Executive Headquarters (117 West 124th St)

$155,000 - $165,000

Position Summary: Children's Aid seeks a broadly skilled and highly collaborative leader to serve as the Director of Information Technology (IT) Operations (DIO), reporting to the Chief Information Officer (CIO). This role exists within the Information Technology Department and works collaboratively with other departments as needed efficiently, effectively, and in line with the overall goals and objectives of the organization.

The DIO is responsible for ensuring internal IT business and operational functions essential to the overall IT Department success are maintained, measured, tracked, and communicated to IT leadership and others as necessary. This position is responsible for managing assets, the first line of contact for service users, financial management of essential tools used by CA departments, and all IT projects involving third-party vendors. The DIO ensures daily activities or projects are completed within their timelines and budgets. In conjunction with IT or project team, they develop plans, manage performance, communicate statuses and risks, and escalate issues to appropriate IT staff.

Essential Duties:

The Director of IT Operations (DIO) is responsible for managing various operations and business functions within the IT department, including customer service, liaison functions, inventory asset management, IT project management, finance, communications, and staff oversight. Their primary objective is to ensure that all IT operations are molded into best practice format as well as streamlined, efficient (automated where possible), and in line with the overall goals and objectives of the organization.

• Customer Service: The DIO is responsible for developing and implementing policies and procedures for collecting and addressing customer service issues. They manage IT customer service with input and guidance from the IT team as well as the business solution director, operations manager, and CIO. They will also create and maintain monthly customer SLA metrics and manage the ITAC meeting and annual IT customer survey.
• Liaison Function: The DIO will develop a written business plan and SLA for the liaison function, including daily tasks, key tracking indicators, policies, and procedures for working with customers and internal IT teams. They will establish the liaison position as a customer-facing support function with benefits for both customer and IT support team. They will create a monthly tracking and reporting process and incorporate it into overall IT monthly tracking reports. They will periodically review the function and adjust as necessary.
• Inventory & Asset Management: The DIO will work with the business solutions team to build an IT asset management function. They will develop an operations plan for managing IT assets, including asset tracking, set-up, disbursement, returns, disposal, replenishment, and maintenance of inventory. They will maintain financial information regarding inventory, such as value, replenishment needs, program ownership, and more, consistent with audit requirements. They will provide monthly inventory status reports and adhere to inventory management best practices.
• Project Management: The DIO will create and manage project work plans and revise them as needed. They will assist others in defining project objectives, measuring performance, and exposing potential risk factors as well as risk levels. They will create and maintain comprehensive project documentation. They will have approval on project budgets, verify purchase orders and invoices, and confirm project payments.
• Communication: The DIO will establish and maintain relationships with third parties/vendors. They will effectively communicate and escalate relevant project information to all parties. They will hold regular status meetings with the IT team and resolve and/or escalate issues in a timely fashion.
• Supervision: The DIO will foster an environment that encourages and enables the growth and retention of talented professionals and staff. They will provide technical and professional career guidance and opportunities for staff to grow in their profession and expand their technical talent. They will oversee the day-to-day work efforts of staff with a focus on personal growth and achievement of their personal and department goals. They will complete performance management and goal-setting requirements.
• In-person collaboration is an essential function of the job
• Performs other duties as assigned

Minimum Qualifications

• BS/BA in Business Informatics, Computer Science, or related field preferred, or equivalent working experience.
• 10 years of IT business operations experience in management or leadership roles.
• PMP certification or equivalent working experience managing projects in excess of $1m/year

Key Competencies:

• Technical background and understanding with hands-on experience involving technology equipment and business software tools.
• IT Asset Management experience.
• Exceptional organization skills with the ability to manage multiple initiatives simultaneously.
• Ability to work effectively as a member of a team as well as independently.
• Ability to forecast business implications of changes and new initiatives and provide recommendations.
• Ability to work with ambiguity and pivot quickly in response to changing priorities.
• Very strong analytical, problem-solving, and reporting skills.
• Ability to express technical concepts effectively both verbally and in writing for business and technical audiences.
• Highly organized and detail-oriented with outstanding written communication skills.
• Ability to work well with people of varying degrees of technical expertise.
• Proficiency in Microsoft Office - specifically Word, Excel, and PowerPoint. PowerBI experience is a plus.
• Experience with Asana and/or SysAid and Qlik a plus

It is the policy of Children's Aid to provide equal employment opportunity to all employees and applicants for employment and is dedicated to maintaining a work environment that is free from harassment and discrimination. Children's Aid will not to tolerate discrimination, harassment or retaliation on any basis, including race, creed, color, national origin, ethnicity, alienage or citizenship status, gender/sex (including pregnancy), disability, religion, source of income, sexual orientation, gender identity or expression, age, familial status, caregiver status, military status, marital or partnership status, status as a victim of domestic violence, sexual violence or stalking, predisposing genetic characteristics, arrest or conviction record, credit history, unemployment status or any other characteristic protected by federal, state or local law. Children's Aid is committed to complying with applicable state and local laws governing non-discrimination in employment. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Children's Aid will conduct a prompt and thorough investigation of all allegations of discrimination, harassment, or retaliation, or any violation of the Equal Employment Opportunity Policy in a confidential manner and will take appropriate corrective action, if and where warranted. Children's Aid prohibits retaliation against employees who provide information about, complain about, or assist in the investigation of any complaint of discrimination or violation of the Equal Employment Opportunity Policy.