[jsfg_cinti] Senior Director of Support Services Job Opportunity


            SENIOR DIRECTOR OF SUPPORT SERVICES #992044
            Department:  Date:
            Information Technology Services

           07/28/2004


            Responsibilities:
            1) Direct, coordinate and plan for the provision of information
technology support services to the University community, in accordance with
the IT Strategic Plan, ensuring continuous improvements in service and
incorporation of forecasted demands, as well as development of
partnership-based, collaborative support agreements. 2) Manage the staff of
the IT Services Support Services and Partnerships unit, including
institutional support services and university IT partnership services. The
institutional support services staff consists of Support Desk Analysts,
Desktop Tier II Analysts, Learning and Information Specialists, Consulting
and Production Support Analysts, Data Analysts, and other staff whose
primary responsibilities involve direct and self-service information
technology support to students, faculty, staff, retirees, and others. The
university IT partnerships services staff will consist of distributed, or
local, IT support staff and central staff supporting distributed units. 3)
Define, establish and develop a new component department, university IT
partnership services: an entrepreneurial, cost recovery, service level
agreement driven unit providing services to distributed, or local, units of
the university. 4) Establish and administer support services, modernization
strategies and budget requirements with respect to other operating costs and
assuring timely and prudent expenditure of funds allocated for these
purposes. 5) Evolve and administer mutually agreeable service level
agreements for support services and support with major institutional support
groups within the institutional IT Services unit and distributed support
staff in the college, schools, campuses and other functional units. 6) With
the approval of the Vice President for Information Technology and in
conjunction with the Deputy CIO and advisory group review, develop and
implement policies and procedures related to IT support services and
partnerships across the university. 7) Serve as the primary coordination and
administrative management point for the Technology Support Representatives
program, including coordination with sub-groups of TSRs and TSR project
teams. Ensure coordination with other units of the IT Services Division as
appropriate, with respect to projects, needs and services. 8) Participate in
organizational and institutional operational and strategic planning
activities and forums focused on evaluating or establishing new information
technology support service offerings and operating policies. 9) Ensure a
positive, collaborative working relationship with customer organizations and
other units within IT Services. 10) Report on the measurement of performance
to established information technology support metrics, based upon customer
feedback, performance measures, and established goals. 11) Assist the
Information Systems and Services unit in the establishment and operation of
the Banner Office, including support for Banner and associated systems.


            Additional Information:
            DESIRED SPECIALIZED SKILLS: 1) Extensive knowledge and
experience in a college or university environment supporting a wide spectrum
of information technology, systems and tools through a service mentality. 2)
Proven ability to successfully plan, direct and coordinate an effective
support and service environment in an institution of higher education at a
strategic level. Experience in implementing a broad, diverse strategy for
supporting a complex distributed networked environment in an institution of
higher education. 3) Demonstrated ability in starting and successfully
building an entrepreneurial, self-supporting support unit by understanding
and meeting demand for needed services and effectively negotiating contracts
for service with other university units that participate on a voluntary
basis. 4) Proven ability to successfully manage and supervise staff involved
in supporting an enterprise and unit-specific information technology
services. 5) Ability to effectively delegate responsibility and authority.
6) Experience in supporting academic enterprise, school and departmental
applications, and working with the support units to ensure successful
customer support that is well articulated with institutional strategic
directions. 7) Demonstrated understanding of issues related to effective
delivery of information technology support through the facilitative use of
innovative technologies. 8) Demonstrated understanding of issues confronting
the university community in using technology to effectively deliver
information technology support services to a university environment. 9) A
demonstrated ability to establish relevancy between IT support services and
an institutional mission statement and strategic plan. 10) Ability to plan
and implement a procedure for assuring quality of service in an information
technology support service environment. This includes experience in using
technology to record requests for services and follow up procedures, and
report against established metrics applicable to the IT Services division.
11) Experience in using a well-structured life cycle management process for
implementation of changes in services. This includes experience with project
management and portfolio management processes. 12) Ability to effectively
communicate in both spoken and written form in a manner that is not
intimidating or overly technical. This person should possess demonstrated
writing skills, balanced with the ability to make difficult concepts easy to
understand. This individual should have a demonstrated ability to provide
written instructions and documentation about general services provided to
the University environment. 13) Demonstrated ability to work in a team and
project management structure, including experience in working on project
teams with team leaders other than direct line managers. 14) Demonstrated
ability to build consensus and positive relationships based on trust,
predictability and communication of acceptable service level agreements. 15)
Demonstrated ability to foster a positive work environment for information
technology support staff, as well as provide leadership and a high degree of
motivation to those staff.


            Qualifications:
            EDUCATION AND WORK EXPERIENCE: One of the following is required:
(1) A master's degree in Computer Science, Management Information Systems,
Computer and Information Systems, Business Systems, Business Administration,
planning and management or other similar related area of study, with at
least a five year progression in management experience to the senior level
in the information systems area, preferably in higher education, or (2) A
bachelor's degree and significant work-related experience equivalent to at
least two years' formal education, (Management Information Systems, Business
Administration, Data Processing or Computer Science training may be
substituted for the two years of work-related experience for candidates with
bachelor's degree credentials) and at least a five year progression to the
senior level in management experience in the information systems area,
preferably in higher education, or (3) Ten years' experience working in an
information systems area, preferably in higher education, with the most
recent five years' experience demonstrating a progression in management
experience to the senior level. Preference will be given to applicants with
related certifications and additional technical training in the form of
vocational education or vendor-provided curricula. Also, preference will be
given to individuals with demonstrated communications skills and a
demonstrated ability to simplify highly technical topics.


            Contact Information:
            Send cover letter, resume, e-mail address and a list of three
references to Beth Farthing Moore, Director, IT Business & Administrative
Services; 304 Hoyt Hall; Miami University; Oxford, OH 45056.
ITServicesJobs@xxxxxxxxxx Application screening begins August 11, 2004.


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