The Director of Technology Support Services (TSS) reports to the Associate Vice President, Information Technology Services & Support (AVP-ITSS) and leads the TSS unit of NUIT in: 1) providing Tier 1 and Tier 2 support to Northwestern University faculty, staff, and students for all NUIT services; 2) working in partnership with technology leaders in schools and departments to coordinate service delivery between the central IT units and the distributed IT units (collectively known as the IT@NU community); 3) proactively offering services to enable the University community to more effectively manage their personal compute environment (including managed desktop security, etc.); 4) collaborating with the NUIT management team to plan and deliver effective campus services; and 5) performing management functions, including budgeting, procurement, contract negotiations, and personnel evaluations and actions for the TSS unit.
Leadership and Supervision
- Leads and motivates the members of the TSS unit of NUIT in providing Tier 1 and Tier 2 support with excellent customer service to Northwestern University faculty, staff, and students for all NUIT services:
- Builds and develops a customer-focused team that encompasses the functions of: the IT Support Center (Help Desk), contracted faculty and staff desktop support (DSS), and consulting services to customers for telecommunications and networking needs.
- Stresses that effective customer service and IT service management are the cornerstones of a professional work environment and ensures this is internalized by staff and student employees.
- Leads the campus in looking for opportunities to work together supporting or adapting new technologies and approaches to proactively support users of information technology.
- Oversees TSS managers/supervisors in recruiting, onboarding, training, evaluating, and managing, and developing assigned staff and student employees.
- When necessary, advises subordinate supervisors on appropriate procedures for managing within University policies.
- Works in partnership with technology leaders in schools and departments to coordinate service delivery between the central IT units and the distributed IT units (collectively known as the IT@NU community):
- Works with the University community to determine the capabilities, options, and applicability of existing technologies and services within IT, along with possible extensions in support of the University’s mission.
- Collaborates with University colleagues to provide IT services that advance the strategic goals of the University.
- Consults with University schools and departments on appropriate new services that will further the University’s strategic goals and initiatives, and recommends achievable goals and resource requirements.
- Identifies, analyzes, and supports shared service initiatives with other University IT leaders.
- Extensive advisory contact with University administrators and technical staff to refine joint visions of how services may be delivered electronically.
- Extensive contact with user services and technical staff within the IT division and with the IT staff of other divisions of the University.
- Provides excellent customer service, including proactively offering services to enable members of the NU community to more effectively manage their personal compute environment (including managed desktop security, etc.):
- Effectively measures user satisfaction with IT services, and works within the IT@NU community to improve services and satisfaction over time.
- Advises University schools and departments about technology and the appropriate deployment of services offered by TSS.
- Oversees the University agreed upon end-user devices standards. Participates in researching end-user device technologies that meet customer experience needs, including demonstrations of such technology.
- Represents TSS at customer meetings, internal IT meetings, and meetings with senior administrators.
- Participates in national groups (e.g., EDUCAUSE) to share TSS experiences, learn best practices from others, and influence policy formulation.
- Frequent contact with University administrators on matters of University-wide policy, especially the divisions of Student Affairs, Facilites Management, and University Services.
- Collaborates with the NUIT management team and staff members to plan and deliver effective campus services:
- Defines project scopes, goals, and resource requirements that are complete, persuasive, and justified, and presents such analyses via several delivery methods to both technical and non-technical audiences.
- Selects project teams and delegates responsibilities to achieve the goals of a project, while also contributing to professional development of team members.
- Delivers project results on time and within assigned budgets.
- Significant contact with University administrators as a project leader or major team resource during transition of services.
- Significant and detailed technical contacts with vendors, suppliers, and other service providers.
- Performs various management functions related to TSS,including budgeting, procurement, contract negotiations, and personnel evaluations and actions:
- Operates TSS effectively and efficiently to provide excellent service.
- Helps develop the TSS budget, and operates TSS in a fiscally responsible manner.
- Performs other duties as required and directed.
- Bachelor’s Degree or appropriate combination of education and experience.
- 10 or more years of relevant experience.
- Adaptability - Works effectively in a changing environment; adjusts behavior to meet the needs of different people and situations., Coachability - Receptive to feedback, willing to learn, embracing continuous improvement, Communication - Communicates strategically to achieve specific objectives using varied vehicles and opportunities., Leadership - Inspires people to follow the lead, obtains input from others, facilitates change, inspires confidence and optimism through a clear vision and by personal example., Organizational effectiveness - Manages resources (people, funding, material, support) effectively and efficiently to get things done. , Planning - Devises and implements clearly defined strategies to achieve business objectives., Strategic thinking - Works on initiatives that have the greatest strategic impact for the organization; anticipates changes that may impact department or school.
- Master’s Degree or appropriate combination of education and experience.
- MBA or MS in Computer Science.
- Leadership experience in a university, with career emphasis on planning and implementation of large, multi-divisional IT service launches and subsequent support.
- Demonstrated experience in IT Service Management (ITSM), including formal awareness of ITSM processes, e.g, incident management, change management, service request fulfillment, service catalog, problem management, knowledge management, asset and configuration management.