Job Details

Position Summary:

Major Duties:

• Provide leadership and service management for client-facing technology services; provide organizational development, process development, implementation, and assessment of a model for continuous improvement of processes, policies, protocols, and procedures relating to client-facing technology services
• Provide leadership and management oversight of IT Liaisons. Recruit, hire, retain, develop, direct and manage employees; address and resolve personnel issues to include recommending disciplinary action, approve leave requests, manage performance, and complete formal employee performance appraisals.
• Facilitate periodic skill assessments, staff training and knowledge transfer.
• Help to prepare strategic and tactical plans for client-facing computing support for the campus in collaboration with the director overseeing Client Services.
• Provide management and leadership for IT Liaisons, assisting with project management, goals and planning, technology assessment, professional development, customer service and vendor relations. Provide administrative leadership for this group including team-building, budgeting/forecasting/planning, acquiring necessary resources and fostering excellent communications.
• Ensure that the team provides the highest quality of service possible to the users of the systems it supports.
• Build partnerships and communication with representatives of the various user communities, including Deans, Associate Deans, Associate Vice Presidents, and Directors, to proactively understand and anticipate requirements and to guarantee that we take the proper measures to meet these requirements and quickly resolve any problems that occur.
• Ensure the availability of end-user computing systems, software, and services that responsively meet the needs of users by providing leadership and direction to the team and participating as appropriate, with that team, in the planning, design, implementation, and maintenance of these.
• Collaborate effectively with the Infrastructure, Systems, Network, Classroom Video Services, Field Operations, Information Systems, Academic Technology, and other campus technology teams to improve and further implement information technology standards and support across campus.
• Provide direction, including evaluation and recommendation of software and implementation methods, for configuring and updating desktop, laptop and mobile device software images across the entire inventory of campus computers (e.g, Microsoft SCCM, JAMF), including numerous specialized and unique scenarios.
• Oversee the identification of hardware and software that can be supported by Technology Services, based on knowledge and understanding of new technology available from vendors.
• Participate in negotiating contracts for purchasing software, hardware and services.
• Lead efforts in the creation, implementation, and maintenance of vision, strategy, policies, processes, protocols, and organizational structures that enable the organization to align with the mission of the university and the overall campus strategic plan.
• Serve as a business relationship manager, customer relationship manager, and business partner in working across all levels and areas of the university, with campus leadership and administration, deans, faculty, and students to provide leadership for a service model of continuously-improving, client-focused technology services.
• Serve as an active member of the leadership and management team of the Technology Services organization to plan for and implement projects, policies, procedures, protocols, and processes that meet the needs of the department and campus to further the goals of the University.
• Keeping up with current technology trends in the area of client services and service management
• Network and collaborate with CSU and other higher ed colleagues
• Perform other duties as assigned

Qualifications:

Required Knowledge, Skills, and Abilities:

The ideal candidate will possess many, if not all, of the following qualifications and characteristics.

• Excellent written and verbal communication skills throughout all levels of an organization and with a variety of audiences
• Strong experience in a customer-service oriented role in a fast-paced environment that is prone to change, preferably in a technology-related area and in higher education.
• Strong characteristics of integrity, excellence, discretion, team-orientation, service-orientation.
• Strong emotional intelligence (awareness of self, self-regulation, ability to bridge styles of others).
• Ability to provide situational leadership.
• Demonstrated experience to lead large-scale projects and sub-committees.
• Knowledge of the principles and practices of personnel supervision.
• Ability to motivate, and to assign and review the work of, technical staff.
• Effective working knowledge of end-user computing hardware, software, and management technologies.
• Demonstrated experience working in a position that requires a high degree of operations and service skills and a proven commitment to promoting and maintaining a service-oriented culture.
• Strong customer service skills and proactive, customer-focused attitude
• Demonstrated ability to develop collaborative relationships with faculty, technical and non-technical management and professional staff, representing various interests and perspectives, along with the ability to influence decisions effectively.
• Exceptional interpersonal skills coupled with the ability to develop an environment that promotes partnership and transparency with other organizations.
• Ability to analyze complex situations such as personnel or operational issues and to develop and implement corrective actions and strategies for department-wide success.
• Ability to prepare written reports and other communications and to develop business cases and negotiate contracts.
• Experience working effectively in a shared decision-making environment.
• High ethical standards and business acumen.
• Strong procedural skills.
• Highly organized with attention to detail.
• Effectiveness in working with a multi-ethnic campus population of students, faculty and staff.

Education, Experience, and Certification:

The ideal candidate will possess many, if not all, of the following qualifications and characteristics.

• A degree from an accredited college in computer science, management information systems, or related field of study.
• Three or more years of experience in a lead or leadership position responsible for delivery and support of client-facing technology services performing and overseeing work based on organizational priorities.
• Familiarity with Information Technology Infrastructure Library (ITIL) or equivalent technology service management methodologies.

Preferred or Specialized Knowledge, Skills, and Abilities:

• ITIL certification.
• Three or more years of experience managing professional staff members
• An advanced degree from an accredited college in a related field of study
• Experience working in a union environment.
• Experience working in higher education and/or large corporate environments desirable.
• Strong technical knowledge of mobile devices, including hardware and software.