Vice President of Technology and Operations

Job Position: Vice President of Technology and Operations

Department: Information Technology

Reports to: Senior Vice President /CIO

FLSA: Exempt (PRO-LRN)

Status: Full-Time

Work Location: Silver Spring, MD

Overview

The Radio One story began simply with a dream and one radio station. Forty years, 13 markets, and 70 stations later, we are an urban media empire, spanning multiple media platforms. We are in your ears with Reach Media/Radio One, on your televisions with TV One, and may even be the name behind your favorite website, with our digital platform Interactive One. Information is power, and our mission here at Radio One, Inc. is simple – to be the most trusted media source in the African American community. At Radio One, we pride ourselves on hiring people who are dedicated and continue to challenge the norm, while embracing a corporate culture built on creativity and passion. We are our employees’ biggest fans, and it is our daily mission to attract, develop, and retain the brightest stars in the business.

As the Vice President of Technology and Operations - Help Desk, you will be responsible for overseeing the efficient and effective operation of our Help Desk department. This role requires a seasoned professional with a strong background in utilizing/maintaining Microsoft Suite products and ServiceNow, along with a proven ability to mentor and lead teams.

Essential Responsibilities

• Provide strategic leadership for the Help Desk team, ensuring a positive and collaborative work environment.
• Mentor, develop, and inspire team members to achieve their full potential.
• Foster a culture of continuous learning and professional growth.
• Evaluate existing help desk processes and procedures to identify areas for improvement.
• Implement streamlined and efficient workflows to enhance overall service delivery.
• Collaborate with cross-functional teams to ensure seamless integration of help desk services into broader organizational processes.
• Demonstrate a deep understanding of Microsoft Suite products and ServiceNow.
• Stay abreast of industry trends and technological advancements to drive innovation within the help desk function.
• Act as a subject matter expert, providing guidance on the best utilization of technology to meet business needs.
• Establish key performance indicators (KPIs) and metrics to measure the effectiveness of the Help Desk team.
• Regularly report on performance, identify trends, and propose solutions for continuous improvement.
  
  

Knowledge/Skills/Abilities

• Proven experience in a leadership role overseeing a Help Desk or similar technical support function.
• Strong expertise in Microsoft Suite products and ServiceNow.
• Demonstrated ability to mentor and develop team members.
• Exceptional analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Complies with Network and Urban One’s mandatory training and adheres to related course deadlines
• Demonstrated ability to lead, motivate, and direct a team to include but not limited to:
• Provide regular constructive feedback.
• Resolve issues/conflicts with diplomacy in a timely manner.
• Provide ongoing guidance and support for growth and development.
• Deploy effective coaching skills.
• Practical understanding of anti-harassment and discrimination laws.
• Ability to effectively administer performance reviews and corrective action plans as appropriate.
• Ensure team (s) attend mandatory department and/or mandatory company training (s) as required.
• Submit to a criminal background check .
• Legal right to work in the United States.
  

EDUCATION And/or EXPERIENCE

• BS in Information Technology, Computer Science, or a related field. Master's degree is a plus.
  
  

Compensation And Benefits

• Salary Range: The expected earnings for this role are between $190,000 and $210,000.
• Benefits Package: Comprehensive benefits offerings include, Major Medical, Dental, Vision, FSA, HSA, 401K, PTO, elective supplemental options.