Director, IT Support Services

Harlem Children’s Zone (HCZ) — a world-renowned education and poverty-fighting organization based in New York — seeks an enthusiastic, dedicated, and mission-aligned Director of IT Support Services with our Information Technology Department.

The Director of IT Support Services will bring a passion for the mission of Harlem Children’s Zone: break the cycle of intergenerational poverty with comprehensive, on-the-ground programming that builds up opportunities for children and families to thrive in school, work, and life.

The Director of IT Support Services will lead our IT Support Services team. This role is pivotal in ensuring the seamless delivery of technology services to HCZ, Promise Academy Schools, and HCZ after-school program sites. The Director will oversee remote and in-person support, essential A/V services, hardware testing and deployments, documentation, and service desk management. Collaborating closely with our Infrastructure Team—which includes network, cybersecurity, and systems—the Director will align IT support with our 5-year technology plan, leverage emerging technologies, and utilize AI to enhance IT services and support.

For more information, check out Want to Work at Harlem Children’s Zone? Here’s 7 Things You Need to Know.

Minimum Qualifications

• Bachelor's degree or higher


• ITIL v4 Foundation Certification is required

Who you are

• Master's degree in IT Management, Business Administration, or a related discipline.


• Minimum of 8 years of experience in IT support services, with at least five (5) years in a leadership role managing multi-site support teams.


• Experience in education or nonprofit organizations is highly desirable.


• Proven track record of managing complex IT projects from inception to completion.


• Higher-level certifications (e.g., ITIL Managing Professional) are a plus.


• CompTIA A+, Network+, Security+, Microsoft Certified: Azure Administrator Associate or Cisco CCNA is advantageous.


• Deep understanding of ITIL frameworks and their application in service desk management.


• Proficiency with Freshservices or similar IT service management tools.


• Experience with end-user device management, JAMF, Intune, and deployment strategies.


• Familiarity with AI, machine learning, and automation tools in the context of IT support.


• Ability to set a vision for the team and align efforts with organizational goals.


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


• Proven ability to build, motivate, and retain high-performing teams.


• Strong ability to analyze data to make informed decisions and drive process improvements.


• A proactive approach to identifying opportunities for technological innovation.


• Excellent problem-solving skills with a focus on user-centric solutions.


• Experience working collaboratively with network, cybersecurity, and systems teams.


• Ability to build strong relationships with educators, administrators, and program staff.


• Skilled in managing vendor relationships and negotiations.

What  you’ll do

• Manage and mentor the IT Support Services team, fostering a culture of excellence, innovation, and continuous improvement.


• Promote strong collaboration between the IT Support Services and Infrastructure teams to ensure integrated technology solutions.


• Identify and facilitate professional development opportunities for team members to stay current with the latest technologies and best practices.


• Develop strategies and tactics to align the IT Support Services team with the organization's 5-year technology plan.


• Evaluate and manage the fleet of computers and devices, establishing replacement schedules and a lifecycle management plan.


• Research and integrate emerging technologies, including AI and automation tools, to improve IT services and support.


• Using data from our various systems to make informed decisions for problem-solving, documentation, procurement, etc.


• Oversee the delivery of high-quality remote and in-person technical support to staff and students, ensuring minimal disruption to educational activities.


• Manage essential audio/visual support services for classrooms, events, and after-school programs.


• Administer the Freshservices service desk platform, ensuring it aligns with ITIL best practices and utilizing data analytics to drive improvements.


• Oversee the creation and maintenance of comprehensive documentation for IT support processes, procedures, and knowledge bases.


• Utilize data from the service desk to identify trends, optimize workflows, and implement iterative improvements.


• Identify opportunities to automate routine tasks to increase efficiency and reduce response times.


• Leverage AI and machine learning to enhance support processes, such as implementing chatbots or predictive maintenance tools.


• Collaborate with educators and program staff to understand their technology needs and provide solutions that enhance teaching and learning outcomes.


• Coordinate with the cybersecurity team to ensure all support services comply with security protocols and policies.


• Manage relationships with external vendors and service providers to ensure quality and cost-effectiveness.

Schedule

• Monday - Friday


• 9am - 5pm


• One remote day

Benefits

As a member of the Harlem Children's Zone team, you will join a supportive and inclusive community dedicated to helping children, families — and our staff — thrive. We offer highly competitive salaries, a comprehensive benefits package, and opportunities for growth.

Our exceptional full- time benefits include: 

• Highly competitive base salaries


• Paid time off


• Employee referral bonus


• Career advancement


• No-cost health insurance


• Life Insurance


• Short-and long-term disability


• Additional voluntary benefits


• Wellness discounts


• Commuter benefits


• Financial wellness perks


• Additional Benefits (Discounts on flights, hotels, theme parks, concert tickets, and more.)

The salary range for this position is $120,000 - $140,000 per year. To be considered, interested applicants should apply directly through the posting. No telephone inquiries or recruiters, please. Replies will only be sent to qualified applicants. Harlem Children’s Zone is an EOE.