IT Operating Unit Director (IT@JH Client Technology Solutions)

Johns Hopkins University•Baltimore, MD

1d•Hybrid

About The Position

IT@JH Client Technology Solutions is seeking an IT Operating Unit Director responsible for the overall Executive Service delivery for Johns Hopkins senior leadership. This role ensures executive-facing IT support is delivered consistently across the community of executives supported by this service. The customer base includes JHU, JHHS, and JHM executives across multiple campuses, with core services delivered on the Johns Hopkins University Homewood and Johns Hopkins Medicine East Baltimore campuses. Key responsibilities include overseeing service delivery, establishing priority projects, ensuring security and compliance, coordinating executive travel, overseeing Diligent Board management, and coordinating executive support efforts enterprise-wide. The supported customer base utilizes various client devices including Windows PCs (Dell and Microsoft), Apple MacBooks, and iOS devices. The total customer base within the two executive teams is approximately 1000 customers, with 250 designated for executive support.

Requirements

Bachelor's Degree.
Eight years of progressively responsible IT management experience.
Three years of management/supervisory experience.
Mastery of client infrastructure technologies.
Mastery of client device security best practices.
Ability to communicate at all levels of the organization.
Advanced experience supporting various infrastructure applications including: Microsoft Endpoint Manager (Intune), SCCM, Active Directory, Ivanti VPN, Remote Desktop Services, Microsoft Teams/Zoom, MFA Solutions, AV Technologies, Diligent Board Management, Various reporting and Analytics tools such as Power BI/Splunk for SLA tracking, Citrix/virtualization.
Fluent in support of Apple/Mac.
Proficient in support of Microsoft/Windows.

Nice To Haves

Demonstrated history of providing excellent customer service at the highest levels of the organization.
Ability to instill and inspire others to provide service with a sense of urgency and anticipate the needs of the community served.

Responsibilities

Overseeing service delivery for executive-facing IT support.
Establishing priority projects for the IT operating unit.
Ensuring security and compliance requirements are met.
Coordinating executive travel logistics related to IT.
Overseeing Diligent Board management.
Coordinating executive support efforts across the Johns Hopkins enterprise.
Contributing to or leading strategic and tactical planning to achieve divisional goals.
Prioritizing initiatives and coordinating the evaluation, deployment, and management of current and future technologies.
Developing cost-effective, reliable, and compatible technology solutions to anticipate divisional needs.
Anticipating change and responding agilely to evolving technology requirements.
Assessing the impact and effectiveness of technology to ensure it supports divisional needs.
Providing input to and having responsibility for ongoing operations, budgets, multi-year budget forecasts, and strategic/operational planning.
Balancing personnel and funding resources to meet operational and strategic imperatives.
Interpreting customer business needs and recommending strategic investments in technology, applications, business processes, and personnel.
Leading the development of technology-related policies and procedures for the division.
Ensuring adherence to applicable Hopkins policies, practices, and regulatory requirements.
Representing senior IT or divisional leadership in meetings.
Managing customer relationships and satisfaction, and ensuring adherence to service level agreements.
Creating and promoting a culture of excellent customer service.
Facilitating and influencing division-wide strategic initiatives.
Maintaining relationships with strategic technology vendors.
Having direct responsibility for the design, development, and application of technical solutions.
Being primarily responsible for multiple major IT projects impacting the division.
Developing and implementing an effective and efficient organizational structure.
Recruiting, developing, retaining, organizing, and managing staff performance.
Performing other related duties as requested.