Deputy Director of Technology

About the role

The Deputy Director of Technology Support leads the organization's technical support operations and ensures delivery of reliable, secure, and high-quality technology services.

Responsibilities

• Plans, organizes and supervises the technical support program
• Oversees daily support needs of the organization
• Able to provide support to end users and assist with setup of staff equipment
• Supervises, provides training and works direction to and evaluates assigned technical support team personnel
• Assigns and directs staff to meet technology needs, priorities and timelines
• Reviews and updates support assignments to assure effectiveness and balance workload
• Evaluates level of service and effectiveness of technical support program
• Recommends and implements strategies to improve support in alignment with Organization goals and site needs
• Collaborates with stakeholders and technicians to address specific technology needs and plan for technology procurement and implementation
• Affords support during onboarding/offboarding requirements and product procurement
• Affords support in technology planning, resource prioritization and communications as an active participant of the IT management team
• Works with stakeholders to review and adjust support to meet changing needs and address gaps
• Collects data and prepares findings related to equity of access to technology for students and staff
• Develops and implements plans to fund, procure, distribute, repair and replace technology to support universal access to technology
• Participates in staff meetings to communicate objectives, share updates, collaborate and gather feedback from personnel
• Performs other related duties as required

Requirements

Five (5) or more years of experience leading an enterprise technical support team, including direct supervision of at least five staff members

Strong experience managing enterprise IT support operations, service delivery, and customer support best practices

Hands-on expertise with Microsoft Exchange/Microsoft 365 administration, Active Directory, PowerShell, endpoint/device management, and enterprise domain environments

Experience administering cybersecurity solutions, including email security platforms, multi-factor authentication (MFA), and network security technologies such as SonicWall firewalls and enterprise Wi-Fi environments

Proven ability to lead complex IT projects, technology deployments, hardware refresh initiatives, and cross-functional implementations

Strong troubleshooting, analytical, and problem-solving skills with the ability to serve as an escalation point for complex technical issues

Excellent leadership, communication, and interpersonal skills with experience coaching, mentoring, and developing technical support staff

Prioritizes competing initiatives, manages multiple projects, and thrives in a fast-paced environment

Eligible to obtain and maintain the required background clearance for CJIS data access

Qualifications

Bachelor's degree in Management Information Systems, Computer Science, Information Technology, or a related field

Skills

Industry certifications such as CompTIA Security+, Network+, Microsoft, Cisco, ITIL, PMP, or other relevant technical certifications

Experience with help desk ticketing systems and mobile device management (MDM) platforms

Experience managing IT vendors, contracts, procurement, and technology budgets

Knowledge of project management methodologies and IT service management (ITSM) best practices

Experience supporting organizations with multiple locations or distributed workforces

Benefits

• Medical
• Dental
• Vision
• Vacation and Paid Time Off – starting at 25 days off annually, Plus an additional summer selfcare day
• 12 Paid Holidays per year
• Retail 403(b) Competitive matching up to 6%
• Employee Referral Program