Director IT Support Services

  • location: New York, NY
  • type: Permanent
  • salary: $115,000 - $125,000 per year
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job description

Director IT Support Services

job summary:
The Director of Network and Support Systems will report directly to the CIO. The Director of Network and Support leads a team of network and support professionals, who are remotely located throughout the organization and provide support coverage to all sites, as needed. This person works as part of the IT leadership team to help set strategy and goals, and leads or supports organization-wide information technology projects. You will continually keep abreast of industry trends and analyze, recommend and implement new solutions. Additionally, they will provide direct training to Year Up staff.

To be successful in this role, you'll thrive in a fast-paced environment and enjoy leading efforts to constantly and consistently improve the organization's technical performance. You're someone who is skilled at anticipating the needs of others and proactively takes on new challenges to support business needs, with a continued focus on planning and preparing for growth. The ideal candidate for this position will have technical interest and expertise paired with strong communication and project management skills.

location: New York, New York
job type: Permanent
salary: $115,000 - 125,000 per year
work hours: 9am to 5pm
education: No Degree Required
Network Support

  • Provide local and wide-area network design, implementation and support/administration
  • Manage requests for new network hardware, software and system accounts
  • Maintain an inventory of hardware and software for the sites
  • Lead and manage all servers and server applications at all sites
  • Develop and manage enterprise disaster recovery approach and practice; monitor and maintain site backups
  • Perform routine system maintenance, including system updates, log checking, etc.
  • Lead and provide support services for all computers, monitors, printers, phones, and other peripheral devices for all sites
  • Provide individual or small-group training on computer applications
  • Define and update hardware and software standards based on organizational needs and industry trends
  • Consult with user community on wide range of often-complex hardware, software, and operating system issues
  • Log all requests, problems and resolutions in call tracking program
  • Other duties as assigned
Leadership and Strategy

  • Lead a team of IT network and support professionals who provide customer support services to all staff and students at multiple sites
  • Ensure all team members have clear goals and accountabilities, professional development opportunities and timely performance reviews
  • Serve as a member of the IT leadership, improving the way technology is delivered to the enterprise including, finding, implementing, and documenting integrated solutions to computer problems
  • Innovate and think outside the box regarding how Year Up can improve its IT infrastructure based on latest industry trends and best practices
Site Team/Learning Community Member

  • Serve as a coach/mentor for a small number of current students
  • Join and sometimes facilitate weekly group sessions with students
  • Participate in staff meetings and trainings
  • At least 6-7 years of professional experience preferred
  • 5 years of progressively increasing IT responsibilities, preferably in a non-profit setting and/or for-profit service-based organization desired
  • Experience developing and maintaining systems, applications, security, and network configurations, including disaster recovery planning
  • Knowledge of Windows operating systems, Microsoft Office applications, Ghost, virtual servers, Active Directory, SQL server, IIS, SharePoint, Exchange, switches, routers, firewalls, and WAN/LAN/MPLS
  • Demonstrated ability to lead and manage staff and provide technical support to users
  • Professional attitude and appearance
  • Excellent interpersonal and customer service skills, including solid writing and written communications
  • Strong organizational and time management skills with exceptional attention to detail
  • Experience and comfort in a fast-paced entrepreneurial environment
  • Ability to work independently and as a team player; take initiative and manage multiple tasks and projects
  • Must be able to lift equipment (50lbs)
  • Some travel is required
  • A passion for working with young adults, an unshakable belief in their potential and a strong commitment to the mission of Year Up
  • Understanding the Opportunity Divide and its drivers
  • Commitment to diversity and inclusion
skills: Zendesk

Managed Services vendor management experience

Helpdesk Management experience

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

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