| Saint Joseph’s University is a private, Catholic, Jesuit institution and we expect members of our community to be knowledgeable about – and to make a positive contribution to – our mission. Saint Joseph’s University is an equal opportunity employer that seeks to recruit, develop and retain a talented and diverse workforce. The University is committed to the diversity of its faculty and staff so that our students, our disciplines and our community as a whole can benefit from the multiple perspectives it offers. The University seeks qualified candidates who share our commitment to equity, diversity and inclusion. EOE Saint Joseph’s University prohibits discrimination on the basis of sex in its programs and activities, including admission and employment, in accordance with Title IX of the Education Amendments of 1972. The Title IX Coordinator is responsible for overseeing compliance with Title IX and other civil rights laws and regulations. To contact the Title IX Coordinator, e-mail [email protected], visit Campion Student Center suite 243, or call 610-660-1145. To learn more about the University’s Title IX policies, the process for filing a report or formal complaint of sex discrimination, sexual harassment, or other form of sexual misconduct, and the University’s response to reports and/or formal complaints, please visit www.sju.edu/titleix. Inquiries may also be directed to the Federal agency responsible for enforcing Title IX, the U.S. Department of Education Office for Civil Rights. Position Summary:
The primary responsibility of the Associate Director, IT Service Management is to optimize the level of service provided by the Office of Information Technology (OIT) by creating and implementing an IT Service Management (ITSM) framework. The Associate Director, IT Service Management works across OIT, facilitating the adoption of best practice guidelines in service lifecycle management to deliver high quality IT services to the SJU community. This position is also responsible for measuring IT service performance and effectively streamlining data management in ways that improve overall efficiency, response time, and the customer experience. The Associate Director is responsible for various aspects of technology support including Service Desk operations, user training, procurement, and SJU community outreach and communications.
Duties and Responsibilities (Essential Duties):
-Lead and manage the ITSM team which includes Service Desk operations and IT Procurement and Asset Management to deliver exceptional support and customer service to the campus community. -Optimize and promote the use of technology through user engagement, continual service improvement and effective two way communication with the SJU community. -Develop and monitor Service Level Agreements (SLA) between University departments and the Office of Information Technology.
-Work with other OIT units to evaluate new information technology products and services and determine how customer support will be provided for any such products and services implemented. Communicate new projects and services to the University community. -Understand and build metrics and assessment models. Provide data to CIO, OIT Leadership, Technology Support Services (TSS) to be able to assess and benchmark performance. -Administer ITSM Tool (TeamDynamix)
-Accountable for ITSM Tool governance, strategic planning / road mapping and maintenance and support functions
-Ensure ITSM tool is meeting the needs of OIT staff through regular meetings
-Manage the IT Knowledge Base, ensuring articles are current and provide a benefit to users -Manage multiple University technology projects as defined by the Director of Project Management and the CIO. Identify opportunities to integrate ITIL processes with OIT project management disciplines. -Act as primary communication channel for the Office of Information Technology to the University community; Send campus-wide e-mail messages regarding technology issues; maintain the core content on the OIT website.
-Build and maintain effective relationships with stakeholders and manage a comprehensive engagement and communication strategy.
-Maintain OIT social media strategy that involves managing Facebook content, Instagram, Snap Chat and Twitter -Represent TSS on the Change management board. Manage the On Call procedure for unplanned outages and provides outage review reports for quality assurance purposes
Secondary Responsibilities:
-Develop and manage the departmental budget, as well as provides forecasting reports to analyze future trends. -Remain current with on-going developments in the fields of ITIL, service desk operations, technical support and procurement, training and other information technology topics to ensure that University is poised to take advantage of emerging trends and developments in those areas. -Act as a backup for technology procurement and asset management process
—Includes: day to day procurement consulting, ordering and receiving equipment; Manages vendor relationships in regards to procurement process; Responsible for inventory management of equipment and recycling process
—Act as a liaison with the Office of Financial Affairs to reconcile purchase orders, P-card transactions, and other budgetary issues.
—Oversee the University Computer Replacement Program ensuring that faculty and staff have technology that will support their needs, while encouraging financially responsible decision-making. -Provide technical and professional guidance to student employees working in the Office of Information Technology to ensure that they are productive employees of the department and learn from the real world experience. Number of direct reports to this position:
2 Minimum Qualifications (Education/Training and Experience Required):
Bachelor’s degree with specialization in Information Systems or related field, or MS in Information Systems, Computer Science, or related field. 5-7 years of experience providing leadership in technology support, service management and technology procurement services in a University environment with significant customer service experience. Demonstrated leadership skills and experience leading a team in an inclusive and collaborative manner. Knowledge of personal computer-related hardware, printers, and other peripherals. Strong knowledge of MS Windows, Mac OS, MS Office Suite, G Suite, web browsers, networked environments, and portal systems. Must possess superior interpersonal, communication, and organizational skills.
Demonstrated ability to handle conflicts calmly and professionally. Aptitude to learn new technology quickly. Enthusiasm, dedication to quality customer service standards and the ability to work effectively in a fast-paced, team-oriented environment ITIL Foundations certification
Preferred Qualifications:
Experience with ITSM tools, preferably TeamDynamix. ITIL certification beyond Foundation level. Ability to manage projects working with multiple constituencies and delivering outcomes on time.
Physical Requirements and/or Unusual Work Hours:
Must be able to sit and answer phones for extended periods of time. Must be able to lift and carry small computer equipment (< 40 lbs.) Must be able to walk across campus for face-to-face meetings with users. Officially represent Technology Support Services for responding to after-hours on call tickets. | 
