Position Summary
The incumbent is responsible for managing the daily operations of staff in the help desk, endpoint management, and service management teams.
The responsibilities include assigning service tickets, network connectivity, staff management, and process improvement.
This role is responsible for coordinating with University Housing to ensure that all residents have reliable and secure access to network services.
In addition to coordinate with University Housing leadership to assist with the planning and implementation of their technology initiatives.
The incumbent shall play an active role in guiding the ITS endpoint management function. In this capacity, the incumbent shall provide project leadership and subject matter expertise to the Endpoint Management team that administers and supports Windows and Apple systems.
The incumbent shall work with the Endpoint Management team to develop and implement endpoint management infrastructure, security policies, and wide scale application and OS deployments.
Position Information
The Associate Director of Service Management responsibilities include :
IT Service Management Planning and Innovation
- Work with the ITS Service Desk and Endpoint Management teams to develop strategic plans for wide scale hardware, application and OS deployments.
- Based on such planning, manage implementation and development products and projects, coordinating all functional and technical aspects of the implementation efforts, including coordinating change requests and service requests.
- Establish an environment of innovation by researching and examining current and new technology trends.
- Collaborate across all ITS teams including Enterprise Applications (EA), Systems, Security, and Network to develop tactical and strategic application development plans.
- Oversee endpoint security including the protection of sensitive data and the appropriate use of security technologies in these protections.
- Represent SF State in CSU-wide meetings and conferences as appropriate.
Management
- Build appropriate training and time management activities and processes for the effective allocation of staff to tasks while also keeping current in technologies and best practices.
- Supporting the Systems Identity management team as related to the application support infrastructure of identity management.
- Coordinate the applicable service team response to Information Security Officer (ISO) initiated objectives and required or requested mitigations.
- Establishes goals, performance, and accountability measures to ensure staff are meeting timelines, working efficiently, and providing high levels of service delivery.
- Manages key vendor relationships with ITS vendors and service providers.
Other Duties as Assigned
Minimum Qualifications
- Bachelor's Degree in Business, Management Information Systems, Computing Science, or a related field.
- Seven to ten years in progressively responsible IT roles, including enterprise application development.
- Demonstrated success in managing or supervising a development team.
- Demonstrated success in working with collaborative IT governance bodies.
- Extensive experience with and working knowledge of software development methodologies, application security, and application architecture.
- Demonstrated ability to utilize proven implementation methodologies and project management tools.
- Excellent oral and written communication skills as well as excellent presentation skills.
- Strong problem-solving, leadership, team building, and organizational skills.
- Demonstrated ability to articulate complex issues, plans and concepts to diverse populations, including executive management.
Preferred Qualifications
- Master’s Degree in Business, Management Information Systems, Computing Science, or a related field.
- Demonstrated success in leading complex IT projects in non-profit / Higher Education environment.
- Demonstrated knowledge of underlying technologies (i.e. databases, operating systems, and hardware).
- Experience in mobile development and support scenarios with native applications.
- Experience in the use of Confluence / Jira in a development organization.
- ITIL Certification
Pre-
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