Associate Director IT Services

UC Law SF • San Francisco, CA

2d • $95,000 - $105,000 • Onsite

About The Position

The Associate Director, IT Services, directs the department’s on-site service operations. This is a supervisory position. Under general direction of the Executive Director, IT Services, the position supervises staff providing end-user computing, classroom technology, and campus service support; establishes priorities, schedules, and work assignment; monitors service performance against defined service levels; and is accountable for the quality and consistency of technology service delivered to the campus. The position directs escalation and communication during service disruption and acts on performance trends to prevent recurrence.
The position is accountable for the operational readiness of classroom, examination, and event technology across the campus, and serves as the escalation point when instruction or institutional events are disrupted.

Requirements

• Bachelor's degree in a related area and/or equivalent experience or training required.
• Work requires technical knowledge normally acquired through professional training and certification or an equivalent combination of education and experience.
• Minimum seven years of experience in technology service delivery is required, including at least three years with direct responsibility for classroom or event A/V service in a multi-room environment, and at least two years of supervisory or lead responsibility in those areas, or an equivalent combination of education and experience.
• Demonstrated ability to supervise staff, including assigning work, evaluating performance, and addressing performance concerns.
• Ability to manage service delivery against defined service levels and to act on performance data.
• Working knowledge of integrated A/V control, presentation, audio, and videoconferencing systems sufficient to set service standards, direct troubleshooting, and evaluate the work of staff and vendors.
• Ability to establish readiness, maintenance, and refresh standards for instructional technology and to hold staff and contractors to them.
• Ability to communicate clearly with non-technical audiences, including faculty and senior administrators.
• Ability to establish and maintain cooperative working relationships with students, faculty, and staff.
• Ability to work collaboratively with colleagues across the department and with other institutional units.
• Ability to manage budget and vendor relationships.
• Ability to manage priorities, projects, and competing demands with a high degree of autonomy.
• Ability to work effectively with people from diverse backgrounds at all organizational levels.

Nice To Haves

• Experience supervising in a represented environment is preferred.
• Experience in higher education is preferred.

Responsibilities

• Supervises assigned staff, including assigning and scheduling work, establishing priorities, monitoring workload, and reviewing work for quality, completeness, and timely service delivery.
• Conducts performance evaluations, establishes performance goals, and provides ongoing coaching, feedback, and professional development.
• Participates in recruitment, selection, onboarding, and training of employees within the unit.
• Manages performance and initiates corrective action, as appropriate, in consultation with Human Resources and in accordance with applicable policies and collective bargaining agreements.
• Approves or coordinates time, leave, schedules, and staffing coverage in accordance with applicable policies and collective bargaining agreements.
• Maintains service delivery through group assignment queues, with the status and history of work visible across the team.
• Holds the team collectively accountable for service level, queue, and backlog performance, and monitors volume, aging, and distribution to rebalance staffing and coverage.
• Ensures appropriate cross-training, documentation, and knowledge sharing so that critical services and systems are not dependent on a single employee.
• Leads post-incident review, including examination of whether the response depended on a single individual, and directs the resulting corrective work.
• Maintains effective working relationships with employee representatives and administers applicable provisions of collective bargaining agreements in coordination with Human Resources.
• Manages the day-to-day delivery of technology support services to students, faculty, and staff, including the service desk, classroom technology support, and campus event support.
• Establishes and monitors service levels, response and resolution targets, and queue performance; reports on results and acts on trends.
• Serves as the escalation point for disruption in classrooms, lecture halls, examination rooms, and event spaces; directs response to restore instruction and limit downtime and communicates status to affected faculty and administrators.
• Coordinates support coverage for the academic calendar, including term start, examinations, commencement, and major campus events.
• Has primary managerial and operational accountability for the condition, performance, and lifecycle management of installed classroom and event A/V systems, including presentation, audio, control, and videoconferencing systems, and establishes and oversees the standards, processes, and priorities for their maintenance, support, and refresh.
• Establishes and oversees technology readiness verification for the academic calendar, including pre-term and pre-examination room checks, and directs corrective work arising from them.
• Develops and manages the operating budget for service operations, including equipment refresh, consumables, and support contracts.
• Manages relationships with service, A/V, and classroom technology vendors, integrators, and consultants, including scope definition, performance against contracted terms, and acceptance of installed work.
• Represents IT Services in classroom, learning space, and facilities renovation projects, defining technology requirements and reviewing proposed designs.
• Directs commissioning and acceptance testing of new installations and is accountable for the technical quality of work accepted on behalf of the College.
• Plans equipment lifecycle and refresh cycles in coordination with the Executive Director and infrastructure staff.
• Evaluates service demand, staffing capacity, technology needs, and operational trends to inform departmental planning, project prioritization, and process improvement initiatives, with a focus on improving service delivery, reliability, and resource utilization.
• Applies institutional information security, procurement, records, and other applicable policies and requirements to the unit’s operations; identifies and addresses compliance issues as appropriate.
• Communicates service changes, outages, operational expectations, and other technology-related information to the campus community in plain language.
• Represents IT Services on campus committees, working groups, and cross-functional initiatives as assigned, providing operational expertise and contributing to discussions and decisions affecting technology support services.

Benefits

• Comprehensive medical, dental and vision insurance coverage
• Flexible Spending Accounts for transportation-related, healthcare and dependent care expenses
• Employee Assistance Program
• Life Insurance, Disability Insurance, and Legal Insurance
• Deferred Compensation Plans/Pre-tax Retirement Savings Programs
• Fifteen paid holidays per year
• Generous vacation and sick leave
• Commuter Benefits Program

What This Job Offers

• Job Type: Full-time
• Career Level: Manager