• Information Technology Director

    Job Locations US-NY-New York
    Position Number
    Department of Technology
    Regular Full-Time
    FLSA Status
  • Overview

    The Director of Technology Implementation is responsible for overseeing the effective selection/implementation/deployment of ICL approved technology with a focus on overall user experience and project management including coordination, requirements, communications, customer satisfaction and reporting.


    • Key Responsibilities

      • Manage a staff of technical employees to include on staff and outsourced vendors, ensuring SLAs, tickets are being responded to, etc.
      • Deliver qualified project plans in support of Information Technology initiatives
      • Support and administer various technology solutions within the agency
      • Troubleshoot OS, applications, and networking while leveraging internal & external teams for solutions.
      • Creating and maintaining process flows which include required steps, milestones and checklists suitable for working team
      • Continually reviewing current business processes and existing applications supporting the agency and identifying improvement for the short and long term strategic direction
      • Creating and maintaining appropriate queues and dashboards to track and report on overall deployment status including risk assessment
      • Creating and delivering presentations for management and our affiliates as it pertains to the deployment processes
      • Coordinate changes with outsourced providers by leveraging the change control process, communicating and seeking approvals from management.
      • Manage and respond to third level help desk tickets in accordance with SLA’s and timeframes, working to ensure managed service providers are working effectively.
      • Work closely with agency staff to assess requirements, and identify solutions that meet their needs. end internal development teams and implementations teams to deliver new solutions
      • Resource management – working with helpdesk to ensure IT assets are inventoried, secure, and maintained.
      • Enhancing the overall customer experience and IT efficiency by creating IT documentation and end-user training documents.
      • Agency related I.T. work as needed.


    • Position Requirements

      Formal Education & Certification

      • College degree or college diploma in the field of computer science or related
      • MCSE (Microsoft Certified Systems Engineer) a plus


      Knowledge & Experience

      • Strong project management skills
      • Strong Customer Service Experience
      • Strong data gathering and analysis skills
      • Employee Staff Coaching and Management skills
      • Minimum 7-10 years’ experience with Microsoft advanced troubleshooting in Windows server, end user deployments, and customer service
      • Understanding of Windows Terminal Server
      • Basic understanding of networking and security
      • Knowledge of current protocols and standards, including, network monitoring utilities, VMware and shared storage devices
      • Powershell and/or VBScript experience a plus.
      • Group Policy Experience a plus
      • A good understanding of networking essentials to troubleshoot any operating system failures

      Personal Attributes

      • Ability to make sound and logical judgments
      • Demonstrated leadership and project management skills
      • Good understanding of organizational goals and objectives
      • Strong interpersonal, written, and oral communications skills
      • Expert knowledge of Microsoft Office
      • Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations
      • Ability to present idea in a user friendly language
      • Keen attention to detail
      • Strong customer service orientation
      • Experience working as a member of a “team”, and ability to collaborate with peers

      Work Conditions

      • On-call availability as needed.
      • Sitting for extended periods of time.



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