Director, Information Technology

GENERAL DESCRIPTION OF POSITION
The Director of Service Desk and Application Support is responsible for a range of activities with a
focus on delivering an exceptional level of service to Goodwill team members. This position is enduser facing and is responsible for managing a team of service desk personnel as well as engaging
directly with users. An in-depth knowledge of Microsoft desktop operating systems, mobile devices,
and common desktop applications is required. Prior experience working in a service desk role is
desired.
The successful candidate must possess the ability to think creatively, provide technical solutions and
communicate effectively in non-technical terms. The candidate must also uphold a positive work
environment that follows Goodwill's Amazing Customer Experience (ACE) culture, Values, and Mission
in everything you do and every interaction you have with co-workers, clients, customers, and
management.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Analyzes complex business needs presented by the user community and/or Executive Leadership
and recommends solutions. Assist the Executive Team define the IT-related business goals and
requirements of the organization and create IT policies in response to the needs of GIA. This duty is
performed as needed, about 10% of the time.
2. Ensures the operational availability, consistency and maintainability of existing systems, hardware,
software, and applications by creating, maintaining, and enforcing standards/procedures for
implementing technical solutions and IT&S governance. This duty is performed daily, about 20% of the
time.
3. Recruit, lead, and mentor high-performing IT & Analytics team. Foster professional development
and create a positive working environment to maximize team potential. This duty is performed daily,
about 15% of the time.
4. CyberEnsure security of data, network access and backup systems through the efforts of the IT
Team and IT Partners. Ensure compliance with relevant regulations and standards internally and
externally. This duty is performed daily, about 10% of the time.
5. Proactively identify problematic areas, develop and implement strategic solutions in a timely manner
with focus on data and document management and automation. This duty is performed daily, about
15% of the time.
6. Stay abreast of emerging technologies and assess their potential to enhance organizational
operations. Make recommendations for adopting new technologies to improve efficiency and
effectiveness through thorough data integration. This duty is performed as needed, about 5% of the
time.
7. Work to preserve assets, information security and control structures including the organizations IT
asset management through asset tagging, issuing, and auditing. This duty is performed as needed,
about 5% of the time.
8. Oversees the management of organization help desk activities and resolves escalated issues if
necessary. This duty is performed daily, about 10% of the time.
9. Helps establish, build and maintain relationships with vendors in conjunction with organizational
leadership in the support of organizational goals and strategic plan. This duty is performed as needed,
about 5% of the time.
10. Oversee the departmental budget and forecasting. This duty is performed as needed, about 5% of
the time.
11. Perform any other related duties as required or assigned
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty mentioned
satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability
required.
EDUCATION AND EXPERIENCE
Broad knowledge of such fields as accounting, marketing, business administration, finance, etc.
Equivalent to a four year college degree, plus 6 years related experience and/or training, and 4 years
related management experience, or equivalent combination of education and experience.
COMMUNICATION SKILLS
Ability to write speeches and articles for publication that conform to prescribed style and format; ability
to effectively present information to top management, public groups, and/or boards of directors.
MATHEMATICAL SKILLS
Ability to work with mathematical concepts such as probability and statistical inference, and
fundamentals of plane, algebra, solid geometry and trigonometry.
CRITICAL THINKING SKILLS
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret
an extensive variety of technical instructions in mathematical or diagram form and deal with several
abstract and concrete variables.
REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
Drivers License and Auto Insurance
PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS
Microsoft Server Certification
SOFTWARE SKILLS REQUIRED
Advanced: Contact Management, Database
Intermediate: Presentation/PowerPoint, Spreadsheet, Word Processing/Typing
Basic: Human Resources Systems, Other, Payroll Systems, Programming Languages
INITIATIVE AND INGENUITY
SUPERVISION RECEIVED
Under administrative direction, setting up own standard of performance. Virtually self-supervising.
Reports to senior management of the organization.
PLANNING
Considerable responsibility with regard to general assignments in planning time, method, manner,
and/or sequence of performance of own work, in addition, the work operations of a group of
employees, all performing basically the same type of work.
DECISION MAKING
Performs work operations which permit frequent opportunity for decision-making of major
importance which would have considerable effect on the final attainment of multiple major activities
and the organization's projects of a large organization component and organization's clientele.
MENTAL DEMAND
Very close mental demand. Operations requiring very close and continuous attention for control of
operations which require a high degree of coordination or immediate response. Operations requiring
intermittent direct thinking to determine or select the most applicable way of handling situations
regarding the organization's administration and operations; also to determine or select material and
equipment where highly variable sequences are involved.
ANALYTICAL ABILITY / PROBLEM SOLVING
General oversight. Activities covered by general organizational philosophy and objectives. Solving
problems in novel, non-recurring or swiftly changing situations in which the approach is not fully
defined. Guidance by top executive officer or business owner.
RESPONSIBILITY FOR WORK OF OTHERS
Carries out supervisory responsibilities in accordance with the organization's policies and applicable
laws. Responsibilities may include but not limited to interviewing, hiring and training employees;
planning, assigning and directing work; appraising performance, rewarding and disciplining employees;
addressing complaints and resolving problems.
Supervises a small group (3-7) of employees, usually of lower classifications. Assigns and checks
work; assists and instructs as required and performs same work as those supervised, or closely
related work, a portion of the time. Content of the work supervised is of non-technical nature, but
presents numerous situations to which policies and precedents must be interpreted and applied.
Supervises the following departments: IT
RESPONSIBILITY FOR FUNDS, PROPERTY and EQUIPMENT
Regularly responsible for funds, building premises, inventory, or other property owned or leased by the
organization and, in addition, may have temporary custody and responsibility of property, which
through carelessness, error, loss, theft, misappropriation, or similar action would result in very
important monetary losses to the organization. The total value for the above range from $10,000,000
to $25,000,000.
ACCURACY
Probable errors would normally not be detected in succeeding operations and could possibly affect
organization-patron relationship, involve re-work, or additional expenditures in order to properly resolve
the error. The possibility of such errors would occur quite frequently in performance of the job. May
also cause inaccuracies or incomplete information that would be used in other segments of the
organization as a basis for making subsequent decisions, plans, or actions.
ACCOUNTABILITY
FREEDOM TO ACT
Moderately directed. Freedom to act is given by upper level management guided by general
policies and objectives that are reviewed by top management.
ANNUAL MONETARY IMPACT
The amount of annual dollars generated based on the job's essential duties / responsibilities.
Examples would include direct dollar generation, departmental budget, proper handling of
organization funds, expense control, savings from new techniques or reduction in manpower.
Large. Job creates a monetary impact for the organization from $10mm to $50mm.
IMPACT ON END RESULTS
Moderate impact. Job has a definite impact on the organization's end results. Participates with
others in taking action for a department and/or total organization.
PUBLIC CONTACT
Regular contacts with patrons where the contacts are initiated by the employee. Involves both
furnishing and obtaining information and, also, attempting to influence the decisions of those persons
contacted. Contacts of considerable importance and of such nature, that failure to exercise proper
judgment may result in important tangible or intangible losses to the organization.
EMPLOYEE CONTACT
Continuous contacts frequently involving difficult negotiations which require a well-developed sense of
strategy and timing. Involves contacts with senior level internal officials.
USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS
Network engineering and support, telecom engineering/support and comprehensive management of
computer applications/programming and analysis, tech lead, database analyst iii, policy lead, staff,
development/implementation and/or program manager.
WORKING CONDITIONS
Periodically exposed to such elements as noise, intermittent standing, walking, pushing, carrying, or
lifting; but none are present to the extent of being disagreeable.
ENVIRONMENTAL CONDITIONS
The following work environment characteristics described here are representative of those an
employee encounters while performing essential functions of this job. Reasonable accommodations
may be made to enable individuals with disabilities to perform the essential functions.
While performing the functions of this job, the employee is occasionally exposed to work in high,
precarious places, fumes or airborne particles, risk of electrical shock. The noise level in the work
environment is usually moderate.
PHYSICAL ACTIVITIES
The following physical activities 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 and expectations.
Highly repetitive, low physical. Highly repetitive type of work which requires concentration in the
performance of tasks for consistent time cycles as prescribed by the tasks.
While performing the functions of this job, the employee is regularly required to stand, walk, sit, talk or
hear; occasionally required to use hands to finger, handle, or feel, reach with hands and arms, climb or
balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50
pounds; frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include
close vision; distance vision; and color vision.
ADDITIONAL INFORMATION
Dependable transportation
Must maintain a clear motor vehicle record and an acceptable background.
Frequent in-state travel required.
Some overnight in-state and out-of-state travel is required.