Director Enterprise Support 4502BR ITS Enterprise Support Finance & Administration
Professional Area: Employment Category: Fulltime Staff Job Function:Wage Band: 123A
Detailed Job Description The Director, Enterprise Support and Service Delivery creates the vision and plans to build outstanding delivery of key university services. This leader creates a multi-tier level service model which leverages emerging technologies and new service practices while delivering outstanding customer service across multiple departments and divisions.
This role is accountable for the introduction and implementation of innovative best practices across the enterprise for service delivery and management. The Director, Enterprise Support and Service Delivery will work closely with the Project Management Office and business stakeholders to design and implement processes, monitor and deliver continual service improvement for high quality services that meet the customer needs and expectations. This role understands the needs and concerns of user groups/customer and applies knowledge to better meet those needs.
This role is a member of the ITS Senior Leadership Team ensuring the perspectives of the customers are included in decision making.
Required Minimum Qualifications
Bachelor's degree or equivalent experience
8 or more years of progressive management experience
4 or more years of direct-report personnel management experience
Proven success providing outstanding customer service
10 or more years experience developing and managing delivery of services
Familiarity with IT security policies, procedures and standards
Excellent leadership skills including ability to maintain composure while managing campus-wide IT emergencies and disaster recovery through restoration of service
Outstanding relationship building and customer service experience
Excellent communication and interpersonal skills, active listening and diplomacy
Demonstrable skills and experience in critical thinking, customer service, team leadership, problem solving, decision making, and time management.
Possess the self-initiative to be given general guidance on an objective and achieve that objective with minimal direction.
Excellent analytical and troubleshooting skills
A willingness and ability to work as part of a team as well as an individual contributor
present complex technical concepts in an appropriate manner that can be understood by business partners, technical staff, and end users
translate organizational goals and objectives into executable projects
develop and facilitate effective meetings, workshops, training and presentations
willingness and ability to work as part of a team as well as an individual contributor
develop and coach staff and effectively manage staff performance
learn new technical, functional, and business concepts implemented at RIT
adapt to new organizational, business, and technical environments
lead and manage organizational change
Responsible for understanding and following information security best practices, university policies, and information security standards impacting this role including use of any tools, technologies, services, and processes required to protect the universitys information assets.
Work collaboratively to identify, communicate, and where appropriate, manage or remediate risks and information security vulnerabilities.
2 or more years of experience managing Support functions
2 or more years of experience of managing tiered organizations including managers
2 or more years of experience in ownership or management of an ITIL process, i.e. Incident, Problem and/or Change
ITIL Foundations Certification
Familiarity with higher education environment
Familiarity or experience with security frameworks and guidelines (NIST, PCI etc)
Familiarity or experience with Software Development Life Cycle (SDLCs, ERP Solutions, Web and Mobile Development, Data Management and Analytics and/or Application Architectures and Agile Methodology
Required Application Documents Cover Letter, Curriculum Vitae or Resume
Additional Details The hiring process for this position may require a criminal background check and/or motor vehicle records check. Any verbal or written offer made is contingent on satisfactory results, as determined by Human Resources.RIT does not discriminate. RIT promotes and values diversity, pluralism and inclusion in the work place. RIT provides equal opportunity to all qualified individuals and does not discriminate on the basis of race, color, creed, age, marital status, sex, gender, religion, sexual orientation, gender identity, gender expression, national origin, veteran status or disability in its hiring, admissions, educational programs and activities.RIT provides reasonable accommodations to applicants with disabilities under the Rehabilitation Act, the Americans with Disabilities Act, the New York Human Rights Law, or similar applicable law. If you need reasonable accommodation for any part of the application and hiring process, and you wish to discuss potential accommodations related to your application for employment at RIT, please contact the Human Resources office at 585-475-2424 or email your request to Careers@rit.edu.
Rochester Institute of Technology, the 10th largest private university in the U.S., is among the worlds leading technological universities. Its 18,000 undergraduate and graduate students from all 50 states and more than 100 countries are enrolled in over 200 academic programs, including 7 interdisciplinary Ph.D. programs. A pioneer in experiential education, RIT was the first to offer undergraduate degree programs in biotechnology, information technology, software engineering, and microelectronic engineering. As home to the National Technical Institute for the Deaf, the university offers unparalleled academic opportunities and services for the deaf and hard-of-hearing. Founded in 1829, RIT has 115,000 alumni throughout the United States and around the world. RIT has been named by the Chronicle of Higher Education as one of the Great Colleges to Work For. RIT is a National Science Foundation ADVANCE Institutional Transformation site, and is responsive to the needs of dual-career couples through the Upstate NY Higher Education Recruitment Consortium. For more information, visit www.rit.edu/overview/rankings-and-recognition and www.rit.edu.
As a member of the RIT community employees receive a well-balanced benefits package that offers a variety of choices and access to additional employment advantages. These benefits, combined with an employees pay, provide a total compensation package that can be tailored to meet your needs. More on RITs Benefits, Health & Wellness program can be found at: https://www.rit.edu/fa/humanresources/content/benefits-health-and-wellness
RIT does not discriminate. RIT is an equal opportunity employer that promotes and values diversity, pluralism, and inclusion. For more information or inquiries, please visit RIT/TitleIX or the U.S. Department of Education at ED.Gov
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THE UNIVERSITY AND ROCHESTER COMMUNITY:RIT is a national leader in professional and career-oriented education. Talented, ambitious, and creative students of all cultures and backgrounds from all 50 states and more than 100 countries have chosen to attend RIT. Founded in 1829, Rochester Institute of Technology is a privately endowed, coeducational university with nine colleges emphasizing career education and experiential learning. With approximately 15,000 undergraduates and 2,900 graduate students, RIT is one of the largest private universities in the nation. RIT offers a rich array of degree programs in engineering, science, business, and the arts, and is home to the National Technical Institute for the Deaf. RIT has been honored by The Chronicle of Higher Education as one of the “Great Colleges to Work For” for four years. RIT is responsive to the needs of dual-career couples by our membership in the Upstate NY HERC.Rochester, situated between Lake Ontario and the Finger Lakes region, is the 79th largest city in the United States and the third largest metropolitan area in New York State. The Greater Rochester region, which is home to over one million people, is rich in cultural ...and ethnic diversity, with a population comprised of approximately 16% African and Latin Americans and another 7% of international origin. It is also home to the largest deaf community per capita in the U.S. Rochester ranks 3rd among the best metropolitan regions for “raising a family" by Forbes Magazine; 6th among 379 metropolitan areas as “Best Places to Live in America” by Places Rated Almanac; 1st in Expansion Management Magazine’s ranking of metropolitan areas having the best “quality of life in the nation”; and is among Essence Magazine’s “Top 10 Cities for Black Families.”