At Make-A-Wish® America, we are more than just a workplace — our mission is transformative. Together, we fulfill life-changing wishes for children with critical illnesses. Inspired by one boy's wish to become a police officer, Make-A-Wish has, with the help of our volunteers, donors, staff, and supporters, granted over 600,000 wishes worldwide, making a profound impact on countless lives.

THE TEAM 

Make-A-Wish America is the national headquarters for our organization, providing resources and support for our Chapters around the country. The Information Technology team is comprised of a diverse team of technologists responsible for building and operating the technologies that enable Make-A-Wish to grant the wish of every eligible child.  

THE ROLE 

The Director is responsible to understand complex problems and finding all the possible solutions. provide strategic direction, day-to-day leadership, and management of Architecture and Engineering groups consisting of IT system architects, systems engineers and systems administrators. Requires excellent stakeholder management skills and can communicate effectively with all levels of the organization. The candidate must have experience leading highly skilled professionals in a fast-paced environment with an emphasis on quality service delivery. Responsible for tier 2 and tier 3 support service desk tickets for network, servers, email and Internet access, telephony, and data integrity. The position is also responsible for defining and meeting metrics and benchmarks, ensuring staff meet and exceed performance expectations, and that customer service meets standards.

WHERE YOU COME IN 

As the Director, Infrastructure Architecture and Engineering at Make-A-Wish America you will have the following responsibilities: 

 · Managing a team of infrastructure architects and engineers, providing guidance, mentorship, and professional development opportunities.

· Overseeing the delivery of infrastructure projects on time and within budget.

· Monitoring and optimizing the performance and availability of infrastructure including servers, network, storage, telecommunications, and collaboration services.

· Assess and communicate risks associated with technology-related investments and purchases.

· Oversees operation and continuous improvement of the technology architecture lifecycle, including design, upgrade, patch management, incident, problem and change management, root cause analysis and managed service delivery, whether performed by internal or third-party solution providers.

· Develop business case justifications and cost/benefit analyses for all new and existing IT products and services spending and initiatives.

· Conduct research to remain up-to-date and knowledgeable in regard to industry trends and emerging technologies in anticipation of new business needs and associated processes, and system alterations and innovations to meet existing and future growth opportunities.

· Stays current with technological developments related to IT infrastructure and operations and their management practices. Occasionally present information at national and local conferences.

· Promotes the use of technology through effective organizational change management, enabling the workforce to utilize new technologies in support of the strategic business plan.

· Acts as an integral part of the IT team, strongly collaborating with project management teams to ensure high quality solutions are delivered.

· Optimize costs of organization-wide IT services through internal and external sources.

· Leads the design, specification, configuration, and installation of systems/storage/ network, software, telecommunication services and internet providers.

· Facilitate communication between management, staff, and customers to ensure an effective approach to the implementation of IT solutions.

· Research and recommend purchases and negotiate with vendors to ensure cost-effective purchasing decisions.

· Ensuring the strategy and technology roadmaps are in place and reviewed regularly with employees.

· Develops project schedule, risks, interfaces, costs, budgets, and milestones for IT projects. Coordinates project teams.

· Performs other related job duties, as assigned

WHAT YOU’LL NEED 

 Knowledge and Abilities:

· Thorough knowledge of technology infrastructure necessary to run an enterprise in support of business systems.

· Proven track record in the selection, design and implementation of new technologies and work processes.

· Proficiency in project management, vendor management, technology oversight and delivery.

· Successful problem-solving abilities.

· Excellent leadership skills that inspire and motivate others to succeed.

· Possesses strong written and verbal communication skills.

· Demonstrated success at delivering customer service and managing for service excellence.

· Engage effectively with professionals at all levels of the organization to deliver easy-to-understand communication about technology.

· Organize work, prioritize and delegate to meet deadlines. Make timely decisions with sound judgment.

Qualifications:

· Bachelor’s Degree in technical or engineering discipline, or equivalent experience and certifications

· Thorough understanding of compute, network, server, and telecommunications infrastructure, high-availability solutions and root cause analysis required.

· Experience with Microsoft 365, Teams, Copilot, Cisco, Cloud and ITSM solutions required.

· Proficiency in customer service and endpoint delivery aspect of technology required.

· Preferred Certifications: ITIL (v4), CAPM, CGEIT, CITM, Six Sigma

· Five (5) to ten (10) years of combined management experience in four (4) or more of the following areas:

o Managing cross-functional teams

o Developing and implementing business technology solutions

o Assessing enterprise and/or departmental business requirements

o Providing governance and advice to business partners

o Identifying technologies/ methods/ systems used to deliver solutions

o Managing multiple technical products and projects

o Overseeing a Program of business technology projects

o Ensuring projects and development activities are fully aligned with the overall business strategic plan

o Creating, maintaining, and managing a comprehensive project and service roadmap

Working Conditions:

· Ability to thrive in a remote environment

· Some travel required.

· May on occasion require work outside a traditional Monday – Friday work week, and outside of normal business hours.

WHAT WE OFFER 

BENEFITS 

• Comprehensive benefit package, effective day 1: Medical, Vision*, Dental*, Wellness
• Competitive compensation with annual incentive potential    
• Health Savings Account and Flexible Spending Account Options    
• Health Reimbursement Account fully funded by Make-A-Wish 
• Short Term Disability*, Long Term Disability* and Life Insurance 
• Additional Insurance Plans: Accident, Critical Illness, Hospital Indemnity, Pet Insurance through Figo 
• 401(k) Retirement Savings Plan with 5% match after one year of service
• Eligibility for student loan forgiveness through the Public Service Loan Forgiveness Program   
• The organization will send a laptop, 24” monitor, and a docking station/adaptor to new hires 

TIME OFF 

• Up to 15 PTO days 
• 10 Sick Days 
• 11 Paid Holidays 
• 2 Volunteer Days after one year of service 
• 2 Personal Days accrued annually   
• Parental Leave

ALSO... 

• Employee Awards and Recognition Programs    
• Individual and Leadership Development     
• Discounts and special offers for theme parks, events, hotels, concerts, and movie tickets   

*Monthly premiums paid for the employee for vision, dental, and short/long term disability. 

Who We Are: 

Our vision is to grant the wish of every eligible child. Through our mission, we are uniting communities to grant life-changing wishes.   As the world’s largest wish-granting organization, we strive to create a sense of community and an environment where we warmly embrace our wish families, volunteers, and colleagues.

Joining Make-A-Wish means becoming part of a mission that believes in the power of a wish.  

Trouble submitting an application?

We’re thrilled that you’re interested in joining our mission! If you’re experiencing any hiccups while submitting your application, don’t worry – technology can be tricky sometimes. Here are a couple of quick tips to help you out:  

• Clear Your Cache and Cookies: Sometimes, a fresh start is all you need. Clearing your browser’s cache and cookies can often resolve submission issues.  
• Try a Different Browser: If clearing your cache doesn’t do the trick, switching to another browser might help. Browsers like Chrome, Firefox, Safari, or Edge are all great options. 

We respect and ensure equal opportunity, regardless of race, religion, ethnicity, national origin, age, gender identity, sexual orientation, disability, perceived disability and other legally protected characteristics. Make-A-Wish America utilizes E-Verify in its hiring practices to achieve a lawful workforce.