Under administrative direction, leads and supervises end-user focused IT service operations, including customer service, application management, multimedia, and classroom systems through staff direction and vendor-partnerships. Acts as a liaison to department and University administration, and collaborates to understand and meet the demands of IT service delivery within the University.
Develops, manages, and maintains the operational support model inÂ ITSÂ through an informational hierarchy including 24/7 monitoring, problem identification, escalations, status and notifications related to end user support for all IT services; aligns operational goals, budget, responsibilities, and priorities withÂ ITSÂ and University strategy and planning. Oversees customer service and other IT departments.
Develops operating level and service level agreements for operations internal and external toÂ ITSÂ within the quality assurance framework; participates in the development ofÂ ITSÂ strategies for technology, training, staffing, and sourcing, and partners with administrative and academic organizations to acquire a shared understanding of business needs and technical solutions.
Communicates with deans and directors to ensure consistent delivery of IT services to schools and departments including negotiating, implementing, maintaining, and reviewing service level agreements.
Fosters cross-organizational thought leadership, user experience excellence, vendor-partner accountability, services architecture and planning, and operational cohesion.
Supports a strong culture of service and excellence, process orientation, Â best practice, and cost-effective management.
Performs other duties as assigned.
Knowledge, Skills, and Abilities
Knowledge of operating systems, architecture, new technologies
In-depth business knowledge and technical expertise
Strong budgeting and planning skills
Strong interpersonal and organizational skills
Strong leadership and coaching skills
Ability to manage multiple priorities and crisis management
Ability to exercise initiative, creativity, and motivation
Ability to delegate and use resources effectively
Willingness to handle complex challenges
Ability to work effectively with other senior management
Ability to communicate technical information to non-technical people
Bachelors degree in business management, computer science, information systems, or related field; supplemented with ten (10) years of related experience with increasingly complex leadership and management responsibilities in an information technology operations environment, preferably with some experience in higher education.
Saint Louis University(SLU) is a private, co-educational Jesuit university located in St. Louis, Missouri, United States. Founded in 1818 by the Most Reverend Louis Guillaume Valentin Dubourg SLU is the oldest university west of the Mississippi River. The University has campuses in St. Louis, Mo. and Madrid, Spain. SLU values academic excellence, life-changing research, compassionate health care, and a strong commitment to faith and service. For nearly 200 years, the University has gone beyond teaching facts and figures, encouraging students to form ideas and identities. Today, SLU students are nearly 14,000 strong. The University has invested vast resources to advance academic programs and enhance the student experience. SLU also is a major research institution where premier researchers tackle local and global challenges. And the University's commitment to community service has earned it national acclaim and bolstered its status as a character-building college.