Status: Full-time, Exempt, Year-Round
Location: Hybrid within 90 minutes driving distance from Becket, MA
Reports to: Deputy Director
Department: Information Technology
Works with: All departments
Supervises: Tessitura Administrator, Network and Server Administrator, and the Technology Support Specialist.
Compensation: $85,000 - $100,000 GRADE 6 (less applicable tax withholdings)
Benefits: (YEAR ROUND): Health and dental insurance, FSA, 403B contribution, paid time off, life insurance, short- and long-term disability, Employee Assistance Program.
Benefits: (SUMMER ONLY): three meals a day, free access to classes, performances, talks, and studio usage.

GENERAL SUMMARY

The Director of Information Technology is a pivotal leadership role responsible for overseeing the entire technology infrastructure at Jacob’s Pillow. This includes ensuring the seamless operation of IT systems that support both the day-to-day activities and strategic goals of all departments. The Director provides both technical expertise and vision, enabling the organization to remain efficient, secure, and forward-thinking. By managing essential systems—ranging from hardware and software solutions to database administration and network security—the Director plays a key role in aligning technology with the organization's objectives, particularly during the Festival season, and for its digital programming.

ESSENTIAL JOB FUNCTIONS

• Provides leadership to Jacob’s Pillow around Information Technology by developing short- and long-term plans to support strategic initiatives.
• Ensures continuous and reliable availability of Information Technology (“IT”) resources and provides the most effective software and hardware solutions for various business, archival, and programming functions, including LAN, radio network, WiFi, telephone, SAS applications, CRM, DAMS, printers, mobile devices, office machines, and other end-user apps and equipment.
• Documents and leads efforts for improvement of information systems effectiveness, and related business processes.
• Establishes standards for enterprise database (i.e., Tessitura) functionality and supervises its administration, with priority given to data quality assurance and useful and reliable reporting.
• Lead a staff of three to provide excellent customer service for all departments and constituents.
• Serves as a technical resource to all departments and leads cross-department projects requiring the use of technology and communications infrastructure.
• As a department head, fulfills all management responsibilities related to budgeting, planning, staff supervision, and evaluation.

OTHER DUTIES AND RESPONSIBILITIES

Systems Administration

• Oversees system administration for enterprise CRM and ticketing database (i.e., Tessitura), and other key business applications as required: accounting system, retail inventory management and sales, digital asset management, school applications, etc. as well as related tools, forms, and applications.
• Serves as system administrator for Google organizational account, local area, and printer network, Software as a Service (“SaaS”), (e.g., Shopify, Formstack, Adobe, Stripe, Verizon, Windstream, etc.), and Allworx Voice over IP (“VoIP”) system.
• Ensures IT resources are secure, including Payment Card Industry (“PCI”) compliance, as well as standard security practices to minimize vulnerability.

IT Hardware Infrastructure

• Develops, maintains, and manages device map and inventory.
• Leads efforts to develop and document IT infrastructure, including fiber and Wi-Fi.
• Implements Festival Setup and Strike processes for IT resources.
• Manages deployment, maintenance, and repair of all equipment.
• Supports video documentation function and graphics design function (both Apple-based), including backups.

Software infrastructure

• Provides database support, administration, and development.
• Manages system design and integration, applications, network software infrastructure, and cloud services.
• Manages software licenses, upgrades, and additions.

Resource Development

• Plans for IT resource development, leading to an organizationally supported five-year hardware refresh cycle.
• Develops requests for proposals (“RFPs”) for databases, managed services, and other IT support, and oversees evaluation processes.
• Ensures sufficient storage, including backups, is available for video, graphics, local file servers, archives, and cloud resources.
• Maximizes utility of deployed resources such as Google system.
• Plans for seasonal hardware and software needs.
• Coordinates seasonal plan development across departments.

Continuity of Operations Plan

• Manages backups, server administration, and configuration data.
• Provisions on-call emergency resources.
• Maintains succession documentation and planning including cross-training of department members.
• Ensures an effective Continuity of Operations plan is in place.

Staff Training

• Implements operations and systems orientation and in-service training for all employees including interns, plays a key role in onboarding.
• Ensures adequate database training for all staff.
• Provides other training related to the overall scope of the function.

Procedure Documentation/Business Rules

• Creates and maintains a comprehensive Information Systems Operations Manual as an essential element of the Continuity of Operations plan.
• Approves business rules for database and related applications and supports enforcement, organization-wide.
• Develops process documents related to IT, with the involvement of affected staff.

Operations

• Develops and maintains web forms for applications and revenue collection.
• Manages rotating on-call 24/7 operations for IT, particularly during the Festival and other events.
• Produces ad hoc reports for various departments.
• Performs minor equipment troubleshooting, repairs, and maintenance.
• Supports third-party vendors’/contractors’ on-site requirements, as needed.
• Coordinates and leads InfoSec efforts within the organization including external audits, penetration testing, reporting, and resolution of findings.
• Performs additional duties, as assigned.

REQUIRED KNOWLEDGE, SKILLS & QUALIFICATIONS

• Bachelor's degree, preferably in computer science, MIS, or a similar field, or equivalent combination of education, comparable experience, and/or training in the field.
• Minimum of three to five years of previous experience in a related or comparable position, and eight to ten years overall in a complex operating environment.
• Prioritize and share the values of Inclusion, Diversity, Equity, and Accessibility.
• Familiarity with the requirements of technical and media production, and online catalogs or libraries.
• Prior experience leading project management teams and setting short- and long-range objectives.
•  Basic knowledge is required in areas such as database management, e-communication systems, optimization, and best practices, along with application and systems integration and support. Familiarity with Windows Server 2012/Active Directory, Google Suite, network security, and PC/Mac hardware maintenance and optimization is essential. This includes configuring Microsoft Office, cloud-based productivity tools, network printer integration with Office applications, and network scanning, inventory, and Help Desk applications. Understanding best practices for local and cloud backups, telephone system operations (including VOIP), web content management systems, PCI compliance, mobile apps, and managing service provider interactions is also expected.
• Accurate, detail-oriented self-starter with a strong analytical approach to problem-solving and communication, able to manage multiple projects and deadlines effectively.
• Ability to work independently while handling confidential information with discretion and sound judgment.

PREFERRED KNOWLEDGE, SKILLS & QUALIFICATIONS

• Prior experience with non-profit performing arts organizations is preferred.
• Basic knowledge of Tessitura is preferred.
• Appreciation for dance and the performing arts.
• Commitment to ongoing professional development by staying current with industry trends, best practices, and new technology, while also supporting and encouraging staff growth both within the department and across the organization.

WORKING CONDITIONS/PHYSICAL DEMANDS

• Office setting: includes sitting, standing, bending, and moving. Ability to move equipment, up to twenty-five pounds across campus for various needs.

*We believe that no one meets 100% of the listed qualifications. We are less concerned about whether you’ve done everything on a laundry list of specific things and more interested in cultivating a pool of candidates who want to join a connected, mission-driven, hard-working team driven by creativity, curiosity, inclusion, integrity, flexibility, and partnership.

HIRING PROCESS

1. Apply: Interested individuals are encouraged to send a cover letter, resume, and references by submitting an application using the “Apply” buttons below. Video and/or audio applications are welcome (though not required) in addition to written expressions of interest.
2. Interview: Pre-screening on Zoom, Hiring Manager Interview on Zoom, In-Person Interview with Panel, Hiring Manager, and Tour of Grounds.
3. Supplemental Materials: A writing sample, spreadsheet example, or other relevant materials may be requested from candidates should they be top candidates.

If you need accommodations to make this application process happen, please connect with us at hr@jacobspillow.org. We will work to support you through the application process via email, phone call, and/or video chat.