Director, Support and Infrastructure

Job Details Job Location American Psychiatric Association HQ - Washington, DC Position Type Full Time Education Level 4 Year Degree   Job Shift Day Job Category Information Technology Description POSITION SUMMARY The Director, Support and Infrastructure reports directly to the Chief Information Officer (CIO) and is responsible for overseeing the daily operations and strategic management of the association's IT support desk and infrastructure teams. This role focuses on ensuring the reliability, security, and efficiency of all IT systems while providing exceptional support to staff. The director will lead efforts to improve helpdesk services, manage infrastructure projects, and align IT resources with the association's business goals. This position is critical to ensuring the smooth operation of IT services and infrastructure throughout the association. The Director will play a key role in leading a team that ensures staff and stakeholders are well-supported while maintaining a resilient and secure IT environment. DUTIES & RESPONSIBILITIES Support Desk Management Lead and manage the helpdesk and infrastructure team to provide efficient and high-quality support for end users across all divisions. Develop and implement service-level agreements (SLAs) and key performance indicators (KPIs) to measure the effectiveness of helpdesk operations. Ensure timely resolution of technical issues, escalating when necessary, and optimizing ticket management systems. Establish and maintain a knowledge base for helpdesk support, ensuring effective documentation of common issues and solutions. Regularly analyze support metrics to identify trends and areas for improvement and propose solutions to enhance user satisfaction. Infrastructure Management Oversee the design, implementation, and maintenance of the association's IT infrastructure. Ensure high availability, security, and scalability of infrastructure to meet current and future business needs. Manage relationships with external vendors and service providers to ensure the timely delivery of products and services. Implement and monitor cybersecurity protocols to safeguard the organization's data and systems from internal and external threats. Leadership and Team Development Provide strategic leadership and vision for the helpdesk and infrastructure teams, aligning them with association's goals and IT best practices. Mentor and develop team members, fostering a culture of continuous improvement, positive accountability, and technical excellence. Collaborate with the CIO and other IT leaders to develop strategic plans and roadmaps for IT services, support, and infrastructure. Develop and manage budgets for helpdesk support and infrastructure, ensuring cost-effective operations and resource allocation. Stakeholder Engagement and Communication Build and maintain strong relationships with stakeholders to understand needs and priorities and translate them into technology related business solutions. Ensure stakeholders have continued guidance, training and SOP's available to make the best use of solutions in place. In conjunction with the Director, Enterprise services, Facilitate monthly meetings with stakeholders to bring visibility to what each division is doing, what IT is doing and how we can better leverage technical business solutions for the good of the association. Serve as a key point of contact for internal stakeholders regarding IT service levels, infrastructure projects, and technical support. Provide regular updates to senior leadership on the performance and status of helpdesk and infrastructure teams, including risk assessments and project progress. Ensure effective communication of IT-related issues, solutions, and initiatives to non-technical stakeholders in clear, understandable terms. Process Improvement and Innovation Participate in the development and execution of the IT roadmap, aligning technology initiatives with business goals to drive innovation, improve operational efficiency and support long-term strategic growth. Continuously evaluate and enhance helpdesk workflows, technologies, and procedures to improve efficiency and customer satisfaction. Stay informed on emerging technologies, industry trends, and best practices to identify opportunities for innovation and infrastructure and workflow modernization. Drive automation and self-service initiatives that improve response times and reduce dependency on manual interventions for common IT issues. COMPETENCIES The Director, Support and Infrastructure's performance on these duties and responsibilities will be measured using the following competencies: SCOPE & IMPACT Manages significant aspects of technology and cybersecurity across the association. Manages all aspects of IT support and infrastructure. Contributes expert knowledge of APA and processes as they relate to area of responsibility. Participates in the development of strategic and business plans for all areas of assigned responsibility. Applies knowledge and extensive experience to achieve the goals and objectives of all divisions within the association. Demonstrates mastery of skills and techniques utilized in the department or program and is recognized as expert in the field, both inside and outside of APA. Success is frequently measured by metrics associated with completing the outputs of organizational strategic initiatives (projects, surveys, reports, etc.) and demonstrating mastery of highly complex and nuanced organizational work environment behaviors COMPLEXITY, PROBLEM SOLVING & DECISION-MAKING Work is performed with wide latitude in making decisions within the limits of overall program objectives. Decisions and actions have a considerable impact on IT's operations and will affect other departments as well. Will actively participate in planning and budgeting activities for Information Technology. Will have budget development and monitoring responsibilities for functional areas within IT. RELATIONSHIP MANAGEMENT & AUTHORITY Relationships span levels internally and externally and center on ensuring successful accomplishment of APA'S mission. Utilizes diplomacy, innovation and creativity when resolving non-routine matters that impact achievement of departmental goals and objectives. Collaborates with outside organizations, consultants, vendors, and other organizational partners in a manner that demonstrates expert knowledge of the department or program as well as an advanced knowledge of the organization as a whole. ORGANIZATIONAL KNOWLEDGE Demonstrates a broad knowledge of entire organization and external factors of importance to business strategy and uses knowledge to assist in the development and execution of business strategy SUPERVISION Directly manages 2 employees; a total team of 4 Qualifications REQUIRED SKILLS, EXPERIENCE, AND QUALIFICATIONS Education and Experience Minimum of 8 years of experience in IT, with at least 4 years in a leadership role overseeing helpdesk support and IT infrastructure. Proven experience managing IT infrastructures, including on-premises and cloud-based systems (e.g., AWS, Azure). Demonstrated experience in helpdesk management, IT service delivery, and technical support. Technical Skills Strong knowledge of IT infrastructure components Proven experience leveraging Microsoft 365 environment across an organization with varying needs. Experience with IT service management tools and ticketing systems. Knowledge of cybersecurity best practices, including risk management and data privacy. Familiarity with automation tools and techniques for IT support and infrastructure management. Experience managing budgets, vendor relationships, and external contracts for IT services. Leadership and Interpersonal Skills Strong leadership and team management skills, with experience leading cross-functional technical teams. Excellent communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences. Proven ability to manage multiple projects and priorities in a fast-paced environment, with strong organizational skills. Customer-focused mindset with a commitment to delivering exceptional service to end users. Preferred Certifications ITIL or comparable certification PMP or other relevant project management certifications CISSP, CISM or CompTIA Security + certifications preferred EOE, including disability/vets Salary-$140,500-$160,600

Created: 2024-11-05