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Volunteers of America-Greater New York · 1 month ago

Director of Information Technology Operations

New York, NY

Part-time

Hybrid

Director/Executive

8+ years exp

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. The Director of IT Operations will lead and oversee the daily operations, performance, and service delivery of the organization’s IT environment, ensuring the stability, security, and reliability of all core technology platforms.

Home ServicesNon ProfitSocial

Responsibilities

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

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

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

Drive automation and process improvements across IT operations and support

Maintain operational documentation, runbooks, and knowledge bases

Ensure that disaster recovery and business continuity plans are established, tested, and maintained

Coordinate with infrastructure teams to ensure backup and restore capabilities are reliable and tested regularly

Lead, mentor, and develop IT operations and Service Desk staff, fostering professional growth and a culture of accountability

Ensure clear communication of priorities, performance goals, and career development opportunities

Promote teamwork, operational excellence, and a customer-focused mindset

Qualification

IT operations managementMicrosoft 365Cybersecurity principlesIdentity managementActive DirectoryMicrosoft IntuneLeadership skillsAnalytical skillsCommunication skillsProblem-solving skillsTeam leadership

Required

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

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)

Experience overseeing Microsoft Intune (device compliance, patching, and application deployment)

Experience overseeing Active Directory / Azure AD (group policy, provisioning, and access control)

Experience overseeing CrowdStrike Falcon (endpoint detection and response)