Associate Director of Service Management #536837 - San Francisco, United States - San Francisco State University

San Francisco State University

Verified Company

San Francisco, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Working Title
Associate Director of Service Management

Administrator Level

This position is an Administrator II in the California State University Management Personnel Plan (MPP), reporting to the Director of Service Management.

SF State University

San Francisco State is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status.

Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager.

Applicants may visit for more information on SF State's policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised.

Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator.

San Francisco State is a 100% Smoke/Vapor-Free Campus. Smoking or Vaping of any tobacco/plant-based substance is not permitted on any University properties.

The person holding this position may be considered a "mandated reporter" under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

Department
Information Technology Services - Service Management

Appointment Type
At-Will

Time Base
Full-Time

Work Schedule
Monday - Friday; 8:00 am -5:00 pm

Anticipated Hiring Range
$9, $10,808.00 Per Month ($114, $129,696.00 Annually)

Salary is commensurate with experience.

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.

Position Information

The Associate Director of Service Management responsibilities include:

IT Service Management Planning and Innovation

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.
Oversee endpoint security including the protection of sensitive data and the appropriate use of security technologies in these protections.
Represent SF State in CSUwide 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.
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.
Demonstrated success in managing or supervising a development team.
Demonstrated success in working with collaborative IT governance bodies.
Demonstrated ability to utilize proven implementation methodologies and project management tools.
Excellent oral and written communication skills as well as excellent presentation skills.
Strong problemsolving, 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 nonprofit/Higher Education environment.
Demonstrated knowledge of underlying technologies (i.e. databases, operating systems, and hardware).
Experience in the use of Confluence / Jira in a development organization.
ITIL Certification

Pre-Employment Requirements
This position requires the successful completion of a background check.

Eligibility to Work
Applicants must be able to provid