Find IT Associate Director of Support Services Job in Lawrence, Kansas | Snaprecruit

27072BR

Information Technology

Position Overview
The Associate Director of Support Services isresponsible for providing technical direction, team coordination and communication, staff mentoring, campus relations, and enterpriseproject planning and execution for the university's Technology Support Centers (TSCs), the IT teams that provide direct support for thefaculty, researchers, and staff of the Lawrence and Edwards campuses. This leadership level position plays a pivotal role in KU InformationTechnology's daily operations and works closely with IT executives and university leadership to develop and improve IT service offerings andsupport 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 whilebuilding relationships across KU's computing environment. The role is expected to consider, collect, and use appropriate data to informactivities ranging from daily operations to enterprise project planning and execution. The Associate Director sets the tone for excellentcustomer service by exemplifying those qualities and skills to IT staff, working with those teams and IT leadership to develop businessprocesses with a focus on continuous improvement. This is a hybrid position with on-site responsibilities to KU's Lawrence and Edwardscampuses.

If you are looking for a rewarding and dynamic career, look no farther than the University of Kansas. In addition to acompetitive salary, KU offers great benefits to employees with up to 176 hours of paid vacation per year, 96 hours of sick leave earned peryear, 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 foremployees. KU is a great place to work!

Job Description
40% - With the guidance of theDirector of Support Services, the Associate Director of Support Services serves in a leadership capacity for workstation support across theLawrence and Edwards campuses. The position is responsible for the support activities and technical development of KU IT's TechnologySupport Centers (TSCs) and works collaboratively across all KU IT functional teams for daily enterprise operations. This role collaborateson active and future enterprise projects, plays a top-level role in campus incident response, and helps develop general operations andbusiness functions of KU IT. Leads a team of IT managers to develop technical specifications for the workstation environment, provides riskassessment, prepares project plans, and coordinates personnel and resource requirements. Builds and maintains relationships with universitystakeholders and produces frequent communication with campus partners regarding IT project statuses, project needs, and relatedimplementation plans. Evaluates products, tools, and other resources in support of campus initiatives and staff efficiency. Assists indeveloping budgets for support teams and developing project budgets with IT and stakeholders when appropriate. In conjunction with the KU ITSecurity Office, works to ensure a secure environment and IT security compliance at the KU, state, and federallevels.

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

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

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

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 appropriatevenues for interaction and education regarding KU IT and campus technology initiatives.

• Acts as team lead in the absence of theDirector of Support Services

5% - Other duties as assigned.

RequiredQualifications

1. Bachelor's degree and five years of relevant professional experience.
2. Three years experienceproviding customer service in an IT support environment solving technical/ workstation problems.
3. Three years experience supportingWindows or Mac operating systems.
4. Two years experience in a supervisory role managing a team of technology staff.
5. Two yearsexperience in administrating IT purchases and/or budgets.
6. One year experience managing licensing or reviewing licensing for computersoftware.
7. One year of experience making presentations about technology to groups.
8. Excellent written communication skills asevidenced by application materials.

Preferred Qualifications

1. Bachelor's degree or higher in a technologyrelated field.
2. Three or more years of experience in a supervisory role managing a team of technology staff.
3. Three or moreyears of experience analyzing technology needs of a university constituency (faculty, researchers, staff, students, and their related needsacross academic, administrative, and research areas).
4. Two years experience in project management or relateddeployment(s)/implementation(s).
5. IT work experience at the University of Kansas or higher education institution.
6. Technicalexperience with workstation management systems such as Microsoft Endpoint Configuration Manager, Jamf, etc.
7. Experience designingtechnical services or processes for university faculty, researchers, staff, and students.
8. Experience working directly with Deans,Directors, Chairs, and Vice Provosts

Contact Information to Applicants
Vickye Kozlowski
vikcye@ku.edu

Additional Candidate Instruction
In addition to the onlineapplication, the following documents are required to be considered for this position:

1. A cover letter addressing how required andpreferred qualifications are met.
2. Resume or curriculum vitae.
3. Contact information for three professionalreferences.

Incomplete applications will not be considered.

Application review begins Monday, February 12, 2024 andwill 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

FTE: 1.0

Reg/Temp: Regular

FLSA Status
Executive

EmployeeClass: U-Unclassified Professional Staff

Job Family
Information Technology-KUL

Work Location Assignment
Hybrid

Disclaimer
The University of Kansas prohibitsdiscrimination 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'sprograms and activities. Retaliation is also prohibited by university policy. The following person has been designated to handle inquiriesregarding the nondiscrimination policies and is the Title IX coordinator for all KU and KUMC campuses: Associate Vice Chancellor for CivilRights and Title IX, civilrights@ku.edu, Room 1082, Dole Human Development Center, 1000 SunnysideAvenue, Lawrence, KS 66045, 785-864-6414, 711 TTY.