Information Technology Services Manager

Join a team of proud, passionate, and caring people that together share their diverse talents and backgrounds to serve our members and grow the game of golf. Being at the PGA of America means you are supported, respected, and appreciated for your contributions.

As the owner of PGA Technology Services, the Technology Services Leader will be responsible for the overall quality and success of hardware, collaboration tools, network services, Help Desk, telecommunications, and audiovisual solutions.

The Technology Services Leader will develop and oversee a customer-centric team that consistently provides exceptional Tier One support experiences. The Technology Services Leader will bridge the gap between special event, enterprise, and product support, ensuring smooth communication across teams and departments.

Additionally, this position will maintain a high-level, data-driven perspective of the support landscape, actively working to eliminate obstacles and implement automation to enhance productivity and value.

RESPONSIBILITIES (Specific areas of responsibility include but are not limited to):

Constantly measure Technology Services processes for quality of service and efficiency.

Maintain a team culture of continuous improvement that celebrates success and mistakes equally.

Ensure a smooth technical onboarding process for new hires in partnership with the People Team and Section Business Operations.

Serve as the escalation point of contact for Technology Services and personalized support for VIPs.

Manage service provider and vendor relationships. Create consistent accountability to contractual agreements, provide feedback on their performance and collaborate with them on improvements. Develops KPIs that help measure service provider performance and provide quarterly reports to senior leadership.

Advocate for user productivity and experience during cross-departmental decisions.

Develop standard operating procedures that work across all service providers, departments, and locations to provide a consistent user experience and auditable process.

Oversee Board of Directors and committee technology needs and operational delivery.

Author or co-author services policies and standard operating procedures that create clarity for end-users and service providers.

Collaborate with Facilities teams to ensure buildings’ environmental, security and printing services run smoothly and cost-effectively.

Act as incident commander during wide-scale application/network outages and security incidents.

Ensure all security policies are being enforced within services teams, on devices, and within SSO tools.

Oversee procurement processes and evaluations for new technology spending related to hardware and productivity software.

INCLUSION:

Employees are expected to contribute to a respectful and inclusive team environment by welcoming and respecting others’ beliefs, backgrounds, identities, abilities, and individuality to help ensure a supportive and engaging experience for Association Members, partners, customers, and guests. PGA of America respects the uniqueness of each employee and offers everyone the means to find their place and thrive.

SHARED VALUES:

Embody the organization's shared values and help ensure the organization's values-based culture thrives by proactively identifying and addressing any shared values challenges and opportunities impacting you and your team. Keep Leadership aware of the pulse of the workforce; recognizing, discussing, and addressing any cultural concerns.

SUPERVISION:

This is a supervisory position responsible for hiring and leading a contingent workforce.

FINANCIAL RESPONSIBILITY:

Assist with the preparation of the annual budget (capital and operational). Control and monitor costs by approving service desk requisitions and reconciling vendor invoices.

Oversee budget for technology equipment, support and software licenses for contracts/renewals.

Approve spending according to PGA Signing authority. Responsible for annual personal computer and mobile budgeting, related service providers, subset of licensing.

EDUCATION AND EXPERIENCE:

Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of education, training, and experience.

5 years of experience in leading Information Technology Services team, ideally in 250+ employee organizations, with 3 years hands-on experience working with Google Workspace products in a professional capacity and operational experience with Okta, Asana, Workday, and Slack. Experience overseeing fleets of equipment with RMM and MDM solutions.

Experience managing IT service teams spread across geographically dispersed locations.

3 years of experience recruiting contingent workers for project delivery.

SKILLS, KNOWLEDGE, AND ABILITES:

Must have knowledge of IT Services technology like EDR, RMM, Ticketing Systems, and SSO. General ability to provide Windows, Mac, or Chromebook troubleshooting. Familiarity with IT Services technology like EDR, RMM, Ticketing Systems, and SSO. Knowledge of Google Workspace. Ticketing and support tools like: Zendesk, Intercom, ServiceNow or similar

Travel up to 15%

This position is not eligible for immigration sponsorship.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this position.

PGA does not discriminate on the basis of race, color, creed, religion, gender, age, disability, sexual orientation, national origin, citizenship, veteran status, gender identity or expression, marital or familial status, genetic information or any other characteristic protected by federal, state or local law. In addition, to ensure full equality of opportunity in all operations and activities of the organization, every staff member employed by the PGA shall be selected under fair employment procedures that provide equal employment opportunities to all people. DFWP.