Director, IT Services

DIRECTOR, IT SERVICES

Department: Management

Billable Hours Goal: N/A

Position Type: Full Time

Travel Required: Minimal as needed

JOB SUMMARY:

Provides overall direction and guidance to the IT Services department with the purpose of supporting Customers in achieving their goals and objectives. The Director, IT Services directly supervises members of the department and is responsible for overall management to achieve customer satisfaction. Must interpret policies, procedures, and goals of the organization for employees. Responsible for employee performance, and development to include training and career path.

REPORTS TO: Director, Operations & Finance

DIRECT REPORTS: Information Technology Group

ESSENTIAL FUNCTIONS:

• Manages IT Services department by directing and coordinating activities consistent with established goals, objectives, and policies
• Schedules activities to ensure customer / project timelines are met
• Monitors and maintains ticket & task queues to make sure customer response times are minimal, and project tasks are completed on time
• Maintains and improves department skill set as new technologies evolve
• Interviews and hires all new ITG staff
• Follows direction set by executive leadership
• Identify sales opportunities and pass the information to correct team members

ADDITIONAL RESPONSIBILITIES:

• Maintains daily timesheet and expense report entries and submits them accurately and timely
• Administrative duties to include scheduling and reporting to ensure adherence to company fiscal goals
• Implements new technology
• Other duties as required

TECHNICAL SKILLS:

· Strong understanding of available tools to assist in daily tasks

· Ability to troubleshoot server based software issues with:

           - Microsoft Windows Server //2008 R2 , 2012, 2016, 2019

           - Microsoft Windows Active Directory Infrastructure

           - On Premise Microsoft Exchange /, 2012, 2016, 2019 

           - Microsoft SQL Server 

           - Microsoft Remote Desktop Services

           - Microsoft Hyper-V and VMWare

           - Major Anti-Virus solutions

           - Enterprise class backup solutions

· Strong knowledge of various server/workstation peripherals such as USB/NAS drives

· Strong knowledge of workstation/server hardware and software troubleshooting abilities

· Working knowledge of HP and Dell equipment; general understanding of storage solutions

· Demonstrated knowledge in troubleshooting and resolving workstation based software issues with:

           - Microsoft Office 2010 / 2012 / 2016

           - Microsoft Office 365

           - Domain and workgroup environments

· Knowledge and understanding of AD, DNS, the Internet and mail flow

· Strong knowledge of WAN/ISP architecture 

· Strong knowledge of backup & recovery, including direct DR planning with Customers

SOFT SKILLS & ABILITIES:

· Ability to motivate and maintain effective working relationships with staff and partners

· Ability to rely on experience and judgment to plan and accomplish goals

· Strong written and verbal communication skills

· Pleasant and professional demeanor in all client and internal communications

· Ability to multi task

· Intellectually resourceful with sound judgment and effective decision-making abilities

· Independent worker and able to work effectively on daily tasks without direct supervision

· Strong organization skills and ability to operate efficiently throughout daily tasks

· In general, owns issues through resolution although understands when to escalate a problem to another team member and whom to escalate to; accepts escalated issues; and mentors when appropriate

· Demonstrates empathy with users and professionalism at all times 

· Work well with clients at all levels

· Operates with client satisfaction in mind

· Energy, enthusiasm and results-oriented

EDUCATION, EXPERIENCE, & KNOWLEDGE:

· 10 or more years of experience in increasingly responsible Information Technology positions where excellent customer service and technical skills have been emphasized

· Progressive experience in IT Managed Services

· Prior experience demonstrating effective technical skills in a fast paced and growing environment

· Related bachelor’s degree or equivalent work experience

WORK ENVIRONMENT/PHYSICAL DEMANDS:

· Use of computer and office equipment

· Ability to remain calm in stressful situations

· Performs all administrative functions expected at this level

ADDITIONAL REQUIREMENTS:

· Ability to schedule for evening or weekend work occasionally

· Valid driver’s license in your state of residence and reliable personal vehicle