Director Information Technology Infrastructure

General Summary:

The position will have responsibility for the overall vision and leadership and execution of the road map for the information technology infrastructure. They will be the infrastructure subject matter expert and a level of technical resource for the infrastructure for the company. Responsible for on-premise and cloud technology infrastructure for both enterprise and field offices. This includes, but not limited to, networking, computing, storage, telephony, telecom, data center, cloud technologies, and the help desk support services.

Principal Duties and Responsibilities:

• This position involves regular access to specified personal information of consumers, including, but not limited to, Social Security numbers and dates of birth.
• Maintains the company’s adherence to technology requirements for security & privacy.
• Develops, maintains, and enforce policies, standards, and procedures to ensure a robust and secure IT infrastructure.
• Performs other duties as outlined in individual objectives.
• Analyzes IT infrastructure and systems performance to assess operating costs, productivity levels, performance, upgrade requirements, and other metrics and needs. Continuously works to improve the environment.
• Manages any IT incidents to resolution while communicating with impacted stakeholders/employees. Creates RCAs documenting the incidents.
• Defines daily tasks and project plans for the Network and Help Desk teams and obtains and documents daily the current progress of these items. Drives the teams to timely and successful completion of the tasks and provides updates to key stakeholders as to the latest progress of these items.
• Defines, establishes, updates, manages, and reports on infrastructure and support Service Level Agreements.
• Establishes an infrastructure program strategy and roadmap for the definition and development of technology infrastructure strategies. Develops transformation roadmaps in alignment with organizational scalability and growth.
• Establishes and maintains relationships with 3rd party vendors and service providers to ensure proper delivery of services and execution of agreements.
• Performs performance management of the Help Desk and Network teams, including performance appraisals, mentoring, coaching, and providing technical leadership to less experienced staff.

Competencies To perform the job successfully, an individual should demonstrate the following competencies:

• Dependability - Follows instructions, responds to management direction. Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Participates in meetings.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Diversity - Promotes a harassment-free environment.
• Attendance/Punctuality - Arrives at meetings and appointments on time.
• Motivation - Sets and achieves challenging goals.
• Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.
• Strategic Thinking – Develops strategies to achieve organizational goals; Understands organization’s strengths and weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Able to build morale and group commitments to goals and objectives.
• Judgment - Displays willingness to make difficult /unpopular decisions; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Innovation – Displays original thinking and creativity; Meets challenges with resourcefulness; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information.
• Initiative – Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Adaptability - Adapts to changes in the work environment; Changes approach or method to best fit the situation.
• Managing People - Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external).
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks.
• Analytical – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Interpersonal Skills - Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance; Meets commitments.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED. Ten years related experience with five years management experience in an IT related capacity. Bachelor’s degree in Computer Science or related field preferred.

Language Skills: Ability to read and interpret documents, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before managers or employees of organization.

Mathematical Skills: Ability to work with basic mathematical concepts.

Reasoning Ability: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.

Computer Skills: To perform this job successfully, an individual should have intermediate level in Microsoft Products (Word, Excel, Power Point and Outlook), advanced knowledge of all Microsoft Windows operating systems and server platforms. MSCE and other industry certifications preferred. Experience with O365, MS teams, SharePoint, and Azure preferred.

Other Skills and Abilities: Excellent time management, decision making, prioritization and organization skills. Working knowledge of antivirus and firewall solutions. Proven technical aptitude and proven customer service aptitude.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.