Associate Director of Engagement and Support (IT)
Salisbury University, a member of the University System of Maryland, is a regionally accredited four-year comprehensive institution offering 58 distinct graduate and undergraduate programs. Located on the historic Eastern Shore, SU's beautiful campus is some 30 miles from the Atlantic beaches and 2.5 hours from Baltimore and Washington, D.C.
Salisbury University is seeking qualified applicants for the position of Associate Director of Engagement and Support in the Information Technology department.
Primary Job Duties: Manage and coordinate resources for all direct client facing services. This includes but is not limited to ensuring customers receive excellent customer service from the client support teams and prompt responses for academic and classroom technology issues. Making sure issues are resolved in a timely manner and customer engagement and satisfaction levels reviewed. Engage the campus to provide excellent customer service and technology training opportunities. This includes but is not limited to defining and documenting role based training needs and resources available. When appropriate work with subject matter experts to develop training material. Contract outside experts for specific training when needed. Participate on project teams developing end user rollout plans and appropriate training material. Create focus groups to understand campus engagement levels.
Minimum Qualifications: 3-5 years of related experience and a Bachelor’s degree in a technology related field, teaching/training or a related field. Experience supervising a customer facing service unit is required.
Must be detail oriented and have excellent interpersonal, customer service, organization and planning, prioritization, problem solving, follow through, time management, and oral and written communication skills. Also, must be flexible and possess the ability to successfully handle multiple tasks/projects simultaneously and work well under pressure, work independently and in a team-oriented environment. Proficiency with Microsoft Office Suite is required.
Preferred Qualifications: Experience in an educational environment desired. Experience presenting material, delivering training and presenting Audio Visuals preferred. Experience as part of a project team handling client rollout and training and experience managing a training program for a large group desired.
This is a full-time, exempt, State position with a full benefits package. Salary will be commensurate with experience and qualifications.
Applications will be accepted via Salisbury University's Online Employment Application System. Please visit our website http://www.salisbury.edu/hr/careers/ to apply online. See the FAQs of the Online Employment Application System for more information and instructions.
To be considered an applicant, you must apply online and submit a cover letter and resume. All documents that you wish to provide must be attached to your application in the Online Employment Application System. Please do not send any documents via E-mail. Three professional references will be requested and required before the final stages of the search. Candidates will be notified prior to references being contacted. Applications received by July 11, 2018 will receive full consideration; the position is open until filled.
Diversity and inclusion are core values of Salisbury University. We strive to create a truly diverse and inclusive environment where the richness of ideas, backgrounds, and perspectives of our community is harnessed to create value for our University community to include students, faculty, and staff, today and in the future. To this end, the University recruits exceptional and diverse faculty, staff, and students from across Maryland, the United States, and around the world, supporting all members of the University community as they work together to achieve institutional goals and vision. To learn more about the University’s commitment to fostering a diverse and inclusive campus, please visit http://www.salisbury.edu/equity/.