This position is responsible for implementing and overseeing the IT Support Services Directorate within Computing and Technology Services (CTS). CTS is Duquesne University’s central IT organization. This position is responsible for developing and implementing an overall IT engagement, service, and support strategy that reflects the values of CTS and Duquesne University. IT Support Services act as the front-line of contact for support of central technology services and serve as an essential activity supporting our Service Management discipline. The incumbent will also, in partnership with the Vice President for Information Technology & Chief Information Officer and the CTS Leadership Team, be responsible for cultivating and maintaining excellent relationships with our user community, business partners, and higher education colleagues. This includes developing an understanding of the needs of our campus community and obtain feedback to recalibrate priorities and activities based on such feedback.
This position is responsible for leading, supervising, and managing all aspects of assigned departmental groups and activities as organized and operated by CTS. This position reports to the VP for IT & CIO of Duquesne University. The Director of IT Support Services works as a member of the CTS Leadership Team.
Specific responsibilities include accountability for the following groups/areas:
Works with CTS leadership, CTS staff and key university stakeholders to assess, develop and maintain a comprehensive suite of services that support the Duquesne University user community.
Provides leadership in continuing a culture of innovation and partners with appropriate campus constituencies and vendor partners in developing long-range planning for the suite of services that support the Duquesne University user community. Monitors new developments and current industry best practices and incorporates those as appropriate into the operational management and planning of the IT Support Services directorate.
In partnership with key university stakeholders, oversees and assists with the definition of business and academic requirements (business process mapping, cost-benefit analysis, ROI, TOC . . .), proposes solutions and ensures that on-going and proposed projects remain consistent with the long-term direction of the university’s technology support models. Works with these stakeholders to analyze potential new services and prioritize projects.
Encourages innovation in the systems, applications and services that support the administration, faculty, and students of the university, leveraging current investments while identifying and implementing best of breed solutions and current best practices to improve the efficiency and effectiveness of university operations, including the operations of CTS and the IT Support Services directorate. Works with CTS staff and key university stakeholders to develop solutions with a focus on the customer experience.
Liaises with key university stakeholders and CTS team members to ensure the timely delivery of projects (including meeting estimates of timeframe, cost and delivery) and assists in issue resolution, risk mitigation and status communication when appropriate. This includes working closely with various business leaders to ensure effective development and execution of short- and long-term plans.
Leads complex, institution-wide deployments of technology solutions and services and assist in determining the most appropriate project implementation. Develops, manages and leads large projects and programs that support the administrative, educational and research needs of the University. These efforts will require broad resources from across the institution and perhaps outside of the University (contractors, vendors, peer institutions, others) Oversees and directs the efforts of the IT Support Services directorate, which includes the following functions, services and team assignments;
-The CTS Help Desk provides the central point of contact for all University technology requests.
-The CTS Computer Store provides a central purchasing function for all University technology.
-CTS Computer Labs provide management for academic and research computing resources in multiple University facilities.
-CTS Technical Services provide management for all CTS-managed university endpoint technology.
Directs resources (staff and outside consultants as needed) in the evaluation, prioritization, implementation, maintenance, replacement and retirement of IT services. Ensures scalability and accessibility of those services. Creates and executes a roadmap for deliverables based on requirements, projects, and support functions.
Participates as a creative, supportive peer in strategic planning and tactical reporting processes, in addition to specific financial, personnel, project, and service planning activities that occur on an annual basis.
The incumbent may be called upon to assist in mentoring activities with personnel outside areas of direct responsibility.
The incumbent may be required to manage complex long term and dynamic vendor relationships, including contract negotiations.
Participates in external community outreach and professional activities related to their field, according to their own interest, and affected by relevance to key challenges for CTS and/or Duquesne University. For example, works with external organizations, e.g., EDUCAUSE, on projects or efforts that enhance the reputation of the university as well as maintains proficiency and/or contributes to his/her professional development.
Work will be reviewed through meetings, reports, analysis, and observation of results.
DUTIES AND RESPONSIBILITIES:
Oversees groups of technical, operational managers and staff.
Leads and supervises managers and professionals, leads and assumes responsibility for all major financial and personnel decisions in service of the individual missions of assigned departmental groups and in context of the collective mission of CTS.
Leads, manages, and evaluates performance for all members of the IT Support Services directorate, including highly technically skilled full-time, part-time, and student employees
Ensures delivery of IT infrastructure and services to the university community. Working with the CTS Leadership Team, develops and maintains a sense of confidence and trust in CTS across the campus community to include faculty, students and staff.
Oversees and directs an end user support organization and supporting systems that effectively and efficiently triages and addresses end user support needs with special sensitivity to our academic mission and institutional strategic goals.
Effectively gathers and uses client satisfaction and service use data to inform the work of CTS.
Sets and manages expectations, standards and protocols for problem resolution and escalation; actively monitors and measures service performance
Maintains the CTS service catalog and service level agreements
Communicates on behalf of CTS, including management of the CTS website and various newsletters, with a focus on keeping our community informed of our work; celebrating the innovative use of technology by faculty, students and staff; maximizing the benefits of our service catalog; and maintaining a clear understanding of all IT-related policies and processes.
Performs related work as required.
Bachelor’s degree in computer science, computer engineering, data science, or related field.
Demonstrable record of management in a responsible capacity related to computer and information services.
10 or more years of progressively responsible experience delivering technical or operational computing services in a complex IT environment including previous management experience.
Detailed knowledge of the industry as a whole and emerging technologies in particular.
Demonstrated broad understanding of technical and functional disciplines in IT.
Advanced degree in computer science, computer engineering, data science, or relevant engineering field.
Alternately, the successful candidate will possess any equivalent combination or training and experience which provides the knowledge, skills and abilities required to perform the essential job functions. This includes, but is not limited to the following:
Management and leadership experience in a university environment.
Experience managing multiple groups of similar scope and size.
Ability to successfully manage multi-function and diverse areas.
Ability to administer within and contribute to a team-based management environment.
Excellent analytical, organization, communication, supervisory, and innovative problem-solving skills.
Ability to direct the gathering, representation, and communication of end user needs to technical staff and manage the communication of technical constraints to end users.
Ability to construct and effectively apply staff evaluations.
Ability to function in a team management environment - providing constructive criticism and taking input from members of the CTS Leadership Team and the VP for IT & CIO to reach a consensus about the management of CTS.
Ability to manage complex long term and dynamic vendor relationships, including contract negotiations. Experience with vendor management.
Capability to solve problems, to resolve conflicts and deal effectively with internal and external constituencies maintain composure under stressful situations and with frequent distractions.
Ability to understand technical details to the extent necessary in order to manage areas of responsibility.
Ability to communicate clearly, in detail, both verbally and in written format, to a variety of technical and non-technical constituencies.
Considerable experience in project management and leadership.
Professional experience developing web content and newsletters or other promotional materials.
Experience configuring and using a service management system.
Experience measuring client satisfaction and using data to develop support and service strategies
Experience designing and implementing a comprehensive, accurate and precise deployment management strategy.
Ability to establish and maintain effective working relationships with the University Community.
Sensitivity to the need of each individual to be treated with dignity and respect as it relates to diversity in general and the Mission of the University specifically.
Ability and willingness to contribute actively to the mission and to respect the Spiritan Catholic identity of Duquesne University. The mission is implemented through a commitment to academic excellence, a spirit of service, moral and spiritual values, sensitivity to world concerns, and an ecumenical campus community.
Interested candidates should submit a cover letter, resume, and contact information for three professional references.
Catholic in its mission and ecumenical in spirit, Duquesne University values equality of opportunity as an educational institution and as an employer. We aspire to attract and sustain a diverse faculty and staff that reflects contemporary society, serves our academic goals and enriches our campus community. We particularly encourage applications from members of underrepresented groups and support dual-career couples through our charter membership in this region's HERC (http://www.hercjobs.org/oh-western-pa-wv/).
We invite applicants for this position to learn more about our university and its Spiritan heritage by visiting http://www.duq.edu/about/mission-and-identity/mission-statement. Those invited to campus for an interview may be asked about ways in which they see their talents contributing to the continued growth of our community and furthering its mission.
Duquesne University, a private, Catholic institution, prides itself on being mission-centered and mission-driven. Our employees contribute to our culture of academic excellence and our mission of serving God by serving students. In turn, they enjoy a supportive working environment that values individual talents, encourages teamwork and rewards accomplishments.
A nationally ranked top-tier university, Duquesne has established a legacy of excellence in liberal and professional education. Our 14:1 student-faculty ratio allows our students to work closely with expert faculty. Duquesne has also won accolades and recognition among the nation’s top 20 small research schools for our research initiatives and faculty productivity.
Situated on a 50-acre campus within the city, Duquesne provides a small-town feel in an urban setting. The Pittsburgh region offers a variety of cultural, education and professional opportunities, as well as a safe and affordable lifestyle.
We strive to attract, recruit and retain a dynamic, diverse workforce. Our employees benefit from an array of campus resources that provide convenience and cost savings, including a variety of dining options, a full-ser...vice Starbucks, a retail bank and credit union, a fitness center and year-round wellness programs and onsite parking. Employees also may take advantage of the many educational, cultural and sporting events sponsored by the university.