Director of IT Business Operations

Goodwill of Southwestern Pennsylvania and North Central West Virginia is a nonprofit organization that funds job training, education, and other community programs by selling donated clothing and household items in Goodwill stores and online. We offer life-changing work on a mission-minded team. We are 1,000 working as one and each of us is essential to helping our community thrive. For three years running, Goodwill has been named to Forbes’ list of America’s “Most Inspiring Companies”.

We offer a wide range of career opportunities ranging from entry-level to management in retail, human services, and administrative fields. Learn more about working at Goodwill. You can help. We can show you how.

DEPARTMENT: Information Technology

POSITION SUMMARY:

The Director of IT Business Operations serves as a key member of the IT leadership team, responsible for the customer-facing and business operations functions of the department. This role owns Help Desk operations, performs technology procurement and asset lifecycle management, assists in IT policy development and serves as backup leadership across IT teams. The role assists the Senior Director in supporting the overall IT strategy and technology portfolio enhancing Goodwill SWPA’s mission of empowering individuals through employment and training services.

Status: Regular, Full-time, Exempt.

Location: Workforce Development Center - 118 52nd St, Pittsburgh, PA 15201

External Hiring Range: $80,000 - $85,000

Schedule: Monday - Friday, 8 AM - 4 PM. Additional leadership support may be required, evenings and or weekends as needed.

Travel: Travel to retail locations and program sites within Goodwill SWPA territories required. Travel may be required on short notice.

RESPONSIBILITIES:
Included but not limited to:

Department Leadership:

• Provide backup leadership for other IT team members and functions as needed.
• Oversee coordination of training of new employees that includes customer service, operations, best practices, and security.
• Manage staff and consultants, preparing work schedules and assigning specific duties; encourage ongoing staff development.
• Plan, direct, supervise, and coordinate work activities of subordinates, staff and consultants hired to act in support of Goodwill IT Department relating to the full complement of information technology operations including but not limited to recruiting, hiring, evaluating, training and developing, disciplining and firing employees.

Strategic Planning:

• Assist the Senior Director in developing and implementing technology strategy.
• Establish and implement departmental policies, goals, objectives, and procedures, conferring with organization officials, department heads, and/or staff members as necessary.
• Plan, execute, and deliver assigned IT projects on time and within budget.

Help Desk: 

• Lead and manage first level support resources delivering first-contact support to all internal team members across all Goodwill SWPA locations.
• Serve as escalation point for complex technical issues and high-priority incidents.
• Foster a phone-call-first culture emphasizing direct communication and rapid resolution.

Support Operations:

• Conduct performance evaluations and provide coaching and professional development for direct reports.
• Establish and maintain service level standards, escalation procedures, and customer satisfaction metrics.

Technology Procrument:

• Use department procurement processes to purchase technology and software facilitating Agency technology needs.
• Develop and manage relationships with technology vendors and service providers.

Asset Management:

• Maintain accurate inventory of technology assets and license assignments across the organization.
• Manages Goodwill of SWPA’s approved copier and print agreement (adds, moves, deletes).
• Assist in supporting hardware and software asset lifecycle from acquisition through retirement and disposal.

Documentation:

• Create and manage technical documentation, knowledge base articles, and training materials.
• Ensure documentation supports compliance requirements including HIPAA, CARF, PCI-DSS, and cybersecurity standards.

Policies and Standards:

• Assist in the development and lifecycle of IT policies, procedures, and standards.
• Lead process improvement initiatives to enhance operational efficiency and service quality.
• Keep staff informed of all Goodwill initiatives, policy changes and updates and other general company information.
• Contribute to short and long-term organizational planning and strategy as a member of the management team.

QUALIFICATIONS:

Education and Years of Experience:

• High School Diploma AND 10+ years of relevant expeirence.
• Associates degree in Information Technology or other related field AND 6+ years of relevant experience.
• Bachelors degree in Information Technology or other related field AND 3+ years of relevant experience.
• Masters degree in Information Technology or other related field AND 2+ years of relevant experience.

Required:

• Minimum 2 years of progressive experience in operations with demonstrated management responsibilities.
• Minimum 2 years supporting technology in any aspect.
• Proven track record of successfully completing large-scale technology projects.
•  Experience with enterprise business information systems (HRIS, accounting systems, or other SaaS platforms).
•  Strong technical depth combined with business acumen and strategic thinking ability.
• Excellent vendor negotiation and contract management skills.
• Demonstrated ability to remain calm and effective under pressure during escalations.
• Strong written and verbal communication skills with a people-first culture approach.

Preferred:

• Experience in nonprofit organizations or mission-driven environments.
• Familiarity with HIPAA and/or CARF and PCI DSS compliance requirements.

REQUIRED CLEARANCES, LICENSES, AND CERTIFICATIONS:

• Qualified candidates must have a valid driver's license, active insurance policy, and reliable transportation for local travel.
• Candidates are expected to complete background checks assigned by Goodwill SWPA, including a National Criminal Background check, prior to their first day of employment.
• Candidates are expected to provide current, valid clearances (Child Abuse Clearance, FBI Fingerprints Clearance, and PATCH) prior to their first day of employment.