VP, Technical Support Services

GENERAL SUMMARY

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...