Director of IT

LaundryLux•Inwood, NY

About The Position

Laundrylux is the North American supplier of Electrolux Professional & Wascomat equipment for Laundromats, Coin Laundries & On-Premises Laundries. From financing to repairs, Laundrylux provides a comprehensive set of services to help with all elements of commercial laundry. Director of IT What we are looking for: The Director of IT is a hands-on leadership role primarily responsible for managing, maintaining, and ensuring the stability and security of the entire organization's information technology infrastructure and systems. This role focuses on operational execution, team management, and consistent service delivery to support all business functions. The Director will drive process efficiency, resolve major technical escalations, manage vendor relationships for service performance, and lead a technical team to maintain reliable, secure, and available IT services. Before we continue to dive into the requirements for the role let’s talk about Why you should join LaundryLux? Career Advancement: We offer a career, not just a job. We invest in the personal and professional growth of every employee because we believe growth leads to both business impact and personal fulfillment. Learning and Development: We foster a culture that encourages and promotes professional growth and development, with continuous learning Diversity Initiatives: We are proud to have launched the Women’s Initiative focused on building a better workplace for women, providing support, and recognizing the talented women within our company. LaundryLux Benefits: We offer a comprehensive benefits package including: Health benefits package including medical, dental & vision plans Life Insurance 401(k) with company matching Paid Time Off Paid Holidays Profit Sharing Employee Referral Program Mentorship Program Company Sponsored Training Tuition Reimbursement Back to the role: What you will do:

Requirements

Expert-level technical proficiency in network architecture, system administration, domain management, and security protocols.
Demonstrated experience with and strong operational understanding of an ERP system (Epicor experience highly beneficial).
Proven ability to manage IT service desks utilizing IT Service Management (ITSM) best practices (e.g., ITIL framework knowledge is a plus).
A structured, logical thinker with advanced problem-solving skills and the ability to diagnose and rapidly solve complex production issues.
Excellent communication skills, particularly the ability to translate technical problems and solutions into clear action items for both staff and management.
Advanced level domain experiences dealing with and mitigating day-to-day risk for sensitive information, along with key expertise in audit controls.
10+ years of hands-on experience in IT operations, infrastructure management, and service delivery.
3-5 years of proven experience in leading, mentoring, and managing a technical IT team.
Bachelor’s degree in Information Technology, Computer Science, or a related field is required.

Nice To Haves

Relevant industry certifications (e.g., ITIL, CCNP, CISSP) emphasizing operational management and security are highly valued.

Responsibilities

Directly manage and maintain the performance, reliability, and security of the network architecture, data center operations, and data communication links.
Oversee all network security operations, including incident response, system patching, and continuous monitoring to mitigate risk for sensitive information.
Lead the planning, execution, and configuration of all major IT installations, upgrades, rollouts, and system integration projects as directed by executive leadership.
Serve as the primary technical expert and final escalation point for the resolution of critical infrastructure and system outages.
Ensure all IT facilities and systems are operating effectively through daily system monitoring, housekeeping tasks, and compliance with operational procedures.
Manage and optimize IT service delivery, ensuring that Service Level Agreements (SLAs) and Statements of Work (SOWs) are consistently met for internal users.
Provide advanced application support across all business systems (e.g., Epicor ERP, MS Dynamics CRM), diagnosing complex issues and managing the routing and escalation to third-party vendors where necessary.
Manage the administrative tasks for core systems, including Entra ID, user administration (e.g., password resets, network drive mapping), serving as a crucial backup to the dedicated admins.
Develop and maintain clear and current technical and procedural documentation for all IT software and systems.
Manage and optimize the IT Help Desk function to serve as the single point of contact for all user support needs.
Manage the process for efficiently onboarding and offboarding employees, including systems access as well as hardware/software/equipment needs.
Manage and optimize hardware inventory when needed, including the tracking of issued and returned hardware and maintenance/disposal of used equipment.
Develop and monitor key performance indicators (KPIs) for the Help Desk, such as resolution time, first-call resolution rate, and customer satisfaction (CSAT) scores.
Ensure consistent and high-quality delivery of IT services across the company by establishing, monitoring, and achieving Service Level Agreements (SLAs) for all support tiers.
Deliver training on company software to both internal staff and external users to minimize support requests and maximize user adoption.
Develop and maintain clear and current technical and procedural documentation for all IT software and systems, and ensure this documentation is used by the Help Desk team.
Develop RFPs for IT-related purchases, focusing on hardware and services necessary for operational continuity and improvement, to present to the Executive team.
Manage key IT vendor and service provider relationships, managing budgets and ensuring contract compliance, performance, and value.
Advise management of any planned IT changes, necessary process improvements, and new technology required to solve current operational issues.
Oversee websites and domains, ensuring continuity of payment and accessibility records, partnering with the Marketing department on technical requirements.
Lead, mentor, and manage the IT team.
Oversee the daily workflow, priorities, and schedules of the department staff, ensuring maximum efficiency and responsiveness to user needs.
Recruit, interview, hire, and train new team members, focusing on technical proficiency and customer service skills.
Manage employee performance through regular 1:1s, goal setting, timely evaluations, and constructive feedback.
Motivate and support the team by fostering a productive, supportive, and solution-oriented technical environment.