Director of IT Service Desk

Company: Texas A&M University
Location: College Station
Posted on: March 18, 2023

Job Description:

Job TitleDirector of IT Service DeskAgencyTexas A&M UniversityDepartmentTechnology ServicesProposed Minimum SalaryCommensurateJob LocationCollege Station, TexasJob TypeStaffJob DescriptionGlimpse of the Day and Your Opportunity to ContributeAs the Director, IT Service Desk you will report to the Executive Director of IT Support Services and will direct a comprehensive, university-wide service desk, including planning, organizing, staffing, leading, and unifying departmental support activities. This position is key to ensuring operational credibility and service excellence for IT services through proactive management of incidents, problems, and requests.Develop, oversee, and lead services or projects to ensure client expectations are met or exceeded. Develop benchmarked SLAs and metrics as well as standardized reporting ensuring the effective operation of services. Grow and cultivate staff development and a culture of continual improvement and inclusivity.A well-qualified candidate will have 7 years of progressively responsible management experience in supporting faculty, staff, and students in the use of technology used in higher education. Prefer an individual who has managed at a large university with:

• Experience with hands-on work in solving technology problems
• Extensive experience with developing policies, procedures, and standards for installing, configuring, and supporting enterprise platforms.
• Experience implementing ITSM processes and procedures
• Experience with large scale enterprise environments in higher education
• Demonstrated experience leading change initiativesQualifications
  • Bachelor's degree in applicable field or equivalent combination of education and experience.
  • Ten years of related experience in areas such as the operations/maintenance of computer equipment, services management or project management
  • Three years of supervisory experience
  • ITIL, PMP, or HDI Support Center certifications preferredWhat to do NextApply!Cover Letter/Resume: A cover letter and resume will assist us in our review of your application materials. These can be uploaded on the application under CV/Resume.Benefits of working at Texas A&M UniversityTexas A&M University is a prestigious university with strong traditions, core values, and a community of caring and collaboration. We are committed to enriching the learning and working environment by promoting a culture that respects all perspectives, talents & identities. Embracing varying opinions and perspectives strengthens our core values which are: Respect, Excellence, Leadership, Loyalty, Integrity, and Selfless Service.In addition, you have access to many benefits and perks, such as:
    • Health, dental, vision, life and long-term disability insurance with Texas A&M contributing to employee health and basic life premiums
    • 12-15 days of annual paid holidays
    • Up to eight hours of paid sick leave and at least eight hours of paid vacation each month
    • Automatically enrollment in the Teacher Retirement System of Texas
    • Health and Wellness: Free exercise programs and release time
    • Professional Development: All employees have access to free LinkedIn Learning training, webinars, and limited financial support to attend conferences, workshops, and more
    • Educational release time and tuition assistance for completing a degree while a Texas A&M employeeInstructions to Applicants: Applications received by Texas A&M University must either have all job application data entered or a resume attached. Failure to provide all job application data or a complete resume could result in an invalid submission and a rejected application. We encourage all applicants to upload a resume or use a LinkedIn profile to pre-populate the online application.All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution's verification of credentials and/or other information required by the institution's procedures, including the completion of the criminal history check.Equal Opportunity/Affirmative Action/Veterans/Disability Employer committed to diversity.

Keywords: Texas A&M University, College Station , Director of IT Service Desk, Executive , College Station, Texas