Director of Information Technology Operations

Volunteers of America • New York, NY • 46min ago

Volunteers of America-Greater New York (VOA-Greater New York) is an anti-poverty organization working to end homelessness in the New York area by 2050. We operate over 60 programs across New York City, Northern New Jersey and Westchester County including emergency, transitional and permanent housing. Our services extend to families experiencing homelessness, survivors of domestic violence, people living with HIV/AIDS, veterans, youth aging out of foster care, adults with behavioral health or substance use needs, and others in need, including a special education preschool program. We are in search of new talent in the following position...Position: Director of Information Technology Operations (Hybrid Remote)Reporting to the Assistant Vice President (AVP) of Information Technology (IT), the Director of IT Operations will lead and oversee the daily operations, performance, and service delivery of the organization's IT environment. This role will ensure the stability, security, and reliability of all core technology platforms, including Microsoft 365, InTune, Active Directory, Defender, Okta, CrowdStrike, Darktrace, and Fortinet firewalls, while managing operational teams to deliver outstanding IT services across the organization. Location: New York, NY 10020 Minimum Qualifications:- Bachelor's degree in Information Technology, Computer Science, or related field- 8+ years of experience in IT operations or infrastructure management,- including at least 4 years in a leadership role managing enterprise IT functions and personnel.- Preferred Microsoft Certified: Identity and Access Administrator, Okta Certified Professional or Administrator, or CrowdStrike Certified Falcon Administrator.Required Skills/Abilities:- Strong leadership and people management skills with the ability to guide multiple IT teams.- Knowledge of IT operations frameworks (e.g., ITIL) and experience implementing process improvements.- Familiarity with identity management, endpoint management, and cybersecurity principles.- Excellent communication and presentation skills with the ability to interact effectively with executives, vendors, and end users.- Strong problem-solving, decision-making, and analytical skills.- Proficiency with Microsoft 365, FreshWorks and operational reporting dashboards.Experience overseeing:- Okta (SSO, MFA, and identity lifecycle management)- Microsoft Intune (device compliance, patching, and application deployment)- Active Directory / Azure AD (group policy, provisioning, and access control)- CrowdStrike Falcon (endpoint detection and response) Director of Information Technology Operations Principal Responsibilities: 1. IT Operations Leadership: \ Provide oversight and leadership for IT operations teams ensuring stable, secure, and efficient delivery of IT services. Establish and maintain operational standards, processes, and service-level objectives.2. Service Desk Management: Oversee the Service Desk function through the Service Desk manager, managing incident handling, escalations, and service quality. Define and monitor Service Desk KPIs (e.g., response times, resolution rates, user satisfaction) and collaborate with the Service Desk Manager to drive continuous improvement and exceptional end-user support.3. Security & Compliance: Support incident response processes and ensure alignment with security standards and regulatory requirements. Oversee adherence to policies related to endpoint protection, MFA, and identity governance.4. Operational Excellence: Drive automation and process improvements across IT operations and support. Maintain operational documentation, runbooks, and knowledge bases.5. Disaster Recovery & Continuity: Ensure that disaster recovery and business continuity plans are established, tested, and maintained. Coordinate with infrast

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