VP of IT Support Services

VP of IT Support Services

Front Porch Communities & Services invites applications for the VP of IT Support Services located in Glendale, CA.

Pay Range

This role is offered with a base pay range of $/yr - $/yr
. Compensation is based on skills and experience.

Location

Glendale, CA

Responsibilities

• Lead the integration of Northern and Southern California IT support services into a single 24x7x365 team.
• Manage and prioritize IT incident and service request tickets, ensuring proper categorization and resolution within defined SLAs.
• Implement industry best practices, ITSM frameworks, and service management tools to streamline workflows.
• Develop training programs to educate end-users on production technology solutions and cyber safety.
• Oversee IT purchasing, inventory records, and reporting to support budgeting and planning.
• Conduct team meetings and coordinate with other IT teams to resolve complex technical problems.
• Align security processes with business goals through an established cybersecurity roadmap.
• Adhere to IT systems, processes, and methodologies as per company guidelines.
• Create and maintain IT end-user support documentation, including diagrams and configurations.
• Lead IT end-user support projects, including implementations, upgrades, expansions, and migrations.
• Drive continuous improvement, maximizing effective use of IT end-user technology.
• Perform additional related duties as assigned.

Additional Responsibilities

• Continuously update job knowledge through education, professional publications, and networking.
• Foster a culture of innovation, championing new technologies to support strategic goals.

Qualifications Education

• Required:
  
  Bachelor’s degree in IT or related discipline, or equivalent experience.
• Preferred: IT Service Management framework certification (e.g., ITIL, COBIT).

Experience

• Required:
  
  12 years leading large-scale, fast-paced 24x7x365 enterprise IT helpdesk and field technical services operations.
• Preferred:
  Experience deploying, supporting, and analyzing IT ticketing systems with strict SLA adherence.
• Preferred: 10 years developing education and training programs for end-users.

Technical Skills

• Lead and manage diverse IT support teams.
• Extensive experience with geographically distributed IT operations.
• Strong IT infrastructure, systems, and software knowledge.
>ficient with ITSM tools and incident/request management.
• Experience with technology budgeting and Zoom/AV solutions.
• Analytical mindset for data-driven process improvements.
• Knowledge of IT policies and procedures update.

Communication & Interpersonal

• Effective written and verbal communication skills.
• Ability to deliver presentations and collaborate with stakeholders.
• Conflict management and relationship building with executive management.

Physical Demands & Work Environment

• Frequent movement within the office and around office equipment.
• Movement of items up to 20 pounds.
• Occasional stair use.
• Consistent office setting requirements.

Decision Making & Organization

• Exceptional accuracy and attention to detail.
• Outstanding organizational abilities.
• Autonomous self-direction and initiative.
• Prudent judgment and informed decision making.
• Expert evaluation of technology solutions.

Productivity & Project Management

• Time management and priority setting.
• Multitask juggling with agility.
• Fast-paced and dynamic environment resilience.
• Priority and workload organization.
• Performance metrics and continuous improvement leadership.
• Project lifecycle management and budget adherence.
• Proactive escalation and project outcome optimization.

Compensation Disclaimer

The actual compensation offered will depend on factors including knowledge, skills, experience, training, education, and licensure/certifications (as applicable).

Equal Opportunity Statement

Front Porch is an Equal Opportunity Employer. We support all aspects of diversity and provide equal employment opportunity to all employees and applicants without regard to race, color, religion, sex, marital status, national origin, age, sexual orientation, disability, or veteran status in accordance with the applicable nondiscrimination laws. Final candidates must successfully complete a pre-employment physical, physical ability test, drug screen, and Department of Justice criminal background clearance.

Job

Expiration

Job active.

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Additional Note

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