Join the PRIDE!
Brookfield Zoo Chicago is seeking an experienced IT professional with proven leadership, coaching and development skills; excellent customer focus; experience with maintaining strong customer relationships; strong technical expertise in network administration, systems management, cloud technologies, and cybersecurity principles to bring our IT Operations and support functions to the next level. Someone who is ready for the challenge and opportunities that growth brings.
BASIC FUNCTION:
The Director of IT Operations contributes to the success of Brookfield Zoo Chicago by leading the team of network administrators, Help Desk staff, and vendors providing managed services. Delivers high-quality IT services and effectively manages IT assets. The Director of IT Operations plays a crucial role in ensuring the reliability, security, and efficiency of the IT infrastructure, while aligning with organizational goals and objectives.
PRIMARY JOB DUTIES AND RESPONSIBILITIES:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions of the position.
1. * Lead and manage a team of network administrators, Help Desk staff, and managed services vendors to deliver exceptional IT services and support. This includes:
- Allocating and prioritizing daily work
- Ensuring proper training
- Defining work goals and job requirements
- Measuring staff performance against objectives
- Directs assigned staff, including hiring and selection; scheduling and job assignments; new hire orientation, training, and ongoing development; coaching and counseling; performance reviews; recognition; and recommendation of employment actions, including but not limited to salary changes, promotions, disciplinary actions, and separations. Makes appropriate recommendations with respect to staffing and labor needs.
- Ensure adequate staffing and shift coverage for all technology support functions. Manager and staff must be available to respond to off-hours emergencies and participate in projects during non-business hours, as needed.
2. * Ensure technology infrastructure (Voice and Data Networks, Servers, and Systems) architecture, design, and operations are continuously updated based on advancements in technology and changes in business needs. The Director will develop and implement strategies, policies, and procedures to optimize IT operations and enhance service delivery.
3. * Plan and manage the technology for all large or medium-sized projects and the IT infrastructure operations ensuring that deadlines and budgets are met. Use strict professional standards to:
- Maintain production systems
- Minimize down time
- Optimize the utilization of hardware and software resources
- Develop and enforce IT security requirements
- Guarantee continuity of business
- Prevent improper or unauthorized changes to production systems.
- Collaborate with key stakeholders to understand business needs and requirements and translate them into actionable IT initiatives.
4. * Plan and manage IT involvement and oversight on projects involving new facilities and renovations. Work closely with all stakeholders to ensure IT systems in construction projects meet the present and expected future requirements of Brookfield Zoo Chicago.
5. *Ensure the availability, reliability, and performance of IT systems, networks, and services through proactive monitoring, troubleshooting, and maintenance.
6. * Manage relationships with external vendors, service providers, and contractors to ensure quality of service and adherence to SLAs.
7. * Conduct regular assessments and audits of IT infrastructure, processes, and procedures to identify areas for improvement and mitigate risks.
8. * Develop and manage departmental budgets, forecasts, and resource allocation plans to optimize cost-effectiveness and efficiency.
9. * Stay current with industry trends, technologies, and best practices in IT operations and management, and make recommendations for adoption as appropriate.
10. * Provide leadership, guidance, and mentorship to team members, fostering a culture of continuous learning, collaboration, and innovation. Develop and implement actions to improve workplace culture with an emphasis on driving results and fostering diversity, inclusion, equity, and accessibility. Actively lead employee engagement, talent development, and retention initiatives. Leverage organizational resources (training and development-BZC University and other resources, performance management systems, employee surveys, communications, recognition, etc.) to drive continuous improvement, engagement, and positive outcomes.
11. Other related duties as assigned to assure achievement of goals and objectives.
- Denotes Essential Job Function(s)
POSITION MINIMUM REQUIREMENTS:
- Associate degree in technology or related field. High school diploma or GED equivalent required.
- Five (5) years’ experience in a leadership role overseeing IT operations, infrastructure, and support functions.
- Strong technical expertise in network administration, systems management, cloud technologies, and cybersecurity principles.
- Demonstrated experience managing cross-functional teams, external vendors, and service providers in a complex IT environment.
- Excellent communication skills with the ability to effectively convey technical information to non-technical stakeholders.
- Strategic thinker with the ability to develop and execute IT initiatives that align with organizational goals and objectives.
- Strong analytical and problem-solving skills with the ability to make data-driven decisions and prioritize competing demands.
- Cultural competency; experience and/or ability to work and interact effectively with a diverse, multicultural audience.
- English fluency at a professional working proficiency.
- Ability to maintain confidentiality of privileged information.
DESIRABLE/PREFERRED QUALIFICATIONS:
- Microsoft Certified Systems Engineer (MCSE), Cisco Certified Network Administrator (CCNA) or equivalent technical training related to voice and data networks engineering and support is preferred.
- Five years IT experience in an enterprise-level business (300+ users with multiple locations) with at least three years management experience in IT Operations. Must have experience in a) installing and maintaining LAN hardware and software, b) managing servers remotely, c) implementing and managing network monitoring tools, d) developing and implementing disaster recovery plans, e) maintaining detailed project plans, and f) conducting disaster recovery tests. Experience in WAN/LAN/Firewall management, developing and maintaining project plans, preparing expense budgets, and/or producing monthly performance reports is desirable.
- In-depth knowledge and experience with TCP/IP, client/server computing, Microsoft Server products (Windows Server, Exchange, SQL, Active-Directory, anti-virus software, network login scripts, server automation, remote server management, and LAN monitoring tool. Knowledge and experience with Cisco routers, switches, and PIX firewalls, high-availability architecture, network storage technologies, wireless solutions, and VoIP telephony experience desirable.
ADDITIONAL INFORMATION: This position requires work onsite and work during non-standard business hours, as required to support internal teams and external customers. This position description summarizes the primary duties and functions of this position but should not be considered a complete listing of every duty the incumbent may ever be called upon to perform.
PHYSICAL-MENTAL REQUIREMENTS: See Physical-Mental Requirements Form.
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Brookfield Zoo Chicago is an Equal Opportunity Employer.