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Ensures customer success through strategic planning and operational management of the diverse set of resources and services that comprise the technology support services area.

• Directs planning, prioritizing, scheduling, risk analysis, budget management, tracking and oversight of all projects and products assigned to the information technology support services team.
• Fosters cooperative relationships with team members and subordinate staff with other information technology staff. Encourages and facilitates collaboration, serves as interdepartmental liaison, and proactively seeks out and participates in external partnerships.
• Operates as an institutional advocate for the effective use of technology needs to support the administrative and academic functions of the University. Works with stakeholders to analyze their needs and manage the implementation of solutions and delivery of services.
• Collaborates with department leadership to establish and maintain information technology services roadmaps that are responsive to and aligned with strategic, business, and institutional goals and priorities.
• Ensures that information technology support services meet University goals through effective strategic planning, governance, and collaboration.
• Manages relationships and builds partnerships with internal stakeholders, vendors, and support teams.
• Oversees the support services team that provides information technology support for all University members including senior leadership. This includes day-to-day desktop, and mobile device support.
• Manages the audio-visual and live streaming support for all board meetings and commencement ceremonies including special one-off events live-streamed campus-wide or special requests from various colleges.
• Participates in the department leadership team.

Minimum qualifications based upon job documentation and industry best practices. Any current employees not meeting these qualifications will be grandfathered until they move to a different job.

• Bachelor’s degree in related field from an accredited institution.

• Five years' relevant experience.
• Supervisory experience.
• Strong interpersonal, written and verbal communication skills.
• Experience developing and documenting policies and procedures.
• Project management experience.
• Budget management experience.
• Vendor management experience.

• Master's degree in related field from an accredited institution.

• Relevant industry certification.

Office or other indoor work with minimal physical demands such as occasionally lifting or moving materials less than 25 pounds.

Work is generally performed in a well-lit, temperature-controlled indoor environment with occasional exposure to the outdoors or any number of elements.

Revised: 2023-12-04