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Department: 513001 - Technology Support Services
Location: Raleigh, NC
Essential Job Duties:
The Assistant Vice Chancellor (AVC) of Technology Support Services (TSS) is responsible for providing leadership, strategy and oversight to the TSS unit, OIT, and other partnering units. The AVC must develop and manage the overall unit staff, activities and budget.
The AVC is a member of the OIT leadership team and represents TSS, as well as the university's technology support needs and resources. The AVC is a key advocate for two very important constituencies: the people who use the technology services at NC State and the staff who support those services.
The Assistant Vice Chancellor of TSS reports to the Vice Chancellor for Information Technology. Primary duties of the AVC include but are not limited to the following:
Actively participates in planning activities at the OIT and campus levels to develop new services, support other units' operations, and to foster continuous improvement in technology processes and services.
Plays a key role in the development of technology services as an advocate for support and service processes and their sustainability.
Oversees the TSS project portfolio and is responsible for ensuring effective project management practices and timely reporting in coordination with the OIT Portfolio Management unit.
Actively supports service development and administration; develops strategies for integrating campus-wide technology support; business continuity and resilience planning; project portfolio management and process improvement.
Plays a key role in compliance efforts ensuring the customer interface portion of IT security including areas such as the National Institute of Standards and Technology (NIST) security requirements for research data, Combined Pricing Initiative (CPI), HIPAA, and others. Helps ensure all students and employees receive assistance and follow the university IT security requirements.
Maintains and nurtures strong communication and efficiency among central, administrative, and college-based IT groups at NC State.
Continually evaluates the support needs of the university community and develops sustainable, scalable support processes to meet those needs and ensures continuous quality assessment and improvement. The AVC collaborates with external groups to facilitate process improvement.
Ensures continuity of TSS services in the event of disasters and service disruptions.
The AVC is expected to adhere to best practices in the field of information technology service management (ITSM) and should be able to readily adapt those standards to the local environment as appropriate. This position interacts with technology support leaders in higher education and industry on a statewide and national scale and is expected to contribute to the ongoing evolution of technology support through interaction with peers on a national level.
This position is responsible for the following TSS teams:
NC State Help Desk: The NC State Help Desk is the primary point of contact for computing services at NC State. It supports, in coordination with other campus consulting groups, the students, faculty and staff of NC State in their computing and technology endeavors by focusing on understanding their needs and developing solutions that work for the campus community.
IT Service Management (ITSM) Services: The ServiceNow and IT Service Management team provides ServiceNow administration and support, ServiceNow application development, and IT Service Management consulting. The ServiceNow platform provides internal and external support through an automated service desk workflow based application which provides flexibility and ease-of-use. The tool provides structure to align the Information Technology Infrastructure Library (ITIL) processes.
Managed Desktop and Hosted Services: Services provided by these teams include support for OIT's managed desktop environment, communication tools, desktop software support, and support for enterprise and workgroup business software and applications. Desktop and Application Support is composed of the Managed and Hosted Services Team and the Managed Desktop Support Team.
Learning Space Support: Services provided by this team include audiovisual (AV) design & integration, support for technology in classrooms and learning spaces, support for student computing facilities, support for student computing in university residence halls, and support for student-owned workstations.
Student-focused computing including ResNet, hardware repair services, and computer labs: Services provided to support student-owned technology including managing the walk-in center that handles repair and troubleshooting student computers as well as support for connecting to university-approved resources and software.
Customer Interface for IT Security & Compliance Efforts: Manage the customer support for implementing and adhering to the increasing demands for IT security and compliance requirements. These include providing help to support customers meeting HIPAA, NIST 800-171, GLBA, CPI, and other customer facing requirements.
Perform other duties as assigned by the VC for Information Technology.
Requires a relevant post-Baccalaureate degree with a minimum of three (3) years or greater of related professional experience, or a relevant undergraduate degree and a minimum of five (5) years or greater of relevant experience may be substituted for the advanced degree.
Must demonstrate the ability to provide solutions for technical and organizational issues and challenges in a large complex environment.
Strong leadership skills with the ability to attract, motivate, mentor, and develop a high performing work team and foster a diverse and inclusive work environment.
Excellent written, oral, and interpersonal skills.
Proven ability to build collaborative partnerships with leaders, campus partners, and external constituents.
Proven strong facilitation, management, and negotiation skills.
Experience in a complex higher education environment is highly desirable.
Additional graduate-level education or relevant professional certification is desirable.
Required license or certification:
Position Number: 00061782
NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or [email protected] Individuals with disabilities requiring disability-related accommodations in the application and interview process, please call 919-515-3148.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. If highest degree is from an institution outside of the U.S., final candidates are required to have their degree equivalency verified at www.wes.org or equivalent service. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
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