Director, IT Customer Services

University of Denver•Quinte West, ON

1d•Hybrid

About The Position

The IT Customer Services Department provides customer-focused support for a wide variety of technology resources across the University of Denver campus. Through a combination of distributed IT staff, tiered support, and a call center, this customer-centric department collaborates with campus partners to manage, maintain, and support the infrastructures for the multi-dimensional ways needed to support teaching, learning, events, and the day-to-day business operations at the university. Reporting to the Assistant Vice Chancellor (AVC) IT Customer Services, the position is responsible for the oversight of the multiple levels of service and support that the department provides campus wide. Responsibilities include the management, hiring, training, and implementation of staffing and scheduling for direct reports; working with faculty and teaching assistants, students, staff, and community patrons in multi-dimensional ways to support teaching, learning, and operations. The position requires the manager to remain current with industry best practices, and collaborative within a team environment. This position possesses an understanding of established procedures and has the ability to resolve complex issues; applies skills and knowledge in multiple functions.

Requirements

Bachelors degree, including computer-related coursework or an equivalent combination of education and experience, is necessary
Foundation of both ITIL and Lean processes and best practices.
5 - 8 or more years of progressive experience
5+ years’ supervisory experience
3-5 years of supervisory experience in an enterprise and cross-functional technology environment (preferably in higher education)
Comprehensive knowledge of IT concepts, practices, and procedures with the ability to apply that knowledge in complex, difficult, and/or unprecedented situations
Must be able to interact with all members of the University community
Strong verbal and interpersonal communication skills; must be able to communicate with diplomacy and tact, both in person and on the telephone
Strong leadership and management skills with the ability to critically reason and apply reasoning to significant technology problems
Manage problems that are highly varied and complex, with the capability to troubleshoot and perform well under pressure
Ability to create and interpret a variety of instructions furnished in written, oral, diagram, or schedule form
Excellent analytical skills to investigate IT problems, collect data, and develop resolutions to help resolve problems
Good organizational skills with the ability to prioritize work
Demonstrated commitment to creating and supporting an inclusive and equitable culture by embedding inclusivity into all aspects of the workplace

Nice To Haves

Masters degree
More than 8 years of demonstrated experience in a college or university environment
7-10 years of supervisory experience in an enterprise and cross-functional technology environment (preferably in higher education)
Proficient understanding of AV system design and integration

Responsibilities

Lead day-to-day departmental operations, coordinating workflow, setting priorities with the AVC IT Customer Services, and ensuring effective campus-wide IT support across the Distributed Support, Help Center, and End-User Computing teams
Deliver technical expertise and high-quality customer service, advising users on technology, policies, and procedures.
Foster strong communication and collaboration across IT, academic, and administrative units to build effective partnerships.
Oversee staff management, including hiring, training, supervision, performance evaluation, and development of ITCS support staff.
Manage resources and operations, including equipment inventory, maintenance scheduling, service levels, and performance metrics.
Support strategic and project initiatives by contributing to project teams, developing policies, and aligning departmental goals with broader institutional strategy.
Oversee and supervise 6-8 full-time staff