IT Associate Director of Support Services

University of Kansas, United States

Updated: about 2 months ago
Location: Lawrence, KANSAS

27072BR

Information Technology


Position Overview

The Associate Director of Support Services is responsible for providing technical direction, team coordination and communication, staff mentoring, campus relations, and enterprise project planning and execution for the university’s Technology Support Centers (TSCs), the IT teams that provide direct support for the faculty, researchers, and staff of the Lawrence and Edwards campuses. This leadership level position plays a pivotal role in KU Information Technology’s daily operations and works closely with IT executives and university leadership to develop and improve IT service offerings and support at KU. Reporting to KU IT’s Director of Support Services, the role focuses on the daily workstation support needs of the campuses, managing multiple technology teams and the resources they require, and guiding KU’s stakeholders to modern and secure technology while building relationships across KU's computing environment. The role is expected to consider, collect, and use appropriate data to inform activities ranging from daily operations to enterprise project planning and execution. The Associate Director sets the tone for excellent customer service by exemplifying those qualities and skills to IT staff, working with those teams and IT leadership to develop business processes with a focus on continuous improvement. This is a hybrid position with on-site responsibilities to KU’s Lawrence and Edwards campuses.

If you are looking for a rewarding and dynamic career, look no farther than the University of Kansas. In addition to a competitive salary, KU offers great benefits to employees with up to 176 hours of paid vacation per year, 96 hours of sick leave earned per year, 9 paid holidays plus one discretionary day, a great retirement program, medical and dental insurance, life and disability insurance, other benefit plan options and state of Kansas discounts offered by various vendors. KU also offers employees educational opportunities for employees. KU is a great place to work!


Job Description

40% - With the guidance of the Director of Support Services, the Associate Director of Support Services serves in a leadership capacity for workstation support across the Lawrence and Edwards campuses. The position is responsible for the support activities and technical development of KU IT’s Technology Support Centers (TSCs) and works collaboratively across all KU IT functional teams for daily enterprise operations. This role collaborates on active and future enterprise projects, plays a top-level role in campus incident response, and helps develop general operations and business functions of KU IT. Leads a team of IT managers to develop technical specifications for the workstation environment, provides risk assessment, prepares project plans, and coordinates personnel and resource requirements. Builds and maintains relationships with university stakeholders and produces frequent communication with campus partners regarding IT project statuses, project needs, and related implementation plans. Evaluates products, tools, and other resources in support of campus initiatives and staff efficiency. Assists in developing budgets for support teams and developing project budgets with IT and stakeholders when appropriate. In conjunction with the KU IT Security Office, works to ensure a secure environment and IT security compliance at the KU, state, and federal levels.

20% - Employs data-informed decision making to determine objectives, associated resources, staff effort, and project efficiencies. Develops data and metrics to identify economies in services and processes, and to encourage performance improvement where appropriate. Uses data to inform practices and processes that increase support satisfaction across the campus, including timely delivery of services / support and associated cycle time reduction. At a senior level, uses data to recommend campus-wide strategies to fulfill IT commitments to the institution, and to align strategies and efforts with the KU Information Technology mission and the overarching KU strategic plan.

20% - With the Director of Support Services, manages human resources including performance evaluations, hiring procedures, human resource trainings, IT staff technical trainings and / or certifications, approving time records, and working through HR or disciplinary actions if necessary. Other supervisory responsibilities include:

  • Establishing and implementing departmental goals, policies, and standards.
  • Delegation of projects and tasks to managers and project teams.
  • Developing an environment and culture that encourages empathy, innovation, and productivity.
  • Designing pathways for development of staff technical and professional skills.
  • Providing staff mentoring and opportunities for future growth and advancement.

15%

- Reports to senior IT leadership on project progress, problem escalation and resolution, resource needs, and ideas for improving processes and efficiency. Participates in KU Information Technology meetings and other appropriate venues for interaction and education regarding KU IT and campus technology initiatives.

  • Acts as team lead in the absence of the Director of Support Services
5%

- Other duties as assigned.


Required Qualifications

  • Bachelor's degree and five years of relevant professional experience.
  • Three years experience providing customer service in an IT support environment solving technical/ workstation problems.
  • Three years experience supporting Windows or Mac operating systems.
  • Two years experience in a supervisory role managing a team of technology staff.
  • Two years experience in administrating IT purchases and/or budgets.
  • One year experience managing licensing or reviewing licensing for computer software.
  • One year of experience making presentations about technology to groups.
  • Excellent written communication skills as evidenced by application materials.

    • Preferred Qualifications

  • Bachelor’s degree or higher in a technology related field.
  • Three or more years of experience in a supervisory role managing a team of technology staff.
  • Three or more years of experience analyzing technology needs of a university constituency (faculty, researchers, staff, students, and their related needs across academic, administrative, and research areas).
  • Two years experience in project management or related deployment(s)/implementation(s).
  • IT work experience at the University of Kansas or higher education institution.
  • Technical experience with workstation management systems such as Microsoft Endpoint Configuration Manager, Jamf, etc.
  • Experience designing technical services or processes for university faculty, researchers, staff, and students.
  • Experience working directly with Deans, Directors, Chairs, and Vice Provosts

    • Contact Information to Applicants

    Vickye Kozlowski
    [email protected]


    Additional Candidate Instruction

    In addition to the online application, the following documents are required to be considered for this position:

  • A cover letter addressing how required and preferred qualifications are met.
  • Resume or curriculum vitae.
  • Contact information for three professional references.

    • Incomplete applications will not be considered.


    Application review begins Monday, February 12, 2024 and will continue until a qualified pool of candidates has been identified.

    Advertised Salary Range

    $95,000 - $107,000


    Application Review Begins

    12-Feb-2024


    Anticipated Start Date

    01-Apr-2024


    Primary Campus

    University of Kansas Lawrence Campus


    Employee Class

    U-Unclassified Professional Staff


    Job Family

    Information Technology-KUL


    Work Location Assignment

    Hybrid


    Disclaimer

    The University of Kansas prohibits discrimination on the basis of race, color, ethnicity, religion, sex, national origin, age, ancestry, disability, status as a veteran, sexual orientation, marital status, parental status, gender identity, gender expression, and genetic information in the university's programs and activities. Retaliation is also prohibited by university policy. The following person has been designated to handle inquiries regarding the nondiscrimination policies and is the Title IX coordinator for all KU and KUMC campuses: Associate Vice Chancellor for Civil Rights and Title IX, [email protected], Room 1082, Dole Human Development Center, 1000 Sunnyside Avenue, Lawrence, KS 66045, 785-864-6414, 711 TTY.


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