Director of Information Technology Support

The Director of Information Technology Support is a member of the IT leadership team reporting directly to the CIO and provides leadership for the end user IT experience including service desk, deskside support, PC refresh and IT asset management operations. The Director will lead the development, implementation and continuous improvement for the university’s IT end user experience strategy. The strategy will be built understanding the faculty, staff and student’s day to day operational needs with special attention to achieving a high rate of service satisfaction and continuous improvement.

The Director will coach and mentor a team of IT professionals through person centered leadership, focusing on strengths and driving engagement, exchange of ideas and strong communication practices. The director will be the ITSMchampion for the IT organization and will establish a strategy and plan for implementation of the processes and procedures necessary by collaborating with the Marquette’s technical teams and other IT leaders

1. Using ITIL best practice, and aligning to the IT Services strategic plan, develop strategic goals and ensure the implementation of procedures related to the identification, documentation, assignment, prioritization, monitoring, and resolution of service requests and incidents, with special attention to achieving a high rate of first contact resolution and continuous improvement;

2. Directly supervise, mentor and coach the Technical Support Services Manager and the Help Desk Manager of the customer experience team. The full operation includes approximately 15 full-time staff members and 40 student employees;

3. Maintain and develop customer relationships with students, faculty and staff to understand end user service needs and drive visibility into service opportunities; Act as a liaison between college/departmental IT staff for day to day support needs.

4. Oversee the deployment of the Computer Replacement program, maintenance, and support of end-user devices (PCs, laptops, tablets, etc.);

5. Working with IT Services leadership develop an implementation plan for maintaining modern customer devices, desktop software for end-user efficiency and for computer lab operations and smart classrooms; 

6. Acquire and analyze metrics via the ticketing system and other feedback to evaluate the performance of ITS service management initiatives;

7. Keep abreast of emerging service management principles and technologies applicable to the University and remain highly technically competent; 

8. Coordinate the hiring process for vacant positions on the team and/or participate in the hiring process for other teams. 

9. Perform other duties and responsibilities as required, assigned, or requested.

• Bachelor’s Degree in Information Technology, Computer Science, or a related field.

• At least 5 years of experience in information technology, 3 years of management experience. 

• Experience in customer support and a strong service orientation. 

• Must possess strong leadership and management skills

• Demonstrated ability to communicate and work collaboratively with all levels of technical and professional staff, senior IT management and University leadership, and all sectors of the user community.

• Highly developed communication skills, across all media (written, oral, presentation, etc.) are essential, as well as a demonstrated ability to plan, communicate, and build buy-in for projects, priorities, and goals.  

• Ability to keep current with significant technology changes so improvements of service can occur

• Must be knowledgeable about Windows and Macintosh platforms and productivity software, be willing to work both “hands-on” and conceptually as needed, and be able to juggle multiple priorities within changing technical and support requirements.

• Master’s Degree

• Working knowledge of ITSM best practices, ITSM certification preferred.

• Prior experience in a university environment is preferred.