Please make sure to attach your resume to complete your application.

　　Summary:

　　The Senior Director of Technical Support reports to the VP, Information Technology. This role will oversee the strategy, delivery, and optimization of our Information Technology Technical Support.The successful candidate will play a pivotal role in ensuring the efficiency and effectiveness of our IT help desk, providing exceptional support to our employees, and ensuring the smooth functioning of our IT systems. If you are a strategic thinker, technical expert, and accomplished leader, we invite you to apply for this exciting opportunity.

　　The Senior Director of Technical Support will lead the desktop and technical support, incident, problem, and change management functions for IT.The person in this role will be responsible for maximizing the value of the ASPCA's Technical Support through the application of transformative and modern frameworks, tools, and processes to achieve the ASPCA's goals.

　　This individual will have the ability to translate details into bigger picture implications that move the organization forward, and implement a process-oriented, automated, and collaborative approach to technical support and operational excellence that will be integral to that growth. This person will also align the right resources to the task at hand, foresee and plan around obstacles, proactively apply improvements, and stay well-informed of cutting-edge technology trends. They will be passionate about leadership and delivering user-centered, customer focused, high-quality technical support, and have a proven track record for turning ideas into solutions.

　　Our ideal candidate will have strong IT Service Management (ITSM) experience, exceptional customer service, and have experience working closely with program teams to support product strategy and roadmaps. The Senior Director of Technical Support will apply proven communication skills, problem-solving skills, and knowledge of best practices to create and support simple, scalable, compliant, and more automated ASPCA mission-critical technical support processes and systems. The ideal candidate will have excellent interpersonal skills, be a team player, and have a desire to support the ASPCA in achieving our mission of ending cruelty to animals.

　　The Senior Director guides and supports the leadership responsibilities of the Technical Support management team to:

　　Provide strategic leadership and vision for the IT help desk departmentMonitor and manage a team of IT professionals, ensuring they have the tools and training needed to excelFoster a collaborative and customer-centric approach within the teamDevelop and implement technical support policies, procedures and best practicesMonitor and optimize operations to meet service level agreements (SLAs) and Key Performance Indicators (KPIs)Identify and resolve operational bottlenecks and continuously improve processesOversee the deployment, maintenance and enhancement of IT support tools and technologiesEnsure the availability of resources and tools necessary for efficient troubleshooting and problem resolutionMaintain a high level of customer satisfaction through prompt and effective resolution of IT issuesCollaborate with other departments to understand their IT needs and proactively address themGenerate and analyze help desk performance reportsUse data-driven insights to make informed decision and improvements

　　The Senior Director maintains a critical eye on the priorities and scope of the team's work, managing and refining goals to maintain alignment with the needs and priorities of the organization. The Senior Director develops strategic collaborations to maintain a comprehensive understanding of the organization's work.

　　Additionally, the Senior Director will;

　　Collaborate with management team to set the strategy and oversee management and implementation of client facing technology for the ASPCAWork with key stakeholders to improve existing services, develop new services and provide technology planning supportManage the support function and staff that provides customer service and technical support to the organizationOversee management of end-user technology assets, including deployment, inventory control, recycling and proper disposalOversee vendor management and maintain budget responsibility for vendors and services falling within Technical Support purviewManage complex, high-visibility projects as required

　　Responsibilities:

　　Responsibilities include but are not limited to:

　　Strategic and Collaborative IT Leadership (30%)

　　Develop and execute a strategic vision for the technical support function, aligning it with organizational goals and objectivesIdentify emerging trends, technologies, and best practices in technical support and integrate them into the team's strategies and processesCollaborate with key stakeholders to understand business needs and translate them into technical support strategies and initiativesUnderstand, optimize, secure and govern technology tools, processes, and servicesEnsure that support and provisioning processes and procedures are secure, efficient, uniform, and sustainableMonitor IT spending, identify opportunities for cost efficiencies and plan for adoption/implementationEvaluate resource gaps and issues; mitigate or resolveDefine and monitor KPIs for IT effectiveness; continuously plan and implement improvements

　　Lead and Develop the Team (25%)

　　Provide strong leadership to the technical support team, fostering a culture of collaboration, growth, and excellenceSet clear performance expectations, monitor team performance, and provide regular feedback and coaching to drive continuous improvementDevelop and maintain staffing plans, including recruitment, training, and development of team membersProvide technical guidance and expertise to the team, ensuring the delivery of high-quality support servicesFoster a culture of continuous learning and professional development within the technical support teamEnsure the most significant efforts of the team are aligned to the most significant outcomes; continually assess and redirect team efforts for maximum impactManage day-to-day activities of the team and ensure project plans and delivery commitments are metWork with team members to identify professional opportunities for growth and provide necessary mentoring coaching, and training; ensure effective cross-training, proactively look for and fill gaps in the team's skillsPerform people management and support tasks for team, including:approving timesheets and scheduling requestsregular 1-1 meetingsquarterly/semi-annual performance/development meetingsannual performance reviews and goal-setting tasksappraise individual and team performance: provide feedback, remediation, and motivation

　　Support and Serve the Organization (25%)

　　Implement ITIL framework with IT Service Management (ITSM) best practices for the IT departmentStay up-to-date with the latest advancements in IT infrastructure, hardware, software, and support methodologiesEstablish and manage ITSM processes, performance metrics, service level agreements, and operational goals to ensure high-quality support servicesEnsure that the team is effectively prioritizing and triaging work; assess, remediate, and continuously improve team performanceListen for and address customer service issues and concernsDevelop strategies to effectively support the ever-expanding reach of the ASPCA, including new offices, expanding staff rosters, and extended program reachAct as an escalation point for complex or high-profile issues; ensure appropriate handlingProvide hands-on resolution of issues when necessary; as-needed involvement in after-hours emergenciesStay current on IT support function best practices, act as a subject matter expert in these areasOccasionally travel to other ASPCA locations for in-person assessment or to participate in support or field work

　　Budget Responsibility and Vendor Management (20%)

　　Develop and manage the technical support budget, ensuring cost-effective utilization of resources and adherence to financial targetsOversee vendor relationships and contracts, ensuring service level agreements are met and vendors deliver value to the organizationCollaborate with legal and finance departments to negotiate contracts, review pricing structures, and optimize vendor relationshipsDevelop and enhance vendor relationships for key expenditures, including computers, mobile devices, ticketing and knowledge base, and endpoint management systemsBudget and direct the organization's spending on end-user devices, peripherals, and software, and some enterprise systemsFormulate spending and equipment refresh plans with program leadership, ensuring that their resources are used effectively and that all technology meets critical standards

　　Exemplifies the ASPCA's Core Values:

　　HasCommitmentand dedication to improving the lives of animalsDemonstratesOwnershipand feels responsible for outcomesBelieves inTeam- that we are stronger togetherSeeks toElevateothers and reimagine what is possibleFocuses onImpact, specifically making change for animals

　　Qualifications:

　　Strong technical expertise and knowledge of IT infrastructure, hardware, software, and support methodologiesExcellent leadership and team management skills, with the ability to inspire and motivate a diverse technical teamStrong communication and interpersonal skills to collaborate effectively with stakeholders at all levelsCan be depended on to accept accountability for, and effectively execute, responsibilitiesHelp create connections between people, ideas and plansGather sufficient information to make a decision, and acts swiftly to choose or propose a course of actionDisplay courage and determination in the face of challenges and inspires others to do the sameIdentify new opportunities and come up with new ideasSupport the development of others within and across teams by proactively sharing advice and knowledgeTake on challenging assignments that provide opportunities for growthGive and invite feedback, and seek opportunities for improvementForm authentic, trusting relationships which enhance individual and team performanceSeek to understand others' perspectives and willingly come together with others to achieve collective goalsEncourage candid and respectful dialogue and feedbackPresents information clearly in verbal and written formCultivate a climate in which individual differences and perspectives are valued, encouraged and supportedSelf-driven, team-oriented and able to interface with all organizational levelsExcellent leadership, analytical and organizational skillsDemonstrated ability to plan and direct the activity of personnel involved in technical supportAbility to develop and align IT capabilities with an evolving mission-focused modelAble to effectively manage multiple staff members addressing multiple prioritiesAble to understand business impact and manage priorities and deadlines accordinglyAble to analyze trends and patterns in issues, and direct mitigation strategiesAble to quickly learn and support new technologiesSkilled at planning, organizing and effectively presenting ideas and conceptsSkilled at managing relationships with vendors, partners and user groups both internal and external

　　Technical Requirements:

　　Significant expertise with or advanced understanding of computer technical support, networking technologies, troubleshooting, information security best practices, etc.) as well as specific technologies;Windows and Mac desktop and laptop technology; client management toolsiOS devices; mobile device management toolsMicrosoft Office application suite; O365At least one major ticketing system (Freshservice, Zendesk, Remedy, etc.)Networking concepts, identity management/single sign-on systems (we use Okta and Active Directory) cloud storage (we use Box)

　　Compensation and Benefits:

　　Starting pay for the successful applicant will depend on a variety of factors, including but not limited to education, training, experience, location, business needs, internal equity, market demands or budgeted amount for the role. The target hiring range is for new hire offers only, and staff compensation may increase beyond the maximum hiring range based on performance over time. The maximum of the hiring range is reserved for candidates with the highest qualifications and relevant experience. The expected hiring salary range for this role is set forth below and may be modified in the future.

　　The target hiring range for this role is $169,000 - $181,000.00 annually

　　For more information on our benefits offerings,.

　　Stay Connected - Join Our Talent Community

　　If you are interested in joining our team but do not see a position listed that fits your experience or interests, pleaseto stay connected to future opportunities with the ASPCA.

　　Qualifications:

　　See above for qualifications details.

　　Language:

　　English (Required)

　　Education and Work Experience:

　　High School Diploma (Required)

　　10+ years in a multi-discipline, multi-site IT operations environment, 3+ years experience implementing and/or using frameworks, processes and tools such as ITSM, ITIL, ITAM, 5+ years in a leadership role; at least 3 years oversight of technical support functions such as help desk, desktop support and/or desktop engineering, ITIL 4 Foundation certification, SDI, CompTIA or similar certifications a plusOur EEO Policy:

　　The ASPCA is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

　　Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ASPCA's standard application process, which will ensure an equal employment opportunity without imposing undue hardship on the ASPCA. Please inform the ASPCA's People Team if you need an accommodation in order to complete any forms or to otherwise participate in the application process.

　　Individuals seeking employment are considered without regards to race, color, creed, religion, sex, national origin, ancestry, gender, gender identity or expression, age, marital or domestic partner status, citizenship status, sexual orientation, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state or local laws, regulations or ordinances.

　　ASPCA is an Equal Opportunity Employer (M/F/D/V).

　　Please don't forget to attach your resume to complete your application.

　　About Us:

　　The ASPCA was founded in 1866 on the belief that animals are entitled to kind and respectful treatment by humans and must be protected under the law. As a 501(c)(3) not-for-profit corporation with more than two million supporters nationwide, the ASPCA is committed to preventing cruelty to dogs, cats, equines, and farm animals throughout the United States.

　　The ASPCA is headquartered in New York City, where we maintain a full-service animal hospital, spay/neuter clinic, mobile spay/neuter and primary pet care clinics, a rehabilitation center for canine victims of cruelty, kitten nursery, adoption center, and two community veterinary centers.

　　The ASPCA also operates programs and services that extend nationwide. We assist animals in need through on-the-ground disaster and cruelty interventions, behavioral rehabilitation, animal placement, legal and legislative advocacy, and the advancement of the sheltering and veterinary community through research, training, and resources.

　　At the ASPCA, we are committed to fostering a collaborative and compassionate culture and we welcome all voices to contribute to our lifesaving mission. Our staff represent a vast array of backgrounds and diversity dimensions, bringing with them valuable experiences and perspectives. They join the ASPCA to learn, grow, and continually do their best work on behalf of animals. We are inspired by our staff, partners, and the communities we support across the country who work to improve animal lives. We are committed to diversity, equity, and inclusion at the ASPCA because it elevates our organizational culture, aligns with our Core Values, and enables us to move further and faster toward the ASPCA's vision - that all animals live good lives; valued by society, protected by its laws, and free from cruelty, pain and suffering.

　　Minimum Salary: 31200.00Maximum Salary: 31200.00Salary Unit: Yearly