Director of IT Service Management - ITS

Information Technology Services at West Virginia University is seeking applications for the Director of IT Service Management. The Director of IT Service Management (ITSM) will be responsible for strategic planning for the continuous maturation and improvement of the organization, as well as the day to day operation of several customer-facing teams in WVU Information Technology Services. Reporting to the Executive Director for Customer and Communication Services, the Director of ITSM will oversee the Service Desk, ITS Service Centers providing walk-up support, Software Licensing administration and administration of the service management tool (TeamDynamix). 

This person must be a thought leader and an agent for positive change, capable of articulating and executing a long-term vision for the team, motivating and uniting diverse staff, maintaining and growing a service-oriented culture, and engaging effectively with WVU administrators, faculty, staff and students. The Director will improve, manage and expand ITIL processes in the Service Management group and throughout ITS, collaborating with both leaders and staff to ensure effective communication, repeatable processes and shared approaches. 

• In order to be successful in this position, the ideal candidate will: 

• Establish and ensure consistency and expansion of ITSM processes & practices throughout the enterprise across all campuses. 

• Provide direction to ensure follow-through on incidents and problems, communicate shifting priorities, and escalate issues as needed to ITS Executive Leadership. 

• Provide regular, data-driven reports on our collective challenges, growth and progress. Effectively communicate both successes and opportunities. 

• Coordinate and collaborate with teams across ITS to create, improve and continuously mature tier 1, 2 and 3 support. 

• Coordinate and collaborate with teams across ITS to create, improve and continuously mature the change management process. 

• Serve as a primary point of contact for faculty, staff, students and administrators seeking support, and proactively engage with other ITS units and non-central IT teams, including the Academic IT Leaders. 

• Provide operational oversight of designated areas of responsibility, including budgeting, resource planning, and creation of policies and procedures and standards. 

• Provide direction, mentorship and regular feedback to team managers, and help ensure both their continued professional development and engagement. 

• Maintain good working knowledge of current and emerging technologies related to areas of responsibility. 

• Meet with vendors as needed to discuss: contracts and agreements; issues and resolutions; product updates; and changing service needs. 

• Advise the Chief Information Officer and executive ITS leadership team on issues, trends, concerns and opportunities for IT service management. 

Qualifications

A bachelor’s degree is required. A degree in business, technology, information systems or other industry-related field is preferred. Master’s degree is preferred. 

A combination of eight (8) years of experience in the following areas are required: 

• Service management, desktop support and or technical/user support experience. Experience working with faculty and staff in a higher education or BYOD environment is preferred. 
• Progressive management and leadership experience 
• Experience managing, organizing or leading change 
• ITIL certification strongly preferred. 

About WVU 

At West Virginia University, we pride ourselves on a tireless endeavor for achievement. We are home to some of the most passionate, innovative minds in the country who push their limits for the sake of progress, constantly moving the world forward. Our students, faculty and staff make this institution one of the best out there, and we are proud to stand as one voice, one university, one WVU. Find out more about your opportunities as a Mountaineer at http://careers.wvu.edu/. 

West Virginia University is an Equal Opportunity/Affirmative Action Employer and the recipient of an NSF ADVANCE award for gender equity. The University values diversity among its faculty, staff and students, and invites applications from all qualified individuals, including minorities, females, individuals with disabilities and veterans.