Deputy Director of Technology

Deputy Director of TechnologyCASES is seeking a Deputy Director of Technology Support to lead the organization's technical support operations and ensure delivery of reliable, secure, and high-quality technology services across the agency. Reporting to the Chief Technology Officer, this role oversees the technical support team, drives service excellence, manages complex IT projects, and develops strategies that enhance end-user support, technology infrastructure, and operational efficiency.The Deputy Director of Technology Support is a collaborative, solutions-oriented leader who excels in fast-paced environments, effectively manages competing priorities, and is passionate about building high-performing support teams, improving service delivery, and advancing technology solutions that support organizational growth and business continuity.Salary: The salary range for this role is $80,000 - $100,000 per yearShift Hours: This position is full-time Monday - Friday from 9:00 AM - 5:00 PMLocation Address: 4 West 125th Street, New York, N.Y. 10027. Our office is easily accessible by public transportation. You'll also be traveling to our Brooklyn and Bronx offices.Workplace Flexibility: In-personWhat You Will Be Doing:Plans, organizes and supervises the technical support program; oversees daily support needs of the organizationAble to provide support to end users and assist with setup of staff equipmentSupervises, provides training and works direction to and evaluates assigned technical support team personnelAssigns and directs staff to meet technology needs, priorities and timelines. Reviews and updates support assignments to assure effectiveness and balance workloadEvaluates level of service and effectiveness of technical support program. Recommends and implements strategies to improve support in alignment with Organization goals and site needsCoordinates with stakeholders and technicians to address specific technology needs and plan for technology procurement and implementationAssists with Onboarding/Off Boarding requirements and Product procurementAssists in technology planning, resource prioritization and communications as an active participant of the IT management team. Needs to be the goto team leader when technicians need assistanceWorks with stake holders to review and adjust support to meet changing needs and address gapsCollects data and prepares findings related to equity of access to technology for students and staff. Develops and implements plans to fund, procure, distribute, repair and replace technology to support universal access to technologyLeads and participates in staff meetings to communicate objectives, share updates, collaborate and gather feedback from personnelPerforms other related duties as requiredWhat We Are Looking For:Bachelor's degree in Management Information Systems, Computer Science, Information Technology, or a related fieldFive (5) or more years of experience leading an enterprise technical support team, including direct supervision of at least five staff membersStrong experience managing enterprise IT support operations, service delivery, and customer support best practicesHands-on expertise with Microsoft Exchange/Microsoft 365 administration, Active Directory, PowerShell, endpoint/device management, and enterprise domain environmentsExperience administering cybersecurity solutions, including email security platforms, multi-factor authentication (MFA), and network security technologies such as SonicWall firewalls and enterprise Wi-Fi environmentsProven ability to lead complex IT projects, technology deployments, hardware refresh initiatives, and cross-functional implementationsStrong troubleshooting, analytical, and problem-solving skills with the ability to serve as an escalation point for complex technical issuesExcellent leadership, communication, and interpersonal skills with experience coaching, mentoring, and developing technical support staffAbility to prioritize competing initiatives, manage multiple projects, and thrive in a fast-paced environmentMust be eligible to obtain and maintain the required background clearance for CJIS data accessAdditional, preferred skills we are looking for but are not required:Industry certifications such as CompTIA Security+, Network+, Microsoft, Cisco, ITIL, PMP, or other relevant technical certificationsExperience with help desk ticketing systems and mobile device management (MDM) platformsExperience managing IT vendors, contracts, procurement, and technology budgetsKnowledge of project management methodologies and IT service management (ITSM) best practicesExperience supporting organizations with multiple locations or distributed workforcesEmployee Benefits:CASES cares about employee wellbeing, and we offer a comprehensive benefits package to support you and your family, including:MedicalDentalVisionVacation and Paid Time Off – starting at 25 days off annually, Plus an additional summer selfcare day.12 Paid Holidays per year.Retirement 403(b) Competitive matching up to 6%.Employee Referral Program.Visit to learn more about benefits offered by the CASES.Our Values:At CASES, we like to move with PURPOSE, which reflects our values:PEOPLE| Hold people's stories with dignityUNITY| Commit to a shared missionRESPECT| Celebrate the strength of diversityPROGRESS| Always work to improveOPTIMIZE| Make the best use of resourcesSOLUTIONS| Work together to solve problemsEMPATHY| Seek to understand othersCASES is proud to be an Equal Opportunity Employer. Employment with CASES is based solely on qualifications and competence for a particular position without regard to race, color, ethnic or national origin, age, religion, creed, gender, sexual orientation, disability, or marital, military, or citizenship status. We also actively recruit individuals with prior involvement in the criminal legal system.Although we would love to learn about the skills of every candidate, only selected candidates that are selected will receive a response. We encourage you to apply for any position(s) you feel you are qualified for.Monday - Friday, 9am to 5pm 35 hours per week excluding breaks