Director, Information Technology - Glide

About GLIDE:

GLIDE is a nationally recognized center for social justice, dedicated to fighting systemic injustices, creating pathways out of poverty and crisis, and transforming lives. Through its integrated comprehensive services, advocacy initiatives, and inclusive community, GLIDE empowers individuals, families, and children to achieve stability and to thrive. GLIDE is on the forefront of addressing some of society’s most pressing issues, including poverty, housing and homelessness, and racial and social justice. GLIDE’s mission is to create a radically inclusive, just, and loving community mobilized to alleviate suffering and break the cycles of poverty and marginalization.

The Director of Information Technology ensures secure and efficient technology infrastructure, policies, and support services for GLIDE’s entire campus and all of its programs. The incumbent leads the development and implementation of the IT budget and workplan, and directly oversees managers and staff assigned to continuous evaluation and optimization of: cybersecurity, network operations, database administration, Help Desk customer service, software selection, implementation, licensing, and integration into data warehousing for business intelligence, regulatory compliance (such as HIPAA), radio operations, hardware specifications, workflow optimization, and implementing industry best practices. Regular monitoring, analysis, audits, and investigations of IT infrastructure, use, and performance to optimize security, productivity, policies, and Key Performance Indicators (KPIs) is required, as is oversight of key contracts, such as ISP, MSP, and cloud vendors (Microsoft, Salesforce, etc.).

The Director of Information Technology is considered a first responder in case of emergency/disaster and must respond to urgent situations; occasional non-traditional hours (nights, holidays, and weekends) may be required. Regular and predictable attendance is essential. The ideal candidate is a hardworking team player with a track record of optimizing hardware, software, network engineering, and/or cybersecurity infrastructure, developing and managing a budget, and effectively managing an IT organization.

• Strategize and plan IT Systems to meet current and future needs of the organization in alignment with organizational strategy and goals.
• Direct the implementation of all IT Systems, including networking, database administration, software selection and integration, and equipment upgrades (including but not limited to laptops, desktops, radios, telephones, networking equipment, a/v, Zoom rooms, etc.).
• Oversee departmental finances, including budgeting and forecasting; prioritizes and directs bidding, negotiation, and optimization of all software, hardware, and service contracts.
• Mentor and support staff to develop leadership and managerial skills.
• Prioritize the deployment, monitoring, maintenance, upgrade, and support of all IT systems, including networking devices, servers, computers, operating systems, hardware, software, applications, peripherals, and phones.
• Implement disaster recovery, business continuity, and information security control policies/protocols, systems, and structures.
• Ensure effective data management and reporting of key performance indicators (KPIs).
• Hold staff accountable for the development and distribution of effective IT support tools, usage guides, FAQs, self-help, technician and user training resources, etc.
• Direct and collaborate with both outsourced IT specialists and services (ISP, MSP, etc.) and in-house managers and technicians to identify and solve service gaps. Source, evaluate, and oversee IT contractors/vendors. Evaluate contractual agreements and make recommendations as needed. Monitor and report on the performance of hired contractors/vendors. Ensure service/product delivery is aligned with contractual obligations and performance metrics.
• Anticipate technological development and staffing needs. Proactively evaluate new technologies and keep abreast of industry-standard and burgeoning technologies.
• Responsible for conducting annual IT audits, annual survey of needs, and annual performance assessments of enterprise systems, infrastructure, policies, protocols, and staff.

• Directly supervise IT Managers, Technical Staff, and Contractors/Vendors.
• Coach direct reports regarding problem resolution and performance management.

• A track record of optimizing hardware, software, network engineering, and/or cybersecurity infrastructure, developing and managing budgets, and effectively managing an IT organization. Strong depth of understanding of the Information Technology industry.
• The ability to meet project goals on-time and on-budget, provide high-quality customer service, foster an environment of teamwork centered on collaboration, inclusivity, equity, high performance, accountability, workforce development, and employee engagement.
• Excellent communication (written and oral) and interpersonal skills, exceptional judgment, skillful budget management, consistent policy adherence, mentorship of junior staff, and effective focus, organization, and prioritization in collaborating with peers and partners to manage multiple projects and programs are also requirements of the job.
• Ability to handle a variety of constituencies. A team player who can interrelate and operate effectively with peers and other associates within a collegial, yet demanding work environment.
• Ability to prioritize tasks, balance multiple assignments, meet deadlines, and thrive in a complex environment with multiple priorities.
• Ability to strategically plan and implement priority initiatives. Outcome-orientation in achieving specific goals.
• Demonstrates a willingness to engage, learn, and grow continuously.
• Exceptional interpersonal skills. Ability to establish and maintain effective working relationships with those contacted in the course of work. Exercises sound judgment in interactions with others.
• Highly self-motivated and directed. Energetic, committed, and outgoing with the ability to work independently and collaboratively.
• Strong analytical skills and common sense.
• Strong leadership and decision-making skills. Excellent analytical and problem-solving skills. Keen attention to detail. Demonstrates a commitment to bringing forth creative and innovative Service Desk/IT practices.
• Understands the importance of and maintains confidentiality. Adheres to professional boundaries and standards. Understands and follows the professional ethics, values, and principles of IT work.
• Has the ability to work effectively across cultures. Demonstrates a commitment to learning, communicating, and working respectfully with people different from themselves.
• Commitment to the mission, values, and philosophy of GLIDE.
• Broad understanding of information technologies: networking, software, cloud environments, database administration, and Help Desk customer service.
• Extensive experience directing or managing Cybersecurity, Meraki Networks, Microsoft O365, Power BI, Salesforce, and Business Workflow Analysis.
• Proficiency maintaining enterprise networking equipment, such as firewalls, routers, switches, wireless access points, battery backups, etc. is required.
• Experience with Support Ticketing software, especially Zendesk or equivalent.

• BA/BS degree in Information Technology, 5+ years related experience leading complex technology departments, divisions, or teams, or any equivalent combination of education and related experience.
• Experience, or willingness to learn, managing employees within a trauma-informed, workforce development rubric.
• Very strong customer service orientation. Demonstrable history in prioritizing and executing customer service requests in a time-efficient, courteous manner.
• Ability to quickly become proficient with new technologies required.
• Familiarity with regulations concerning IT including HIPAA, PHI, PCI-DSS, etc.
• Experience working in a community-based social service agency with people who experience chronic homelessness, severe mental illness, addiction, severe poverty, and complex trauma helpful, but not required.

At GLIDE, we ensure competitive and fair compensation by utilizing data from seven comprehensive pay surveys, including Gallagher, and analyzing over 450 nonprofits in our sector. Our pay structure considers location, organization type, and market trends to attract and retain top talent.

GLIDE is proud to be an equal opportunity employer. As an equal opportunity employer, we are committed to identifying and developing the skills and leadership of people from diverse backgrounds. People of color, differently abled people, and LGBT persons are strongly encouraged to apply.

Work Environment:

GLIDE’s buildings are in the Tenderloin neighborhood. GLIDE maintains an "open door" policy for the community and its clients, who frequently enter and leave the building.