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Assistant Director, Support Services **INTERNAL ONLY**

Employer
The University of Kansas
Location
University of Kansas Lawrence Campus

Job Details

Position OverviewThe Assistant Director for Support Services is the principal leadership role within an assigned KU IT Technology Support Center (TSC), the unit responsible for front-line IT support of KU’s academic, administrative, and/or research environments. The position plays a crucial role within KU IT, contributing to the efficient and effective delivery of IT services and support for the university. The role operates with a significant degree of autonomy for strategic planning and execution, TSC operations and staff management, and the development, deployment, and management of campus technology (both department-specific and enterprise systems). The role also serves as an executive contact for administrators, deans, and the departments served by the TSC, and needs to be highly accessible to their staff and users.

The Assistant Director for Support Services reports to KU IT’s Associate Director and Director of Support Services and works with KU IT executive leadership and technical teams to set priorities and coordinate/deliver projects at the TSC and enterprise levels, executing KU IT’s technical roadmap and related strategic planning objectives. Beyond operational and strategic goals, the Assistant Director will lead initiatives focused on staff management and development, process improvement, and asset lifecycle management while ensuring compliance and governance standards are upheld within the university’s IT environment.

KU is not able to provide H-1B sponsorship for this position.

Job Description25% - TSC Leadership and Staff Management

  • Serve as lead on all technology and support matters within the TSC area and act as the principal advocate and liaison for the TSC’s stakeholders and KU IT.
  • Collaborate with other TSC teams and leadership to provide technical direction, mentoring, and customer support to ensure consistency throughout all TSC teams.
  • Supervise and mentor TSC manager(s) and support staff within the IT Support Services team, fostering a culture of professionalism, collaboration, and excellence.
  • Provide coordination, guidance, and support to TSC team members, including recruiting needs and performance evaluations. Identify opportunities and resources for staff training, skill development, and performance management/improvement.

25% - Strategic Planning and Project Coordination

  • As part of the Support Services leadership team, contribute to the development, prioritization, and execution of KU IT’s strategic plan and specific KU IT Support Services initiatives, aligning initiatives with the university’s mission, goals, and priorities.
  • Act in a project coordination role for both enterprise and unit-specific projects, engaging IT technical teams, project managers, and project stakeholders as required to deliver projects on time and on budget.
  • Assess emerging technologies and user requirements to inform strategic decision-making and resource allocation.
  • Engage with academic departments, campus research, and/or administrative units to understand their technology needs and develop tailored support strategies.

25% - Process Improvement

  • Identify opportunities to streamline IT support workflows, identify efficiencies, and enhance service delivery.
  • Continuously evaluate service levels and implement improvements to meet evolving business needs.
  • Work closely with stakeholders to gather feedback, analyze metrics trends, and implement improvements that enhance the overall user experience.

10% - Compliance and Governance

  • In conjunction with the KU IT Security Office, work to ensure a secure environment and IT security compliance at the KU, State, and Federal levels.
  • Provide guidance and support on governance-related matters to TSC staff and campus stakeholders.

10% - Technology and Asset Management

  • Oversee technology improvements and technology refresh for departments and provide guidance to units served. With TSC staff, oversee the management of IT assets, including hardware, software, and licensing.
  • Collaborate with the IT Finance team to manage licenses and optimize lifecycle management.

5% - Other duties as assigned

Position Requirements
  1. Valid driver’s license
  2. Ability to lift up to 50 pounds with or without accommodation
Required Qualifications
    Bachelor’s degree and three years of relevant professional experience in one or more information technology fields.
  1. Three years’ experience providing customer service in an IT support environment solving technical/workstation problems.
  2. Three years’ experience supporting Windows or Mac operating systems.
  3. Two years’ experience implementing and managing information technology systems.
  4. Two years’ experience in a supervisory role managing a team of technology staff.
  5. Excellent written communication skills and attention to detail as evidenced in application materials.
Preferred Qualifications
  1. Three-plus years’ experience in management or senior team lead experience within a higher education environment.
  2. IT work experience at the University of Kansas.
  3. Two years’ experience in technical process development and / or project coordination and related implementation(s).
  4. At least one year of professional experience with:
    • Microsoft Endpoint Configuration Manager (MECM)
    • Microsoft Active Directory & Group Policy
    • A ticket management system such as ServiceNow or Team Dynamix
    • Server administration
    • Mac administration
  5. Professional experience with IT business service management (SLA management, metrics, asset management, etc.)
  6. Demonstrated experience applying strong organizational skills, handling simultaneous projects / priorities, and communicating clearly across all levels of the organization to develop and support an organization’s vision and strategy.
Additional Candidate InstructionsIn addition to the online application, the following documents are required to be considered for this position:
  1. Cover letter addressing how the required and preferred qualifications are met;
  2. Resume;
  3. Contact information for three professional references(including at least one previous or current supervisor).
Application review begins Thursday, June 20, 2024. For consideration apply no later than Wednesday, June 19, 2024.  Contact Information to ApplicantsVickye Kozlowski, vickye@ku.edu (785) 864-0493Advertised Salary Range$88,000–$98,000Work ScheduleM-F 8-5Application Review BeginsThursday June 20, 2024Anticipated Start DateMonday July 22, 2024Apply to Job

Organization

Working at the University of Kansas 

Join the University of Kansas, and you’ll become part of a Jayhawk family that spans the globe. Wear your KU shirt in London, Istanbul, Buenos Aires, Nairobi or anywhere else, and you will likely hear a resounding “Rock Chalk!” from a stranger. Of course, the appropriate response is an enthusiastic “Jayhawk!” Because, after all, they’re not really strangers, they’re family.

The Jayhawk community is united by more than 150 years of tradition and by our commitment to pushing the boundaries of knowledge, transforming the academic experience, and creating solutions through innovative research. KU’s mission is to lift students and society by educating leaders, building healthy communities and making discoveries that change the world.  

The University of Kansas is the state’s flagship university and one of just 66 invited members of the prestigious Association of American Universities (AAU). We consistently earn high rankings for academics and recognition as a premier research university.

KU faculty and staff embrace our role as the state’s flagship university, AAU member and R1 institution that serves the state, nation and world. We celebrate the energy and compassion that infuse the Jayhawk spirit; and, we remain true to KU’s historic values: the elevating force of education, the transformative power of research and the healing power of service.

Diversity, Equity, Inclusion, and Belonging 

The University of Kansas is committed to a learning and workplace environment that is representative of our nation and global society, accepts and values everyone, appreciates our common humanity and understands that our multiple differences are the cornerstone of academic preparation, professional excellence and distinction. KU must be a place where all people feel they belong and have access to resources and support that help them attain their educational and professional goals.

We recognize there are inequalities and privileges generated by historical and persistent intersecting differences by race, ethnicity, gender identities, gender expressions, sexual orientation, socio-economic status, age, abilities, religion, regional background, veteran status, citizenship status and nationality. And we hold ourselves accountable for policies, processes and programs that appreciate these and other differences and create more fair, safe and just learning, working and living environments for KU students, faculty and staff.

Instruction 

KU offers a broad array of undergraduate and graduate study programs, and we fulfill our mission through academic and research programs of international distinction, coupled with outstanding libraries, teaching museums and information technology. These resources enrich the academic experience for students from all 50 states and 112 countries, and provide enrichment resources for KU faculty and staff.

Research 

The university attains high levels of research productivity and recognizes that faculty are part of a network of scholars and academicians that shape a discipline as well as teach it. KU staff are integral to our research success, participating in and supporting discoveries that expand knowledge and improve lives.

Service 

The university and our employees serve society through research, teaching and the preservation and dissemination of knowledge. KU's academic programs, arts facilities and public programs provide cultural enrichment opportunities for the larger community. And, KU offers educational, research and service programs throughout the state. KU employees are encouraged to participate in and serve the campus and surrounding communities in a way that is meaningful to them.

International Dimension 

KU offers more than 100 programs of international study and cooperative research for KU students and faculty at sites around the world. The university offers teaching and research that draw upon and contribute to the most advanced developments throughout the United States and abroad. At the same time, KU's extensive international ties support economic development in Kansas.

Values 

The University of Kansas, our students and employees are committed to excellence. We foster a multicultural, inclusive environment in which the dignity and rights of individuals are respected. Intellectual diversity, integrity and disciplined inquiry in the search for knowledge are of paramount importance.

Our City and State 

KU sits atop Mt. Oread in the center of Lawrence, a town full of natural beauty and culture. In fact, Rolling Stone magazine named Lawrence one of the best college towns in the United States. Lawrence is home to more than 100,000 people, and has a charming, Midwestern friendliness that welcomes visitors and celebrates diversity. In addition to KU, Lawrence is home to Haskell Indian Nations University, the premiere tribal university in the United States.

Lawrence’s historic and thriving downtown features restaurants, nightlife and local shops offering unique finds that you won’t find anywhere else. The town has more than 50 parks, an encompassing mixed-use trail, and quick access to biking/hiking trails along the Kansas River and around Clinton Lake. A five-minute drive from Lawrence, Clinton Lake offers fishing, boating, beaches, camping and other outdoor activities.

Located just 40 minutes west of Kansas City, Lawrence offers the appeal of a mid-size, suburban town with quick access to the amenities of a large city, including an international airport. The Kansas City metro area is home to world-class museums and cultural activities, Jazz clubs and other nightlife venues, expansive shopping options, and exciting professional sports with the Kansas City Chiefs, Kansas City Royals and Sporting KC.

Kansas is in the center of the country, making it convenient and cost effective to fly or drive to destinations throughout the United States. Far from flat, the Flint Hills, just 90 minutes from Lawrence, offer panoramic vistas that showcase the breathtaking beauty of America.

Making KU Your Home 

Something about Lawrence is magnetic. Long-time residents are never surprised when a KU student or employee from out of state decides to make Lawrence their permanent home. And, even those who do leave often find themselves returning to “the nest” at some point in the future. In fact, Lawrence has been named by several publications as one of the best places to retire.

At the University of Kansas, you’ll join a global Jayhawk family and find a place to call home.

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