Director, Technology Services

American Heart Association•Dallas, TX

1d•Onsite

About The Position

The American Heart Association is seeking a Director, Technology Services, based at its National Center in Dallas, TX. This role is responsible for leading Technology Service Delivery, encompassing asset management, onboarding, offboarding, and day-to-day end-user support. The Director ensures the delivery of high-quality IT services, supports technology operations, and drives continuous improvement across the National Center. Key responsibilities include overseeing meeting support for hybrid, in-person, and virtual events, managing departmental budgets, and collaborating with internal stakeholders on strategic initiatives and training. The Association emphasizes work-life harmonization and provides resources like Heart U, an award-winning corporate university, and additional training and support.

Requirements

Bachelor's degree or equivalent experience
3 years minimum relevant experience
At least 3 years of leadership experience
Budgeting
Coaching Others
Computer Troubleshooting
Coordination
Customer Escalation Management
Customer Service Management
Effective Communication
Help Desk
Information Technology Infrastructure Library (ITIL)
IT Asset Management
IT Operations
IT Security
IT Service Management (ITSM)
ServiceNow
Working with vendors
Judgment and Decision Making
Leadership
Network Support
Performance Management
Process Management
Resource Management
Service Delivery
Team Management and Team Building
Technical Support

Responsibilities

Oversees technology service delivery operations, ensuring services meet performance expectations and SLAs. Develops and maintains operational standards and documentation to ensure consistency and compliance.
Manages operational support for onboarding, offboarding, staffing changes, computer refresh.
Manages technology budget and spending within departmental guidelines. Coordinates IT asset lifecycle management, including procurement, deployment, maintenance, and disposal.
Tracks and reports on service performance, team productivity, and operational KPIs.
Maintains vendor relationships to support operational excellence and service quality.
Recommends and implements improvements in physical conference rooms at the National Center. Consults with Regional and National Managers and Executives to support conference needs e.g., scientific sessions, Board meetings) and smaller meetings at the National Center.
Ensures operational integrity and quality delivery of all technology services and support functions. Supports strategic initiatives and special projects assigned by senior leadership.
Manages consultation requests and partners with Business Solutions team to vet new/non-standard software requests.
Performs other duties as required or assigned which are reasonably within the scope and responsibility of the job level and family

Benefits

Competitive base salary, regularly reviewed against market value.
Annual salary planning and incentive programs based on position type.
Medical insurance
Dental insurance
Vision insurance
Disability insurance
Life insurance
Robust retirement program that includes an employer match and automatic contribution.
Employee assistance program
Employee wellness program
Telemedicine and medical consultation
Access to Employee Resource Groups (ERG)
Professional mentoring program
Access to Heart U (national online university, with more than 100,000 resources)
Paid Time Off (PTO) at a minimum of 16 days per year for new employees, increasing with seniority.
12 paid holidays off each year, including several days at year-end.
Tuition Assistance program for career development related to current or future organizational roles.