Description:
Essential Job Functions
- Develop and execute short-term and long-term strategies for IT service management that align with industry standards and best practices; develop management practices and procedures that support and measure the capabilities, quality, and efficiency of IT service support activities and staff; proactively adjust resources as needed to meet or exceed established service levels.
- Focus on team development, operational excellence, continuous improvement, and team development in support of client needs. Refine and innovate service delivery processes to increase client satisfaction, promote automation and reduce operational costs.
- Establish a workplace culture that attracts, develops, and retains high-caliber employees, supports clear and proactive communication, and builds trust across the team and the college.
- Demonstrate the value provided by IT Client Experience activities through a combination of qualitative and quantitative service performance and client satisfaction metrics; identify and report on key performance indicators, and implement standardized reporting processes and procedures.
- Coordinate resolution of complex issues that involve multiple technical resources. Facilitate client communications during service interruptions or outages. Serve as the escalation point for client service problems or complaints. Leverage campus governance to gain insight about user needs and priorities, and lead campus communication regarding service improvements, system changes, and ITS updates.
- Develop, maintain, and educate the community about the ITS service catalog. Develop and maintain the necessary documentation for both internal and external clients.
- Coordinate and lead internal projects, communication plans, and technology change initiatives. Coordinate cross-functional teams of technical and non-technical resources to support system enhancements and projects such as new software implementations, major application upgrades, and hardware platform upgrades.
- Streamline processes and ensure the adoption of technology solutions that align with organizational objectives in support of an evolving digital workplace and in alignment with best practices in support of learning and teaching at Denison.
- Lead all aspects of the annual computer replacement cycle—including selecting new models with vendors, identifying devices eligible for replacement, confirming clients’ desired models, and overseeing team members’ work to configure and deploy technology.
- Manage budgeting for Denison’s desktop technology and computing lab purchases.
- In coordination with the ITS Service Desk, support other standard workplace technologies, such as desk phones, softphones, headsets, printers, and multifunction devices.
- Provide expert-level support to faculty and staff for both office and lab/e-classroom workspaces.
Minimum Qualifications
Bachelor’s degree in a related field. An associate’s degree with additional experience may be considered in lieu of a Bachelor’s degree. A minimum of five (5) years of progressive management or leadership experience is required, preferably in information technology.
Experience managing a team of service professionals including strong leadership, coaching, and mentoring skills. Proven experience planning, leading, and managing IT support or operational teams based on industry best practices and cultivating and developing high-performing teams that possess a strong service ethic, requisite technical skills, and a continuous improvement mindset. Demonstrated project leadership and communication skills.Strong commitment to client success along with a comprehensive understanding of how to enable that success through information technology and process management. Skilled consensus builder with a capacity to foster a sense of possibility, support positive change on campus, initiate and foster collaborative partnerships, and influence key stakeholders across the organization.Strong understanding of technical troubleshooting methodology. Ability to work with a range of technical staff to develop joint solutions. Ability to facilitate problem-solving among diverse groups with varying needs and priorities, and to communicate clearly and professionally with clients, technical staff, and senior leadership.