Sr. Director, IT Systems and Support

POSITION: Sr. Director IT Systems & Support

COMPENSATION: Pursuant to Colorado regulations if this job is performed in Colorado the salary range is $160000 - $180000 plus bonus potential. âEligible to participate in the company benefits plan. We offer health vision dental and pet insurance. We offer a 401(k) retirement plan student loan assistance licensing and continuing education reimbursement parental leave and housing allowances or gifts.

REPORTS TO: CFO

SUMMARY

The Sr. Director IT Systems & Support will lead a high-performing team of Application Administrators and IT System Support Specialists. This position will oversee a team responsible for managing multiple enterprise applicationsincluding CRM Identity Management and Property Management Systemsas well as the broader Systems and Support service desk. Reporting directly to the CFO the role is responsible for overseeing the lifecycle of these enterprise applications establishing multi-tiered support structures building and optimizing technical processes developing best practices maintaining strong stakeholder relationships and providing visionary leadership to the Systems and Support department.

ESSENTIAL RESPONSIBILITIES (Including but not limited to):

• Direct business operations for the IT Systems Support and Systems Transitions teams.

• Oversee the management of multiple enterprise applications including solutions analysis and recommendations development and planning configuration and maintenance testing and quality assurance deployment and implementation and ongoing support.

• Direct the System Support helpdesk and multi-tiered support operations to ensure timely incident resolution minimize system downtime and deliver an exceptional end-user experience.

• Develop lead and direct enterprise applications operations and strategic planning including business requirements project planning support and the organization and negotiation of resource allocation.

• Provide development and support assistance to ensure enterprise and packaged applications are functional effective and highly available.

• Develop strategic partnerships with Data & Analytics Operations and IT leadership within the organization.

• Coordinate with Operations Executive and other leadership on data and content management application standards and support security and enterprise IT strategy.

• Define and communicate project milestones service level agreements (SLAs) and resource allocation to department business leaders support staff and end users.

• Establish and maintain a collaborative strategic relationship with peers and business stakeholders outside of the department.

• Define departmental strategy in working towards achieving company objectives and key results (OKRs).

• Determine consistent systems optimization strategies including roadmap management feature release and support escalation processes for the IT Systems and Support teams.

• Discover solutions to leverage technology to achieve business objectives; collect analyze and summarize data and trends in new technologies.

• Manage the performance of direct reports and additional team members within the department as part of formal Performance Management including goal setting coaching feedback and quarterly performance evaluations.

• Review the performance of supported applications and support desk metrics to determine operating costs productivity levels and upgrade requirements.

• Design and direct the strategy for various system selections and implementations; keep current with trends and issues including current technologies. Advise counsel and educate the executive team and division leaders on their competitive or financial impact.

• Manage vendor relationships service contracts and subscription renewals for enterprise applications and support tools.

• Coordinate and support client audits of supported systems.

• Participate in Cardinal U training as required.

PREFERRED QUALIFICATIONS:

• Bachelors degree.

• 8 years of related experience in IT operations systems administration or IT support leadership.

• Strong attention to detail.

• Deep expertise in one or more of the following systems: Salesforce UKG OneLogin Entrata RealPage or Yardi designing solutions to meet business objectives.

• Demonstrated ability to establish metrics-driven IT support standards and provide exceptional customer service.

• Excellent planning organizational problem-solving time management and communication skills.

• Ability to work with minimal direction quickly adjusting to workplace changes.

• Ability to prioritize and delegate tasks to maximize time resources and productivity.

• Experience managing an information system and support department in a medium or large-sized firm.

• Capability to explain complex technical solutions in non-technical terms.

• Innovative thinkers lead to meaningful workplace change providing a competitive advantage.

• Empathic leader strengthening workplace relationships and maintaining engagement.

• ITIL Agile or related IT service management certification preferred.

• Ability and desire to embody the company culture and core values every day.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Incumbents work in an office environment. This role routinely uses standard office equipment such as computers phones photocopiers and filing cabinets.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the Team Member is regularly required to use hands to finger type handle or feel and talk or hear. The Team Member is frequently required to stand walk; reach with hands and arms and stoop or squat. The Team Member is often required to sit. The Team Member must be able to push pull lift carry or maneuver office products and supplies of up to twenty (20) pounds. Specific vision abilities required by this job include close vision distance vision color vision peripheral vision depth perception and ability to adjust focus. Regular local travel may be required to assist properties as needed.

Required Experience:

Exec