Must be authorized to work in the United States on a full-time basis for any employer.
Provide strategic and operational leadership for the User Services unit of Information Technology Services, encompassing the Help Desk, ID Center, computer labs and desktop management. Deliver exceptional customer experiences for 70,000+ customers across the university and work collaboratively with campus leaders.
LEAD AND DEFINE A VISION: Provide strategic and operational leadership for the central IT service organization. Define a vision for IT customer engagement and support; identify and implement cost-effective strategies to improve the customer experience; increase efficiencies through creative problem solving, best practices, and new technologies. ENHANCE CUSTOMER SERVICE: Foster an innovative, customer-focused support organization. Cultivate a culture of world-class service. Build, lead, and align teams to ensure that customers' expectations are exceeded. MOTIVATE AND BUILD A STRONG TEAM: Develop talented employees. Supervise, coordinate, and evaluate the work of managers and supervisors for the User Services unit of over 40 full-time employees and approximately 60 hourly/student employees. Establish quality goals and metrics. Measure performance and customer satisfaction to foster continuous improvement. ADVANCE IT SERVICES: Cultivate the use of central IT services through strong working relationships with university leaders. Work collaboratively with the campus community and look for partnership opportunities to develop relevant, sustainable solutions for campus.
Other related functions as assigned.
Bachelor's degree. 10 years of demonstrated operational management experience in customer-oriented IT services. Strong customer relationship skills; identifying customers' business needs and providing and enhancing solutions to best address those needs. Entrepreneurial spirit and experience growing lines of service. Demonstrated professional experience in delivering high-quality, customer-oriented IT services. Strong operational management experience, requiring technical knowledge balanced with effective communication and leadership skills, including coaching, consensus building, and the ability to effectively manage budgets and resources to address competing priorities. Ability to communicate with staff at all levels, customers, senior university leaders, vendors and a diverse set of constituencies, both technical and non-technical. Demonstrated ability to foster a positive work environment, and provide leadership and high levels of motivation and accountability. Ability to manage diverse IT environments. Ability to exercise discretion, independent judgment, and vision. Equivalent combination of relevant education and experience may be substituted as appropriate.
Advanced Degree. More than 10 years of demonstrated operational management experience in customer-oriented IT services. Prior work experience in higher education. Demonstrated ability to work in distributed IT environments.
May work around standard office conditions Repetitive use of a keyboard at a workstation Use of manual dexterity Work performed on concurrent multiple projects under pressure of rigid deadlines or time limitations. May require occasional extended work hours or on-call obligation.