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Job #
037925
Department Code: 40001-1212
Department
Student
Affairs
Location: Syracuse, NY
Pay Range: Commensurate with experience
Staff
Level: S5
FLSA Status: Exempt
Hours: Standard University business hours
8:30am – 5:00pm (academic year)
8:00am – 4:30pm (summer)
Hours may vary based on operational needs.
Campus: Syracuse, NY
Unionized Position Code: Not Applicable
Job
Description
The Assistant Director Technical Services coordinates the help desk function and oversees the delivery of
technology support for the Division of the Student Experience. Responsibilities include supervising, scheduling and assigning work to
Technology Specialists and the student help desk team as well as overall management of all technology assets throughout the division. The
Assistant Director Technical Services supports the Director of Information Technology in administering the IT department including but not
limited to execution of the division’s strategic goals and initiatives, consultation with internal and external groups on IT projects and
compliance with regulatory and university standards. The Assistant Director Technical Services will also assist in policy formation and
execution, assessment, and analytics.
Qualifications
- Bachelor’s degree in business, computer science,
or information technology or equivalent experience. Higher Education experience preferred. - Minimum of 3-5 years in IT support
including experience managing a diverse computing and network environment. - Minimum of 1-3 years of team leadership, supervisory or
management experience.
Job Specific Qualifications
- Strong interpersonal skills with experience
providing a high level of customer service. - Demonstrated team-management skills with the ability to effectively provide
instruction - Detail-oriented with excellent written and verbal communications skills
- Ability to manage multiple projects and
deadlines; work cooperatively and collaboratively with faculty, staff, students, and administrators; and to communicate technical matters
effectively with people of varying skills and backgrounds. - In-depth technical knowledge of infrastructure and applications and their
support, including but not limited to:
* Servers
* Storage
* Networking
* Databases
* Client management
* Cloud
Services
* Business Applications
Responsibilities
Directs day to day operations of ESE IT Help
Desk
- Provide supervision and guidance to Technology Specialists and Student Help Desk staff.
- Schedule IT
work and assure adequate technical support coverage during business hours. - Ensure technical service is timely and accurate by
monitoring support queue and assessing responsiveness and satisfaction. - Establish best practices through the entire technical
support process by creating effective processes for addressing common issues and documenting procedures. - Serve as a system, network
and security administrator. Oversee troubleshooting of technical issues within the department. - Instruct staff on the appropriate
use of specialized computer applications.
Assist in administrative oversight of ESE IT
group
- Provide the Director of IT with recommendations and input relating to the overall effectiveness of the IT
group. - Assist the Director of IT in personnel-related processes (e.g. hiring, training).
- Participate in the development of
divisional policies and procedures relating to information technology. - Monitor and assure compliance with university and regulatory
standards (e.g. procurement, accessibility, contract review) - Attend and actively participate in university-wide committees and
working groups.
Contribute to the division’s strategic planning efforts by participating in IT project governance and
management
- Meet with ESE staff to determine appropriate strategies for using technology to address
needs. - Coordinate the assignment of technical resources to complete project work.
- Monitor and document the status of tasks
associated with projects.
Oversee the acquisition, deployment and tracking of all IT
assets
- Manage the technology hardware and software lifecycle within the division by tracking inventory and
coordinating replacement schedules for equipment and applications. - Work with Purchasing and vendors to assure efficient use of
budgetary resources. - Oversee the equipment loan program by developing procedures and systems for loaning equipment, tracking its
location, and using analytics to correctly size the program.
Assessment & Analytics
- Act as
the lead for the IT group’s assessment efforts. Track progress towards assessment goals and assist the Director of IT in developing
plans. - Use analytics (e.g. service satisfaction, responsiveness, project completion rate) to track the effectiveness of the IT
group. - Assist other ESE departments in the use of technology to collect analytics and track progress towards assessment
plans.
Physical Requirements
Not Applicable
Tools/Equipment
Not
Applicable
Application Instructions
In addition to completing an online application, please attach a
resume and cover letter.
About Syracuse University
Syracuse University is a private, international
research university with distinctive academics, diversely unique offerings and an undeniable spirit. Located in the geographic heart of New
York State, with a global footprint, and nearly 150 years of history, Syracuse University offers a quintessential college
experience.
The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of
more than 200 majors and 100 minors offered through 13 schools and colleges; nearly 15,000 undergraduates and 5,000 graduate students; more
than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more
information, please visit www.syracuse.edu.
About the Syracuse
area
Syracuse is a medium-sized city situated in the geographic center of New York State approximately 250 miles northwest
of New York City. The metro-area population totals approximately 500,000. The area offers a low cost of living and provides many social,
cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues.
Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking
in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie
Canal.
EEOC
Syracuse University is an equal-opportunity, affirmative-action institution. The University
prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital
status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by
applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in
University programs, services, and activities.
Commitment to Supporting and Hiring Veterans
Syracuse
University has a long history of engaging veterans and the military-connected community through its educational programs, community
outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and
those veterans literally transformed Syracuse University into the national research institution it is today. The University’s contemporary
commitment to veterans builds on this historical legacy, and extends to both class-leading initiatives focused on making an SU degree
accessible and affordable to the post-9/11 generation of veterans, and also programs designed to position Syracuse University as the
employer of choice for military veterans, members of the Guard and Reserve, and military family members.
Commitment to a
Diverse and Inclusive Campus Community
Syracuse University maintains an inclusive learning environment in which students,
faculty, administrators, staff, curriculum, social activities, governance, and all other aspects of campus life reflect a diverse,
multi-cultural, and international worldview. The University community recognizes and values the many similarities and differences among
individuals and groups. At Syracuse, we are committed to preparing students to understand, live among, appreciate, and work in an inherently
diverse country and world made up of people with different ethnic and racial backgrounds, military backgrounds, religious beliefs,
socio-economic status, cultural traditions, abilities, sexual orientations and gender identities. To do so, we commit ourselves to promoting
a community that celebrates and models the principles of diversity and inclusivity.
Job Category: Staff
Message to Applicants
Syracuse University is interested in candidates who have the communication skills and
cross-cultural abilities to maximize their effectiveness with diverse groups of colleagues, students and community members. Women, military
veterans, individuals with disabilities, and members of other traditionally underrepresented groups are encouraged to apply. Syracuse
University is an equal opportunity employer, as well as a federal contractor required to take affirmative action on behalf of protected
veterans.
Syracuse University is interested in candidates who have the communication skills and cross-cultural abilities to maximize their effectiveness with diverse groups of colleagues, students and community members. Women, military veterans, individuals with disabilities, and members of other traditionally underrepresented groups are encouraged to apply. Syracuse University is an equal opportunity employer, as well as a federal contractor required to take affirmative action on behalf of protected veterans.
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