Come work, play, live, and bask in the golden sun of Tampa, FL. Enjoy the vibrant and diverse culture of this growing technology hub, while working for an innovative and forward-thinking University at the center of it all.
Information Technology and Security at The University of Tampa has an opening for a Director, User Services. Under direction of the Managing Director of IT Operations the Director, User Services is a leadership role for a customer-centric Information Technology and Security organization, ensuring that all customer touch points maintain alignment with a strategic and intentional customer experience. A successful candidate in this role must have a passion for providing transformative experiences that, through exceptional service, empower an academic community to achieve their objectives in education and support of the student learner. It is vital for the individual selected to have exceptional communication skills that facilitate taking the 'pulse' of the customer and reporting to upper management on a frequent basis.
The individual selected will be enabled to re-engineer the user experience, through continuous process improvement, and provide an organizational focus on analytics and proactive customer support. They must have a keen sense for operationalizing how ITS provides value to customers through improving and facilitating their experiences with technology.
The Director, User Services is directly responsible for the day-to-day activities and outcomes of the Service Desk Team, including ITS Service Desk, Service Desk Technical Support and the Computer Labs and Classrooms. They will determine daily work direction, monitoring and distributing workload, assuring quality of work, and providing daily coaching and leadership for all of the staff within the User Services area. The position is also responsible for the Service Desk as it relates to effective ticket management, and policies and procedures that ensure a high level of customer service to all end users.
As the primary customer advocate for ITS, the Director, User Services will be responsible for reporting on tickets (open/closed, distribution, aging, etc.) to the Vice President, Information Technology and Security, and the ITS organization. Reports will include daily, weekly and monthly metrics that drive action and promote success.
Other responsibilities include serving as the lead for all formal communications to the user community. This includes managing the ITS Communications plan for events such as planned and unplanned outages. The individual must understand the needs of faculty, staff, and students and be able to provide seamless support throughout the institution's academic calendar.
Make recommendations for individual and team development based on performance reviews and provide guidance and coaching to direct-reports on an ongoing basis.
Act as a mentor and advisor to students employed in ITS and ITS team members.
Assess employee performance and quality of work by completing regular observations and reviews. Provide feedback and support development through continuous coaching sessions, quarterly check-ins and annual reviews for direct-reports. Conducting these assessments and coaching sessions are essential components of this role.
Ensure that timely, effective and reliable services are delivered within established SLA's (Service Level Agreements).
Initiate, design and deliver departmental training and developmental activities that cover a variety of topics. Leading the development of criteria for evaluating the effectiveness of training programs.
Encourage professional growth and foster cooperation amongst staff members and departments.
Establish and execute goals for the IT Operations team.
Partner with and provide feedback to ITS Leadership and ensure proactive communication and cohesive working relationships with all other departments
Lead departmental and team meetings and attend meetings with external and/or internal liaisons as necessary
Conduct management meetings with subordinate personnel to establish, delineate, and review organizational policies
Manage departmental workflow, allocate key activities and manage vacancy scheduling
Conduct audits to assess effectiveness of controls, accuracy of departmental records, and efficiency of operations
Serve as Information Technology & Security's lead customer advocate
An ability to translate a business strategy into tactical operating plans
Provide oversight of all client experience activities as well as manages ongoing projects and tasks
Provide comprehensive Service Desk incident metric reports that reveal trends and drive positive behavior
Provide project management for areas of responsibility
When necessary, work in concert with software and hardware vendors for problem resolution
Maintain the client's software application licensing agreements
Provide up-to-date system and process documentation and inventories
Manage all related vendor support contracts for end user hardware and software
Coordinates rollout of new PCs, laptops, printers, etc., in accordance with applicable replacement schedules as well as associated licensing
Responsible for ensuring that all staff adhere to data security procedures, standards, and polices within Information Technology and Security
Monitor department and staff compliance with applicable policies and procedures
Support Information Technology and Security in ISO 27001 related practices to ensure the security and protection of university assets and data
A Bachelor's degree in Computer Science, Software Engineering, Management Information Systems, or related field
Minimum of seven (7) years of increasingly responsible management or supervisory experience in ITSM, or business management
Minimum of five (5) years of leadership experience
Or, any combination of education and experience that would provide the required equivalent qualifications
Knowledge of or the ability to learn quickly The University of Tampa software programs such as Workday and Microsoft Office
Willingness to embrace new technologies and innovative organizational practices
Experience and demonstrated knowledge of ISO 20000-1:2018 standard is a plus
ITSM Certifications (e.g.: ITIL V4, ITSM)
For further details and to apply, please visit our website at www.ut.edu/jobs
The University of Tampa is an Affirmative Action/Equal Opportunity Employer.