Director, IT Operations

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Position Details

Information Technology and Security at The University of Tampa has an opening for a Director, IT Operations. Under direction of the AVP IT Operations, the Director, IT Operations is a leadership role for a customer-centric Information Technology and Security organization, ensuring that all customer touch points maintain alignment with a strategic and intentional customer experience. A successful candidate in this role must have a passion for providing transformative experiences that, through exceptional service, empower an academic community to achieve their objectives in education and support of the student learner. It is vital for the individual selected to have exceptional communication skills that facilitate taking the 'pulse' of the customer and reporting to upper management on a frequent basis. Additionally, this individual will have the technical expertise to lead high performing teams focused on system administration and network engineering, to deliver solutions that significantly enhance UT's technology ecosystems.

The individual selected will be enabled to re-engineer the user experience, through continuous process improvement, and provide an organizational focus on analytics and proactive customer support. They must have a keen sense for operationalizing how ITS provides value to customers through improving and facilitating their experiences with technology.

The Director, IT Operations is directly responsible for activities and outcomes of the Service Desk Team, including User Services and two Infrastructure departments (Systems and Network Engineering).

As the primary customer advocate for ITS, the Director, IT Operations will be responsible for reporting on tickets (open/closed, distribution, aging, etc.) to the Vice President, Information Technology and Security, and the ITS organization. Reports will include daily, weekly and monthly metrics that drive action and promote success. They will also be responsible for providing regular project management updates, as well as charting progress with ITS User Services and Infrastructure goals and objectives.

Other responsibilities include serving as the lead for all formal communications to the user community. This includes managing the ITS Communications plan for events such as planned and unplanned outages. The individual must understand the needs of faculty, staff, and students and be able to provide seamless support throughout the institution's academic calendar.

Responsibilities

• Make recommendations for individual and team development based on performance reviews and provide guidance and coaching to direct-reports on an ongoing basis.

• Provide feedback and support development through continuous coaching sessions, quarterly check-ins and annual reviews for direct-reports. Conducting these assessments and coaching sessions are essential components of this role.

• Initiate, design and deliver departmental training and developmental activities that cover a variety of topics. Leading the development of criteria for evaluating the effectiveness of training programs.

• Encourage professional growth and foster cooperation amongst staff members and departments.

• Establish and execute goals for the IT Operations team.

• Partner with and provide feedback to ITS Leadership and ensure proactive communication and cohesive working relationships with all other departments.

• Lead departmental and team meetings and attend meetings with external and/or internal liaisons as necessary.

• Conduct management meetings with subordinate personnel to establish, delineate, and review organizational policies.

• Manage departmental workflow, allocate key activities and manage vacancy scheduling.

• Conduct audits to assess effectiveness of controls, accuracy of departmental records, and efficiency of operations.

• Serve as Information Technology & Security's lead customer advocate.

• An ability to translate a business strategy into tactical operating plans.

• Provide oversight of all client experience activities as well as manages ongoing projects and tasks.

• Provide comprehensive Service Desk incident metric reports that reveal trends and drive positive behavior.

• Provide project management for areas of responsibility.

• When necessary, work in concert with software and hardware vendors for problem resolution.

• Maintain the client's software application licensing agreements.

• Provide up-to-date system and process documentation and inventories.

• Manage all related vendor support contracts for end user hardware and software.

• Coordinates rollout of new PCs, laptops, printers, etc., in accordance with applicable replacement schedules as well as associated licensing.

• Responsible for ensuring that all staff adhere to data security procedures, standards, and polices within Information Technology and Security.

• Monitor department and staff compliance with applicable policies and procedures.

• Support Information Technology and Security in ISO 27001 related practices to ensure the security and protection of university assets and data; maintain proficiency in ISO 22301 - Business Continuity Management System and ISO 20000 - IT Service Management System to assist AVP IT Operations with annual certification audits.

• Focus on key aspects of IT Operations continuous improvements, through an emphasis on:

• Strategic Planning: Develop and implement the strategic IT plan in alignment with the business objectives of the organization. This could include upgrading existing systems, adopting new technologies, or developing new IT capabilities to support the organization's goals.

• Effective Customer-centric Operations: Oversee the day-to-day operations of the IT department, ensuring that systems, services, and infrastructure work reliably and securely. This could involve managing projects, ensuring IT systems are up and running, dealing with outages, etc.

• Budgeting and Cost Management: Assist the AVP IT Operations with the IT Operations budget, ensuring that resources are allocated efficiently and effectively. This might also involve identifying opportunities for cost savings and improvements in efficiency.

• Innovation: Lead the adoption of new technologies that can enhance the organization's efficiency and effectiveness. This could involve staying abreast of the latest developments in IT and evaluating their potential applications for the organization.

• Stakeholder Management: Work closely with other leaders in the organization to understand their IT needs and ensure that the IT Operations department is able to meet these needs. This could involve managing expectations, communicating about IT projects and initiatives, and soliciting feedback.

• Contribute to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures and backgrounds.

Qualifications

• A Bachelor's or Master's degree in a technology area (IT, ITSM, Computer Science, MBA, etc.).

• One or more network, cloud computing, or systems administration/engineering certifications preferred.

• Minimum of five (5) years of leadership experience or any combination of education and experience that would provide the required equivalent qualifications.

• Technical proficiency in one or more areas of IT Operations.

• Exposure and/or experience working with Service Delivery Management systems and solutions

• Willingness to embrace new technologies and innovative organizational practices.

• Experience and demonstrated knowledge of ISO 20000-1:2018 standard is a plus; experience or knowledge of business continuity practices and information security controls is also a major preference.

• ITSM Certifications (e.g.: ITIL V4, ITSM) is a plus.

Required Attachments

Please be sure to attach all required documents listed below in the attachment box at the bottom of the "My Experience" page of the application before continuing through the application.

1.Cover letter

2.Resume

Work Schedule

Monday-Friday, 8:30 a.m. to 5:00 p.m.

Summer: Monday-Thursday, 8:00 a.m. to 5:30 p.m.

Occasional evenings and weekends may be required.

The University of Tampa offers great benefits to include:

• FREE Tuition

• Generous paid leave

• Wellness initiatives

• 100% Employer-Funded Health Reimbursement Account

• 100% Employer-Paid Short & Long Term Disability Insurance

• 100% Employer-Funded Employee Assistance Program

• Discounted On-Campus Dining Meal Plans

• FREE On-Campus Parking

• FREE Access to Campus Amenities (pool, library, campus events and more)

• Fitness Center

• Pet Insurance

• Flexible Spending Accounts

• And more!

The University of Tampa is an Affirmative Action/Equal Opportunity Employer. The University seeks candidates with diverse backgrounds to facilitate intercultural awareness and understanding.

Submission Guidelines

To receive full consideration for employment with The University of Tampa, please be sure to submit/upload required documents for this position at time of application submission. Required documents should be submitted in the attachment box at the bottom of the "My Experience" page of the application before continuing through the application.

Background Check Requirements

Finalists may be required to submit to a criminal background check. Some positions may also require a motor vehicle report and/or a credit report.

Additional Information

This description is intended to be generic in nature. It is not to determine specific duties and responsibilities for any particular position. Essential functions and overtime eligibility may vary based on the specific task assigned to the position.