Executive Director of IT Business Administration & User Support

Posting Details

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Job Title

Executive Director of IT Business Administration & User Support

Posting Number


Position Status

Full Time

Assignment Length

This field only applies to Faculty

Grant Funded




Class Code


Pay Rate

Commensurate with education and experience


Trinity River


DT Chief Technology Officer

Job Summary

The Executive Director of IT Business Administration & User Support ( EDITBA ) reports directly to the Chief Technology Officer. The EDITBA leads the development, implementation, and continual service improvement of service management policies, processes, procedures and standards. The EDITBA supports technology capabilities of 21st century students by engaging with users (students, faculty, and staff), transforming customer service towards the required user experience, and delivering user needs to IT operational units. Moreover, responsibilities within the position will extend to the development and implementation of budgetary, compliance and governance procedures, and processes.

Essential Duties and Responsibilities

• Works with the College’s Purchasing and Finance Departments to develop processes and procedures that are efficient to execute the work on a timely basis and each service provider (agent and vendor) meets all contractual obligations;
• Develops and maintains a financial planning and control system
• Oversees the development of the annual IT budget
• Assists departments within the IT Division in the preparation and organization of RFP and IDIQ pools, procurement scopes and supporting documents interfacing with purchasing, IT project management and operations
• Develops and maintains a Software Rationalization and Compliance Program
• Manages and monitors Service Level Agreements ( SLA ) with external vendors and services
• Provides technical support to the Chief Technology Officer during audits
• Leads in all aspects of campus and user support services (Campus Support Services, Tech 24/7 Help Desk, and User Support)
• Provides oversight and guidance for documentation and maintenance of policies, procedures and standards associated with ITSM processes
• Expands, manages and maintains the ITSM process roadmap
• Responsible for deployment, management, and improvement of the ITSM tool in alignment with the current IT Infrastructure Library ( ITIL ) v4 framework components/processes
• Acts as an advocate and change agent for ITSM and ITIL v4 throughout the organization
• Coordinates change management and enhancements to IT service offerings with the vendors and college stakeholders
• Responsible for departmental staffing, training, assessments and performance management
• Attends the workplace regularly, reports to work punctually and follows a work schedule to keep up with the demands of the worksite
• Completes all required training and professional development sessions sponsored through Tarrant County College ( TCC )
• Supports the values of the College: diversity, teaching excellence, student success, innovation and creativity and service to the College
• Supports the mission, values and 3 goals and 8 principles of the College

The duties listed are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

Required Education, Experience, Certifications, Licensures

• Master’s degree from a regionally accredited college or university in Business Administration or a related field, and ten (10) years of experience in the areas of technology planning, financing/budgeting, procurement, management, scheduling and operations; or any equivalent combination of education, training, certification, and directly related experience
• Demonstrated experience in writing and negotiating contracts for technology products and services with emphasis on service level agreements and cost savings

Desired Education, Experience, Certifications, Licensures

• Industry recognized certification(s) in fields related to business processes, business management, data and financial analytics and service organization mangment or improvement
• Demonstrated experience in leading customer facing service organizations such as technical support, help desk, onsite support technicians, etc.

Knowledge, Skills and Ability

• Being an organized, coordinated, and highly collaborative leader will be needed to successfully and strategically meet tasks and IT initiatives.
• Knowledge of and the ability to apply the principles and practices of ITIL standards to ensure best practices for IT Service Management
• Experience within an institution of Higher Education
• Experience presenting reports and analysis and respond to questions from groups of executives, managers, staff and the public
• Experience with video production technology and support
• Ability to manage and lead employees, ability to effectively delegate, and experience with HR processes relating to direct reports such as performance management, development, counseling, coaching, feedback, etc.
• Ability to create detailed accounting and analytical reports, correspondence, procedural manuals, group presentations and analysis
• Strong organizational skills
• Experience with computerized financial systems
• Proficiency with word processing, spreadsheet and presentation software
• Excellent customer service and interpersonal skills
• Excellent oral and written communication skills


Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

Special Instructions Summary




Bob Pacheco


Applicant Documents
Required Documents
  1. Resume / Curriculum Vitae
Optional Documents
  1. Cover Letter
  2. Unofficial Transcripts
  3. Certification / License

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