Director, IT Services

Director, IT Services

What’s in it for you?
• Biola’s Christ-centered and biblically based foundation contributes to Biola’s exceptional work culture and environment.
• There is generous medical, dental and vision Insurance coverage for full-time employees
• Tuition waiver for full-time employees: 80% or 100%, depending on years of service
• Generous employer retirement match
• Generous paid time off
• Employee discounts inside and outside of the Biola community

Want an impactful career? Look no further!
Biola University is a nationally ranked Christian university in the heart of Southern California. As a leader in academic quality and innovation, Biola is consistently ranked among the nation’s foremost Christian universities. Biola’s IT department is recognized as a growth engine and a competitive advantage for the university, and offers opportunities to advance the mission of the institution using the latest technologies applied thoughtfully for the benefit of our students and employees.

Job Summary

The Director of IT Services leads the IT Services team composed of hardware and software asset lifecycle management, procurement, and technical services and support. An essential component of this role is serving as the process owner for IT Service Management activity:  incident management, problem management, change management, asset management, and service catalog management.

This position serves a critical role by representing IT to the Biola community and providing excellent service to students, faculty, staff, and alumni. This position has administrative responsibility for the strategic design of the IT service management systems and practices. 

This position provides technical feedback and insight into managing and supporting Biola’s many backend systems. The Director of IT Services serves as a member of the IT Leadership team, which oversees the technologies and services provided by the IT department.

Management Responsibilities

• Engage as a leader in Biola IT through active participation as part of the IT leadership team.
• Develop, build, and manage the Technical Support and Operations teams. Support, coach, and develop team members in their career growth, meeting 1-on-1 with team members regularly.
• Oversee day-to-day issues, act as an escalation point to resolve urgent and/or complex client issues and manage client expectations.
• Coordinate tasks and staff assignments based on established priorities and approved projects to promote efficient operation.
• Organize and lead activities relating to the management and completion of projects.
• Establish goals and performance and accountability measures to ensure the Technical Support, Operations, and
• Instructional Technology teams meet timelines and goals, working within budgetary guidelines, and provide a high level of customer and service delivery.
• Interface with our business partners to understand requirements, set priorities and communicate direction and progress.

 Service Management Responsibilities 

• Oversee IT’s incident management and problem management system, receive and record client-reported problems into the IT ticketing system for documenting support procedures and informing the clients when progress is made and the problem is resolved.
• Oversee and ensure problem interpretation, escalation, and resolution from the IT Services teams to IT team and service owners.
• Provide meaningful reporting to ensure IT teams can adjust and improve backend systems. 
• Ensure that IT provides excellent service; oversee the timely technical resolution of hardware and software-related problems.
• Provides feedback and insight into supporting Biola’s employee computer systems. 
• Oversee and maintain the IT Services policies, procedures, and best practices.
• Consult with Biola departments and recommend appropriate technical solutions to enhance internal business processes and student success.

IT Operations Responsibilities

• Oversee and manage third-party vendors to implement the asset management strategy, including procurement, support, and disposal.
• Oversee and manage the process for acquiring and maintaining software licenses.
• Manage IT contracts and purchases with the IT  and the Finance & Accounting department.. 
• Oversee and manage IT project labor and materials ordering, tracking, and interdepartmental billing, and ensure the prompt processing of IT-related invoices.
• Perform other duties and projects as assigned.
• Maintain a lifestyle in keeping with sound biblical principles and the University Standards of Conduct.

Qualifications

• Prefer a bachelor's degree in computer science, management information systems, or a related field and 7+ years of experience in the Information Technology field; or an equivalent combination of education and experience leading in IT. 
•  5+ years of experience working in and with an organization that uses IT service management (ITSM) practices and procedures. 
• Demonstrated communication and presentation skills - both written and oral. 
• Demonstrated technical staff management and team-building experience.
• Demonstrated leadership experience with a focus on collaborative approaches to problem-solving.
• Project management experience - complex implementations or upgrades involving coordination of multiple vendors or departments.
• Willing to develop in-depth knowledge of IT-supported products, upgrades, patches, services, and product roadmaps.
• Must believe in and demonstrate a lifestyle consistent with Biola’s Doctrinal Statement and Standard of Conduct.

Physical Requirements

• Occasionally lift, carry, push, and pull technology-related equipment that weighs 21-50 pounds.
• Occasionally climb ladders.

Supervisor

• The Director, IT Services is under the supervision of the CIO and works in close cooperation with the rest of the IT department.

This is a full-time, salaried position.

Hiring Range: $5,853.00 - 6,678.00 per month