Position Summary:
The Director of IT Infrastructure & Support Services is responsible for leading the strategic planning, implementation, and management of IT infrastructure systems and services across Casella. The role ensures the stability, integrity, and efficient operation of the organization's IT systems, including servers, networks, cloud services, all endpoint devices, and data centers. The incumbent works closely with key stakeholders to align IT infrastructure with organizational goals and support business growth and transformation, while also overseeing and managing the technical support operations within the organization. A member of the IT leadership team, the director develops and implements strategies to deliver high-quality technical support to end-users, manages a team of IT support professionals along with the IT help desk, and ensures that IT services align with the organization's goals and objectives.
Key Responsibilities:
Strategic Planning:
Develops and implements the IT infrastructure strategy aligned with the organization's overall business objectives. Evaluates and recommends infrastructure improvements and upgrades to craft a long-term infrastructure roadmap. Establishes departmental policies, practices, and procedures with significant organizational impact.
Infrastructure Design and Management:
Ensures all infrastructure services, capabilities, and solutions are designed to support organizational growth considering industry trends, leading practices, and opportunities for innovation. Oversees the implementation and maintenance of the organization's IT infrastructure, including servers, storage systems, network equipment, and data centers.
Service Delivery Standards:
Develops the organization's infrastructure strategy and establishes service delivery standards. Establishes service level objectives (SLOs) and key service delivery performance indicators, identifying areas for improvement through infrastructure changes.
Leadership and Management:
Fosters a collaborative environment aligned on a commonly shared vision of technology and achievement. Leads, mentors, and coaches a team of engaged managers skilled in effective communication, goal development and achievement, and coaching employees in attaining the necessary skills to achieve team and corporate results. Ensures compliance with all company, state, and federal policies, regulations, and laws regarding employment and employee safety.
End-User Technology and Support Services:
Oversees the ecosystem of all end-user technology devices including desktop computers, laptops, cell phones, tablets, etc. from procurement through support while also ensuring all end-user needs are met in a timely manner. Relentlessly seeks opportunities for improvement and automation.
Disaster Recovery:
Develops and maintains disaster recovery and business continuity plans. Ensures regular testing and updates to address potential risks and minimize downtime.
Compliance Management:
Creates a culture of compliance. Manages, monitors, and maintains internal IT control environment. Collaborates with other departments to deliver required evidence and reporting.
Project Management:
Leads and manages infrastructure projects from inception through completion. Coordinates with other departments and stakeholders to ensure project success.
Performance Monitoring:
Implements and oversees performance monitoring tools and metrics. Analyzes performance data and makes recommendations for improvements.
Vendor and Budget Management:
Manages relationships with external vendors and service providers, negotiating contracts and ensuring service level agreements are met. Develops and manages the associated budget.
Education, Experience & Qualifications:
Casella's corporate IT team aspires to deliver the highest possible level of service to our colleagues and customers while continually transforming the technology capabilities we offer. This leader will be required to quickly understand the depth and breadth of internal organizational functions and processes but also scan external ecosystems to identify current technology, resources, or vendors that are viable partners to complement, innovate and add value to strategic initiatives.
The successful candidate will have a bachelor's degree in computer science or related field, 10+ years of experience in technology infrastructure, support services, and project delivery including large-scale technology initiatives. Deep knowledge of data center management, network architecture, cloud computing, and IT service management frameworks.
Excellent listening, written and verbal communication, and problem-solving skills, proven experience building strong relationships with business partners, and a successful track record of leading and mentoring a team are necessary.
Although not required, a master's degree in computer science or additional certifications are preferred.
Benefits:
Medical, Dental, Vision, and Life & Disability Insurance, Paid Maternity & Parental Leave, Flexible Spending Accounts, Employee Stock Purchase Program, 401K, Employee Assistance Plan, Wellness Incentive, Employee Discounts, Tuition Reimbursement, Career Pathway Programs, and much more!
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