Director of IT Services, Prescott Campus

Employer
Embry-Riddle Aeronautical University
Location
Arizona, United States
Salary
Salary Not Specified
Posted
Jan 08, 2021
Employment Type
Full Time
Job Description

Embry-Riddle Aeronautical University’s Prescott, Arizona campus is hiring a Director of IT Services. Embry-Riddle's Prescott Campus is respected worldwide for cutting-edge instruction and training for tomorrow’s aviation, aerospace, security and intelligence leaders. Prescott is a mile-high city and its climate reflects seasonable weather excellent for flying. Daytime averages are 80°F in the summer and 45°F in the winter. At 5,000 ft. above sea level, it boasts a mild climate, clean air, pristine wilderness areas, and nearby national forests. The university is a small, private, residential university in the mountains of Arizona with approximately 3,500 students. Staff/faculty/student interaction is highly valued and is a central theme of our campus. It is located 100 miles north of Phoenix and 120 miles south of the Grand Canyon.

Provides leadership, planning, and management of IT Services for the Prescott Campus. This includes, but is not limited to desktop support, audio visual support, events, and IT Services projects. Ensures an effortless customer service experience driving quality, efficiency, and a high level of customer service with all interactions. Monitor workloads through the use of metrics, KPIs, and observation to ensure timely and accurate completion of work orders and projects. Identify trends, anticipate problems, perform root cause analysis, and work across IT to implement preventative measures to ensure a best in class level of support and service. Responsible for ensuring that University IT standards and guidelines are implemented and communicated at the campus level.

Partners with the Prescott Campus leadership to develop and execute technology strategic and tactical initiatives. Ensures the Information Technology strategy is aligned with the Prescott Campus strategy, including administrative, academic, and research goals. Serves as the primary point of contact, engaging with the Prescott Campus constituents to identify technology solutions that meet the campus business needs. Provide project management and oversight of IT Services projects for Prescott. Maintain open and collaborative communications between IT and the Prescott Campus.

ERAU benefits include:

  • Relocation support provided

  • Retirement Plan - ERAU offers immediate vesting and provides a 6% gift and will match up to 3.5% of employee contributions

  • Two BC/BS health plans – PPO and high deductible plan with a health savings account

  • Tuition waivers for employees, spouses, and dependent children will cover one undergraduate and graduate degree per person

  • Use of various campus services: fitness center, library, mail room and enjoy observation flights



Qualifications
  • Bachelor’s Degree in computer science, i nformation technology, or another related field.

  • Leads with transparency and integrity.

  • Extensive experience managing operational customer service teams.

  • Strong knowledge of ITIL best practices for service and incident management.

  • Excellent Customer Service skills.

  • Excellent writing and communication skills. Ability to communicate effectively and professionally with various levels of customers.

  • Must maintain a positive, professional image.

  • Good organizational skills.

  • Ability to plan, manage and implement tasks in a complex university environment.

  • Ability to learn new things and keep up with the pace of change in technology.

  • Solid understanding of the business needs of the campus and the needs of the students.

  • Ability to look for and develop long-term solutions and be proactive in addressing the needs of the campus.

  • General knowledge of information technology trends and practices including networking and desktop computing standards.

  • Ability to collect the appropriate information from the user to expedite the resolution the problem. Demonstrate good judgment in investigating and escalating problems.

  • Ability to apply project management processes to IT projects (e.g., Proposals, Charters, Work plans, etc.) and make adjustments based on individual project complexity and scope.

  • Solid understanding of project management methodologies such as Agile, Scrum, and Waterfall.

  • Demonstrate ability to tactfully handle difficult situations and ability to maintain composure under pressure.

  • Consistently show ability to recognize and deal with priorities. Recognize and perform duties which need to be performed.

  • Ability to coach and develop team members.

  • Ability to manage vendor relationships and grow business partnerships to enhance IT services.

  • Seek guidance and direction as necessary for performance of duties.

  • Maintain cooperative working relationships with University and other Campus Information Technology staff members.

  • Ability to support IT Core Values by focusing on improvements, believing in our team and partners throughout the university, learning from mistakes, being accountable for actions and showing determination, focus and tenacity.

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