Executive Director, Enterprise Infrastructure Services

Job description

diversity employer

Department: ITS

Location: Jerry Sue Thornton Center

Reports To: VP/CIO, ITS

Recruitment Type: External/Internal

Requisition ID: req800

Employment Type: Administration and Professionals

Vacancy Number: 138-19

Union Position: Non-Union

Work Schedule: Standard College Hours: M-F, 8:30am-5pm.

Number of Openings: 1

Job Description:


Provides strategic leadership in administering a comprehensive technology plan that is essential for achieving the mission and goals of the College. Includes executive-level planning responsibility for technology, as well as setting the vision and strategies necessary to move the College forward in a competitive higher education environment.


  • Maintains awareness of the stakeholder's needs and priorities, as well as on-going industry changes to effectively recommend strategies for IT solutions to continually meet changing technical needs
  • Utilizes all the resources within the organization to satisfy the needs of the stakeholder
  • Provides leadership and overall direction to resources and/or leveraged resources in order to fulfill the stakeholder's deliverables
  • Ensures that all resources have and utilize the necessary information, standards, methodologies and business processes to effectively and proactively meet the needs of the college
  • Accountable for ensuring the area is meeting the service level objectives
  • May assist in day-to-day production issues, act as escalation point to resolve urgent and /or complex stakeholder issues, and manage stakeholder expectations
  • Manages at a high level for both stakeholder and employee satisfaction
  • Provides supervisory tasks for staff supporting end-to-end delivery
  • Coordinates and conducts training for team members or new hires
  • Ensures all inter-dependencies across the service lines/teams are tracked and managed
  • Applies standards and researches/shares best practices; learns new products and product enhancements and proactively shares knowledge with stakeholder and staff
  • Identifies, documents and escalates gaps/weaknesses related to the College's processes, products, documentation, and/or resource skills to the appropriate leader
  • Collects, compiles and submits project status, issues, expectations and risks of the project to Vice President, Information Technology Services and department managers
  • Works collaboratively with the Vice President and the Executive Director, EAS on strategic planning and consultative opportunities
  • Plans and administers the activities of EIS in support of the College's overall information needs
  • Oversees technical computing functions including: voice and data communications, desktop deployment and support, network architecture and services, and Computer Operations
  • Demonstrates ability to build relationships with key stakeholders, vendors, IT Directors and becomes a trusted advisor
  • Responsible for planning, managing and coordinating of both administrative and instructional technology initiatives
  • Develops overall objectives and strategies for software and hardware acquisition and integration as well as determining policies and procedures, technical standards and priorities within the technology area
  • Works closely with campus-based technology staff to ensure the effective development and implementation of college-wide computer systems and their performance
  • Forecasts and reports budget and staffing demands to applicable leadership
  • Establishes quality deliverables and measurements to monitor our delivery
  • Provides supervisory tasks for site staff supporting end-to-end delivery
  • Represents to the customer (internal or external) and manages the execution of all IT service management processes
  • Provides performance review input to applicable manager for team members to improve performance of the team and development of the staff
  • Ensures services are optimized for a healthy cost model and to achieve stakeholder satisfaction while managing to contractual scope
  • Ensures timely, effective communication across teams

• Performs other duties as assigned




• Bachelor's degree in a related field

o Significant related experience may substitute for education

• Minimum of eight years of experience which includes management and/or leadership within IT Services Management and general industry experience

• Demonstrated experience hiring, training, developing, scheduling, supervising and managing the work performance of others

• Demonstrated experience forecasting, planning, maintaining, preparing, and monitoring a business area's budget

• Demonstrated experience effectively making decisions that have significant, broad implications on the management and operations of a division (or equivalent business area)

• Demonstrated effectiveness in a role requiring dynamic and abstract problem solving methods in adaptive situations


• Possess comprehensive knowledge of IT theories, concepts and practices with the ability to use in complex, difficult and/or unprecedented situations as it pertains to the departmental focus

• Ability to effectively completely work assignments independently

• Ability to work with executive leadership and end users on training and support issues

• Ability to manage an Enterprise Infrastructure staff

• Possess strong relationship building and diplomacy skills

• Possess knowledge and familiarity with voice and data communications

• Possess knowledge and familiarity with desktop deployment and support

• Possess knowledge and familiarity with Network architecture and services

• Possess knowledge and familiarity user support and services

• Possess knowledge and familiarity with Data Center operations and practices

• Possess excellent organizational and prioritization skills with demonstrated attention to detail

• Ability to be creative and exercise initiative

• Possess excellent written, verbal and interpersonal communication skills

• Ability to adjust to changing priorities and respond appropriately to deadlines

• Demonstrated basic Project Management skills

• Demonstrated basic Ad Astra skills (or equivalent program)

• Intermediate-level proficiency with Microsoft: Outlook, Word, Excel, PowerPoint, and Access

• Ability to confidentially and discreetly handle subject matters requiring privacy and sensitivity

• Ability to collaborate, negotiate and resolve conflicts on major projects

• Ability to facilitate top-level collaboration while managing sensitive issues

• Ability to develop and maintain relationships with key contacts to enhance work flow and quality

• Possess sensitivity to respond appropriately to the needs of a diverse population


  • Service Focus
  • Continuous Improvement
  • Collaboration

  • Communication
  • Adaptability

  • Time Utilization
  • Quality of Work


  • Master's degree
  • Demonstrated Information Technology leadership experience
  • Demonstrated experience and familiarity with Higher Education systems and process


(The demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions).

• The work is performed in a normal, professional office environment;

• The work area is adequately lighted, heated and ventilated;

• Typically, the employee may sit comfortably to perform the duties of the job and will perform repetitive motions with hands/fingers using a computer mouse and keyboard to type. However, there may be some walking; standing; bending; carrying of light items such as papers, files, pamphlets, books, etc.;

• Work may also require walking and standing in conjunction with travel to and attendance at meetings and conferences away from the worksite

Special Note:

Special Note:

Special Instructions to Applicants: During the application process, you may be required to attach a cover letter and/or resume. It is recommended that you have these documents ready to be attached electronically to the online application. This system accepts only MS Word or PDF attachments. Any employment with the College is contingent upon satisfactory completion of a background check and drug screen.

Affirmative Action Statement: Cuyahoga Community College is committed to attaining excellence through the recruitment and retention of a qualified and diverse workforce. Cuyahoga Community College is an equal employment/educational opportunity institution.





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Job No:
Posted: 11/10/2018
Application Due: 12/30/2018
Work Type: