Position Summary

The Director will be responsible for building an operating plan that will improve ITS Service desk operation, business alignment, customer engagement, awareness, satisfaction and quality services for the service delivery section of the ITS service area.

The Director has ownership of Information Technology Service Management (ITSM) including: Incident, Problem, Change Management, and Capacity Management and will provide leadership and oversight of the service desk as it pertains to ITSM best practice.

The person in this position will collaborate with all functional areas within ITS to help drive the value and quality of services offered. They will be the highest level of technology issue escalation for the customers, and will resolve all issues escalated to them utilizing appropriate resources at their disposal.

Our generous benefits package includes medical, dental, and vision plans; paid parental leave; short term and long term disability plans; life insurance; flexible spending accounts; and a 403(b) retirement plan which includes a 10% employer contribution once eligible. RFUMS is committed to employee wellbeing and work-life balance. This position is eligible for 24 days of vacation, 15 sick days, and 13 holidays plus two floating holidays.

This position may be eligible for a flexible work arrangement, which could include a work from home option a couple of days a week.

Who We Are

Rosalind Franklin University of Medicine and Science (RFU) is a graduate health sciences university committed to serving the population through the interprofessional education of health and biomedical professionals and the discovery of knowledge dedicated to improving wellness. The university embodies the spirit of inquiry and excellence modeled by its namesake Dr. Rosalind Franklin, whose Photo 51 was crucial to solving the structure of DNA.

The Department of Information Technology Services (ITS) provides students, faculty, and staff with technology resources and support services that foster the mission, vision, and strategic plan of Rosalind Franklin University. Our vision is to be an enabler of innovation and a valued community partner that enhances the education of future health care professionals, assists researchers in the process of scientific discovery, and improves the technology skills of the RFU community.

ITS is responsible for the planning, management, and direction of technology initiatives in support of the academic and administrative operations at RFU. We are committed to developing and maintaining highly effective, reliable, secure information systems that support instructional, administrative and research functions.

ITS is composed of professional staff spread across multiple teams with a common set of skills and ambition, and a desire to collaborate both internally and externally with the RFU community.

Essential Duties & Responsibilities

• Provide proactive leadership and direction for the department to ensure documented, widely communicated and clearly understood Incident, Problem, Knowledge, and Request Fulfillment management processes, acting as a visible champion for ITSM principles and practices while establishing and cultivating an environment that encourages problem solving, critical thinking, and innovation. Develop and lead adoption of Continual Service Improvement, ensuring the highest levels of service are met for customers.
• Manage service desk staff and effectively schedule staff to maximize overall performance and service levels to customers.
• Ensure the service desk is managed, staffed, and work is prioritized on a daily basis, providing onsite oversight and management in the area 5 days/week.
• Partner closely with leaders of other operational units (Facilities and Maintenance, Human Resources, Purchasing, etc…) to ensure alignment.
• Work with ITS management to identify and report the frequency and duration of service interruptions and collaborate with department Directors to facilitate the design, integration, execution, and continual improvement of ITS services, policies, processes, and procedures to resolve identified issues.
• Provide evaluation and advice regarding the introduction of new functionality, technology, and services to the university.
• Perform communication activities for ITS processes (e.g., incident notifications, change schedules, and maintenance activities) to internal staff, IT Stakeholders, and the external community and coordinate incident response from the first incident report to closure, escalating critical issues to the appropriate service team when necessary.
• Serve as top tier for escalation of customer issues and mediate and resolve situations of customer dissatisfaction.
• Build and maintain a service catalog to specify ITS services, and service level agreements, define internal owners of those services, and describe how they can be consumed by customers.
• Develop and implement measurement systems to track effectiveness of service delivery process improvement initiatives, and run audits, surveys, and reports regularly to validate customer satisfaction and improved service delivery measurements and assure achievement of critical performance measurements, including required service levels.
• Develop/mentor and manage help desk and audiovisual staff, and lead recruiting processes to hire new client services staff when needed.
• Ensure the security, and accurate inventory of the client workstations through the application of appropriate user permissions, maintenance of security software, and ability to perform remote audits of client workstations.
• Participate in project status meetings with the IT management team, and provide weekly status reports to the CIO on other matters related to the operations of the supervised areas.
• Participate in the annual budgeting process with CIO to recommend operational and salary budget levels.
• As a director level position in the ITS Department, assist the CIO with special projects related to the efficient operations of the department.
• Perform other miscellaneous job related duties as assigned.

Conditions of Employment

• Must achieve satisfactory results from a background check
• Must have proof of COVID 19 vaccination with booster or a university approved exemption

Required Education & Experience

• Bachelor’s degree in an Information Technology related field.
• Five or more years of experience in a position performing similar duties.
• Prior experience with managing customer requests through the use of incident tracking applications.
• Experience supporting popular hardware and software solutions from a variety of manufacturers.

Required Knowledge, Skills, & Abilities

• Ability to manage a team of technical professionals in the support of desktop computing systems and classroom technologies.
• Ability to help create and enforce policies and procedures related to areas of supervision.
• Ability to project resource needs, establish appropriate budgets, and then meet budget targets on a consistent basis.
• Ability to work with product vendors in supporting hardware and software.
• Skilled in identification and implementation of solutions to technical issues of any nature.
• Ability to train staff and faculty members on technical applications.
• Experience gathering and reporting relevant performance metrics to user community.
• Strong project management skills.
• Proficient in the use of Microsoft Office products.
• Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals and constituencies in a diverse community.

Preferred Qualifications

• Advanced degree in an Information Technology related field.
• Industry certifications such as ITIL, COBIT, MCITP, A+, ACSP, or PMP are preferred.
• Experience working in a university setting is desired, but not required.
• Prior experience with implementing client support tools for imaging and remote control.

Typical Physical Demands & Working Conditions

• Selected candidate must have the mental and physical capabilities to perform the essential functions of the position with or without reasonable accommodations.

EOE, Including Disability / Vets