Director, Enterprise Operations & Support

Viewing technology in the context of work, scholarship and campus life, Tufts Technology Services (TTS) is a university-wide service organization committed to delivering technology services that support Tufts’ mission of teaching, learning, research, and service. Understanding that IT enables innovation, TTS prioritizes holistic, human-centered design strategies to create timely and intuitive services, applications and tools that differentiate the Tufts experience.

Across our diverse and creative teams, we engage and focus our collective talent to strengthen Tufts’ strategic IT capabilities. To keep pace with our community’s emerging needs, we continue to evolve our competencies across four main families of practice, including Planning and Design, Service Delivery and Operations, Data Strategy, and Academic Technology. 

Thinking and acting strategically with technology occurs through strong partnerships and an engaged community. Additionally, for technologies to take on integral meaning to our work, we also need reliable and consistent support in using them. With staff across all of Tufts’ campuses, as well as a 24x7 IT Service Desk, we collaborate with schools and divisions to meet the demands of a global, mobile community and to enable the broadest possible access.

Come join our collaborative, flexible work environment, where leadership is valued at all levels of the organization, and opportunities abound to work with leading technologies and learn new skills.

Reporting to the Director of Enterprise Infrastructure & Operations, the Director of Enterprise Operations and Support will provide strategic leadership for the ongoing operation and support of a portfolio of applications and services broadly supporting the overall University, and clinical services at Tufts Dental and Veterinary schools. S/he will oversee the provisioning of sustainable and effective client support services for the entire TTS service catalog, ensuring that Tufts’ 10,000+ faculty, staff and students have appropriate support to make the best use of technology. The Director will lead the development of a service-oriented and client-centric culture through maintaining a keen focus on building client relationships, enhancing knowledge-centered support, developing talent, ensuring ownership and accountability, and adopting best-practice processes and systems to achieve operational excellence. Tufts is currently in the process of centralizing the overall support and operations at our Dental and Veterinary schools, and charting the course for our on-premise services to hybrid or cloud (whichever ensures premier service for our Community). The ideal candidate will work in a dynamic matrixed organization, across Tufts four campuses in Medford, Boston and Grafton, to actively engage with their respective communities and lead the development of a comprehensive set of IT services to support their teaching, learning and research missions. This is a critical role in the organization and will be central to collaborating closely with other TTS directorates to design, enhance, implement, transition, and support IT services throughout their entire lifecycle. In addition to the technology aspect of this position, this is an opportunity for the right candidate to help Tufts re-envision its infrastructure and transform how we deliver and support applications and services for our community, and to fully integrate the IT operations of our Dental and Veterinary schools with the broader University. 
 

Qualifications

 Basic Requirements:

• Bachelor's Degree in related field.

• 10+ years’ progressive management or leadership experience in IT.

• Exceptional leadership skills, with the ability to communicate a vision that inspires and motivates IT operations staff and aligns to the IT and business strategy.

• Experience in effectively managing cross-functional teams, influencing key stakeholders, across the organization and within complex contexts.

• Demonstrated experience in establishing standard processes and managing performance to achieve key metrics.

• Proven experience planning, leading and managing professional IT support and operation teams based on industry best practices and cultivating and developing high-performing teams to possess a strong service ethic, requisite technical skills, and continuous improvement mindset in a complex 24X7 environment.

• Extensive understanding and knowledge of ITIL-based IT service management best practices, as well as industry best practice IT support and End User Computing standards, strategies, solutions, and methodologies.

• Significant direct experience developing, overseeing, measuring and improving business processes using metrics reporting and analysis of key performance indicators (KPI) and service level targets and/or agreements (SLA) to achieve and sustain operational excellence.

• Attainment of relevant certifications and professional networking via involvement in industry groups.

• Demonstrated Program and Project Management skills.

• Strong fiscal management and budgetary skills.

• Demonstrated excellence in problem solving and tackling complex issues that span multiple areas of responsibility and diverse technologies.

• Excellent written and oral communication skills, including the ability to translate technical concepts to a non-technical audience.

Preferred Qualifications:

• Master’s Degree.

• Previous experience in higher education.

• Experience proactively managing an outsourced, third-party support vendor for a significant portion of support operations, including Help Desk services.

• Ability to instill confidence in the CIO and VP of I&O that IT operations contributes to the business value of IT.

• Effective influencing and negotiation skills in an environment where resources may not be in direct control of this role.

• Strong IT operations acumen, including cross-domain knowledge and preferably earlier career experience in an individual contributor role in IT operations.

• Success in leveraging both traditional practices, such as IT service management, as well as emerging methods, such as DevOps, that are optimized for agility.

• Demonstrated ability to develop and execute a plan that ensures that the right people are in the right roles at the right time, and that employees are highly engaged and satisfied.

• Strong vendor management and partner relation skills to identify and leverage resources internal and external to the enterprise to enhance capabilities that support business objectives.

An employee in this position must complete all appropriate background checks at the time of hire, promotion, or transfer.

Equal Opportunity Employer – minority/females/veterans/disability/sexual orientation/gender identity.