Reports To: President, SFO

Location: Atlanta

The requirements for this position include, but are not limited to, those outlined below. All duties and requirements are essential job functions and are subject to possible modification to reasonably accommodate individuals with disabilities. This document does not create an employment contract, implied or otherwise. It is the employer’s discretion to add or change the duties or requirements of this position at any time.

Summary of Job

Proactively identifies and supports current and future information technology requirements of the Chairman and his family regardless of their location. “Looks around the corner” to proactively identify and support the current and future information technology requirements of the SFO; the family residences; vehicles, aircraft and yacht/s. Partners and collaborates with all SFO areas (HR and Family Development; Executive Support Team, Family Services (including Aviation, Executive Protection, Properties, Medical, and House Managers); and CFO/CRO to proactively identify, prioritize and implement information technology to improve SFO operations and the lives of the Chairman and his family.

Essential Duties and Responsibilities Include

a. Consistently delivers high-quality services to the Chairman and his family, and to the SFO. Ensures that requirements of Chairman and his family, and of the SFO, are captured accurately and continuously updated to reflect changes in status, location, etc.

b. Oversees and directs technical analysts who are executing multiple technical support initiatives; holds analysts accountable to budget and project schedule

c. Directs IT-related coaching and training for SFO associates, residential staff, family members, and others who provide services to the family; Identifies opportunities to improve coaching and training using new methodologies when appropriate

d. Oversees and reports on analysis of incidents and "tickets," as well as suggestions and requests, to proactively devise solutions that will prevent/eliminate future incidents and provide an appropriate, consistent level of service

e. The successful candidate will have the demonstrated capability to oversee resources that maintain and support the following:

-Microsoft Office 365 - heavily used by Executive Support Team and throughout the SFO and residences

- Devices including Windows, Mac, and iOS

- Mobile Devices

- Wireless networks

- Unified communications

- Backups and DR

- Avaya Digital and IP PBX Systems
 

Education and Experience Requirements

- Bachelor's degree in Information Technology or Related field

- MBA or relevant graduate degree a plus

- C-suite, private client, and/or high-level hospitality experience highly desirable

- Prior IT management experience required.

- Experience managing on-call rotations desired.

- Experience supervising, developing and mentoring direct reports.

- Vendor and Project management experience required.

- IT incident management system (i.e. ServiceNow) administration experience required.

- 5 or more years experience in a help desk environment

Skills and Knowledge Requirements

- Exceptional interpersonal skills with the ability to easily and effectively interact, consult, support, and educate internal customers including the Chairman, family members and senior level SFO management.

- Strong oral and written communication skills including presentation skills and experience communicating with technical and non-technical audiences

- Proven proactivity - able to anticipate, and prevent issues; identifies innovative solutions

- Demonstrated ability to innovate and leverage technology to address business opportunities / challenges.

- Exceptional problem solving, troubleshooting, research, and implementation skills for technical and non-technical issues. This includes the ability to quickly identify, investigate, and resolve problems when they arise. Includes the ability to develop and implement checklists for use by non-IT associates in order to prevent issues from arising.

- Proven ability to deliver world class service, including a consistent user experience across multiple locations, and to build solid relationships at all levels within the organization, with vendors, and with the Chairman and family members

- Proven follow-through skills

- High level of discretion and confidentiality

- Lead projects to on-time and on-budget completion with little supervision

- Demonstrated ability to excel in a complex, team-centered environment

- Drive to keep relevant technical skills current

- Ability to operate in a 24x7 technical support environment, which includes after hours availability and problem resolution 

Travel Requirements

Approx. 20%. Able to travel to family residences and any other locations where family members are present.