Associate Chief Information Officer, Director of Engagement and Client Support Services
Associate Chief Information Officer, Director of Engagement and Client Support ServicesSchool/Division:Department of Information TechnologyOffice:Office of the CIOFull-Time or Part-Time:Full-TimeAbout HofstraHofstra University is a nationally ranked and recognized private university in Hempstead, N.Y. that is the only school to ever host three consecutive presidential debates (2008, 2012 and 2016). At Hofstra, students get the best of both worlds. Our campus is a leafy oasis just a quick train ride away from New York City and all its cultural, recreational and professional opportunities. We offer small classes and personal attention, with the resources, technology and facilities of a large university. Students can choose from more than 160 undergraduate program options and 165 graduate program options in the liberal arts and sciences, education, health professions and human services, the Peter S. Kalikow School of Government, Public Policy and International Affairs, the Fred DeMatteis School of Engineering and Applied Science, the Frank G. Zarb School of Business, the Lawrence Herbert School of Communication, the Maurice A. Deane School of Law, the Hofstra Northwell School of Graduate Nursing and Physician Assistant Studies, and the Donald and Barbara Zucker School of Medicine at Hofstra/Northwell. Hofstra University is a dynamic community of more than 11,000 students from around the world who are dedicated to civic engagement, academic excellence and becoming leaders in their communities and their careers.Description:Reporting directly to the VP/CIO, the Associate CIO and Director of Engagement and Client Support Services will be responsible for implementing an overall IT engagement, service, and support strategy that reflects the values of the IT division. The incumbent will also, in partnership with the CIO and IT leadership team be responsible for cultivating and maintaining excellent relationships with our user community. This includes developing an understanding of the needs of our campus community and by obtaining feedback and recalibrating priorities and activities based on such feedback.
Characteristic Duties and Essential Responsibilities:
•Working closely with the VP/CIO, develop and maintain a sense of confidence and trust in IT across the campus community to include faculty, students and staff.
•Collaborates with the IT leadership team in establishing internal priorities informed by our deep knowledge of and empathy for the user community.
•Oversees and directs an end user support organization and supporting systems (currently including ServiceNow) that effectively and efficiently triages and addresses end user support needs with special sensitivity to our academic mission and institutional strategic goals.
•Effectively gathers and uses client satisfaction and service use data to inform the work of the department and the IT division.
•Maintains the divisional service catalog and service level agreements.
•Sets and manages expectations, standards and protocols for problem resolution and escalation. Actively monitors and measures service performance.
•Communicates on behalf of the IT division, including management of the IT division website and various newsletters, with a focus on keeping our community informed of our work; celebrating the innovative use of technology by faculty, students and staff; maximizing the benefits of our service catalog; and maintaining a clear understanding of all IT-related policies and processes.
•Maintains accurate and precise device inventories.
•Leads end user hardware and software evaluation, specification, and deployment management.
•Organizes and engages key end user constituent groups, and distributed IT staff groups, and technology interest groups.
•Leads, manages, and evaluates performance for all members of the IT Engagement and Support team including highly technically skilled full-time, part-time, and student employees.
•Bachelor's degree required.
•Eight years of full-time professional experience in an IT or technology support organization, including:
oAt least two years in a role directly supporting end users in Windows, MacOS, and at least one mobile device operating system.
oAt least four years in a role directly supervising, developing, and mentoring information technology or technical support employees.
•Evidence of successful and progressively responsible roles in an information technology or related area (including growth in levels of responsibility, complexity of work, numbers and sophistication of employees) related to the essential responsibilities listed.
•Demonstrated fluency in written and spoken English with the sophistication necessary to effectively communicate technical details to both technical and non-technical individuals.
•Demonstrated willingness and ability to carry out the essential responsibilities listed with humility, grace, and optimism.
•Understanding of and sensitivity to the diverse and inclusive nature of a distinguished higher education environment.
•Advanced degree in computer science, computer engineering, data science or relevant engineering field.
•Professional experience in a leadership role in a higher education institution.
•Professional experience developing web content and newsletters or other promotional materials.
•Experience configuring and using ServiceNow or another service management system.
•Experience measuring client satisfaction and using data to develop support and service strategies.
•Experience designing and implementing a comprehensive, accurate and precise deployment management strategy.
•Experience supporting both academic and administrative users in the use of the specific systems in use at Hofstra University including Banner, Blackboard LMS, Slate, Google Apps for Education and Microsoft Office Suite including O365.
Application Instructions:For consideration, please send your resume and cover letter with salary requirements to [email protected] Please indicate "ACIO" in the subject line.Voluntary Self-IdentificationAll applicants are invited to complete the three (3) voluntary self-identification formsDeadline:Open until filledDate Posted: 03/13/2019Posting Number: 896839