The Wounded Warrior Project (WWP) Information Technology Operations Director leads and manages the WWP Information Technology Operations, and develops and implements a strategic Information Technology (IT) plan that will support and align with the Wounded Warrior Project (WWP) mission and core values.
Areas of Responsibility:
- Guide day to day execution of information technology (IT) Operations initiatives focusing on leadership, collaboration, execution and strategy
- Ensure high-quality customer service and business partnerships while promoting end-user satisfaction through the development and enhancement of support services and measurements.
- Develop and supervise staff including work allocation, training, evaluation, and conflict resolution. Motivate employees to achieve peak productivity and performance.
- Develop, execute, and communicate IT Operations strategy in alignment with WWP’s strategic plan.
- Develop key performance indicators (KPIs) to track and grow organization capabilities, maturity, and quality and timeliness of service.
- Develop a data driven approach to improving the customer experience and root cause analysis of service disruption.
- Manage vendor relationships monitoring quality of work, resolution of issues, and expenditures.
- Collaborate in the formulation and documentation of technology plans and policies including identification of technical solutions to enhance operational business practices and needs of constituents.
- Collaborate regularly other IT leadership to ensure continuity of interrelated initiatives.
- Review, evaluate, and develop proposals for new initiatives as appropriate.
- Develop reports used to manage, audit, and benchmark the IT operations.
- Develop bi-modal strategy to ensure sustained reliability of operations while developing emerging technology opportunities.
- Other related duties as assigned.
Educational Background:
Bachelor’s degree in Computer Science, Information Systems, or related field. Equivalent combination of education or experience may be considered in lieu of degree.
Skills/Experience:
- Broad-based IT experience across several functional areas to include IT operations, network, cloud, help desk and data architecture functions.
- Demonstrated ability to effectively and efficiently manage multiple projects in varying complexity.
- Demonstrated ability to manage long-term projects while comprehending and tracking at the detailed level.
- Ability to work well under pressure and handle multiple projects and deadlines.
- Willingness to commit the additional time and effort necessary to meet project milestones and implementation deadlines.
- Excellent organizational and multi-tasking skills.
- Knowledge of ITIL principles and disaster recovery processes, and technology.
- Exceptional interpersonal skills; team player.
- Highly analytical, self-motivated, and detail-oriented
- Proven management skills that foster an open dialog with all organizational staff.
- Strong problem determination and resolution skills.
- Strong analytical skills.
- Ability to effectively communicate with users of diverse backgrounds and skill levels—from the novice user to the expert administrator.
- Knowledge and experience in the use of Project Management methodologies and tools.
- Management experience with projects in a program environment, i.e., multiple interrelated and coordinated projects.
- Demonstrated computer proficiency using Microsoft Office, e.g., Word, Excel, Project, PowerPoint, and Visio.
- Demonstrated experience facilitating business and technical analysis meetings, management briefings, large focus-group sessions, webinars, interviews, or other meetings.
- Demonstrated experience preparing ability to prepare status reports, and large-scale implementation projects.
- Experienced producing documentation related to meetings, analyses, or training materials.
Education & Experience Requirements
- Six years’ experience with large and high-profile projects in multiple technologies and functions environment.
- Six years of staff management experience.
- Five years’ experience supporting a multi-site and multi-datacenter topology.
- Three years’ experience with Microsoft Office 365 or Microsoft Azure cloud platforms.
- Two years of experience working with SaaS provider, software, and hardware vendors.
Preferences
- Master’s Degree in Computer Science, Information Systems, or related field.
- Five years’ experience with virtualization and hyper-converged infrastructure (HCI).
- Four years’ experience with various network technologies such as SD-WAN.
- One-year experience in a nonprofit setting with an understanding of fundraising fundamentals.
Certifications & Licensure
- ITIL V3 Foundation preferred.
- ITIL V3 Operational Support and Analysis preferred.
Job Function:
Organization Info
Listing Stats
Post Date:
Sep 24 2019
Active Until:
Oct 24 2019
Hiring Organization:
Wounded Warrior Project, Inc.
industry:
Nonprofit