Sr. Director, IT Systems and Support

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

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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.

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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.

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

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

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

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

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

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

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

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

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

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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.

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

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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.

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

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Coordinate and support client audits of supported systems.

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Participate in Cardinal U training as required.

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Bachelor's degree.

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

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Strong attention to detail.

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

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

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

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

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

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

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

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

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Empathic leader, strengthening workplace relationships and maintaining engagement.

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ITIL, Agile, or related IT service management certification preferred.

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

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.

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.