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The Director, Information Technology oversees all aspects of computer technical support services and help desk operations, and coordinates activities for University-wide IT projects. The incumbent in this position directs the internal teams of Desktop and Service Desk in the execution of initiatives as they relate to computers, application support and services, and strategic IT initiatives. This position exercises considerable judgment by making decisions in unprecedented situations.

Department Specific Function:

• Manages all aspects of Desktop Support and Service Desk operations for the University, including but not limited to installation, coordination, configuration, monitoring, and daily operation of the user application software/hardware on the network.

• Ensures that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.

• Develops procedures and standards associated with Service Desk and Desktop Support operations for administration, management, monitoring and operating procedures. This includes research, analysis, recommendation, installation and management.

• Responsible for effectively managing customer expectations, setting the organizational standard for customer engagement, serving as a communication channel between customers and the IT organization, and, whenever possible, providing a first-contact resolution for customers.

• Participates in campus wide strategic and tactical planning; focusing on customer support.

• Communicates with other groups within the department to ensure that current and future initiatives are properly conveyed to support staff for uninterrupted operations.

• Performs service recovery steps as needed directly with the affected customer.

• Responsible for training and professional development of the Service Desk and Desktop Support staff including designing of curriculum and syllabus implementation.

• Prepares activity and progress reports regarding group responsibilities.

• Responsible for the Computer Life Cycle Management program.

• Acts as liaison to other IT and academic units at the University to ensure that the Help Desk is aware of changes and responsive to the needs of their supported population.

• Monitors and analyzes trends in computer operations and prepares recommendations for operational improvements.

• Supervises the performance of Level 1 and Level 2 services and ensures that service levels are achieved, and customer expectations are met or exceeded.

• Maintains records and statistics on help desk productivity, evaluates performance of operations functions, establishes and implements systems and procedures, analyzes existing methods, and develops alternatives to increase production efficiency.

• Assists managing staff in preparing scripts for critical implementations and tracking results.

• Provides data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly, and as needed basis.

• Organizes and executes technology support events for target supported populations such as student orientation events and pop-up support locations during critical technology rollout milestones.

Minimum Qualifications:

Education:

Bachelor’s Degree in related field

Experience:

Minimum 7 years of relevant work experience. Any relevant education, certifications and/or work experience may be considered.

Knowledge, Skills and Attitudes:

• Excellent presentation and interpersonal skills

• Outstanding oral and written communication skills

• Excellent leadership and organizational skills

• Works well independently or as a member of a team

• Solid computer skills

  The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here (https://www.hr.miami.edu/careers/eo-ada/index.html) for additional information.

Job Status:

Full time

Employee Type:

Staff

Pay Grade:

A16

The mission of the University of Miami is to transform lives through education, research, innovation, and service. A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation.

The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs. Visit welcome.miami.edu/about-um to learn more about our points of pride.

The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings.

Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults. Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019.

The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022.

Transforming lives

With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.

The University is committed to fostering a culture of belonging, where everyone feels valued and has the opportunity to add value. Through values of Diversity, Integrity, Responsibility, Excellence, Compassion, Creativity, and Teamwork (DIRECCT) the U community works together to create an environment driven by purpose, excellence, community, and service.