Sr. Director, IT Systems and Support

POSITION: Sr. Director, IT Systems & Support

COMPENSATION: Pursuant to Colorado regulations, if this job is performed in Colorado, the salary range is $160,000 - $180,000 plus bonus potential. ​Eligible to participate in the  company benefits plan. We offer health, vision, dental, and pet insurance. We offer a 401(k) retirement plan, student loan assistance, licensing and continuing education reimbursement, parental leave, and housing allowances or gifts.

REPORTS TO: CFO

SUMMARY

The Sr. Director, IT Systems & Support, will lead a high-performing team of Application Administrators and IT System Support Specialists. This position will oversee a team responsible for managing multiple enterprise applications—including CRM, Identity Management, and Property Management Systems—as well as the broader Systems and Support service desk. Reporting directly to the CFO, the role is responsible for overseeing the lifecycle of these enterprise applications, establishing multi-tiered support structures, building and optimizing technical processes, developing best practices, maintaining strong stakeholder relationships, and providing visionary leadership to the Systems and Support department.

ESSENTIAL RESPONSIBILITIES (Including but not limited to):

• Direct business operations for the IT Systems, Support, and Systems Transitions teams.

• Oversee the management of multiple enterprise applications, including solutions analysis and recommendations, development and planning, configuration and maintenance, testing and quality assurance, deployment and implementation, and ongoing support.

• Direct the System Support helpdesk and multi-tiered support operations to ensure timely incident resolution, minimize system downtime, and deliver an exceptional end-user experience.

• Develop, lead, and direct enterprise applications operations and strategic planning, including business requirements, project planning, support, and the organization and negotiation of resource allocation.

• Provide development and support assistance to ensure enterprise and packaged applications are functional, effective, and highly available.

• Develop strategic partnerships with Data & Analytics, Operations, and IT leadership within the organization.

• Coordinate with Operations, Executive, and other leadership on data and content management, application standards and support, security, and enterprise IT strategy.

• Define and communicate project milestones, service level agreements (SLAs), and resource allocation to department business leaders, support staff, and end users.

• Establish and maintain a collaborative, strategic relationship with peers and business stakeholders outside of the department.

• Define departmental strategy in working towards achieving company objectives and key results (OKRs).

• Determine consistent systems optimization strategies, including roadmap management, feature release, and support escalation processes for the IT Systems and Support teams.

• Discover solutions to leverage technology to achieve business objectives; collect, analyze, and summarize data and trends in new technologies.

• Manage the performance of direct reports and additional team members within the department as part of formal Performance Management, including goal setting, coaching, feedback, and quarterly performance evaluations.

• Review the performance of supported applications and support desk metrics to determine operating costs, productivity levels, and upgrade requirements.

• Design and direct the strategy for various system selections and implementations; keep current with trends and issues, including current technologies. Advise, counsel, and educate the executive team and division leaders on their competitive or financial impact.

• Manage vendor relationships, service contracts, and subscription renewals for enterprise applications and support tools.

• Coordinate and support client audits of supported systems.

• Participate in Cardinal U training as required.

PREFERRED QUALIFICATIONS: