Job Summary/Basic Function: Position Summary: The Director provides leadership and management for the IT service desk which acts as a primary point of contact for timely and consistent response to technology related support calls for the campus community. As a component of the customer support team, the director also has responsibility for desktop computing as well as campus computing labs; implementing technologies and practices to continuously improve the effectiveness, efficiency, and sustainability of service delivery and promote adoption of proven industry practices across the university using persuasive influence and collaborative relationships. The director will also be responsible for developing and administering IT service quality monitoring and improvement plans and procedures. This will include the identification, collection, analysis, measurement and reporting of IT service delivery data. Initial areas include service desk, client computing and campus computing labs but may extend to other IT services. By promoting a service-oriented culture, the director will determine customer needs and incorporate them into the design and overall plan for service delivery with a team that consists of full-time staff, part-time staff, student assistants and professional service partners.
Reports to: Vice President/Chief Information Officer (CIO)
Duties and Responsibilities:
Provide leadership and vision for the IT service desk and campus-wide computer resources. The director is responsible for the full lifecycle of customer support from initial contact through resolution confirmation and customer satisfaction monitoring/reporting and establishes priorities and sets direction to meet both short- and long-term goals for all areas of responsibility.
Oversee management and operations of the IT Service Desk, Client Computing and Campus Computing Labs. Partner with appropriate instructional departments, administrative departments, executive offices, IT management team, students, strategic vendors and other off-campus organizations to define and establish goals, priorities, operational and strategic plans for providing support that meets the university's current and future needs. o Maintain responsive and accountable services, with rapid response to customer requests and appropriate follow-through. Manage customer expectations and anticipate customer needs; continually review existing services based on changed university requirements; and design appropriate new services, anticipating the dynamic information technology environment. o Develop innovative and best practice approaches to enhance communication with customers, knowledge/issue management and escalation procedures. o Establish campus-wide management of desktop-based computing resources based on proven higher education support models as well as industry standard practices, methodologies and tools. o Analyze and report on the service desk support performance through various statistical and reporting methods for both call and field support. o Continuously seek to improve existing services and identify new service opportunities. o Coordinate the development and review of Service Level Agreements (SLAs) with other areas of the Information Technology Department and with key customer groups to establish realistic expectations and continually increase customer satisfaction within budget and other university constraints. o Develop and maintain a change management strategy based on a situational awareness of the details of the change and the groups being impacted by the change. o Establish and maintain university policies and standards supporting areas of responsibility. Create processes and procedures to ensure a consistent high level of customer satisfaction. o Deliver accurate and helpful service information via the IT website and other channels. Ensure instructional materials for support staff and customers are available. o Recruit, hire, evaluate and develop staff to ensure efficient operations. Implement innovative staffing, scheduling and self-service models to provide superior customer support coverage within budget constraints. Mentor staff to promote a customer care philosophy that ensures customer satisfaction.
Establish and maintain positive working relationships with IT teams and distributed academic technicians to support collaborative work assignments and increased standardization.
Serve as a member of the Information Technology Management team, assist in advancing the department's efforts to provide information technology leadership and build a values-based organization focused on service excellence.
Manage the departmental budget for student workers, software licensing, maintenance, upgrade schedules and analyze new technologies to assist in budgetary constraints.
Minimum Qualifications: Education and Experience (Minimum) Bachelors degree required. Five years leadership and supervisory experience. Seven years experience successfully managing and providing end user IT services. Proven leadership planning and implementing enterprise level solutions. The director will be an experienced and innovative customer service focused technology manager with a demonstrated record of leadership, problem solving skills and organizational abilities. The successful candidate should have experience managing projects and be familiar with formal project management methodology.
Knowledge, Skills, and Abilities required: The position requires a combination of technical, management, customer service, analytical and political skills, with demonstrated success in team-building and training staff to be responsive to supporting technology across an enterprise organization. The position requires the ability to work collaboratively with other units in Information Technology and across the university to deliver coordinated and consistent high-quality service levels based on an extensive knowledge of enterprise IT services. The director must be an outstanding leader and spokesperson to promote technology across the campus. The information Technology service desk is a key component in providing access to electronic resources that support productivity and education across the institution. The directors creativity, judgment, communication skills and leadership are crucial to support IT customers with innovative and productive systems. The director must demonstrate: o excellent written and verbal communication skills with the ability to author policies, procedures, and proposals. o independent problem-solving and decision-making, self-direction, and ability to manage a complex workload. o the ability to coordinate and integrate Information Technology systems support, maintenance, development, enhancement and modifications from an overall information technology perspective. o the ability to effectively manage multiple, competing, high-priority projects. o the ability to comprehend and express complex technical concepts effectively, both verbally and in writing, to technical and non-technical audiences.
Preferred Qualifications: Preferred Qualifications: Masters degree. Experience in a customer-oriented environment. Experience with a variety of hardware and software platforms Experience delivery IT services within an institution of higher education Experience with Microsoft SCCM ITIL Certification
Security Sensitive Statement: This position is security-sensitive and thereby subject to the provisions of the Texas Education Code 51.215, which authorizes the employer to obtain criminal history record information.
Lamar University is an affirmative action/equal opportunity employer. It is the policy of Lamar University not to discriminate on the basis of non-relevant criteria including, but not limited to race, color, religion, sex, sexual orientation, gender identity and expression, national origin, age, disability, or veteran status in its educational programs, activities, admissions or employment practices.
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Home to more than 14,000 students, Lamar University is one of the fastest growing universities in Texas and is a member of The Texas State University System. LU offers more than 100 programs of study leading to bachelor’s, master’s and doctoral degrees. The 270-acre campus in Beaumont is about 90 miles east of Houston and about 25 miles west of Louisiana
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