Director of IT Service Delivery

Colorado School of Mines • CO

338d • $140,900 - $156,400

About The Position

The Director of Service Delivery plays a critical role within the Information Technology leadership team at Mines. This position oversees all aspects of IT support services across campus and is responsible for exceptional customer service. This individual manages and develops high-performing service delivery teams responsible for the IT service desk, classroom/office/lab/AV support, student technology resources, and all classroom software compatibility. The Director ensures the highest level of customer satisfaction by effectively balancing multiple projects, dependencies, and competing priorities. This position is a partner and works closely with IT leadership, faculty, staff, and students to gather feedback, optimize service delivery, and enhance the overall customer experience across the Mines community. This role demands advanced skills in customer service, project management, analysis, and communication, along with a blend of managerial expertise and a deep understanding of customer needs within a higher education environment. This role is on-site Monday through Friday to provide supervision and support to the team and proactive customer service to our campus community.

Requirements

• Bachelor's degree from a four-year college or university in Computer Science, IT Management/Administration, Project Management, Instructional/Educational Technology, or equivalent advanced technical training and experience.
• 5+ years in a supervisory, director, or senior manager role in IT operations or customer service delivery.
• 7+ years actively developing and supporting customer relationships.
• 7+ years in a technical troubleshooting and resolution role.
• Experience managing an IT service desk.
• Experience with writing professional communications to broad audiences.
• Technical experience with a ticketing system and generating reports.
• Experience leading computer troubleshooting and repair staff.
• ITIL v3 or v4 Foundation Certification.
• Advanced customer service, analytical, and project management skills.
• Strong leadership and collaboration skills and the ability to motivate a diverse team of professionals.
• Outstanding interpersonal skills and the ability to develop, maintain, and cultivate relationships with internal and external customers.
• ITSM knowledge, experience, and the ability to train others on these processes and activities.
• Broad understanding of Windows, MacOS, iOS and Android.
• Advanced level knowledge of productivity applications such as Microsoft Office and Google Workspace applications.
• Excellent organizational skills, including the ability to prioritize and to manage multiple tasks simultaneously.
• Skilled in customer research techniques that drive optimal customer experiences.

Nice To Haves

• Experience with information technology in education.
• Experience writing policies and procedures.
• Experience with Intune, MECM (SCCM) and JAMF device management.
• Support Center Manager (HDI) Certification.
• Comfortable working in a dynamic environment and navigating ambiguity, while building a vision for future enterprise needs.
• Working knowledge of the O365 suite of products.
• Working knowledge of service management tools (TeamDynamics, ServiceNow, etc.)

Responsibilities

• Optimize the Customer Experience: Strategically design, deliver, and enhance all services and processes to maximize customer satisfaction and operational efficiency.
• Build Strategic Partnerships: Cultivate strong relationships across the university to foster collaboration and ensure alignment with organizational goals.
• Drive Service Innovation: Conduct thorough stakeholder analysis to identify critical needs and prioritize service offerings that deliver exceptional value.
• Establish a Service Management Framework: Develop and implement a strategic roadmap for ITSM excellence, emphasizing continuous improvement and organizational growth.
• Ensure Service Quality: Implement robust customer service quality programs across all IT functions.
• Develop and track key performance indicators (KPIs) to measure customer satisfaction and service effectiveness.
• Establish and maintain clear service level agreements (SLAs) that meet the evolving needs of the institution.
• Encourage a culture of self-auditing and compliance within the ITSM framework.
• Drive ongoing training and development to ensure staff proficiency and adaptability.
• Foster a positive and inclusive team environment.
• Guide and mentor managers and team members in their professional growth.
• Oversee talent management, including staffing, scheduling, career development, and succession planning.
• Conduct regular performance reviews to provide constructive feedback and identify areas for improvement.
• Implement and monitor service level agreements (SLAs) to ensure consistent service delivery.
• Analyze ticketing data to identify trends and proactively address recurring issues.
• Continuously improve service delivery processes to enhance efficiency and customer satisfaction.
• Manage the IT budget and ensure responsible spending.
• Proactively support AI opportunities to drive service delivery efficiencies.
• Build strong customer relationships through all communication channels.
• Proactively address customer concerns and ensure high levels of customer satisfaction.
• Utilize customer feedback (e.g., CSAT scores) to drive service improvements.
• Oversee the maintenance, troubleshooting, and repair of computer systems and peripheral equipment.
• Develop and maintain an IT knowledge base to encourage self-service and reduce support requests.
• Track hardware and software technology assets using an asset management tool.
• Maintain an inventory of equipment that can be distributed when needed.
• Purchase computers based upon a defined computing standard.

Benefits

• Flexible health and dental care options.
• Generous sick/vacation time: 13 paid holidays per year – including a week-long winter break for entire campus.
• Fully vested retirement plan on first day of employment, with generous employer contribution.
• Tuition benefits (6 credits per year for employees, 50 percent discount for dependents).
• Free RTD Ecopass.
• Access to discount programs through the State of Colorado.
• Free tickets for Mines Athletics home games.
• Access to the state of the art Recreation Center (fitness classes and training, swimming pool and more).
• Access to equipment rentals through the Outdoor Rec Center.
• On campus daycare center.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Bachelor's degree