Director of IT

211 San Diego•San Diego, CA

12h•$100,000 - $120,000

About The Position

The Director of IT is a hands-on technical leader responsible for managing and executing day-to-day IT operations across 211 San Diego. Reporting to the Chief Operating Officer/Chief Technology Officer (COO/CTO), this role combines leadership with in-depth technical expertise in infrastructure, cloud-based telephony, cybersecurity, systems administration, and end-user support. As the senior operational IT lead, this individual ensures high availability, performance, and security of critical systems that support our 24/7 contact center. The Director of IT will collaborate closely with other departments, mentor technical staff, and directly troubleshoot, implement, and optimize key technologies.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
10+ years of IT experience, including 5+ years in a leadership or senior-level role.
Demonstrated ability to actively engage in technical tasks including infrastructure management, endpoint troubleshooting, and system implementation.
Experience managing and optimizing cloud-based telephony platforms (e.g., Genesys, Five9, Talkdesk, NICE, Amazon Connect).
Mastery of Windows-based systems, Microsoft 365, Active Directory/Azure AD, and endpoint management.
Experience with Salesforce user administration.
Familiarity with cybersecurity best practices and regulatory compliance.
Strong communication and interpersonal skills across technical and non-technical audiences.

Nice To Haves

Certifications such as ITIL, Microsoft 365 Administrator Expert, CompTIA Security+, or CCNA.
Experience working in call centers, nonprofits, or health and human services organizations.

Responsibilities

Operational Technology Management
Serve as a working leader, balancing strategic oversight with hands-on execution, troubleshooting, and system administration.
Direct and manage IT operations, including infrastructure, systems, endpoints, and helpdesk functions.
Own and optimize the organization’s cloud-based telephony system, including vendor coordination, call flow configuration, and performance tuning.
Oversee the administration of Microsoft 365 as the primary system administrator.
Administer and maintain enterprise-grade network infrastructure, including Layer 2/3 switches and SD-WAN appliances.
Ensure 24/7 uptime and reliability of all technology systems supporting call center operations.
Team Leadership
Lead, mentor, and support helpdesk staff who provide frontline technical support and escalate issues as needed.
Foster a service-oriented culture focused on responsiveness, collaboration, and continuous improvement.
Conduct training, performance evaluations, and professional development planning.
Cybersecurity & Compliance
Enforce IT security policies and procedures; conduct risk assessments and align with best practices.
Review, update, and maintain IT-related policies and procedures in line with evolving technology and compliance needs.
Collaborate with contracted security experts and internal stakeholders on safeguards and incident response.
Maintain compliance with applicable data privacy and information security regulations (e.g., CCPA).
Disaster Recovery & Incident Management
Act as the IT lead during declared emergencies.
Own and regularly test the organization's disaster recovery and business continuity plans.
Lead incident response efforts and document root cause analysis and resolutions.
Systems & Vendor Oversight
Manage relationships with technology vendors and service providers.
Negotiate contracts, enforce SLAs, and maintain inventory of IT assets, licenses, and warranties.
Internal Collaboration
Establish and maintain strong working relationships with director-level peers across the organization, including Service Delivery, Human Resources, Informatics, Community Information Exchange (CIE), and others, to collaboratively support cross-functional initiatives and enterprise technology needs.
Assist the COO/CTO in identifying and implementing scalable, cost-effective solutions.
Participate in organization-wide initiatives to support the adoption and efficiency of technology.
Support user administration and system access for Salesforce, collaborating with program and data teams to maintain functionality and resolve access issues.