Associate Director of Technology Services Center

<strong>Category:</strong>: Education<br /> <strong>Subscribe:</strong>: <br /> <strong>Department:</strong>: Office of Information Technology<br /> <strong>Locations:</strong>: Newport, RI<br /> <strong>Posted:</strong>: May 7, 2024<br /> <strong>Closes:</strong>: Open Until Filled<br /> <strong>Type:</strong>: Full-time<br /> <strong>Position ID:</strong>: 175524<br /> <p>About Salve Regina University:</b> <br /></p> <br /> <p>Salve Regina University, ranked as one of the most transformative colleges in the United States by Money Magazine, is a comprehensive Catholic University located in the scenic coastal community of Newport, Rhode Island. The University&#39;s commitment to academic success and personal discovery extends beyond its historic campus into a dynamic world where the application of higher thinking and skill are most valued. Salve Regina offers bachelor&#39;s and master&#39;s degree programs, graduate certificates, and doctoral programs in humanities, international relations and nursing. Enrollment includes more than 2,600 undergraduate and graduate students from across the U.S. and around the world. </p> <br /> <p> </p> <br /> <p> <br />Job Description:</b> <br /></p> <br /> <p> <em>***This position is eligible for up to one day remote work per week.</em></p> <br /> <p> <strong>BASIC FUNCTION:</strong></p> <br /> <p>The Associate Director of the Technology Services Center will be responsible for overseeing the operation, management, and continuous improvement of the Technology Support Center services for students, faculty, and staff. This position focuses on ensuring exceptional customer service, efficient technical support, and the effective management of technical resources for the University. The position is also responsible for implementing and enhancing services by using ITIL and ITSM best practices. </p> <br /> <p> <strong>ESSENTIAL DUTIES AND RESPONSIBILITIES:</strong></p> <br /> <ul> <li>Provide strategic direction, mentorship and leadership in the operation of the Technology Service Center, overseeing a team of technical support specialists to deliver high-quality services to the university community.</li> <li>Manage the day-to-day operations of the service center, ensuring timely resolution of technical issues, maintaining service level objectives (SLOs), and optimizing service delivery processes.</li> <li>Identify opportunities to enhance service center operations, implement best practices using ITIL and ITSM methodology, and leverage technology to improve support services and user experiences.</li> <li>Hire, train, mentor, and evaluate the team of technical support specialists, fostering a culture of excellence, continuous improvement, and customer-centric service delivery.</li> <li>Develop and maintain performance metrics, service reports, and dashboards to track service center performance, identify trends, and make data-driven decisions.</li> <li>Collaborate with other IT units, departments, and stakeholders to ensure seamless integration of support services and effective communication regarding service center initiatives.</li> <li>Manage the lifecycle of laptop/desktop and other technology devices. This includes managing the inventory and the replacement process for such devices from planning, procurement, implementation, and support through the disposal process.</li> <li>Oversee the ID card services for users, including ID pictures, printing of ID cards, etc.</li> <li>Work with the Enterprise Application team supporting the ID card services as necessary.</li></ul> <br /> <p> <strong>OTHER DUTIES AND RESPONSIBILITIES:</strong></p> <br /> <ul> <li>Collaborate with all Information Technology areas in addressing technology related problems, services, and projects.</li> <li>Submit requested reports for status and future planning, as required.</li> <li>Make recommendations and determinations of support procedures and configurations to ensure IT Department Services Delivery Excellence.</li> <li>Attend all scheduled meetings, participate in professional development of self and the TSC team.</li> <li>Perform other related support activities as needed.</li></ul> <br /> <p> <strong>LICENSES, TOOLS, AND EQUIPMENT:</strong></p> <br /> <p>N/A</p> <br /> <p> <strong>ENVIRONMENTAL CONDITIONS:</strong></p> <br /> <p>The incumbent is not subject to adverse environmental conditions.</p> <br /> <p> <br />Requirements:</b> <br /></p> <br /> <p> <strong>MINIMUM QUALIFICATIONS:</strong></p> <br /> <ul> <li>A Bachelor&#39;s degree required, preferably in Information Systems Science, Computer Science, or related field.</li> <li>A minimum of five years of experience in IT support services, helpdesk management, or a related field, with a proven track record of leadership and management in a service-oriented environment.</li> <li>A minimum of two years of management/supervisory experience.</li> <li>Strong understanding of service desk management tools, IT service management (ITIL and ITSM) frameworks, and knowledge of best practices in technical support operations.</li></ul> <br /> <p> <strong>REQUIRED SKILLS AND ABILITIES:</strong></p> <br /> <ul> <li>Strong analytical and problem-solving skills</li> <li>Detail oriented</li> <li>Excellent oral and written communication skills at technical and non-technical levels.</li> <li>Ability to provide exemplary service to our end-users and proactively seek opportunities for service improvement</li> <li>Ability to maintain a positive attitude towards providing customer service and building relationships with users</li> <li>Ability to organize and prioritize multiple tasks with the ability to follow each to resolution</li> <li>Ability to work effectively as a team member or independently as appropriate</li> <li>Ability to collaborate with administrative users and Information Technologies staff members</li> <li>Ability to provide reliable and dependable service during critical times of the University calendar</li></ul> <br /> <p> <strong>PREFERRED QUALIFICATIONS:</strong></p> <br /> <ul> <li>More than five years of experience in IT support services, helpdesk management, or a related field, with a proven track record of leadership and management in a service-oriented environment.</li> <li>More than two years of management/supervisory experience.</li> <li>Certifications in ITIL, ITSM or project management are highly desirable.</li> <li>Master&#39;s or advanced degree preferred, in Information Technology or related field a plus. </li> <li>Other related certifications such A+.</li></ul> <br /> <p> <br />Additional Information:</b> <br /></p> <br /> <p>Salve Regina University offers generous benefits to eligible employees including (waiting periods apply):</p> <br /> <ul> <li>health, dental and vision coverage available on the first of the month following date of hire</li> <li>403(b) retirement plan through TIAA with employee and employer contributions as well as access to advising services</li> <li>long-term disability coverage</li> <li>employer-paid life and AD&amp;D insurance</li> <li>up to 100% free tuition at Salve for eligible employees and qualified dependents</li> <li>robust wellness program and free access to the on-campus Fitness Center</li></ul> <br /> <p>Other available benefits include:</p> <br /> <ul> <li>supplemental life insurance for employees and dependents</li> <li>supplemental insurance coverage through Aflac</li> <li>Tuition Exchange scholarship program. Application available for qualified dependents of eligible employees working full-time</li> <li>discounted pet insurance through ASPCA</li> <li>student loan forgiveness assistance program (SAVI)</li> <li>employee Assistance Program through Coastline EAP</li> <li>flexible spending health and dependent care accounts</li> <li>health savings accounts</li> <li>529 collegebound saver program</li></ul> <br /> <p>For more detailed information on Salve&#39;s benefits, visit <a href=" ; target="_blank" > ; <br /> <p>Salve Regina University strives to cultivate belonging values through diversity, equity inclusion in order to foster a welcoming culture for our staff, faculty and students, as well as the wider community. Salve Regina University embraces all people with grace. No matter the path traveled to get here, the University acknowledges that many identities will intersect. Salve Regina belongs to all in its community.</p> <br /> <p> <br />Application Instructions:</b> <br /></p> <br /> <p>Applicants must apply online for any open staff and faculty positions by providing a cover-letter and resume. Pre-employment background checks and reference checks are required of successful candidates. Salve Regina University participates in E-verify.</p> <br /> <p> <br />URL: </b> <a href=" ; target="_blank" >www.salve.edu</a> <br /></p><img src=" ;