Assistant Director Of IT Service Delivery

Assistant Director of IT Service Delivery

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Posting Details

Posting Details

Logo Institution South Dakota State University Working Title Assistant Director of IT Service Delivery Posting Number NFE02345P Department SDSU-Networking & Telecommunications Physical Location of Position (City) Brookings Posting Text

Are you passionate about providing seamless IT services? Do you thrive in dynamic environments where innovation and excellence are valued? If so, we want you to join our team as Assistant Director of IT Service Delivery. South Dakota State University (SDSU) is committed to leveraging cutting-edge technology to drive success. As the Assistant Director of IT Service Delivery, you will play a pivotal role in ensuring the smooth operation of our IT services department. Working closely with the Director of IT Service Delivery, you will lead a team of dedicated professionals to deliver high-quality support to our internal and external stakeholders. This position is located in Brookings, South Dakota and is a 12-month, full-time, benefits-eligible position.

With a focus on delivering exceptional IT services, we empower our faculty, staff, and students to achieve their goals efficiently and effectively. Our department thrives on collaboration and active participation. With a team of 11 full-time employees and 30 student employees, we operate across our main campus and multiple external sites including Sioux Falls, Rapid City, Northern, Extension Offices, and Agricultural Experiment Stations. Join us where teamwork drives innovation and where every contribution matters.

South Dakota State University promotes access to and opportunities for all to receive the benefit of and participate in education, research, and service and is especially interested in candidates that can contribute to this land-grant mission of access.

Must be authorized to work in the U.S. Sponsorship is not available for this position.

KEY RESPONSIBILITIES:

• Customer-Focused IT Service Delivery: Directly manage a support team responsible for delivering information technology services to South Dakota State University stakeholders, ensuring a customer-centric approach.

• IT Service Management Expertise: Knowledge of IT Service Management (ITSM/ITIL) strategies, processes, policies, project management, and best practices to optimize service delivery.

• Hands-On Leadership: Lead by example in a hands-on capacity, overseeing the day-to-day operations of the support team and actively engaging in service delivery activities.

• Support Team Management: Provide direct management and guidance to the support team, which handles all applications integrated across the university environment and provides direct support to faculty, staff, and students across multiple locations.

• Acting Director in Absence: Assume the responsibilities of the Director of IT Service Delivery when necessary, ensuring continuity of operations and effective leadership.

• Collaboration with Procurement Office: Work closely with the Procurement Office to coordinate the delivery, installation, maintenance, and monitoring of all IT systems and services, ensuring alignment with university needs and standards.

This role demands a proactive approach to IT service delivery, strong leadership skills, and the ability to collaborate effectively across departments to achieve organizational objectives.

BENEFITS:

South Dakota State University offers a wide range of excellent benefits including medical, dental, and flexible benefits, retirement plans, compensation packages, paid holidays, and vacation leave. We offer a generous retirement plan that includes 6% matching, 10 hours of annual leave each month, 9.34 hours of sick leave each month, and eleven paid holidays. Relocation benefits are available per university's guidelines. Employees also have access to internal and state-sponsored training as well as reduced tuition for state-supported courses at all State of South Dakota academic institutions.

MINIMUM QUALIFICATIONS:

• Bachelor's degree in Technology or other relevant field by first day of hire;

• More than 5 years of experience in an information technology environment;

• Valid driver's license or ability to obtain within 30 days of hire;

• Outstanding interpersonal skills and the ability to develop, maintain, and cultivate relationships with internal and external clients;

• Conflict resolution skills;

• Dedication to follow through with immediate issues;

• Experience with ITSM, such as a ticket and asset tracking system;

• Well-developed analytical and quantitative skills to evaluate service levels and drive performance standards;

• Experience with planning, managing, and implementing technology-based projects while balancing multiple priorities;

• Ability to adapt to or establish policies, procedures, and technology practices by way of change control;

• Practice in enhancing the efficiency, effectiveness, and quality of workflow throughout the organization through strong coordination and communication;

• Successful track record in a leadership role that provides skill development to a customer service team; and

• 3 years of experience in supervising and evaluating full-time employees.

PREFERRED QUALIFICATIONS:

• Ability to develop and conduct trainings for the campus community;

• Knowledge of specific security and data protection policies (FERPA, HIPAA, PII, etc.);

• ITSM certification; and

• Microsoft certification.

APPLICATION PROCESS:

This system will guide you through the electronic application form. This employment site will also require the attachment of a cover letter, which should specifically address how the candidate meets the qualifications as outlined in the advertisement, resume, and a reference page with the contact information for three professional references. Email applications will not be accepted. Please contact SDSU Human Resources at (605) 688-4128 if you require assistance with this process.

Any offer of employment is contingent on the university's verification of credentials and other information required by law and/or university policies, including but not limited to, successful completion of a criminal background check.

South Dakota State University is a tobacco free environment. It is the policy of the University to maintain a drug-free environment and to thereby establish, promote, and maintain a safe and healthy working and learning environment for employees and students. This position is subject to South Dakota State University's Drug and Alcohol Testing Policy 4:14.

Posting Date 05/03/2024 Closing Date Open Until Filled Yes First Consideration Date 05/27/2024 Advertised Salary The minimum starting salary for this position is $62,500. Duration of the Term 12 months If Other, describe duration Appointment Percent 100 Work Hours

Core business hours are typically from 8 am to 5 pm Monday through Friday. However, some jobs require the incumbent to work outside of normal business hours for system maintenance and urgent technical work.

Typical Hours Worked Per Week Appointment Type Regular Faculty Status No Scope of Search External (includes Internal) If internal, define scope of search This position requires Valid Drivers License If other, please indicate Department Description and Cultural Expectations

South Dakota State University is the state's largest, most comprehensive university with over $60 million annual research expenditures, more than 200 academic programs and an enrollment of approximately 12,000 students. We offer a rich academic experience in an environment of inclusions and access. The university is part of a dynamic community for families, students, young professionals, and retirees, which offers an abundance of attractions and activities.

Equal Employment Opportunity Statement

South Dakota State University promotes access to and opportunities for all to receive the benefit of and participate in education, research, and service and is especially interested in candidates that can contribute to this land-grant access mission. SDSU is an affirmative action, equal opportunity employer. All qualified applicants will receive consideration without regard to, and SDSU prohibits discrimination on, the basis of, sex, race, color, creed, national origin, ancestry, citizenship, gender, gender identity, sexual orientation, marital status, pregnancy, religion, age, disability, genetic information, veteran's status, or any other status that may become protected in the offering of all educational programs and employment. Arrangements for accommodations required by disabilities can be made by emailing HR@sdstate.edu. Individuals with concerns regarding discrimination should contact: Equal Opportunity Officer/Title IX Coordinator, Human Resources, Morrill Hall 100, SDSU, Brookings, SD 57007. Phone: (605) 688-4128.

Contact Information

For questions on the position, contact search committee chair, Amanda Dixon, at Amanda.Dixon@sdstate.edu or 605-688-5774.

Working Conditions

Cognitive Requirements

Please check the appropriate response that describe the cognitive requirements for this position. Analyzing, Comprehend, Frequent Change, Intense Customer Interaction, Logic, Memory, Multiple Priorities, Multiple Stimuli, Pace-average, Pace-fast, Perform calculations, Reading, Reasoning, Verbal Communication, Written Communication

Protective Clothing/Equipment

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Physical Requirements

Please designate the physical requirements of this position Fine Finger Manipulation (keyboarding, pipefitting, bench work, etc), Sitting for sustained periods of time, Driving, Lifting moderate Describe any of the conditions selected

Sensory Requirements

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Working Conditions & Exposures

Working Conditions or Exposures (or potential exposures) that this position may encounter during the course of the work day. Please describe, in more detail, any of the conditions checked above

Working Environment

Check the appropriate box(es) that best describes the environment in which the primary function of the position is performed. Office Environment If you have indicated Other Environment, if work tasks involve one or more of the above, or if further explanation is necessary, please use the space provided.

Supplemental Questions

Required fields are indicated with an asterisk (*).

• Where did you hear about this position?

• SDBOR Employment Site

• South Dakota Department of Labor

• Employee Referral

• Department Announcement / Inside State

• Handshake

• Job Board (Indeed, Monster, ZipRecruiter)

• Please specify

• Industry Conference

• Search Engine

• Please specify

• Employment Agency

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• Newspaper

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• HigherEdJobs.com

• Chronicle of Higher Education

• Social Media (Facebook, Instagram, LinkedIn)

• Please specify

• Radio

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• APLU
• List Servs

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• Alumni

• Other

• Please specify

Documents Needed to Apply

Required Documents

• Resume

• Cover Letter

• Reference List

Optional Documents