VP, Technical Support Services - Front Porch

Under the direction of the Assistant CTO, this position is responsible for the strategy, operations and delivery of IT end-user support services (virtually and onsite with the primary goals of 1) ensuring the smooth IT operation daily around the clock; and 2) achieving IT service excellence and customer satisfaction for all internal and external customers including staff, residents/ participants, contractors, consultants, vendors and others.

Additional areas of overall responsibility include the full integration and operations of the Northern and Southern California IT Support Services and Helpdesk teams.

ESSENTIAL FUNCTIONS

1. Lead the effort to merge the Northern California and Southern California IT support services and helpdesk teams into a single integrated team providing 24x7x365 IT services to end-users, residents, and other related third parties throughout the enterprise.

2. Manage and prioritize IT incident and service request tickets, ensuring proper categorization, escalation, and resolution within defined service level agreements (SLAs). Analyze incident trends and implement proactive measures to minimize recurring issues and significantly improve overall service quality.

3. Implement industry best practices, ITSM frameworks, and service management tools to streamline workflows and optimize service delivery. Identify opportunities for process improvement and automation to enhance service desk efficiency and customer experience.

4. Develop programs, training, and other resources to educate and ensure user proficiency, full utilization, appropriate use, and cyber safety of all production technology solutions. Provide ongoing in-services to the IT support team to ensure the team is trained and can effectively support customers in using new technologies and solutions.

5. Manage IT purchasing to ensure the timely purchasing and efficient deployment of newly acquired equipment to end users, maintain IT inventory records, and provide timely reporting to support budgetary, refresh/obsolescence, and other planning.

6. Lead team meetings with the integrated support services teams and meetings with Executive Directors (ED) and divisional leaders and document outstanding issues. Coordinate with other IT teams to resolve complex technical problems and ensure timely incident resolution.

7. Work closely with IT management to provide alignment between security processes and business goals through an established cybersecurity roadmap and proactively drive appropriate and timely security measures to protect enterprise assets and end users.

8. Ensure adherence to IT systems, processes, and methodologies as per company guidelines.

9. Develop and maintain IT end-user support documentation, including diagrams, configurations, and processes.

10. Innovate and lead IT end-user support projects, including implementations, upgrades, expansions, and migrations.

11. Drive continuous improvement, maximizing the effective use of all IT end-user technology through regular reviews of functionality, performance, and user/business needs.

12. Perform all other related duties as assigned.

ADDITIONAL RESPONSIBILITIES

•Continually update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations

F oster a culture of innovation, leading agile project management practices, managing vendor and customer relationships, and championing the adoption of innovative technologies to maintain competitive advantage and support the organization's strategic goals

QUALIFICATIONS

EDUCATION

Required/Preferred

Education Level

Major/Area of Study

And/or

Required

Bachelors

IT or related area

Equivalent experience

Preferred

IT Service Management framework certification such as ITIL or COBIT

Equivalent experience

EXPERIENCE

Required/Preferred

Minimum Experience

Details

Required

12 Years

Leading large-scale, fast-paced 24x7x365 enterprise IT Helpdesk and Field technical services operations, achieving service excellence and high customer satisfaction.

Preferred

12 Years

Deploying, supporting, and analyzing IT ticketing systems, ensuring strict adherence to established SLA's.

Preferred

10 Years

Developing education and training programs to ensure end-user proficiency with technologies.

JOB SPECIFIC KNOWLEDGE, SKILLS and ABILITIES

•Technical:

• Robust experience in leading and managing an IT support services team, including help desk in a fast-paced, geographically diverse and large-scale business and technical environment.

• Extensive experience supporting geographically distributed IT support services operations.

• Extensive team-building experience.

• Proven experience and ability to identify, recruit, onboard and develop talent.

• Extensive experience leading and coaching staff on technology and customer service skills and building high performance IT teams that consistently achieve service excellence and high customer satisfaction.

• Experience managing projects as required to implement operational/organizational changes and deliver results in continuous improvement initiatives.

• Strong technical background and understanding of IT infrastructure, systems, and software applications.

• Strong desire and proven ability to quickly learn new technologies and train support services team members.

• Proven ability to work with other internal IT teams, contractors, consultants, vendors, and other third parties to solve end-user technology issues.

• Solid knowledge of IT service management principles and best practices.

• Extensive experience in incident and request management using ITSM tools and frameworks.

• Proven ability to meet and beat deadlines.

• Extensive experience supporting end-user hardware and software.

• Extensive experience with helpdesk ticketing systems.

• Extensive experience in managing technology budgeting.

• Experience with Zoom and Zoom rooms and AV solutions.

• Analytical mindset with the ability to analyze data, identify trends, and drive process improvements.

• Experience assisting with the creation, implementation and updates to IT policies and procedures.

Communication/Interpersonal:

• Effective written communication skills as appropriate for the needs of the audience.

• Ability to develop and deliver effective presentations, live via online or virtual mediums.

• Excellent collaboration and team-building skills.

• Effective conflict management skills.

• Ability to effectively build relationships with customers, executive management, and other stakeholders through positive interaction and problem identification and resolution.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be able to frequently move about inside the office to access file cabinets, office machinery, etc.

• Must be able to constantly move to position self in order to maintain files in file cabinets, meet with others in order to conduct essential job functions

• Must be able to constantly operate a computer and other office productivity equipment, such as a calculator, copy machine, and computer printer required to perform the job

• Must frequently move items weighing up to 20pounds in or across office

• Must occasionallyascends/descends stairs to provide essential services to the organization or the residents

• Must have the ability to succinctly communicate information and ideas so others will understand accurately exchanged information

• Must have the ability to observe details at close range (within a few feet of the observer)

• Must consistently work in an office setting

•Decision Making/Organization Skills:

• Maintains exceptional accuracy and attention to detail, even in high-pressure situations.

• Possesses outstanding organizational abilities, ensuring efficiency and order.

• Capable of working autonomously with minimal oversight, demonstrating initiative and self-direction.

• Exhibits the capacity to exercise prudent judgment and make informed decisions based on thorough and timely analyses.

• Specializes in conducting detailed evaluations of technology solutions, assessing their implications on budget, functionality, and operational processes to identify and recommend the most suitable options for internal stakeholders.

•Productivity:

• Proven expertise in managing time effectively and setting priorities with precision, ensuring efficiency and productivity.

• Skilled in juggling multiple priorities simultaneously, adept at balancing diverse tasks with agility.

• Thrives in fast-paced and dynamic settings, quickly adapting to evolving situations with resilience.

• Exceptional at prioritizing tasks and organizing workloads to guarantee deadlines are met and objectives are achieved on time.

• Demonstrated proficiency in identifying, developing, and evaluating performance measures and metrics to drive continuous improvement and achieve strategic goals.

•Project Management:

• Exhibited strong project management acumen, skillfully overseeing project lifecycle from inception to completion.

• Demonstrated a profound ability in nurturing team members' growth with tailored mentorship and boosting team performance.

• Showcased adeptness in crafting and executing project plans, steering project direction, orchestrating team efforts, and overseeing budget adherence.

• Excelled in adhering to project timelines while proactively addressing and escalating concerns to ensure optimal project outcomes.