Director of IT

Description and Primary Responsibilities

Framebridge has re-imagined the framing experience to deliver beautiful, convenient, custom framing for a modern lifestyle. By eliminating the hassle and expense of traditional framing with our digitally-native, technology-driven platform, we have introduced the joy of telling and preserving stories and moments to a new generation. Customers order online in a few clicks, upload their art or mail it in using Framebridge prepaid packaging, and select from a curated selection of stylish frame choices.  Or customers can get design guidance online or visit our retail stores in-person where they can get design guidance and drop off their artwork. We custom frame and ship our product directly to the customer or to retail in a matter of days, ready to hang.

Our brand inspires storytelling, and we strive to ensure your experience as a Framebridge employee is a meaningful chapter of your own history.  We promise opportunities for team members to strengthen existing talents and develop new skills in themselves and their coworkers, in an environment that empowers employees to deliver an extraordinary customer experience and make a meaningful impact.

The Position:

Reporting to the COO/CFO, the Director of IT will be immediately tasked in partnership with the VP of Engineering to develop and execute a forward-looking IT services strategy that supports the Engineering roadmap, Retail & Manufacturing expansion and HQ relocation and build and manage a high-performing IT services team to execute that strategy. This is a significant opportunity to help shape the future of the Framebridge IT services environment.  Preferred location Washington, DC but open to remote in cities with existing retail stores (Atlanta, NYC).

Primary Responsibilities:

• Facilitate collaboration between IT and stakeholders to ensure IT services are fully aligned with and enable organization-wide goals
• Manage and develop a high-performance team of IT professionals and independent contractors to implement IT plan; establish a responsive help-desk process for IT support using FreshService (or similar application)
• Owns overall hardware support for HQ, Retail and Manufacturing facilities, telecommunications, network infrastructure and selected back-office applications (e.g., NetSuite, G-suite)
  • Accountable for delivering new stores hardware and network to be fully operational for Day 1
  • Provides hardware/network support for projects, including managing demand and stakeholder management
• Manage telecommunication system and outside service providers including internet/networks and the leasing, procurement and maintenance of copy machines, fax machines, printers and imaging systems, and other office equipment needs
• Enhance capacity and maintain IT infrastructure through system upgrades and hardware changes consistent with IT plan
• Accelerate adoption of existing technologies (e.g., Google, Lattice, Netsuite) and educate end users to unlock value
• Manages IT department operating and capital budgets as well as oversight of hardware and software maintenance contracts
• Define and implement appropriate IT governance processes and policies to ensure effective use of resources, integrity in data and process
• Work with the VP of Engineering to develop security and disaster recovery plan; responsibility for implementing the plan for general network and selected applications (e.g., HR)

Qualifications

Knowledge, Skills, and Abilities:

• Business partner-first mindset. Action-oriented style with mindset to solve internal “customers” business issues
• Problem solver – Initiative taker, able to work independently in a senior capacity with high level of autonomy to resolve issues in alignment to the strategy and goals
• Knowledge – Demonstrates knowledge of ITIL and PMP principles
• Leadership – Demonstrates ability to lead and develop people. Excellent communication skills. Ability to work in a matrixed environment. Demonstrated ability to manage projects.
• Analytical Skills – Demonstrates strong analytical skills including the ability to plan complex system-related projects.
• Technical Skills – Employee must have a working knowledge of various platforms including Google, Windows, Netsuite, Reporting systems and networking.
• Documentation Toolset Skills – Proficiency in Google suite of products
• Security Knowledge – Knowledge and prior experience with Payment Card Industry compliance and other security and privacy requirements is preferred.
   

Experience:

• B.S. or equivalent in Information Technology, Engineering, or relevant field.
• 5-7+ years of IT management or leading large IT initiatives in a company
• Prior experience with full generalist responsibility for IT infrastructure, systems, staff, budgets, vendor relationships and contracts. Preference for previous experience/exposure to retail and/or FMCG industries
• Experience working in an Agile development ecosystem and hybrid cloud/on-prem environments and the associated data and security issues
• Experience in providing 24/7 customer support to multiple locations (Preferred)