Email Opening Apply Now Title Associate Director, Technology Solutions   Description The American Diabetes Association (ADA) is seeking an Associate Director of Technology Solutions as part of our Information Technology and Services (IT&S) team. The Associate Director is responsible for ensuring high-quality support services delivery and fostering a culture of responsiveness and excellence within the support team. This role bridges the gap between technical solutions and business needs, ensuring that end-users receive timely, effective assistance and that the helpdesk operates as a trusted, efficient resource. This role will deliver reliable, efficient, and user-focused IT support services. He/She also oversees project delivery, nurtures a high-performing support team, and ensures that technology investments maximize value for all users. The right candidate for this position is not only passionate about technology, but also deeply committed to the success of the IT team and the broader ADA mission. This position is hybrid, with some domestic travel required as needed. The Associate Director of Technology Solutions ideal candidate must be based in the DMV region and will need to come to the Crystal City office for onsite meeting support as needed.  Occasional travel for training or conferences may also be required. RESPONSIBILITIES Strategic Leadership: Develop and implement the overall vision and strategy for the helpdesk function, aligning support services with organizational goals. Lead the team in adopting best practices and innovative support methodologies. Guide the evaluation and selection of emerging technologies. Team Management: Recruit, lead, mentor, and develop the helpdesk support staff. Foster a collaborative, customer-focused environment that supports professional development and accountability. Establish long-term goals for the technology solutions team, monitoring progress and adjusting plans as necessary. Service Delivery Management: Oversee the daily operations of the helpdesk, ensuring requests and incidents are addressed promptly and to high standards. Define and monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores. Project & Program management: Supervise technology projects from conception to completion, ensuring deliverables are met on time and within budget. Define project scope, objectives, milestones, and resource requirements in collaboration with key stakeholders. Track and report on progress, risks, and opportunities to the head of IT and relevant teams. Process Improvement: Continuously assess and refine helpdesk workflows and procedures to drive efficiency, enhance quality, and improve user experience. Technology Oversight: Evaluate, implement, and manage helpdesk software and tools. Stay current with emerging technologies that can enhance support operations, such as automation, knowledge bases, and AI-driven solutions. Promote the use of automation and artificial intelligence where appropriate. Stakeholder Engagement: Act as the primary liaison between the helpdesk and other departments, communicating effectively with head of IT, business units, and IT staff regarding needs, expectations, and performance. Budget and Resource Management: Develop and manage the helpdesk budget, ensuring optimal allocation of resources and cost-effective service delivery. Incident and Problem Management: Oversee the escalation and resolution of complex or high-impact incidents, ensuring root cause analysis and long-term solutions are implemented. Reporting and Analytics: Prepare regular reports on service levels, trends, user feedback, and strategic recommendations. Compliance and Security: Ensure helpdesk operations adhere to internal policies, regulatory standards, and best practices in security and privacy. Training and Knowledge Management: Oversee the creation and maintenance of comprehensive documentation, FAQs, and knowledge resources for both end users and support staff. Champion a culture of innovation, encouraging experimentation and adoption of new technologies. QUALIFICATIONS Bachelor’s degree in information technology, computer science, management, or a related field. 5 years in IT support or helpdesk roles, including a minimum of 3 years in a managerial or leadership capacity. Relevant certifications such as ITIL, HDI, CompTIA A+, or Microsoft Certified: Modern Desktop Administrator Associate are preferred. Industry certifications such as PMP, TOGAF, AWS, Azure, or similar are a plus. Experience managing Telephony solutions (UCaSS, Teams, etc.) is preferred. Experience supporting remote users in a primarily Cloud based infrastructure Knowledge of Microsoft Intune (Autopilot), Azure, AWS, Copilot and AI tools for productivity is preferred. Solid experience with helpdesk ticketing systems, remote support tools, and service management platforms. Familiarity with ITSM frameworks and best practices. Proven ability to build, lead, motivate, and develop multidisciplinary teams in a dynamic, fast-paced environment. Acute problem-solving abilities and a data-driven approach to operational improvement. Exceptional verbal and written communication skills, with the ability to convey technical concepts to non-technical audiences. Demonstrated success managing organizational change and fostering adaptability within a team. Key Competencies Visionary Leadership: Ability to anticipate future technology trends and position the organization for long-term success. Problem-Solving: Strong analytical skills and creative approach to overcoming challenges. Collaboration: Skilled at working across functional boundaries and building consensus. Adaptability: Comfortable navigating ambiguity and shifting priorities in a fast-paced setting. Integrity: Commitment to transparency, ethical standards, and responsible technology stewardship. Customer-Centric Mindset: Commitment to delivering outstanding service and improving user satisfaction. Strategic Vision: Forward-thinking approach to technology adoption and service evolution. Empathy and Emotional Intelligence: Ability to listen, understand concerns, and address user needs with patience and professionalism. Innovative Spirit: Enthusiasm for exploring and implementing new technologies and support practices. Resilience: Capacity to lead under pressure and manage competing priorities effectively. WHY WORK HERE The American Diabetes Association (ADA) offers a rewarding career working for one of the premier voluntary health organizations in the world supporting people with type 1, type 2 and gestational diabetes. Our employees like working at the ADA because of our mission, the inclusive environment, work-life balance, our benefits and our culture: Industry competitive base pay ranging from $107,000 - $114,000 for this role. Base offers are determined by several factors including but not limited to your relevant work experience, education, certifications, location, internal pay equity, etc. A culture of recognition including new hire welcome announcements, service anniversary awards, referral bonuses, monthly All Employee Assembly, appreciation awards Generous Paid Time Off, including holidays, vacation days, personal days and sick days Comprehensive benefits package including medical, dental, vision, Flexible Spending Accounts (FSA), disability & life insurance, pet insurance and retirement savings Guided by our mission, we provide top tier diabetes supply coverage through our medical benefits program A company focus on offering mental health programs and work/life balance with most of our employees working remote Joining our dedicated team affords the gratification of knowing beyond a doubt that you will impact the lives and well-being of millions   About the Organization The American Diabetes Association (ADA) is a leader in the fight to end diabetes. Our mission is to prevent and cure diabetes and improve the lives of all people affected by diabetes. We provide lifesaving education and resources backed by trusted experts to help people learn how to make life with diabetes easier until the day diabetes is gone for good. Through research, the ADA searches relentlessly for a cure and supports the professionals who provide direct care. Our team is on the ground fighting for those with diabetes who suffer discrimination, health inequity, high health care costs and so much more. Employees of the ADA embrace this mission and vision and keep people living with diabetes at the center of everything we do.   Req Number INF-25-00005   Location Arlington, VA - Onsite   Full-Time/Part-Time Full-Time   Category Information Technology   EOE Statement It is the policy of the American Diabetes Association to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law.   This position is currently accepting applications. Apply Now WE ALSO RECOMMEND Other Jobs Within Same Category Managing Director, Cloud Infrastructure and Security in Remote, Remote Posted on: 12/18/2025 [Apply Now] Other Jobs Within 60 Miles -- None found --

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