Managing Director of IT Implementation Services (Philadelphia, PA; Remote)

• Cultivating a talented team of IT professionals, fostering their growth through mentorship and training 
• Driving accountability and excellence in service delivery 
• Pioneering forward-thinking IT solutions tailored to nonprofit needs 
• Orchestrating complex projects from conception to successful implementation 

• Full-Time Position 

• Location Of Position: Remote
• Ideally The Person Will Live Within 2 Hours Of Philadelphia
• Salary Range: $95,000 - $100,000 Based On Experience

•  Our Website:  https://www.techimpact.org/ 

• Tech Impact - Headquarters Philadelphia PA

• By paying 90% of the cost of your medical benefits and providing you a credit card to    pay deductibles and copays.  
• Paid Time Off - 15 days accrued the first year and 10 Paid Holidays. 
• Supportive and compassionate environment that provides a work-life balance.  
• Everyone has a voice, and you can learn and grow to make a difference.

• Oversee and manage the IT implementation project teams on a day-to-day basis. 
• Develop and implement standards and operating procedures for project delivery and project management practices. 
• Recruit and develop Team Members to ensure all employees are engaged and productive during day-to-day operations. 
• Triage customer escalation points on critical service deliverables which need immediate response. 
• Validate policies, procedures, and documentation as they relate to practice and or client regulatory requirements. 
• Possess a strong operational knowledge of MSP, Cloud Services, Cybersecurity, and IT Solutions. 
• Collaborate with HR to recruit and develop a strong team with a focus on employee retention. 
• Enhance current delivery and reporting capabilities including client self-service platforms. 
• Work with Accounting to provide required information for accurate billing. 
• Ensure Service Contracts are reconciled to services being delivered. 
• Oversee the development & maintenance of Technical Documentation, Operational Manuals and Run/Play Books. 
• Ensure that all SLAs are met or exceeded. 
• Ensure team policies and procedures are adhered to. 
• Develop employee training & certification program. 
• Ensure that presales engineering, scoping and SOWs are created on time. 
• Negotiate third-party software and services agreements at competitive rates. 
• Research industry trends and latest technology to improve delivery efficiencies, enhance current services and develop new service offerings. 
• Work closely with sales team to ensure services are assessed and estimated properly. 
• Identify technology needs of the department and organization and develop budget requirements. 
• Develop and maintain relationships with external IT vendors and service providers. 
• Perform other related duties as assigned. 

• Drive a continual service improvement program based on a desire to become a world class IT services provider. 
• Ensure operational procedures and practices are well defined, documented and consistently applied. 
• Ensure quality, up-to-date documentation exists for all clients. 
• Achieve consistently high customer satisfaction ratings and respond appropriate to customer feedback on areas for improvement. 

• Drive accountability of the IT implementation project teams.  
• Instill a high-performance culture in the team with a focus on teamwork, service excellence and ownership for resolving customer issues. 

• Lead, mentor, and manage a team of implementation managers, project managers, and technical staff. 
• Ensure that resources, capabilities, and capacity are available to meet the expectations of our clients in accordance with contracted service levels. 
• Prepare and communicate regular status reports regarding the performance of the IT implementation project teams to the Chief Technology Officer. 
• Conduct regular Status Meetings with upper management and direct reports. 
• Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver a more effective service. 
• Ensure teams are skilled, trained and developed to enable them to deliver high quality service. 
• Evaluate employee performance and staff development on an ongoing basis. 
• Work closely with other managing directors, directors, and managers to communicate changes in service delivery and to develop new offerings where appropriate. 
• Be part of the senior management team that is leading the organization. 
• Help the organization be thought leaders in the nonprofit technology sector. 

• At least 10 years technology experience in a service provider role. 
• At least 5 years management experience in a service provider role. 
• Prior vendor management experience. 
• Excellent project management skills, with proficiency in project management tools and methodologies. 
• Knowledge of the ITIL Framework 
• Strong communication skills throughout all levels of the organization, from senior leadership to front line. 
• Strong presentation skills: ability to lead meetings and hold others accountable. 
• Strong operational service delivery expertise. 
• Strong organizational and project skills. 
• Excellent customer service skills. 
• Demonstrated successful ability to lead and mentor a team. 
• Have positive interpersonal skills to deal effectively with all business contacts. 

• This position is currently a remote or hybrid position with the possibility of a flexible work arrangement once our offices reopen. The work arrangement can vary based on the team member’s location and job duties.   
• As an Equal Opportunity Employer, Tech Impact embraces diversity and does not discriminate in employment based on age, race, color, creed, sex, gender, identity, religion, marital status, veteran’s status, national origin, disability, or sexual orientation.
• ADA Specifications: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
• Requires the ability to speak, hear, see and use a computer and other office-related equipment.
• Also requires the ability to sit for extended periods of time, stand, stoop, crawl and lift to 50 lbs.
• May require local and regional travel.

This is a full time position