Director of IT Support and Network Operations

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We're hiring immediately!

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.

Your Opportunity

The Director of IT Support and Network Operations is responsible for leading and overseeing the IT support and network operations of The Scion Group. This position will ensure that all network systems and IT support services function optimally to meet the business needs and provide a reliable, secure, and efficient technology environment for all employees and properties. The role requires a strategic leader capable of managing a high-performing team, driving innovation, and collaborating with other departments to align IT solutions with organizational objectives.

Your Responsibilities

Leadership and Team Management:

• Lead and manage the IT support and network operations team, ensuring the delivery of high-quality service and solutions.
• Provide mentorship and development opportunities for IT staff, fostering a culture of continuous improvement and customer-centric service.
• Collaborate with other IT and business leaders to define strategic IT objectives, roadmaps, and performance metrics.

IT Support Operations:

• Oversee day-to-day IT support operations, ensuring the resolution of technical issues and user requests within established SLAs.
• Establish and maintain robust processes for incident management, problem resolution, and service desk functions.
• Implement and optimize tools and procedures to enhance support efficiency, including IT ticketing systems, remote support technologies, and knowledge bases.
• Ensure exceptional user experiences across all Scion properties and corporate offices, providing timely and effective support.
• Create knowledge articles and training guides for both new hires and internal IT staff.

Network Operations and Infrastructure:

• Manage the vendors responsible for the design, implementation, and maintenance of The Scion Group's community internet infrastructure and wireless networks across multiple sites.
• Develop and maintain network monitoring and troubleshooting processes to ensure network availability, security, and performance.
• Drive network upgrades and expansion initiatives, ensuring scalability and reliability as the company grows.
• Collaborate with cybersecurity teams to implement best practices for network security, access controls, and data protection.
• Lead annual RFP for new managed network and wireless service for a portion of the portfolio.

Vendor and Partner Management:

• Oversee relationships with third-party vendors and service providers to ensure cost-effective and high-quality network and IT support services.
• Evaluate, negotiate, and manage contracts with IT vendors, ensuring alignment with organizational goals and technology strategies.

Project Management:

• Lead IT support and network-related projects, from conceptualization to execution, including upgrades, migrations, and new technology deployments.
• Ensure alignment of projects with organizational priorities, managing timelines, budgets, and resource allocation.

Risk Management and Compliance:

• Ensure compliance with all relevant IT standards, policies, and regulatory requirements (e.g., data protection and privacy laws).
• Develop disaster recovery and business continuity plans to minimize downtime and ensure continuity of operations.
• Identify potential risks in IT operations and network infrastructure and develop mitigation strategies.

The responsibilities listed above may not be all inclusive.

What We Require

• Bachelor's degree in information technology, Computer Science, or a related field.
• 7-10 years of experience in IT support, network operations, and management, with at least 5 years in a leadership or management role.
• Expertise in managing enterprise-level IT networks and support services in a multi-location environment.
• Strong understanding of network protocols, architectures, and security best practices.
• Experience with IT service management (ITSM) frameworks, such as ITIL.
• Excellent leadership, team building, and communication skills, with a focus on customer service and cross-functional collaboration.
• Proven experience managing vendor relationships and negotiating contracts.
• Ability to lead and deliver complex IT projects within budget and on time.
• Experience with Zendesk ITSM ticketing software.

Preferred Skills

• Experience in the real estate or property management industry.
• Knowledge of cloud computing, virtualization technologies, and cybersecurity practices.
• Strong problem-solving skills and the ability to make data-driven decisions.

Operational Details

• Job location is based at the Chicago Headquarters.
• Working hours consist of standard daytime business operating hours with occasional after-hours availability for emergencies from time-to-time.
• Up to 25% travel throughout the year may be required.
• Ability to lift up to 50 lbs. of equipment.

Your Benefits

• FLSA Status Exempt.
• Discretionary annual bonus.
• Paid Time Off.
• Health Insurance.
• Dental Insurance available.
• Vision Insurance available.
• 401k Matching.
• Paid Maternity Leave.