Assistant Director of IT Support Services

The Franklin Institute, the most visited museum in the Commonwealth of Pennsylvania, strives to be the world leader in promoting science and technology education and literacy through inspiring and engaging experiences that cultivate curiosity, critical thinking, and an understanding of the crucial role science plays in our lives.

At The Franklin Institute, we provide an environment that is as nurturing as it is dynamic. Our team-oriented approach allows for ample learning and career growth opportunities. We think you will find the Institute offers the ideal atmosphere in which to best use your skills and talents. We are eager for your input, ideas, and inspiration.

Position Description:

The Assistant Director of IT Support Services is responsible for the strategic vision and implementation of such strategy to support TFI’s business applications, desktop environment, and networking needs.  Working with internal business units, data, desktop, and network teams, this role will establish and operationalize TFI’s enterprise capabilities to achieve a fully integrated digital information and intelligence ecosystem. 

The Assistant Director will work with the Director of IT to set the technical direction of the end-user experience and provide operational leadership for enterprise policies and compliance, as well as support and services.  Additionally, this position will also directly manage key vendor relationships established with our organization.

The Assistant Director of IT Support Services will also be responsible for: 

• Develop and successfully manage and execute business and project plans, deliverables, policies, processes, and procedures in support of business and departmental strategies, compliance requirements, goals, objectives, and budgets.
• Solve business problems by performing analysis, preparing recommendation(s), and providing project leadership/management for successful implementation of relevant technology, business process modifications and/or enhancements.
• Identify, research, and resolve technical problems for individuals and groups in an efficient manner, recognizing the proper course of action to take, communicating, and escalating severe issues as appropriate.
• Communicate highly technical information to both technical and non-technical personnel.
• Develop, maintain, and continually improve relationships/partnerships with customers, stakeholders, peers, partners, teammates, direct reports, and vendors/suppliers.
• Ensure the team provides exceptional customer support by developing and maintaining a culture, procedures, and processes that provide high-quality customer support and maintenance for existing and future technology.
• Respond to help desk tickets, telephone calls, emails, and personal requests for technical support in a timely manner, including feedback and closure, and ensure that the team does the same.
• Perform knowledge transfers among team members by preparing and maintaining documentation for processes, procedures, written instructions, and solutions to problems.
• Collaborate with and lead team members to identify, recommend, plan, develop and implement technology and technology standards.
• Maintain knowledge of developments in relevant technologies and their use in the industry, making recommendations when appropriate.
• Coordinate the acquisition of technology-related products, services, and vendors/suppliers.
• Manage the process of innovative change effectively.
• Ensures procedures are in place to provide support and protect technology, including maintaining password security, data integrity, and file system security.
• Assist team members as needed.
• Other duties and projects as assigned by supervisor

Position Requirements

• Bachelor’s degree in an IT-related field or relevant industry experience.
• Minimum 7 years of experience in a technology-related field and a minimum of 5 years of experience managing IT professionals. 
• High energy level, comfortable performing multiple roles on numerous multi-faceted projects while managing staff and meeting deliverables.
• Must be detail-oriented and self-motivated, possessing strong judgment with excellent decision-making skills and excellent analytical/organization/time management skills.
• Possess technical leadership and have experience with team building, process improvement, and resolution of conflicts.
• Experience and ability to effectively manage people and vendors/suppliers.
• Challenge others to develop as leaders; serve as a role model and mentor.
• Strong interpersonal and communication skills; ability to effectively present to a target audience, including senior management, should be as comfortable with people as with systems and technology.
• Demonstrate skills in diplomacy/negotiation.
• High level of accountability and can instill a sense of credibility when speaking with customers.
• Must have a track record of working across departments with the ability to convey a correct sense of urgency based on customer or business impact.
• Understand the role of the business unit and how they fit into the organization.
• Extensive knowledge of networking, security, and telephony systems from a support perspective.
• Knowledge of networking standards, protocols, security, and troubleshooting.
• Extensive knowledge of various hardware and software platforms.
• Extensive knowledge of Microsoft operating systems and desktop software such as Microsoft Office suite.

Status: Full-time, 37.5 hours per week (Monday – Friday), with availability to work after hours and weekends as required.

Benefits Information:

The Franklin Institute offers a comprehensive benefits package including health, dental, and vision, 401K, life insurance, and disability coverage. We also offer generous Paid Time Off, paid holidays, and numerous wellness program benefits.

Please submit your cover letter and resume to employment@fi.edu (please indicate the position for which you are applying in the subject line). We look forward to hearing from you!

Research shows that women and people from underrepresented groups often apply to jobs only if they meet 100% of the qualifications.  We recognize that it is highly unlikely that someone meets 100% of the qualifications for a role.  If much of this job description describes you, then please apply for this role. 

The Franklin Institute is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.

As a condition of employment at The Franklin Institute, employees must be fully vaccinated against COVID-19 by the date of hire, subject to requests for accommodation. 

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