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Director of Technology Operations, Client Services and GOCard Operations

Employer
Georgetown University
Location
Washington D.C.

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Employment Type
Full Time
Institution Type
Four-Year Institution
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Director of Technology Operations, Client Services and GOCard Operations Georgetown University Law Center

Located in a historic neighborhood in the nation's capital, Georgetown offers rigorous academic programs, a global perspective, exciting ways to take advantage of Washington, D.C., and a commitment to social justice. Our community is a tight knit group of remarkable individuals interested in intellectual inquiry and making a difference in the world.

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Director of Technology Operations, Client Services and GOCard Operations - Georgetown University Law Center

The Georgetown University Law Center. Tradition. Innovation. Superb faculty, hundreds of course offerings — and all of this just steps away from the Capitol and Supreme Court. Georgetown Law is an exceptional institution in an enviable location.

GULC's Information Systems Technology (IST) department seeks a highly motivated Director of Technology Operations and Client Services to lead and support network, security, GOCard, telecommunications, enterprise operations - including Client Services and Helpdesk Operations. They serve as the technology expert with responsibility for leading technical initiatives in a fast-paced service-oriented environment that focuses on continual improvement for the institution; oversee all technical aspects of Technical Operations and Client Services group of the Information Systems Technology department; and manage the Service Desk that provides technology and AV support to Georgetown University Law Center. Reporting to the Assistant Dean for Information Technology and Chief Information Officer, the Director of Technology Operations, Client Services and GOCard Operations has duties that include but are not limited to:

Administration
  • Oversee network Implementation, administration, maintenance and support
  • Assure security initiatives, governance and compliance
  • Conduct and provide oversight on Windows server management; storage management; email, file, and print server management; access management; data backup; software and license configuration; and network support
  • Troubleshoot network related service issues, including outages, anomalous behavior, and slow response times
  • Provide network engineering support for the data closets for each floor and core switching functions onsite, as well as the connections leading up to the Laurel Data Center
  • Provide network engineering support for the building information technology security system - including firewall, intrusion prevention system, and virtual private networking functions
  • Help establish, ensure compliance, maintain and enhance campus-wide technology security standards, polices, guidelines, processes and metrics
  • Participate in the development of long-term strategic goals and operating plans to guide network operations and development
  • Update network documentation and drawings as required
  • Ensure that the network and telecommunications infrastructure is supported, maintained and upgraded properly; and that it works reliably and securely
  • Plan infrastructure upgrades and changes based on identified needs and available technology as they relate to voice and data infrastructure and service
  • Work directly with service providers for contractual changes in service - including cell phones, cable TV, campus phone services, Internet service and external contractors
  • Help maintain overall functioning and serviceability of the campus network infrastructure, including end node devices
  • Assist students, faculty, and staff in the maintenance of adds, moves and changes of telecommunication services
  • Manage the Technology Service Desk - including the triaging and escalation of all tickets in order to meet the underlying SLAs via the enforcement of Service Desk guidelines in a department of 30 IT professionals - with direct supervision over 7 of these positions in Tier 2 and Tier 3 levels, as well as all IST client services after hours
  • Manage the Information Systems Technology Service Desk (SD), which handles all Georgetown Law Center technology support activities, serving as the Single Point of Contact (SPOC) for all end-users (faculty/students/staff) who need help with any technology issues and facilities incidents or requests for: PCs and Peripherals, application and web support, network support, server support, telecommunication support, student IT support, phone support, AV (multimedia) support, IT-related projects, and classroom/office/library technology support
  • Ensure that the network and telecommunications infrastructure is supported, maintained and upgraded properly, and works reliably and securely
  • Plan infrastructure upgrades and changes based on identified needs and available technology as they relate to voice and data infrastructure and service
  • Work directly with service providers for contractual changes in service, including cell phones, cable TV, campus phone services, Internet service and external contractors
  • Help maintain overall functioning and serviceability of the campus network infrastructure, including end node devices
  • Assist students, faculty, and staff in the maintenance of adds, moves and changes of telecommunication services
  • Manage the team that coordinates between the Main Campus GOCard Office and the Law Center's Satellite GOCard Office, and assist the Director of Business Services with GOCard systems and reporting and vending management
  • Manage ALL GOCard functions at the Law Center (Operations, Technical and Vendor-related and Security) - including but not limited to production of 4k GOCards annually for the Law Center community; the managing monies allocated to GOCards and associated refunds; troubleshooting all cardholder issues; administering all GOCard customer services for the Law center community; and managing all GOCard equipment


Leadership and Management
  • Provide prompt and consistent leadership to business critical systems
  • Ensure ongoing system performance and data integrity
  • Manage the implementation of network system software, patches/fixes, and upgrades with minimal impact to the end user community
  • Maintain integration, incident / problem diagnosis and resolution, capacity planning and performance tuning of enterprise systems
  • Collaborate with cross-functional UIS teams to ensure consistency, integration and communication between campuses with regard technology and resources
  • Meet project requirements by applying project management skills, tools, and techniques to manage the projects scope, quality, schedule, budget, resources, and risk
  • Successfully execute the project to agreed schedule, budget and scope.
  • Perform technical project management work focused on internal network projects; and manage these projects through the full project lifecycle
  • Conduct end-to-end project management of multiple large projects, and manage sub- components of larger program level initiatives
  • Mobilize, manage and lead cross-functional teams to complete projects deliverables within allotted timeline and budget
  • Identify key internal/external stakeholders necessary for project completion, and participate in the development of the overall strategy for the delivery of high value projects
  • Define project scope and objectives, guide activities of projects teams including delegating tasks to team members, identify resources, and establish timeline for deliverables
  • Work directly with the Project Management Office (PMO) to further integrate operational needs and planning into the project management framework
  • Work closely and collaboratively with University Information Services (UIS), the university's enterprise IT group, across all technology areas covered by the Service Desk and IT Operations
  • Oversee the department's continual service improvement (CSI) program and technical training; maintain a portfolio of proposed/approved service improvement efforts; train staff members on how to identify and run small process improvement projects as well as run ongoing weekly training of Tier 2 resources by SMEs throughout the department; and work with Management Team to identify resources to commit to CSI activities and technical training
  • Implement new/improve existing ITIL-based operational processes from a governance perspective in partnership with the Project Management group and other Service Desk providers; and work with all levels of staff to help improve the use of standardized operational processes across the department
  • Develop, maintain, and communicate actionable, business-relevant IT operational metrics designed to identify and drive service improvements; and utilize ITIL framework to improve and standardize IT operational metrics


Qualifications
  • Bachelor's degree in Computer Science (Master's in Information Management preferred) orcommensurate experience and at least 3 years of data and voice network experience sufficient to demonstrate competency and capability with: IP telephony, VoIP, phones, network switches, routers, wireless access points, cabling infrastructure and standards to include copper, coax, and fiber, wireless technologies and three years of experience with cloud-based enterprise systems.
  • Established project management skills
  • Knowledgeable in enterprise-wide applications, cloud systems, infrastructure, security, integration, system and database administration
  • Understanding of the interactions between applications, operating systems, system hardware, network services, and storage devices
  • Strong ability to work in a team with excellent customer service attitude and good verbal and written communication skills
  • Knowledge of security-related technologies to ensure the appropriate protection of enterprise data and systems
  • Familiarity with Single Sign-on (SSO) through Shibboleth
  • Excellent troubleshooting skills with the ability to perform Root Cause Analysis on complex IT operational issues
  • Managerial knowledge of industry standard ticketing software system
  • Excellent and demonstrated oral and written communication skills - ability to translate complex and technical concepts into readily-understood language for end users, project managers, business analysts, management, and other stakeholders
  • Experience working in a higher education environment and understanding of its structure and dynamics
  • Experience managing large projects (both from a technical and functional aspect)
  • Strong consulting, communication, problem-solving, needs analysis, and data analysis skills
  • Experience and at least 10 years of total professional work experience in the IT field
  • Superior interpersonal, analytical, and problem-solving skills
  • Ability to work independently with minimal supervision and as part of a team
  • Strong planning and organizational skills and the ability to manage competing priorities
  • Exceptional initiative and judgment
  • Strong marketing skills and customer-service orientation
  • Ability to work effectively with faculty, administrators, students, alumni and external constituents
  • Proficiency in basic data management systems and basic computer applications (e.g., Word, Excel, Access, PowerPoint); and willingness and ability to learn additional applications as needed
  • Commitment to diversity and to serving the needs of a diverse population
  • 5 or more years working in IT Operations in medium size work environments with 500 or more employees.
  • Basic understanding of statistics and its use in operational environments
  • Excellent troubleshooting skills with the ability to perform Root Cause Analysis on complex IT operational issues
  • Experience working directly with business stakeholders to negotiate cost-appropriate service levels
  • Consultative work style that supports successful initiatives across complex matrix groups/departments with competing priorities
  • Proficient project management skills and experience
  • Initiative to explore new ideas and the ability to motivate others to accept progress and change
  • Ability to work independently and provide technical guidance to staff
  • Ability to develop innovative direction and solutions, particularly in ambiguous environments/ situations
  • Ability to deal with conflict and to facilitate resolution
  • Ability to manage multiple competing initiatives independently or with finite resources
  • Ability to enforce rules and procedures in a consistent manner


Preferred qualifications
  • ITIL v3 Certification - v4
  • PMI Certification
  • CISCO CCNA Certification(s)
  • CISSP Certification

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Submission Guidelines:

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a cover letter and resume for each position of interest for which you believe you are qualified. These documents are not kept on file for future positions.

Need Assistance:

If you are a qualified individual with a disability and need a reasonable accommodation for any part of the application and hiring process, please click here for more information, or contact the Office of Institutional Diversity, Equity, and Affirmative Action (IDEAA) at 202-687-4798 or [email protected].

Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website.

EEO Statement:

Georgetown University is an Equal Opportunity/Affirmative Action Employer fully dedicated to achieving a diverse faculty and staff. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, national origin, age, sex (including pregnancy, gender identity and expression, and sexual orientation), disability status, protected veteran status, or any other characteristic protected by law.

Benefits:

Georgetown University offers a wide variety of comprehensive and competitive benefits. Benefits packages include comprehensive health, dental and vision plans, disability and life insurance coverage, retirement savings programs, tuition assistance, voluntary insurance options (including group legal, accident, and critical illness), and much more. Whatever your need, the Office of Faculty and Staff Benefits will be standing by to support you. You can learn more about the benefits offered to eligible faculty and staff at https://benefits.georgetown.edu or view the online interactive benefits guide for more information.


To apply, visit https://apptrkr.com/2512324





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