Assistant Director, Information Technology Technical Services

Under the general direction of the Director of Information Technology the Assistant Director of IT Technical Services provides strategic leadership and operational oversight for Institute-wide technical support and end-user services. This role is responsible for ensuring high-quality reliable and responsive technical services that support the Institutes scientific research administrative and operational missions.

The Assistant Director leads and mentors the Technical Services team oversees service delivery operations manages the technical service delivery platform and coordinates closely with Infrastructure Applications Security and external partners. The position emphasizes continuous improvement staff development customer satisfaction and alignment of technical services with institutional priorities and best practices.

How to apply:

1. Click apply now and create an account or sign in to your existing account.
2. Complete all application questions.
3. Please submit your resume with your application.
4. A cover letter is preferred and may strengthen your application by highlighting your relevant experience and interest in the role.

Who We Are

The Salk Institute is an internationally renowned research institution that valuesall members of our scientific community. We seek bold and interactive leaders passionate about exploring new frontiers in science. Our collaborative community embraces perspectives across discipline professional acumen and unique life experiences fostering innovation and a sense of belonging. Together we strive to improve the wellbeing of humanity through groundbreaking research.

Founded by Jonas Salk developer of the first safe and effective polio vaccine the Institute is an independent nonprofit research organization and architectural landmark: small by choice intimate by nature and fearless in the face of any challenge. Salks vibrant community has many talented individuals from varied backgrounds each playing a crucial role in driving our mission forward. Fromvisionary leadersto dedicatedadministratorsand brilliantfaculty members the Institute is united by a shared passion for scientific exploration and innovation.

What Your Key Responsibilities Will Be

Technical Services Leadership & Operations Management

• Provide day-to-day leadership supervision coaching and performance management for the Technical Services team including service desk and desktop support staff.
• Establish and maintain service standards operational procedures documentation and knowledgeâbase practices.
• Oversee and optimize the Institutes IT ticketing system including workflows metrics reporting and serviceâlevel objectives.
• Ensure consistent high-quality customer service and timely resolution of incidents and requests.
• Partner with scientific administrative and facilities stakeholders to understand needs and improve service delivery.
• Drive continuous improvement initiatives to enhance efficiency reliability and user experience.

Project Management & Cross-Functional Coordination

• Lead and manage technical servicesrelated projects including endpoint deployments upgrades software rollouts and workflow enhancements.
• Serve as project manager for initiatives involving desktop systems peripherals collaboration tools and telephony services.
• Coordinate timelines resources vendor relationships communications and change management activities.
• Collaborate closely with Infrastructure Network Security and Applications teams to ensure seamless service delivery and operational readiness.
• Support planning and transition activities for new or enhanced IT services.

Infrastructure Endpoint & Telephony Support Coordination

• Act as liaison between Technical Services and Infrastructure/Network teams for escalated or complex issues.
• Oversee endpoint lifecycle coordination including provisioning maintenance and replacement planning.
• Provide oversight and coordination for telephony and VoIP systems including call routing and user support processes.
• Participate in the evaluation and adoption of emerging endpoint and communication technologies.

Administrative Compliance & Other Duties

• Hands-on technical issue/ticket resolution as required
• Support budgeting asset tracking and vendor coordination related to technical services.
• Perform other related duties as assigned by management to meet the evolving needs of the Institute.

Supervisory Responsibilities:

• Directly supervises 2 employees.
• May indirectly supervise other IT Infrastructure employees contractors consultants and third-party service providers
• Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws.
• Responsibilities include interviewing hiring and training employees; planning assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

What we Require

Required:

• Minimum seven (7) years of progressive IT support or IT service management experience.
• At least three (3) years of supervisory or teamâlead experience
• Bachelors degree in Information Technology Computer Science Business Administration or a related field or equivalent combination of education and experience.
• Experience managing enterprise ticketing systems.
• Proven leadership and staff development experience.
• Strong project management and communication skills.
• Experience administering or supporting telephony/VoIP systems.

Preferred:

• Masters degree in IT Management Business Administration or related field.
• ITIL certification or equivalent service management training.
• Experience supporting academic biomedical or scientific research environments.

What We Can Offer

The expected pay range for this position is $125000-$155000 per annum.Salk Institute provides pay ranges representing its good faith estimate of what the institute reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position the qualifications of the selected candidate departmental budget availability internal equity geographic location and external market pay for comparable jobs.

Benefits

Salk Institute offers competitive benefits including medical dental vision retirement paid time off tuition reimbursement patient advocacy services and transit/parking program.

Salk Values

The Salk Community both scientists and administrators worked together to define values that we believe support Salks pursuit of excellence. To be truly the best scientific institution requires not only incredible discoveries but a common understanding of how we should work together to enable those discoveries.

The acronym I CARE provides a simple way to remember each of the values and reminds each of us of the importance of what we do each day.

Equal Employment Opportunity Statement

The Salk Institute for Biological Studies is an Equal Opportunity Employer and is committed to providing equal access to opportunities for students employees applicants for employment and other visitors. Salk has also adopted and maintains a policy to encourage professional and respectful workplace behavior and prevent discriminatory and harassing conduct in our workplace.

Accordingly the Institute prohibits harassment and discrimination in employment on the basis of and considers all qualified applicants for employment without regard to actual or perceived race (race is inclusive of traits associated with race including but not limited to hair texture and protective hairstyles. Protective hairstyles include but not limited to such hairstyles as braids and twists) color religion religious creed (including religious dress and grooming practices) national origin ancestry citizenship physical or mental disability medical condition (including cancer and genetic characteristics) genetic information marital status age sex (including pregnancy childbirth breastfeeding or related medical conditions) reproductive health decision making gender gender identity gender expression sexual orientation veteran and/or military status (disabled veteran veteran of the Vietnam era other covered veteran status) political affiliation and any other status protected by state or federal law.

Discrimination is prohibited with any intersectionality of the above-mentioned characteristics including:

1. Any combination of characteristics.
2. A perception that the person has any of the characteristics or any combination of those characteristics.
3. A perception that the person is associated with a person who has or is perceived to have any of those characteristics or any combination of those characteristics.

Required Experience:

Director