Director of Campus Support & Assessment
Salary: Commensurate with Experience
Title: Director of Campus Support & Assessment
Category: Management and Professional
Department: Computing Support Services
Date Posted: 05/09/2017
Position Information: The Director of Campus Support and Assessment works with senior leadership in the organization to develop, implement and manage effective technical support strategies for our campus constituents. The Director's primary responsibilities are effective leadership, communication and technical support operations to achieve exceptional support performance in a multi-tiered support environment consisting of a central technical support call center (Tier 1) and remote / onsite endpoint technical support (Tier 2) for campus departments, central computing labs and point-of-sale systems. One of the most crucial tasks of the director will be management of the campus ServiceNow support portal through the creation and ongoing management of an effective knowledge base and training program to ensure successful staff development.
Minimum Requirements: Broad knowledge and understanding of service delivery principles.
Demonstrated experience leading change management activities and managing their impact across the unit or department.
Has broad knowledge of business/technical support function and working knowledge of other areas of IT sufficient for strategic planning, technology assessment and direction.
Excellent oral and written communication skills, including the ability to effectively present technical topics to individuals and groups with potentially varied levels of technical sophistication.
Has demonstrated technical skills associated with identifying and resolving problems reported with desktop, laptop, and networked systems.
Has broad knowledge of policies and procedures necessary to determine appropriate course of action.
Demonstrated experience in the management of ongoing technology infrastructure acquisition and expansion, to include the identification and integration of suitable emerging technologies.
Requires demonstrated ability to communicate highly technical information in a clear and concise manner to both technical and nontechnical personnel.
Requires demonstrated ability to work at all levels across the organization. Requires ability to gain cooperation of others.
Requires proven interpersonal and management skills.
Demonstrated ability to understand the process involved to adapt, integrate, and modify existing programs or vendor-supplied products for use within the technical environment.
Broad knowledge of technical concepts and basic operating principles of data communications, computer hardware, vendor IT products, and software.
Preferred Qualifications: Requires demonstrated skill in managing technical staff.
Demonstrated experience of analyzing buy vs. build procurement for products for effective and efficient technology use.
Current knowledge of the University of California, Riverside campus environment.
Current knowledge of the Computing & Communications department operations.
Track record as a strategic business partner at the highest levels of an organization.
Additional Information: In the Heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history and culture. UCR gives every student the resources to explore, engage, imagine and excel.
At UC Riverside we celebrate diversity and are proud of our #12 ranking among the nation for most diverse universities (US News and World Report 2013-2014). Become part of a place that fosters success for all its constituents, students, faculty, and staff, and where work/life balance and campus culture are integral to our way of life.
UCR is ranked 55th among top public universities (US News and World Report 2013-2014).
The University of California is an Equal Opportunity/Affirmative Action Employer with a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
For information about our generous employee benefits package, visit: Employee Benefits Overview