Director of IT Service Delivery - Brookings, United States - Dakota State University's

Description

Working Title Director of IT Service Delivery Physical Location of Position (City) Brookings South Dakota State University (SDSU ) Information Technology Department is offering an exciting career opportunity as a Director of IT Service Delivery. We are looking for a professional who would like to work in a cutting-edge, creative, and ever-changing environment as a member of a team of professionals that support an aspiring premier Midwest land-grant university. This is a 12 month, full-time, benefit-eligible position. The Assistant Vice President of Information Technology supervises this position for the Division of Technology and Security. SDSU is very interested in team-oriented, self-motivated, and goal driven professionals. SDSU is especially interested in candidates that can contribute to the experiences of underrepresented minorities in organizations. Women, minorities, veterans, and people with disabilities are especially encouraged to apply. Must be authorized to work in the U.S. Sponsorship is not available for this position. **RESPONSIBILITIES :**

Management of enterprise desktop infrastructure and all applications integrated across campus.

Management of technology that is utilized by the University for classroom instruction and the staff that support that equipment.

In-depth knowledge of IT Service Management (ITSM /ITIL ) strategies, process, policies, project management, and best practices, and demonstrates a strong customer service orientation.

Direct support of Faculty, Staff, and Students across campus through oversight of our Support Desk.

Supervision of staff, including project planning and management, interviewing, staff development & training, and assigning work.

Project Management and Client Relationship.

Technical and Operational Management.

**MINIMUM QUALIFICATIONS :**

Bachelors Degree in technology or a closely related field completed by first day of employment;

Attention to detail;

Ability to lift and carry up to 40 lbs.;

Experience with a ticket and asset tracking system;

At least five years of experience in customer service environment;

Demonstrated organizational and time management skills;

Outstanding interpersonal skills and the ability to develop, maintain, and cultivate relationships with internal and external clients;

Proven track record managing and leading a customer service team;

Expert level knowledge of Windows, MacOS, iOS and Android;

Experience managing video conferencing services (e.g. Zoom) and cloud productivity suites (e.g. Microsoft Office);

Experience with computer troubleshooting and repair;

Experience with mobile device support;

Well-developed analytical and quantitative skills to evaluate service levels and drive performance standards;

Ability to adapt to or establish policies, procedures, and technology and document this by established change control practices;

Experience with developing policies and procedures;

Ability to participate in strategic planning efforts;

Demonstrated ability or potential to plan, develop, implement, and evaluate educational materials and direct effective programs.

Valid drivers license, or ability to obtain one within 30 days of hire, and willingness to travel;

Demonstrated experience supporting, administering, & distributing application packages for Windows and Mac OS operating systems using Jamf and Microsoft System Security Service Manager (SCCM ) and GPOs;

Experience with planning, managing, and implementing technology-based projects while balancing multiple priorities;

Strong communication skills both oral and written;

Strength in collaborating and leading within a team and cross-functionally up to and including the executive leadership level.

**PREFERRED QUALIFICATIONS :**

ITSM knowledge/experience;

Experience managing video conferencing services (e.g. Zoom) and cloud productivity suites (e.g. Microsoft Office);

Well-developed analytical and quantitative skills to evaluate service levels and drive performance standards;

Experience with troubleshooting a variety of audio, visual, and multimedia equipment and systems;

Knowledgeable in troubleshooting Windows and Apple equipment as it relates to mediated spaces;

Ability to develop and conduct training, workshops, and/or seminars for the campus community;

Knowledge of specific security and data protection policies (FERPA , HIPAA , PII , etc.);

Experience in a higher education environment.

This system will guide you through the electronic application form. This employment site will also require the attachment of a cover letter, which should specifically address how the candidate meets the qualifications as outlined in the advertisement, resume, and a reference page with the contact information for three professional references. Email applications will not be accepted. Please contact SDSU Human Resources at if you require assistance with this process. Any offer of employment is contingent on the universitys verification of credentials and other information required by law and/or university policies, including but not limited to, successful completion of a criminal background check. South Dakota State University is a tobacco free environment. It is the policy of the University to maintain a drug-free environment and to thereby establish, promote, and maintain a safe and healthy working and learning environment for employees and students. This position is subject to South Dakota State Universitys Drug and Alcohol Testing Policy 4:14. Advertised Salary Commensurate with qualifications. Department Description and Cultural Expectations South Dakota State University is the states largest, most comprehensive university with more than 200 programs and an enrollment of approximately 12,000 students.

SDSU offers a rich academic experience in an environment of inclusion and access through inspired, student-centered education, creative activities and research, innovation and engagement that improve the quality of life in South Dakota, the region, the nation, and the world. Its employees embrace the universitys core values of being people-centered, expanding knowledge through creativity, embracing organizational and personal integrity, commitment to diversity, and excellence through continuous improvement. As the states 1862 Morrill Act land-grant institution, the work of the university is carried out on its main resident campus in Brookings, at sites in Sioux Falls, Pierre, Rapid City, and Aberdeen, and through Extension offices and Agricultural Experiment Station research sites across South Dakota. SDSU was recognized as one of 54 institutions in the United States as an Innovation and Economic Prosperity University by the Association of Public and Land-Grant Universities in 2014. The universitys total research expenditures are greater than $60 million. SDSU is the states first High Research Activity institution as classified by the Carnegie Foundation for the Advancement of Teaching. Jackrabbits Athletics competes as an NCAA Division I member with membership in the Missouri Valley Football Conference, the Summit League and the Big XII for wrestling. Brookings is home to approximately 24,000 residents and is located 60 miles north of Sioux Falls and 200 miles west of Minneapolis. rates Brookings as an ideal community for families, students, young professionals, and retirees. It considers Brookings among the safest and most vibrant cities in South Dakota. The Brookings Public School District educates approximately 3,300 K-12 students and ranks among the states highest academic achieving school districts. The district includes three elementary schools, an intermediate school for fourth and fifth grade, one middle school and a high school. The city also boasts an abundance of attractions and activities, including the Childrens Museum of South Dakota, Dak