Director, IT Services

Department: Management

Position Type: Full Time

Travel Required: Minimal as needed

About the Role

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, including training and career path.

Reports to: Director, Operations & Finance

Direct Reports: Information Technology Group

Responsibilities

• 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 ensure minimal customer response times and on-time project task completion
• Maintains and improves department skill set as new technologies evolve
• Interviews and hires all new ITG staff
• Follows direction set by executive leadership
• Identifies sales opportunities and passes the information to the correct team members
• Maintains daily timesheet and expense report entries accurately and timely
• Performs administrative duties, including scheduling and reporting, to ensure adherence to company fiscal goals
• Implements new technology
• Other duties as required

Requirements

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 multitask
• Intellectually resourceful with sound judgment and effective decision-making abilities
• Independent worker able to work effectively on daily tasks without direct supervision
• Strong organization skills and ability to operate efficiently throughout daily tasks
• Owns issues through resolution but understands when to escalate problems to another team member; accepts escalated issues and mentors when appropriate
• Demonstrates empathy with users and professionalism at all times
• Works well with clients at all levels
• Operates with client satisfaction in mind
• Energy, enthusiasm, and results-oriented

Qualifications

• 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 evening or weekend work occasionally
• Valid driver’s license in your state of residence and reliable personal vehicle