accomplished leader, we invite you to apply for this exciting opportunity.The Senior Director of Technical Support will lead the desktop and technical support, incident, problem, and change management functions for IT. The person in this role will be responsible for maximizing the value of the ASPCA's Technical Support through the application of transformative and modern frameworks, tools, and processes to achieve the ASPCA's goals.This individual will have the ability to translate details into bigger picture implications that move the organization forward, and implement a process-oriented, automated, and collaborative approach to technical support and operational excellence that will be integral to that growth. This person will also align the right resources to the task at hand, foresee and plan around obstacles, proactively apply improvements, and stay well-informed of cutting-edge technology trends. They will be passionate about leadership and delivering user-centered, customer focused, high-quality technical support, and have a proven track record for turning ideas into solutions. Our ideal candidate will have strong IT Service Management (ITSM) experience, exceptional customer service, and have experience working closely with program teams to support product strategy and roadmaps. The Senior Director of Technical Support will apply proven communication skills, problem-solving skills, and knowledge of best practices to create and support simple, scalable, compliant, and more automated ASPCA mission-critical technical support processes and systems. The ideal candidate will have excellent interpersonal skills, be a team player, and have a desire to support the ASPCA in achieving our mission of ending cruelty to animals. The Senior Director guides and supports the leadership responsibilities of the Technical Support management team to:
- Provide strategic leadership and vision for the IT help desk department
- Monitor and manage a team of IT professionals, ensuring they have the tools and training needed to excel
- Foster a collaborative and customer-centric approach within the team
- Develop and implement technical support policies, procedures and best practices
- Monitor and optimize operations to meet service level agreements (SLAs) and Key Performance Indicators (KPIs)
- Identify and resolve operational bottlenecks and continuously improve processes
- Oversee the deployment, maintenance and enhancement of IT support tools and technologies
- Ensure the availability of resources and tools necessary for efficient troubleshooting and problem resolution
- Maintain a high level of customer satisfaction through prompt and effective resolution of IT issues
- Collaborate with other departments to understand their IT needs and proactively address them
- Generate and analyze help desk performance reports
- Use data-driven insights to make informed decision and improvements
The Senior Director maintains a critical eye on the priorities and scope of the team's work, managing and refining goals to maintain alignment with the needs and priorities of the organization. The Senior Director develops strategic collaborations to maintain a comprehensive understanding of the organization's work.Additionally, the Senior Director will;
- Collaborate with management team to set the strategy and oversee management and implementation of client facing technology for the ASPCA
- Work with key stakeholders to improve existing services, develop new services and provide technology planning support
- Manage the support function and staff that provides customer service and technical support to the organization
- Oversee management of end-user technology assets, including deployment, inventory control, recycling and proper disposal
- Oversee vendor management and maintain budget responsibility for vendors and services falling within Technical Support purview
- Manage complex, high-visibility projects as required
Responsibilities:Responsibilities include but are not limited to:
Strategic and Collaborative IT Leadership (30%)- Develop and execute a strategic vision for the technical support function, aligning it with organizational goals and objectives
- Identify emerging trends, technologies, and best practices in technical support and integrate them into the team's strategies and processes
- Collaborate with key stakeholders to understand business needs and translate them into technical support strategies and initiatives
- Understand, optimize, secure and govern technology tools, processes, and services
- Ensure that support and provisioning processes and procedures are secure, efficient, uniform, and sustainable
- Monitor IT spending, identify opportunities for cost efficiencies and plan for adoption/implementation
- Evaluate resource gaps and issues; mitigate or resolve
- Define and monitor KPIs for IT effectiveness; continuously plan and implement improvements
Lead and Develop the Team (25%)- Provide strong leadership to the technical support team, fostering a culture of collaboration, growth, and excellence
- Set clear performance expectations, monitor team performance, and provide regular feedback and coaching to drive continuous improvement
- Develop and maintain staffing plans, including recruitment, training, and development of team members
- Provide technical guidance and expertise to the team, ensuring the delivery of high-quality support services
- Foster a culture of continuous learning and professional development within the technical support team
- Ensure the most significant efforts of the team are aligned to the most significant outcomes; continually assess and redirect team efforts for maximum impact
- Manage day-to-day activities of the team and ensure project plans and delivery commitments are met
- Work with team members to identify professional opportunities for growth and provide necessary mentoring coaching, and training; ensure effective cross-training, proactively look for and fill gaps in the team's skills
- Perform people management and support tasks for team, including:
- approving timesheets and scheduling requests
- regular 1-1 meetings
- quarterly/semi-annual performance/development meetings
- annual performance reviews and goal-setting tasks
- appraise individual and team performance: provide feedback, remediation, and motivation
Support and Serve the Organization (25%)- Implement ITIL framework with IT Service Management (ITSM) best practices for the IT department
- Stay up-to-date with the latest advancements in IT infrastructure, hardware, software, and support methodologies
- Establish and manage ITSM processes, performance metrics, service level agreements, and operational goals to ensure high-quality support services
- Ensure that the team is effectively prioritizing and triaging work; assess, remediate, and continuously improve team performance
- Listen for and address customer service issues and concerns
- Develop strategies to effectively support the ever-expanding reach of the ASPCA, including new offices, expanding staff rosters, and extended program reach
- Act as an escalation point for complex or high-profile issues; ensure appropriate handling
- Provide hands-on resolution of issues when necessary; as-needed involvement in after-hours emergencies
- Stay current on IT support function best practices, act as a subject matter expert in these areas
- Occasionally travel to other ASPCA locations for in-person assessment or to participate in support or field work
Budget Responsibility and Vendor Management (20%) - Develop and manage the technical support budget, ensuring cost-effective utilization of resources and adherence to financial targets
- Oversee vendor relationships and contracts, ensuring service level agreements are met and vendors deliver value to the organization
- Collaborate with legal and finance departments to negotiate contracts, review pricing structures, and optimize vendor relationships
- Develop and enhance vendor relationships for key expenditures, including computers, mobile devices, ticketing and knowledge base, and endpoint management systems
- Budget and direct the organization's spending on end-user devices, peripherals, and software, and some enterprise systems
- Formulate spending and equipment refresh plans with program leadership, ensuring that their resources are used effectively and that all technology meets critical standards
Exemplifies the ASPCA's Core Values:- Has Commitment and dedication to improving the lives of animals
- Demonstrates Ownership and feels responsible for outcomes
- Believes in Team - that we are stronger together
- Seeks to Elevate others and reimagine what is possible
- Focuses on Impact, specifically making change for animals
Qualifications:- Strong technical expertise and knowledge of IT infrastructure, hardware, software, and support methodologies
- Excellent leadership and team management skills, with the ability to inspire and motivate a diverse technical team
- Strong communication and interpersonal skills to collaborate effectively with stakeholders at all levels
- Can be depended on to accept accountability for, and effectively execute, responsibilities
- Help create connections between people, ideas and plans
- Gather sufficient information to make a decision, and acts swiftly to choose or propose a course of action
- Display courage and determination in the face of challenges and inspires others to do the same
- Identify new opportunities and come up with new ideas
- Support the development of others within and across teams by proactively sharing advice and knowledge
- Take on challenging assignments that provide opportunities for growth
- Give and invite feedback, and seek opportunities for improvement
- Form authentic, trusting relationships which enhance individual and team performance
- Seek to understand others' perspectives and willingly come together with others to achieve collective goals
- Encourage candid and respectful dialogue and feedback
- Presents information clearly in verbal and written form
- Cultivate a climate in which individual differences and perspectives are valued, encouraged and supported
- Self-driven, team-oriented and able to interface with all organizational levels
- Excellent leadership, analytical and organizational skills
- Demonstrated ability to plan and direct the activity of personnel involved in technical support
- Ability to develop and align IT capabilities with an evolving mission-focused model
- Able to effectively manage multiple staff members addressing multiple priorities
- Able to understand business impact and manage priorities and deadlines accordingly
- Able to analyze trends and patterns in issues, and direct mitigation strategies
- Able to quickly learn and support new technologies
- Skilled at planning, organizing and effectively presenting ideas and concepts
- Skilled at managing relationships with vendors, partners and user groups both internal and external
Technical Requirements:- Significant expertise with or advanced understanding of computer technical support, networking technologies, troubleshooting, information security best practices, etc.) as well as specific technologies;
- Windows and Mac desktop and laptop technology; client management tools
- iOS devices; mobile device management tools
- Microsoft Office application suite; O365
- At least one major ticketing system (Freshservice, Zendesk, Remedy, etc.)
- Networking concepts, identity management/single sign-on systems (we use Okta and Active Directory) cloud storage (we use Box)
Compensation and Benefits:Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future. The target hiring range for this role is $169,000 - $181,000.00 annuallyFor more information on our benefits offerings, visit our website.
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Qualifications:See above for qualifications details.
Language:English (Required)
Education and Work Experience:High School Diploma (Required) 10+ years in a multi-discipline, multi-site IT operations environment, 3+ years experience implementing and/or using frameworks, processes and tools such as ITSM, ITIL, ITAM, 5+ years in a leadership role; at least 3 years oversight of technical support functions such as help desk, desktop support and/or desktop engineering, ITIL 4 Foundation certification, SDI, CompTIA or similar certifications a plus
Our EEO Policy:The ASPCA is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ASPCA's standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA. Please inform the ASPCA's People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.ASPCA is an Equal Opportunity Employer (M/F/D/V).
Please don't forget to attach your resume to complete your application.