Director, Information Technology

Overview

Since 1972, Covenant House has served and advocated for youth and young families experiencing homelessness, human trafficking, and exploitation. Our overarching goal is to end homelessness among youth and young families by helping them achieve housing stability, heal from trauma, tap into their innate resilience, and hone their interests and skills to forge new pathways to independence. This work is carried out across Covenant House sites in 34 cities in the US, Canada, Mexico, Guatemala, and Honduras.

Primary Function of Position

The Director, Information Technology (IT) reports directly to the Chief Operating Officer and is responsible for overseeing the IT department and the IT Help Desk function, which is partially outsourced. In this role, you will manage Tier 2 and Tier 3 help desk tickets as necessary, and administer various systems including Microsoft 365, KnowBe4, Asana, and others. This role also involves advising on enterprise-wide systems implementation, configuration, and support, including ERP, HRIS, CRM/Nonprofit fundraising, and case management systems. You will oversee and/or execute discrete individual projects to strengthen the agency’s use of technology to better support operations and information technology governance initiatives within Covenant House International and across the federation. You will also have the responsibility of planning, managing, and overseeing the information technology budget. The successful candidate will ensure a productive, secure, and positive information technology experience for all team members. 

Essential Duties and Responsibilities

Information Technology Environment: 

• Administer and securely configure all digital workplace SaaS applications (e.g., Microsoft 365, KnowBe4, Asana) 

• Oversee the onboarding of new users and maintain secure configuration of user accounts

• Manage device management and information security applications, including Microsoft Intune, Microsoft Defender, and Microsoft Azure Active Directory 

• Document and retain all department maintenance procedures for all applications and network and security infrastructure 

• Ensure the secure configuration, installation, and management of network infrastructure, including firewalls, routers, switches, and Wi-Fi access points 

• Implement, execute, and monitor processes to back up critical data and configurations in accordance with IT policies

• Manage Internet Service Providers and related services, including Domain Registration and DNS 

• Oversee the procurement, inventory management, setup, configuration, and troubleshooting of personal computing devices (PCs, laptops, MACs, corporate smartphones, and tablets)

Enterprise Systems: 

• Advise on the implementation, configuration, and support of enterprise-wide systems, including ERP, HRIS, CRM/Nonprofit fundraising, and case management systems 

• Collaborate with stakeholders to ensure systems meet organizational needs and are effectively integrated 

• Oversee consultants working on discrete, individual information-technology projects to help the agency more fully utilize and align information technology tools 

Help Desk Management: 

• Manage the help desk team, including an outsourced provider and one internal help desk position 

• Assign and prioritize all help desk tickets, ensuring timely resolution and communication with requesters 

• Proactively identify problem trends and implement preventive measures, both technical and end-user focused (e.g., training or revised processes) 

Office Management: 

• Oversee the acquisition of computers, peripherals, and software through Covenant House’s purchasing process 

• Review and approve all necessary requisitions and purchases 

• Plan, manage, and monitor the information technology department’s annual budget 

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field 

• Minimum of 7 years of experience in IT management, with a focus on systems administration and help desk management 

• Minimum of 1-2 years of experience successfully managing direct reports

• Strong knowledge of Microsoft 365 and other relevant systems 

• Experience with enterprise-wide systems implementation and support 

Required Knowledge, Skills and Abilities

• Excellent leadership and team management skills 

• Strong problem-solving and analytical abilities 

• Effective communication (written and oral) and interpersonal skills 

• Ability to manage multiple projects and priorities simultaneously 

• You are someone who solves problems by leaning in, getting analytical, becoming executional and then measuring the success of your work

Preferred Knowledge, Skills, Abilities and Qualifications (Nice to Haves)

• Experience administering KnowBe4, Asana, and other relevant systems 

• Bilingual in Spanish with strong written and verbal communication

Travel Requirements 

• This is a majority-remote hybrid role. You will be required to be onsite at our New York City office about once every two months.

• Additionally, we ask all staff to travel twice per year to New York City for our two annual in-person traditions: our Staff Day of Renewal in September and our Holiday Celebration in January.

Our Community

Our critical mission demands that we have all voices at the table. A team of diverse people, perspectives, and experiences is smarter, stronger, and more effective for our young people. At Covenant House, every team member is valued, respected, heard, and supported, and we welcome honest and courageous self-reflection on any aspects of our work that are based on biased or outdated viewpoints. We deliberately create opportunities for our staff to grow and thrive.

Covenant House International is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind: CHI is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at CHI are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, belief, sex, sexual orientation, gender identity, national origin, veteran status, family or parental status, disability status, or any other status protected by the laws or regulations in the locations where we operate. CHI will not tolerate discrimination or harassment based on any of these characteristics and encourages all qualified applicants to apply.

Our offices are located in Manhattan, however, this position will be remote for the foreseeable future.