Department: IT Technology Support Svcs Salary/Grade: ITS/85
The Director of Technology Support Services (TSS) reports to the Associate Vice President, Information Technology Services & Support (AVP-ITSS) and leads the TSS unit of NUIT in: 1) providing Tier 1 and Tier 2 support to Northwestern University faculty, staff, and students for all NUIT services; 2) working in partnership with technology leaders in schools and departments to coordinate service delivery between the central IT units and the distributed IT units (collectively known as the IT@NU community); 3) proactively offering services to enable the University community to more effectively manage their personal compute environment (including managed desktop security, etc.); 4) collaborating with the NUIT management team to plan and deliver effective campus services; and 5) performing management functions, including budgeting, procurement, contract negotiations, and personnel evaluations and actions for the TSS unit.
Leadership and Supervision. Leads and motivates the members of the TSS unit of NUIT in providing Tier 1 and Tier 2 support with excellent customer service to Northwestern University faculty, staff, and students for all NUIT services:
Builds and develops a customer-focused team that encompasses the functions of: the IT Support Center (Help Desk), contracted faculty and staff desktop support (DSS), and consulting services to customers for telecommunications and networking needs.
Stresses that effective customer service and IT service management are the cornerstones of a professional work environment and ensures this is internalized by staff and student employees.
Leads the campus in looking for opportunities to work together supporting or adapting new technologies and approaches to proactively support users of information technology.
Oversees TSS managers/supervisors in recruiting, onboarding, training, evaluating, and managing, and developing assigned staff and student employees.
When necessary, advises subordinate supervisors on appropriate procedures for managing within University policies.
Collaboration. Works in partnership with technology leaders in schools and departments to coordinate service delivery between the central IT units and the distributed IT units (collectively known as the IT@NU community):
Works with the University community to determine the capabilities, options, and applicability of existing technologies and services within IT, along with possible extensions in support of the University's mission.
Collaborates with University colleagues to provide IT services that advance the strategic goals of the University.
Consults with University schools and departments on appropriate new services that will further the University's strategic goals and initiatives, and recommends achievable goals and resource requirements.
Identifies, analyzes, and supports shared service initiatives with other University IT leaders.
Extensive advisory contact with University administrators and technical staff to refine joint visions of how services may be delivered electronically.
Extensive contact with user services and technical staff within the IT division and with the IT staff of other divisions of the University.
Customer Service. Provides excellent customer service, including proactively offering services to enable members of the NU community to more effectively manage their personal compute environment (including managed desktop security, etc.):
Effectively measures user satisfaction with IT services, and works within the IT@NU community to improve services and satisfaction over time.
Advises University schools and departments about technology and the appropriate deployment of services offered by TSS.
Oversees the University agreed upon end-user devices standards. Participates in researching end-user device technologies that meet customer experience needs, including demonstrations of such technology.
Represents TSS at customer meetings, internal IT meetings, and meetings with senior administrators.
Participates in national groups (e.g., EDUCAUSE) to share TSS experiences, learn best practices from others, and influence policy formulation.
Frequent contact with University administrators on matters of University-wide policy, especially the divisions of Student Affairs, Facilites Management, and University Services.
Project Leadership. Collaborates with the NUIT management team and staff members to plan and deliver effective campus services:
Defines project scopes, goals, and resource requirements that are complete, persuasive, and justified, and presents such analyses via several delivery methods to both technical and non-technical audiences.
Selects project teams and delegates responsibilities to achieve the goals of a project, while also contributing to professional development of team members.
Delivers project results on time and within assigned budgets.
Significant contact with University administrators as a project leader or major team resource during transition of services.
Significant and detailed technical contacts with vendors, suppliers, and other service providers.
Miscellaneous. Performs various management functions related to TSS, including budgeting, procurement, contract negotiations, and personnel evaluations and actions:
Operates TSS effectively and efficiently to provide excellent service.
Helps develop the TSS budget, and operates TSS in a fiscally responsible manner.
Performs other duties as assigned
Bachelor’s degree or equivalent education, training, and experience from which comparable skills, abilities, and knowledge was acquired.
Ten years of experience in IT support in higher education or a highly decentralized corporate environment, with a track record of delivering responsive, high-quality services and of assuming increasing responsibility.
Seven years of management and mentoring of staff with direct responsibility for a reasonbly sized team that delivers information technology services and support.
Five years of relevant experience in two or more areas of computing and networking support (i.e., help desk management, project management, network-based information systems, desktop support, or customer training).
Excellent staff management skills, including:
Experience hiring, mentoring and developing staff that deliver client-facing IT services and support;
Proven ability to foster a collaborative work environment that promotes peer learning and rewards teamwork and that rests on clear expression of expectations, goals, and timelines, with appropriate delegation and monitoring of progress.
Minimum Competencies: (Skills, knowledge, and abilities.)
Excellent written and verbal communication skills, including public speaking and the ability to clearly present technology solutions and services to non-technical staff and administrators.
Excellent organizational skills, management of own time, and respect for the time of others.
Proven ability to think both strategically (e.g., long-term needs) as well as tactically (e.g., current needs/schedule trade-offs).
Demonstrated ability to envision campus-wide approaches to IT services and to develop and implement effective plans for service delivery.
Excellent planning and scheduling skills, with the ability to be flexible in the face of sometimes uncontrollable changes.
Proven ability to effectively control and/or participate in multiple projects of varying priorities in a fast-paced environment in a consistently professional manner.
Ability to establish and maintain respectful and effective relationships with a range of stakeholders and counterparties across the University, either as a project leader or as a team member, to reach win-win outcomes and to advance projects to timely and successful completion.
Demonstrated ability to analyze problems from multiple points of view, to lead consensus building within groups with differing views, to develop sustainable business and technology plans, and to translate consensus into planned action.
Demonstrated familiarity with desktop computing environments and Internet utility software.
Integrity, tact, and high ethical standards combined with an appreciation for the mission and culture of Northwestern University.
Preferred Qualifications: (Education and experience)
Graduate or professional degree such as MBA or MS in Computer Science.
Leadership experience in a university, with career emphasis on planning and implementation of large, multi-divisional IT service launches and subsequent support.
Demonstrated experience in IT Service Management (ITSM), including formal awareness of ITSM processes, e.g, incident management, change management, service request fulfillment, service catalog, problem management, knowledge management, asset and configuration management.
Preferred Competencies: (Skills, knowledge, and abilities)
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Hiring is contingent upon eligibility to work in the United States.
Internal Number: 37705
About Northwestern University
Northwestern University is a major private research university with 12 academic divisions located on three campuses in Evanston, Chicago, and Education City in Doha, Qatar. We have approximately 2,500 full-time faculty members, 17,000 graduate and undergraduate students, and over 5,700 full and part-time staff. Northwestern University combines innovative teaching and pioneering research in a highly collaborative environment. It provides students and faculty exceptional opportunities for intellectual, personal and professional growth.