Director of IT
Director of IT
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USD 100000 - 120000
1 Vacancy
Job Description
Director of IT
Salary: $100000 - $120000 annually
Status: Exempt Full-Time
Department: Technology
Reports To: Chief Operating Officer/Chief Technology Officer (COO/CTO)
About the Role
What is the Director of IT
The Director of IT is a hands-on technical leader responsible for managing and executing day-to-day IT operations across 211 San Diego. Reporting to the Chief Operating Officer/Chief Technology Officer (COO/CTO) this role combines leadership with in-depth technical expertise in infrastructure cloud-based telephony cybersecurity systems administration and end-user support. As the senior operational IT lead this individual ensures high availability performance and security of critical systems that support our 24/7 contact center. The Director of IT will collaborate closely with other departments mentor technical staff and directly troubleshoot implement and optimize key technologies.
What Youll Do
As a key member of the team you will:
Operational Technology Management
- Serve as a working leader balancing strategic oversight with hands-on execution troubleshooting and system administration.
- Direct and manage IT operations including infrastructure systems endpoints and helpdesk functions.
- Own and optimize the organizations cloud-based telephony system including vendor coordination call flow configuration and performance tuning.
- Oversee the administration of Microsoft 365 as the primary system administrator.
- Administer and maintain enterprise-grade network infrastructure including Layer 2/3 switches and SD-WAN appliances.
- Ensure 24/7 uptime and reliability of all technology systems supporting call center operations.
Team Leadership
- Lead mentor and support helpdesk staff who provide frontline technical support and escalate issues as needed.
- Foster a service-oriented culture focused on responsiveness collaboration and continuous improvement.
- Conduct training performance evaluations and professional development planning.
Cybersecurity & Compliance
- Enforce IT security policies and procedures; conduct risk assessments and align with best practices.
- Review update and maintain IT-related policies and procedures in line with evolving technology and compliance needs.
- Collaborate with contracted security experts and internal stakeholders on safeguards and incident response.
- Maintain compliance with applicable data privacy and information security regulations (e.g. CCPA).
Disaster Recovery & Incident Management
- Act as the IT lead during declared emergencies.
- Own and regularly test the organizations disaster recovery and business continuity plans.
- Lead incident response efforts and document root cause analysis and resolutions.
Systems & Vendor Oversight
- Manage relationships with technology vendors and service providers.
- Negotiate contracts enforce SLAs and maintain inventory of IT assets licenses and warranties.
Internal Collaboration
- Establish and maintain strong working relationships with director-level peers across the organization including Service Delivery Human Resources Informatics Community Information Exchange (CIE) and others to collaboratively support cross-functional initiatives and enterprise technology needs.
- Assist the COO/CTO in identifying and implementing scalable cost-effective solutions.
- Participate in organization-wide initiatives to support the adoption and efficiency of technology.
- Support user administration and system access for Salesforce collaborating with program and data teams to maintain functionality and resolve access issues.
Our Commitment
211 San Diego is deeply committed to the principles of equity diversity and inclusiveness and seeks to create a pluralistic community for all staff and clients. 211 San Diego is an Affirmative Action/Equal Opportunity employer. Persons of color women minorities and individuals with disabilities and veteran/military status are encouraged to apply.
- Bachelors degree in Computer Science Information Technology or a related field (or equivalent practical experience).
- 10 years of IT experience including 5 years in a leadership or senior-level role.
- Demonstrated ability to actively engage in technical tasks including infrastructure management endpoint troubleshooting and system implementation.
- Experience managing and optimizing cloud-based telephony platforms (e.g. Genesys Five9 Talkdesk NICE Amazon Connect).
- Mastery of Windows-based systems Microsoft 365 Active Directory/Azure AD and endpoint management.
- Experience with Salesforce user administration.
- Familiarity with cybersecurity best practices and regulatory compliance.
- Strong communication and interpersonal skills across technical and non-technical audiences.
- Preferred: Certifications such as ITIL Microsoft 365 Administrator Expert CompTIA Security or CCNA. Experience working in call centers nonprofits or health and human services organizations.
Required Experience:
Director
Employment Type
Full-Time
