Director of IT Support - Heritage Christian Services

The Director of IT Support is responsible for providing strategic leadership and direction to the end user support staff of Heritage Christian Services’ information technology team, ensuring efficient and effective support services across the organization. The position monitors response times, evaluates user satisfaction levels and makes recommendations for improvement. The position manages technical support of systems hardware, software, vendors, and makes recommendations regarding upgrades or changes.

Pay rate for this position:  $73076 - $97435 / year

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above range represents the organization's good faith and reasonable estimate of the range of possible compensation at the time of posting

• Oversees the handling of IT incidents, service requests, and problems through the help desk or service desk.
• Ensures timely resolution of incidents and service requests to minimize disruption to business operations and maximize user productivity. Coordinate escalations in cooperation with help desk manager.
• Implements incident and problem management processes to identify root causes, prevent recurrence, and improve overall system reliability and stability.
• Participates in the planning and implementation of high-quality help desk operations to the organization and evaluates help desk team efficiency.
• Manages and collaborates with the infrastructure, security and application development areas of the HCS IT department, 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 help desk team.
• Provides guidance and mentorship to team members.
• Resolves help desk problems and improves current help 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.
• Manages the coordination of the hardware and software lifecycle throughout the agency fleet for all endpoints, including purchasing, in-place upgrades, and licensing.
• Manages the configuration and upkeep of IT help desk software.

Team Leadership and Management

• Supervise and lead the IT support team, comprised of help desk staff, system administrators, and other support personnel. Oversee hiring for the IT support team.
• Provide guidance, mentorship, and professional development opportunities to team members, enhancing their skills and capabilities.
• Establish performance goals, conduct regular performance evaluations, and address any issues or concerns within the team

Financial Management

• Manage and plan the annual IT budget in collaboration with the Vice President of Information Technology.

Cross-Department Collaboration

• Lead cross-department collaboration and stakeholder management to ensure all departments receive appropriate levels of IT support.

Vendor and Supplier Management

• Manage relationships with IT vendors, suppliers, and service providers to ensure timely delivery of products and services as per contractual agreements and service level commitments.
• Evaluate vendor performance, negotiate contracts, and explore opportunities for cost savings and value optimization.

• Associate's degree in information technology, computer science, or related field
• 6-9 years of IT experience
• Proven experience in leading and managing IT support teams.
• Strong financial management skills, including budget planning and monitoring.
• Excellent vendor and supplier management skills.
• Demonstrated experience in incident and problem management.
• Proficiency in hardware and software lifecycle management.
• Strong written and verbal communication and interpersonal skills.
• A valid New York State driver’s license, in compliance with Heritage Christian Services, Inc. Motor vehicle record standards

Our Commitment to Equity and Justice

We believe that people are entitled to dignity, respect, equity and justice. We champion a society that removes barriers. We reject racism and discrimination of any kind. We protest systemic and political inequities that marginalize people, recognizing that there is a history of structural racism in the United States. We will continue to learn and change to achieve justice. We know that strength comes from unity.