Director, IT Network Operations

University of Denver•Quinte West, ON

2d•Hybrid

About The Position

The Information Technology (IT) division is the unified IT organization that supports the vision, values, mission, and goals of the University by providing IT infrastructure, systems, administrative applications, academic resources, and related services to faculty, students, and staff. The IT Network Operations team is responsible for the day-to-day operational support of all university-owned data, voice, and video services. This includes but is not limited to routers, switches, wireless LAN, Voice over IP, and call center applications. The role of the Director, Network Operations reports to the Vice Chancellor IT/CIO and enables the Vice Chancellor IT/Chief Information Officer (CIO) and the University to offer highly available, robust IT services 24 hours per day and 365 days per year. Additionally, the Director, Network Operations, will develop and implement operational checklists, processes, and procedures necessary to enable Tier 1 and Tier 2 support within the IT organization.

Requirements

Ability to set and manage priorities judiciously
Excellent written and oral communication skills
Excellent interpersonal skills
Strong negotiating skills
Ability to present ideas in business-friendly and user-friendly language
Exceptionally self-motivated and directed
Keen attention to detail
Superior analytical, evaluative, and problem-solving abilities
Exceptional service orientation
Ability to motivate in a team-oriented, collaborative environment
Able to read, write, speak, understand, and satisfactorily communicate with others in English in person, over the phone, and via email
Bachelor’s degree in the field of computer science, information systems, computer engineering, or a related field, or equivalent work experience
8 or more years of IT and/or business/industry work experience, including network operations and information security
Leadership experience in managing multiple, cross-functional teams or projects
Requires exposure to multiple, diverse networking technologies
Proven leadership ability

Nice To Haves

Master’s degree in one of these fields preferred

Responsibilities

Manage day-to-day IT Network Operations activities, ensuring the integrity, security, and high availability of all IT Operations’ services.
Provide leadership to leverage technologies, processes, and disciplines for delivering best-in-class methods throughout IT Network Operations.
Demonstrate excellent organizational abilities, ability to prioritize and follow up on open issues and projects with a sense of urgency
Ensure that service delivery and customer satisfaction exceed published service levels and coordinate escalation of issues as required
Assist the staff responsible for the deployment, maintenance, and support of hardware and software.
Ensure that all IT Network Operations projects are well-defined, planned, and executed, with a strong emphasis on communication and testing
Develop and respond to appropriate service level agreements and metrics, and maintain comprehensive documentation of processes, systems, networks, and change-control.
Responsible for driving the “One DU” culture through values and customer service standards.
Accountable for outstanding customer service to all external and internal customers.
Develops and maintains effective relationships through effective and timely communication.
Takes initiative and action to respond, resolve, and follow up regarding customer service issues with all customers in a timely manner.