Associate Director, Technology Solutions

Associate Director, Technology Solutions

Description

The American Diabetes Association (ADA) is seeking an Associate Director of Technology Solutions as part of our Information Technology and Services (IT&S) team. The Associate Director is responsible for ensuring high-quality support services delivery and fostering a culture of responsiveness and excellence within the support team. This role bridges the gap between technical solutions and business needs, ensuring that end-users receive timely, effective assistance and that the helpdesk operates as a trusted, efficient resource.

This role will deliver reliable, efficient, and user-focused IT support services. He/She also oversees project delivery, nurtures a high-performing support team, and ensures that technology investments maximize value for all users. The right candidate for this position is not only passionate about technology, but also deeply committed to the success of the IT team and the broader ADA mission.

This position is hybrid, with some domestic travel required as needed. The Associate Director of Technology Solutions ideal candidate must be based in the DMV region and will need to come to the Crystal City office for onsite meeting support as needed
. Occasional travel for training or conferences may also be required.

• Strategic Leadership: 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.
• Team Management: 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.
• Service Delivery Management: 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.
• Project & Program management: 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.
• Process Improvement: Continuously assess and refine helpdesk workflows and procedures to drive efficiency, enhance quality, and improve user experience.
• Technology Oversight: 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.
• Stakeholder Engagement: 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.
• Budget and Resource Management: Develop and manage the helpdesk budget, ensuring optimal allocation of resources and cost-effective service delivery.
• Incident and Problem Management: Oversee the escalation and resolution of complex or high-impact incidents, ensuring root cause analysis and long-term solutions are implemented.
• Reporting and Analytics: Prepare regular reports on service levels, trends, user feedback, and strategic recommendations.
• Compliance and Security: Ensure helpdesk operations adhere to internal policies, regulatory standards, and best practices in security and privacy.
• Training and Knowledge Management: 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.

• Bachelor’s degree in information technology, computer science, management, or…