Associate Director Technology Services (Promotional Opportunity Only)
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Job Location:
Lowell, MA - USA
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
General Summary of Position:
This being a promotional opportunity only current UML Employees within the same Bargaining unit are eligible to apply for this position.
The Associate Director of Technology Services is Information Technologys customer service champion turning UMass Lowell ITs vision for high quality technology services and support into day-to-day execution. The Associate Director supervises and coordinates the Technology Services team ensuring customers are supported effectively and remain productive with their university technology. The role also oversees the full lifecycle of IT client assets from acquisition through deployment support and retirement.
Under the direction of the Deputy CIO the Associate Director of Technology Services serves as the final internal escalation point for IT customers. The role is accountable for resolving issues to the satisfaction of end users and for coordinating escalated support with other IT units and university departments to ensure campus needs are met. The Associate Director balances hands-on technical skills with strong people leadership equally comfortable configuring or troubleshooting a laptop or mobile device assisting executive users and developing performance and growth plans for staff.
UMass Lowell prides itself on a mature Information Technology environment. Accordingly the Associate Director of Technology Services champions ITIL aligned practices and culture across IT and provides day to day leadership for the ITSM platform and associated workflows and addition to managing the Technology Services department the Associate Director collaborates with other IT managers and leaders to support the goal of all IT employees being engaged in service delivery.
As part of IT asset lifecycle management the Associate Director of Technology Services maintains appropriate inventory levels for standard stock and oversees fleet management and the responsible recycling or repurposing of older obsolete systems.
The Associate Director of Technology Services is a key university role in ensuring the smooth operation of all client IT systems managed by Information Technology and is instrumental in maintaining the integrity stability and security of those systems.
Minimum Qualifications (Required):
- Bachelors degree required preferably in Information Technology Computer Science Management Engineering or a related field.
- Minimum of seven years of progressively responsible experience in a large complex Information Technology environment.
- At least five years of leadership and people management experience in end user computing client services service desk or a closely related IT function.
- Demonstrated ability to build and lead high performing customer focused teams and to foster a culture of accountability collaboration and continuous improvement.
- Experience in a higher education environment or other large mission driven research institution.
- Proven commitment to exceptional customer service with the judgment and presence to handle executive and high-profile issues.
- ITIL Foundations certification or the ability to obtain it within six months of start date.
- Practical experience with IT service management practices and tools including incident request change and knowledge management.
- Ability to define interpret and use metrics and key performance indicators to manage workload service quality and staff performance and to communicate results to leadership.
- Superior written and oral communication skills including the ability to explain technical concepts clearly to nontechnical audiences and to represent IT effectively with campus leadership and stakeholders.
- Demonstrated success working collaboratively with diverse technical and nontechnical teams across organizational boundaries.
- Strong problem solving and analytical skills with the ability to navigate new or ambiguous issues and devise solutions with limited guidance.
- Working knowledge of Microsoft Windows and macOS client environments and the tools used to manage them at scale such as endpoint management patching and configuration platforms.
- Understanding of modern endpoint virtual desktop and client or server application delivery models.
- Solid understanding of networking fundamentals including TCP or IP and local area network concepts as they relate to end user computing.
- High level of professionalism discretion and commitment to confidentiality.
Additional Considerations:
- Masters degree in Information Technology Management Computer Science Engineering or a related discipline strongly preferred.
- Additional ITIL certifications beyond Foundations or equivalent training in IT service management or service delivery leadership.
- Relevant technical or service management certifications in areas such as modern desktop administration endpoint management security or customer support leadership.
- Experience leading initiatives involving virtual desktop infrastructure remote or hybrid work support or large-scale endpoint modernization efforts.
- Experience designing or refining service level agreements customer satisfaction programs and knowledge management practices for IT support organizations.
Special Instructions to Applicants:
This being a promotional opportunity only current UML Employees within the same Bargaining unit are eligible to apply for this position.
This position is full-time benefited and SEIU union in gradeP22. Grade range minimum $103747 midpoint $134871 and maximum $165996. Salary for this position anticipated not to exceed $145000.
Pleaseinclude a resume with your application. Names and contact information of three references will be required during the application process. Submission of a cover letter is optional.
Required Experience:
Director
Key Skills
- Computer Science
- Mainframe
- Active Directory
- Information Technology
- ISO
- Windows
- ASP.NET
- Information Security
- Linux
- Project Management
- Computer System
- strategic plan
- Db2
- Dns
- Technical Support
About Company
UMass Lowell, a midsized public research university located north of Boston, offers full- and part-time students bachelor’s, master’s and doctoral degree programs online and on campus.
