Job location: Winston Salem, NC

Employment Type: Full-time
Posted data: 2021-05-18
Req: R0003310
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Job Description Summary

This position is responsible for leading a customer-focused department that delivers innovative, efficient, and effective technology systems and services to advance the mission of the school. It will be necessary to balance strategic oversight of the Law School IT department and various day-to-day operational tasks. The incumbent will work collaboratively with Faculty, Staff and Students across the Law School and with IT and business colleagues across the University to pursue Law School objectives to ensure that the Law School capitalizes on University investments and provides the best solutions for the community.

Maintains budget, ensures high levels of system availability, supervises IT staff, and provides highly effective and efficient customer service operations. Develops strategic and tactical short and long-range plans for the application of information technology to the academic and administrative processes of the Law School. Provides technical expertise and advises all end user groups of any specialized implications regarding technological implementations. Identifies and refines project requirements, shapes practical solutions, set priorities and allocates resources across multiple systems and tasks in cooperation with all supported end user groups.

The incumbent will aid in the selection, implementation, and support of complex software applications, networking, and back-office solutions to provide a cohesive tool set to facilitate end user’s needs. He/she/they manages faculty and staff computer programs by negotiating vendor contracts, planning software loads and computer distribution, and is responsible for oversight of inventory management. Supervises the process of maintaining classroom and teaching technology and provides consistent communications to ensure timely notification of changes, downtime, and other activities of the department.

Job Description

Accountabilities

This position reports to the CAO and will interact with high levels of leadership at the Law School and across the University frequently. Will work with various populations such as Faculty, Students, and Staff. Accountable for solid vendor negotiations and external relationship building. The incumbent will supervise staff, schedule and assign work, manage performance, and provide proper training and skill development for staff to achieve department goals. Accountable for maintaining the security and confidentiality of sensitive information or data and helping others to do the same.

This position has the opportunity to provide definition and leadership within a larger community. Responsible for creative ideas and solutions that will enhance performance and objectives and enable us to partner effectively with the central IT function or peer institutions as appropriate.

Required Qualifications

Bachelor's degree in a related field plus five years of experience in leading Information Systems Management, or an equivalent combination of education and experience is required. Must be willing and able to roll up sleeves to get to the heart of problems and solve them with creative solutions that work for various communities of people. Measurable experience managing and implementing organizational change is required. Experience developing and implementing processes and controls within complex organizations. Ability to work collaboratively with a wide variety of stakeholders and customers. Excellent communication skills (oral and written), and interpersonal political skills that will facilitate interactions with diverse audiences.

Ability to lead, teach, and motivate cross-functional teams to deliver results. Independent, creative self-starter with excellent organizational, analytical, and planning skills. Ability to lead initiatives, manage and prioritize complex business issues within budget and build and lead a savvy technology organization that puts client service first. Strong commitment to maintaining the highest levels of integrity. Must maintain knowledge of industry standards.

Required Technology Skills

Sufficient knowledge of both Windows and macOS operating systems and software to provide Tier 2 support.

Proficiency in PHP, JavaScript, MySQL, CSS, and HTML and their use in producing dynamic websites and web applications. Knowledge of accessibility standards and cross-browser, cross-OS compatibility and troubleshooting techniques.

Preferred Qualifications

Advanced degree with IT leadership in an academic environment. Project-management and/or IT-management certifications.

Preferred Technology Skills

Experience with Canvas, Kaltura, ExamSoft, Freshdesk/Freshservice, WordPress, APIs, Zoom, Zoom Webinar, EvaluationKIT, Digital Measures Activity Insight, EMS, Workday Student, Banner, Cognos, and DegreeWorks.

Project Management and Application Development

• Identify and refine project requirements, shape practical solutions, set priorities and allocate resources across multiple systems to support users.
• Use complex software applications, networking, and back-office solutions to provide a cohesive tool set to facilitate end user’s needs.
• Support and implement the modernization of technology at the Law School. This includes classroom technology (physical and virtual) and keeping the Law School on the cutting edge of technology innovations in support of its academic mission.
• Develop websites and custom web applications to support the needs of various end user groups.
• Provide support for and implement updates to existing websites and web applications.
• Effectively manage complex and technical projects.

Tier 2 Support

• Provide tier-two support for IT Department products and services at the law school. Includes in-person, phone, e-mail, and other written forms of contact.
• Track and thoroughly document all customer interactions, problems, and resolutions.
• Diagnose and resolve all Help Desk problems encountered (assigned or escalated) acting as highest level of customer support for non-web related issues.
• Supervise the process of maintaining classroom and teaching technology.

General Technology Oversight

• Maintain an awareness of major IT initiatives across legal education, incorporating them whenever they may advance the Law School’s mission.
• Develop relationships with vendors to assist the Law School in achieving goals.
• Represent the Law School on University committees and campus-wide projects.
• Assess community needs and ensure IT processes and systems meet those needs and function effectively within University technology systems.
• Work to integrate systems where appropriate.
• Identify new opportunities to develop value-added business products and services.

Department Administration and Management

• Lead the Law School staff to be a service-oriented, professional, cost-effective, and efficient IT team, capable of addressing the diverse needs of its constituents.
• Provide effective management, leadership, direction, and motivation of personnel in the group.
• Plan, prioritize, manage, and complete multiple workflow activities on time and within budget. Maintain a general command of budget and inventory management.
• Manage communications to ensure timely notification of changes, downtime, and other activities of the department.
• Responsible for performance management and professional development of staff.

Other

• Stay current on technology advances, emerging standards and laws, and industry trends relevant to the Law School’s ongoing success.

• May perform additional or other work as assigned.

Additional Job Description

Time Type Requirement

Full timeNote to Applicant:This position profile identifies the key responsibilities and expectations for performance. It cannot encompass all specific job tasks that an employee may be required to perform. Employees are required to follow any other job-related instructions and perform job-related duties as may be reasonably assigned by his/her supervisor.

In order to provide a safe and productive learning and living community, Wake Forest University conducts background investigations and drug screens for all final staff candidates being considered for employment.

Wake Forest seeks to recruit and retain a diverse workforce while promoting an inclusive work environment committed to excellence in the spirit of Pro Humanitate. In adherence with applicable laws and as provided by University policies, the University prohibits discrimination in its employment practices on the basis of race, color, religion, national origin, sex, age, sexual orientation, gender identity and expression, genetic information, disability and veteran status and encourages qualified candidates across all group demographics to apply.