Job Information
Vibrant Emotional Health Director, Enterprise IT Support in Remote, United States
Position Title: Director, Enterprise IT Support
Pay Range: $113,000 - $130,000
Department: Information Technology
Reports to: VP of Enterprise Technology and Security Officer
Location: Remote
Schedule: M-F, 35 hours
This role is endowed/subsidized through June 2025, with the possibility of renewal based on performance and funding.
Formerly the Mental Health Association of New York City (MHA-NYC), Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.
Position Summary:
The Director, Enterprise IT Support’s role is to oversee all enterprise support teams including the internal helpdesk, 988 helpdesk, any third-party helpdesks, and an ERP support team consisting of business analysts and information systems analysts. This role will ensure the streamlined operation of the enterprise support teams in alignment with the business objectives of the organization. This individual will plan, coordinate, direct, and design IT support-related activities of the organization, as well as provide administrative direction and support for daily operational activities of the support teams.
Duties/Responsibilities:
Lead IT operational and strategic planning pertaining to technical support, including fostering innovation, planning projects, and organizing and negotiating the allocation of resources.
Formulate and deploy long-term strategic plans for acquiring and enabling efficient and cost-effective information processing and communication technologies related to technical support services.
Benchmark, analyze, report on, and make recommendations for the improvement and growth of the IT support systems drawing from the ITSM methodology and the ITIL framework
Develop business case justifications and cost/benefit analyses for IT support spending and initiatives.
Negotiate and administer vendor, outsourcer, and consultant contracts and service agreements as they relate to enterprise support functions
Oversee provision of end-user services, including help desk and technical support services.
Work with stakeholders to define business and systems support requirements for new technology implementations.
Define SLAs and reporting paths for issues pertaining to critical systems
Manage incident escalation
Keep current with the latest technologies, and champion introduction of service or enterprise enablement (e.g. a helpdesk chatbot / self-service functions, GenAI for documentation creation)
Practice asset management for IT hardware, software, and equipment.
Manage IT staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
Establish and maintain regular written and in-person communications with the organization’s executives, department heads, and end users regarding pertinent IT support activities.
Required Skills/Abilities:
Proven experience in technical support planning and development.
Strong leadership skills.
Excellent written and oral communication skills.
Excellent interpersonal skills.
Ability to conduct and direct research into IT support issues and products as required.
Ability to present ideas in business-friendly and user-friendly language.
ITIL certification a plus
Required Qualifications:
Bachelor’s degree in computer science, information systems, or a related field, and/or equivalent work experience.
7 years’ experience in an IT support leadership role.
Excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, pre-tax transit/parking, pre-tax FSA for medical and dependent care, and 401K available. 4 weeks’ vacation, plum benefits, etc.
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who come from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.
Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.
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