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American Diabetes Association · 1 day ago

Associate Director, Technology Solutions

Arlington, VA

Full-time

Hybrid

Lead/Staff, Director/Executive

$107K/yr - $114K/yr

5+ years exp

The American Diabetes Association (ADA) is seeking an Associate Director of Technology Solutions as part of their Information Technology and Services team. This role is responsible for ensuring high-quality IT support services delivery, bridging technical solutions with business needs, and overseeing project delivery while fostering a high-performing support team.

Health Care

Responsibilities

Develop and implement the overall vision and strategy for the helpdesk function, aligning support services with organizational goals

Lead the team in adopting best practices and innovative support methodologies

Guide the evaluation and selection of emerging technologies

Recruit, lead, mentor, and develop the helpdesk support staff

Foster a collaborative, customer-focused environment that supports professional development and accountability

Establish long-term goals for the technology solutions team, monitoring progress and adjusting plans as necessary

Oversee the daily operations of the helpdesk, ensuring requests and incidents are addressed promptly and to high standards

Define and monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores

Supervise technology projects from conception to completion, ensuring deliverables are met on time and within budget

Define project scope, objectives, milestones, and resource requirements in collaboration with key stakeholders

Track and report on progress, risks, and opportunities to the head of IT and relevant teams

Continuously assess and refine helpdesk workflows and procedures to drive efficiency, enhance quality, and improve user experience

Evaluate, implement, and manage helpdesk software and tools

Stay current with emerging technologies that can enhance support operations, such as automation, knowledge bases, and AI-driven solutions

Promote the use of automation and artificial intelligence where appropriate

Act as the primary liaison between the helpdesk and other departments, communicating effectively with head of IT, business units, and IT staff regarding needs, expectations, and performance

Develop and manage the helpdesk budget, ensuring optimal allocation of resources and cost-effective service delivery

Oversee the escalation and resolution of complex or high-impact incidents, ensuring root cause analysis and long-term solutions are implemented

Prepare regular reports on service levels, trends, user feedback, and strategic recommendations

Ensure helpdesk operations adhere to internal policies, regulatory standards, and best practices in security and privacy

Oversee the creation and maintenance of comprehensive documentation, FAQs, and knowledge resources for both end users and support staff

Champion a culture of innovation, encouraging experimentation and adoption of new technologies

Qualification

IT support managementHelpdesk software managementCloud infrastructure supportProject managementITIL certificationMicrosoft IntuneTelephony solutions managementHelpdesk ticketing systemsCustomer-centric mindsetTeam leadershipProblem-solvingCommunication skillsAdaptability

Required

Bachelor's degree in information technology, computer science, management, or a related field

5 years in IT support or helpdesk roles, including a minimum of 3 years in a managerial or leadership capacity

Solid experience with helpdesk ticketing systems, remote support tools, and service management platforms

Proven ability to build, lead, motivate, and develop multidisciplinary teams in a dynamic, fast-paced environment

Acute problem-solving abilities and a data-driven approach to operational improvement

Exceptional verbal and written communication skills, with the ability to convey technical concepts to non-technical audiences

Demonstrated success managing organizational change and fostering adaptability within a team

Preferred

Relevant certifications such as ITIL, HDI, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator Associate

Industry certifications such as PMP, TOGAF, AWS, Azure, or similar

Experience managing Telephony solutions (UCaSS, Teams, etc.)

Experience supporting remote users in a primarily Cloud based infrastructure

Knowledge of Microsoft Intune (Autopilot), Azure, AWS, Copilot and AI tools for productivity

Benefits

A culture of recognition including new hire welcome announcements, service anniversary awards, referral bonuses, monthly All Employee Assembly, appreciation awards

Generous Paid Time Off, including holidays, vacation days, personal days and sick days

Comprehensive benefits package including medical, dental, vision, Flexible Spending Accounts (FSA), disability & life insurance, pet insurance and retirement savings

Guided by our mission, we provide top tier diabetes supply coverage through our medical benefits program

A company focus on offering mental health programs and work/life balance with most of our employees working remote