Director of Informatics and Technology

Connections Community Support Programs - Wilmington, DE3.5

30+ days ago
Employee Work Profile and Job Description

Job Title: Director of Informatics and Technology
Reports to: Chief Informatics and Innovation Officer
Direct Reports: Helpdesk Manager, User Experience Manager, IT Support Staff
Department: Informatics and Technology
Location: TBD

Description of Position:
The Director of Informatics and Technology (IT) is a senior manager responsible for ensuring the organization has the technology tools it needs, with a special focus on the development of architectures, policies, practices and procedures that properly manage the full data lifecycle needs of the organization. The Director of IT will manage internal IT staff as well as 3rd party vendors and be responsible for implementing organization-wide systems that impact every staff member. Navigating and supporting the nuanced experience of stakeholders in each area while managing technical details is key to the success of the position.

The Director of IT will be responsible for making recommendations to improve the user experience and improve the ability to deliver effective services. Success will require careful focus on change management and ability to provide direction in the hands-on implementation of technology. The Director of IT should anticipate performing technical work to move projects towards completion.


1. Responsible for the development, deployment, maintenance, and evaluation of the information technologies and equipment used throughout the organization.
a. Security
i. Creates information security policies and ensures adequate training and monitoring for compliance with these policies.
ii. Designs the infrastructure to prevent unauthorized access and provides desired access in all relevant scenarios including working from remote offices, home, and from unsecured wireless networks.
iii. Leads the technical response to security incidents. Works with leadership team to ensure prompt appropriate notification to stakeholders and drive corrective and preventive action.
b. Infrastructure
i. Ensures the availability, timely update and performance of IT infrastructure and applications balancing cost vs. availability design tradeoffs based on organization needs and priorities.
ii. Ensures the maintenance of an up-to-date inventory of hardware, software, and other items needed to maintain effective IT infrastructure.
iii. Establishes a plan for the routine replacement of equipment and works with management to ensure that there are financial resources to fund the plan.
iv. Works directly with staff utilizing user-centric processes to understand technology gaps and select appropriate technologies to address them. Understands pricing and technology trends, selecting solutions that are likely to endure and to meet needs at minimum cost.
c. Data Governance
i. Co-Chairs data governance team which promotes best practices and aligns data usage across the organization.
ii. Develops and maintains data models to facilitate data sharing between different systems, locations, and departments.
iii. Establishes measures and processes for data cleanliness and validity and promotes a culture which seeks preventive measures to eliminate sources of duplication, error, and omission.
d. Change Management and Adoption
i. Provide hands-on project management of the implementation of new tools and technologies including requirements gathering, selection, training, and documentation. Emphasizes broad stakeholder participation in requirements gathering and testing in order to find the best solution and encourage adoption.
ii. Tracks and promotes system adoption. Probes for impediments and clear them. Makes sure systems offer compelling benefits for end users and for the mission and communicate them often as motivation.
e. Reporting and Analysis
i. Works with leadership team and end users to understand what information they need to make data driven decisions in their work, and what information they need to satisfy external stakeholders. Helps promote a data driven culture.
ii. Creates reporting capabilities to supply this information, with a bias towards solutions that end users can adapt as required.
iii. Aggregates data from disparate systems as required/requested . This will include personal use of Power BI and coaching others to use it.
f. User Experience/Help Desk
i. Manages internal and outsourced resources to meet hardware and appropriate application support needs of employees.
ii. Uses a case tracking system to facilitate managing the process and to offer transparency for users
g. Management
i. Manages vendor relationships including help desk provider and software and hardware providers.
ii. Sponsors and leads strategic IT projects such as CRM implementations. Ensures that project management defines and meets appropriate scope, cost and schedule goals and keeps stakeholders informed.
iii. Advocates for IT needs and secures funding for important initiatives working with the designated personnel in the fiscal unit. In the broader organization, communicates the value that IT brings so that they are viewed as a trusted partner
h. Budgeting
i. Develops IT budget and assists other organizational units in their own budgeting process as it relates to Information Systems within the constraints established by management.
ii. Manages IT maintenance, operations and project spending, adjusting priorities as required to fit within approved budget.

Knowledge, Skills, and Abilities
  • Information Systems: Familiarity with selection and implementation of information systems, including hardware and software; theoretical and practical experience of network and server administration; experience with tools and process to understand and document business process and data.
  • Problem Solving: Ability to recognize when something is wrong, or is likely to go wrong, and take the necessary actions to prevent or mitigate the problem. Demonstrates sound judgment by gathering and analyzing information skillfully and taking appropriate and timely actions regarding questionable findings or concerns.
  • Team work: Committed to both organizational goals and team objectives. Has a good relationship with managers, peers, and supervisees, and is willing to support colleagues.
  • Leadership: Facilitates organizational change as it relates to IT and the use of data; has the ability to understand, relate with, and adapt to different cultural settings; and demonstrates good judgement and maturity.
  • Inductive Reasoning: Excellent observation skills and the ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
  • Written Communication: Ability to communicate effectively in written form including, editing work for spelling and grammar, present numerical data clearly, concisely and accurately.
  • Oral Communication: Ability to orally communicate with others, including providing direction and feedback, exchange of information and ideas, explain complex concepts and processes, utilize effective non-verbal skills, ask insightful questions, and persuade others.
  • Interpersonal Sensitivity: Demonstrates the ability to listen to and understand feelings of others. Works with others well, in an effective way, and establishes and maintains relationships.
  • Time Management: Ensures that tasks/duties/activities, projects and goals are accomplished accurately and timely.
  • Quality and Control: Demonstrates accuracy and thoroughness, monitors own work and that of supervisees to ensure quality, and is detail-oriented when working towards agreed upon goals and objectives.
  • Adaptability: Ability to multitask, prioritize, and adapt to changes in the work environment; manages completing demands and ability to deal with frequent change, delays or unexpected events; and ability to work under emergency conditions, when applicable.
  • Dependability: Ability to consistently report to work and on time, follow instructions, respond to management direction, and solicit feedback to improve performance.
  • Stress Tolerance: Recognizea crisis situations and react to such in a calm, mature manner; accept criticism and deal calmly and effectively with high stress situations; and the ability to identify, react to, and report security concerns, as applicable.
  • Ethic Decision Making: Ability make sound judgments professional judgements consistent with the Connection’s Code of Ethics.
Physical Demands and Working Conditions
Intermittent standing, sitting, walking, and driving.

Professional CredentialsValid driver’s license Satisfactory background investigation report
Education and ExperienceMinimum 7 years of work experience in the application of informatics and technology. Experience in behavioral health a plus. A bachelors or graduate-level degree in Information Systems, Computer Science, Management Information Systems, Business Management Information Systems. Non-degreed applicants with significant technical and business experience will be considered.