Director, IT Network Operations

University of Denver•Denver, CO

14h•Hybrid

About The Position

The Information Technology (IT) Division supports the University of Denver's vision, values, mission, and goals by providing essential IT infrastructure, systems, administrative applications, academic resources, and related services to faculty, students, and staff. Aligned with DU’s Impact 2025, the division ensures IT resources support strategic goals and operational plans, operating under the principle of “One DU”. The IT Network Operations team is dedicated to the daily operational support of all university-owned data, voice, and video services, encompassing routers, switches, wireless LAN, Voice over IP, and call center applications. This role reports to the Vice Chancellor IT/CIO, ensuring highly available and robust IT services 24/7/365. The Director will also develop and implement operational checklists, processes, and procedures to support Tier 1 and Tier 2 support within the IT organization.

Requirements

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.