Assistant Director, Info Tech #605042

Northern Arizona University
Arizona, United States
Salary Commensurate with experience
Nov 13, 2020
Employment Level
Employment Type
Full Time

***This position is open to current regular, benefit-eligible Information Technology Services employees ONLY. (Temporary employees, student workers, variable-hour benefit-eligible employees, and other non-regular employees are not eligible to apply).***

Job Description

Following strategic direction form the Chief Information Officer and the Director of the Service Desk & Technical Support Services, this position assists the Director in managing a professional staff charged with providing end-user or client computing support to the NAU community. This position also assists in the direct management of the Technical Support Services division (Desktop IT Support Services) at the Flagstaff Mountain Campus with additional coordination with the Desktop Technical Support Services for our Statewide operations division.


Provide leadership and vision to the Student Technology Center, Solution Center, Learning Management Systems, and the Flagstaff Campus Desktop Support teams. Responsible for goal setting and developing staff.
Responsible for setting goals for the Service Desk and Technical Support Services teams that align with the mission of NAU, ITS and organizing resources to achieve the goals.
Responsible for establishing and reporting performance metrics (quantitative and qualitative) on the performance and effectiveness of services.
Responsible for appropriate and timely communication with Information Technology Services Leadership Team and NAU technology governance committees.
Develop and implement effective means of communicating about services to the NAU community. Inform the NAU community about changes in computing services, policies, training programs, and other issues that affect the end user community.
Assists and helps coordinate the process for communicating outage/emergency activities to the ITS organization and the NAU Community. Works closely with the Emergency Management Coordinator within ITS and the Communications Team to ensure appropriate ITS Teams are involved and keep ITS Leadership aware of status of outages/emergencies.
Provide data and reporting of KPI’s and trends to the Director of Services Desk and Technical Support Services and ITS Leadership as required or requested. Utilize system reports, call center metrics to ensure rapid response and accurate resolution to telephone calls, emails, chat, service requests and incidents.
Maintain knowledge of current technology and management trends in higher education to enable promoting new ideas in support of the mission of NAU.
Seek opportunities to promote innovative use of technology in support of the mission of NAU.
Ensure effective and complete use of current technical resources and products.
Collaborate with areas within ITS, and the NAU community, to identify and/or promote needed partnerships and collaborations to provide services needed to NAU.
Create a service-oriented climate among the Service Desk and Tech Support staff.
Through executive collaboration, develop and implement service level agreements throughout campus and statewide locations on behalf of CIO.
Budgetary oversite
Supervise highly accomplished professional staff.
Provide guidance and consistency in policy and procedure decisions.
Represent the Service Desk & Tech Support unit on various committees and work groups.
On-call 24x7 as needed.
Performs duties of a related nature as assigned by the Director of the SDTSS and or the CIO/VP.

Minimum Qualifications

Bachelor’s Degree in computer science or related field; AND
3-5 years of information technology experience and 2-4 years of management or supervisory experience; OR
A combination of related education, experience, and training may be used as an equivalent to the above Minimum Requirements.

How to Apply

To apply for this position, please click on the "Apply" button on this page. You must submit your application by clicking on the "Submit" button by midnight of the application deadline. If you need assistance completing your application there are instructions available on the Human Resources website or in person in the Human Resources Department located in Building 91 on the NAU Campus - on the corner of Beaver and DuPont Streets.

If you are an individual with a disability and need reasonable accommodation to participate in the hiring process please contact the Office of Equity and Access at: 928-523-3312/TDD - 928-523-1006 or PO Box 4083, Flagstaff AZ 86011.

Equal Employment Opportunity

Northern Arizona University is a committed Equal Opportunity/Affirmative Action Institution. Women, minorities, veterans and individuals with disabilities are encouraged to apply. NAU is responsive to the needs of dual career couples.

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