Assistant Director, Info Tech #605042
- Employer
- Northern Arizona University
- Location
- Arizona, United States
- Salary
- Salary Commensurate with experience
- Date posted
- Nov 13, 2020
View more
- Position Type
- Faculty Positions, Science, Technology & Mathematics, Computer Sciences & Technology, Executive, Executive Directors
- Employment Level
- Administrative
- 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.
ESSENTIAL RESPONSIBILITIES:
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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