Director of IT Services

New York, NY

Summary

The Director of IT Services is a critical leadership role responsible for overseeing the desktop support and conference support operations.  This role ensures the delivery of high-quality, white-glove customer service to all firm personnel, maintaining the firms reputation for excellence and first class support.  The Director will lead a team of business professionals in providing comprehensive, efficient and superior service with a customer centric focus in this continually evolving environment.

Responsibilities

Service Delivery Excellence

• Oversee deployment and support of all endpoints, applications, and conferencing technologies, ensuring seamless integration across the firm’s global offices
• Manage second-level support for all applications, emphasizing rapid resolution and minimal business disruption
• Coordinate mobile device configuration and remote access solutions to support the firm’s flexible work environment
• Ensure prompt resolution of business needs and technical issues, with a focus on exceeding client expectations
• Maintain 24/7 on-call availability for urgent client requirements
• Implement continuous improvement initiatives to enhance service quality, leveraging user feedback and industry best practices
• Oversee the design, implementation, and support of conference room technology, including audio, video, and web conferencing solutions

Leadership and Team Management

• Lead and develop a team of professionals across both departments
• Provide mentorship, coaching, and performance management to build a high-performing, client-focused team
• Foster a culture of continuous learning and customer-first mindset, encouraging professional growth and innovation
• Conduct regular performance evaluations and provide ongoing feedback for team member development
• Serve as a key interface between IT departments and other firm divisions, facilitating cross-functional collaboration
• Communicate effectively with team members, ensuring clarity of goals and expectations

Technology Strategy and Implementation

• Devise and establish IT policies to support the firm’s needs, aligning technology initiatives with business objectives
• Manage technology deployments, including planning, risk mitigation, and change management processes
• Oversee implementation of new technologies and systems firm-wide, such as migrations to cloud-based solutions
• Ensure seamless migration and integration of evolving technologies, including next-generation hardware refreshes
• Stay abreast of emerging technologies and industry trends to inform strategic decision-making
• Collaborate with other IT leaders to develop and execute the firm’s long-term technology roadmap

Operational Excellence

• Produce and manage annual budgets and monthly expenditure reports for technology services and equipment purchase
• Maintain and regularly test disaster recovery and business continuity plans to ensure organizational resilience
• Provide regular operational reports to senior leadership, highlighting key metrics, achievements, and challenges
• Optimize departmental processes to enhance efficiency and cost-effectiveness

Problem Resolution and Decision Making

• Navigate complex technical and business situations, considering various stakeholder perspectives
• Make informed decisions balancing technical requirements, business needs, and resource constraints
• Demonstrate sound judgment in problem-solving and risk management, particularly in high-pressure situations
• Develop and implement strategies to proactively identify and mitigate potential technology-related issues
• Foster a culture of accountability and continuous improvement within the team

Requirements

• Bachelor of Science degree in Computer Science or related field and/or minimum 15 years’ experience in Information Technology
• Demonstrated competency and knowledge to implement firm and industry recognized best practices for operations management in both desktop and conference services
• Experience working 24/7 as well as under tight deadlines.
• Demonstrated proficiency and excellence leading, managing, coaching/mentoring, and developing a technology team including 2 first level managers.
• Highly flexible, responsive and proactive communication skills.
• Able to rapidly translate between the technical and non-technical sides of a situation in a way that ensures understanding and customer satisfaction
• Strong time management and organizational skills with exceptional attention to details.
• Interpersonal skills necessary to interact, work productively and collaboratively with other departments in Information Systems.
• Demonstrated personal accountability and self-management.
• Demonstrates capacity and experience work effectively, efficiently and collaboratively with others throughout an IS function and firm/ organization to deliver on goals and objectives in a highly responsive and quality manner.
• Consistently demonstrates a sense of urgency in responding to and resolving client requests, concerns and issues; stays on top of open matters and ensures there is timely, quality follow through and follow up.
• Communicates proactively, clearly, productively and effectively in a timely manner.
• Demonstrates having been available outside of regular business hours, including responding to client inquiries, to support the needs of the business.
• Demonstrates experience going above and beyond to exceed client expectations.
• Demonstrates sound judgment in problem solving, decision making, assessing business needs, client needs and potential challenges or risks.
• Demonstrates a track record of establishes and manages priorities effectively for both self and team members within area of responsibility with little or no supervision.
• Demonstrates initiative to ensure timely completion of projects and deliverables, keeping stakeholders, colleagues, and Director apprised of project developments.
• Demonstrates having taken full and complete accountability and ownership for all activities within scope of responsibility, including one’s own actions and those of team members.

Work Requirements

• Attendance Requirements: On site during normal working hours and available before or after normal working hours to work at the firm, over the telephone, or at off-site meetings, in order to meet the demands of the job and the needs of the firm.
• Reachable via email and/or cell phone 24×7.
• Travel Requirements: Ability to engage in off-site travel as required from time to time, in order to meet the demands of the job, and the needs of the firm.

Compensation

$200,000.00, plus bonus, based on experience