Director, IT
Fremont, CA
Information Technology – Information Technology /
Full Time /
On-site
Position Overview:
The Director, IT will play a critical role in ensuring IT’s ability to support Velo3D’s user growth and physical expansion. This hands-on role will be responsible for all areas of User Services across multiple locations, along with project management, security and compliance, and general department management responsibilities.
Essential Job Functions:
- General IT Management:
- Hands-on support of a growing technical and non-technical user base.
- Help design and implement a highly scalable, usability-focused user experience across the entire organization using the latest technologies (Virtualization, MDM, SSO, cloud services).
- Provide leadership to User Services team while acting as a role model for the principles, philosophies, and values of Velo3D.
- Design and implement process and procedures required to support company growth (increased volume, expanded menu of services, physical site expansion).
- Design and implement support model including response plans for individual sites as well the whole organization.
- Define, document, test, and implement hardware and software standards for all users and use cases across the organization.
- Ensures that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.
- Manage training & communication programs designed to educate an organization’s computer users about basic computer use and specialized applications.
- Manages the activities and personnel of a multi-site User Services function (Help Desk).
- Ensure training/development plans are created and managed for direct reports.
- Track maintenance renewals and subscriptions for User Services owned services, hardware, and applications.
- Define, publish, and work to improve User Services metrics.
- Contribute to and track Budget & purchasing for user activities
- Design functionality, oversee implementation, and maintain the IT helpdesk
- Network Management:
- Provide Tier 2 support for the Helpdesk team and be a technical escalation across all departments.
- Build, and support Velo3D’s IT infrastructure both in the cloud and on premises based on business needs.
- Build, and continuously improve software systems by improving design, implementing new features, and defining how technical teams should work.
- Design and implement scripts and tools for automation to drive IT Infrastructure and User Services efficiency.
- Create and maintain documentation of IT systems including architecture diagrams, processes, procedures, and runbooks.
- Create and continuously improve monitoring and alerting systems, dashboards, log management.
- Create and participate in using metrics to drive analytical and objective looks at how IT is operating.
- Participate in building, maintaining, and troubleshooting cloud and site networks including VPNs and site ISP/DIA connectivity.
- Provide thought leadership for Velo3D from a technical perspective.
- Provide knowledge transfers and conduct training for technical and non-technical teams.
- Make security a cornerstone of how systems are built, processes are designed, and the everyday IT operation.
- Execute on projects with a strong attention to detail and high-quality delivery.
- Recommend and leverage integrations between services or applications.
- Security and Compliance
- Design policies, standards, procedures, and controls that drive confidentiality, integrity, and availability of the information technology environment both on premises and in the cloud.
- Lead and execute security compliance assessments to ensure compliance with internal and external requirements (SOX, ISO, NIST, CIS, etc.)
- Work with business leaders to ensure information security risk findings are reviewed and solutions are implemented in a timely fashion
- Assist the business in responding to RFPs and security questionnaires; maintain a library of security and compliance responses
- Track and manage audit gaps for the entire organization,
- Be a change agent, responsible for remediating or closing audit findings, negotiate dates for closure, and track/report progress
- Ensure security risks are identified, prioritized, and managed, including recommendations for risk mitigation. Track, manage and report these findings to the COO and leadership at large.
Qualifications
- Bachelor’s degree with IT/MIS/Computer Science concentration required
- Minimum 10 years of IT experience required; with prior experience managing service delivery aspects of IT Help Desk/Service Desk/User Services
- Experience managing a multi-site Service Desk/Help Desk staff
- Deep knowledge of desktop operations, Windows 10 & 11, Active Directory, Office 365, VMWare, Image Deployment, Software Packaging, MDM, RMM
- Prior ownership of tertiary equipment such as manufacturing equipment, printers/copiers, etc.
- Working knowledge of ITSM helpdesk/service desk software; ServiceNow a plus
- Understanding of Conference Room and A/V systems architecture and support; Zoom a plus
- Knowledge of single sign-on architectures & multi-factor authentication
- Working knowledge of ITSM practices, ITIL certification a plus
- Excellent verbal communication, especially for non-IT staff; effective with remote communication
About the Company:
Velo, Velo3D, Sapphire and Intelligent Fusion are registered trademarks of Velo3D, Inc. Without Compromise, Flow, Flow Developer, and Assure are trademarks of Velo3D, Inc.
With the only SupportFree laser powder bed fusion capability, we enable on-demand manufacturing of production quality Titanium, Inconel, and Aluminum parts with an unprecedented degree of design freedom and quality control. The VELO3D award-winning solution includes an integrated offering of hardware and software: Sapphire® metal AM production printer, Flow™ print preparation software, Assure™ quality assurance and control system, and an integrated manufacturing process that runs throughout the printing operation.
Our team enjoys excellent benefits including healthcare coverage and 401(K) employer contributions. We believe in transparency and recognizing exceptional efforts through our monthly all-hands meetings and team member appreciation awards.
Our job titles may span more than one career level. The starting base salary for this full-time position is between $208,000 and $225,000. This salary range reflects the minimum and maximum target for this position in the U.S. The actual base pay is dependent upon many factors, such as work experience, job-related skills, related education, work location, and market demands. The base pay range is subject to change and may be modified in the future. In addition to a competitive base salary and a comprehensive benefits package, this position may be eligible for other forms of compensation such as participation in a bonus and equity program, as applicable.
Velo3D provides equal employment opportunities to all employees and applicants for employment without regard to, and prohibits discrimination and harassment based on, race, color, religion, age, sex, national origin, disability, medical condition, genetic information, military or veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
