Assistant IT Director of CALS | #education | #technology | #techjobs

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Department: 110103 – CALS IT

Location: Raleigh, NC

Essential Job Duties:
This IT Manager II serves as Assistant IT Director and is the principal management position over the IT Service Delivery group, with responsibility for hiring, scheduling, performance management, assessment and training of staff. The position provides direct support through the IT Service Delivery group, for the CALS administrative officers and staff of the college, including the Dean, Associate and Assistant Deans, Extension Administration, directors of various administrative units, department heads, and CALS Business Operations. The IT Manager II works closely with the IT Director during budget planning, submission and expenditures and possesses strong project management, technical expertise, communications skills and performance leadership in order to deliver excellent customer service and support in an efficient and effective manner.

The primary responsibilities of this position include, but are not limited to:

• Collaborates with peers on the design, implementation, and maintenance of the administrative computing infrastructure (operating systems, core software, standard procedures, project management, and change control) as well as overseeing the same functions for student and classroom computing. – Oversee a broad range of IT services, dependencies, and operations, including NCSU enterprise systems, CMS (computer management systems), data storage solutions, Windows PC and MAC OS/architectures, security implementations.
• Supervises technical IT support staff.
• Maintains knowledge of cloud services (ex: Google, SharePoint), document management, and collaboration tools.
• Provides internal and external communication and organization skills. Attentiveness to customer IT needs and problems, proactive and responsive ownership of IT service and support issues. Regularly meets with administrators and staff to discuss current and anticipated needs and assess quality of services provided. Develops and conducts technical training sessions with a combination of live and on-line technologies. Appropriately communicate IT related changes, announcements, alerts, and guidance to CALS leadership, CALS IT support staff and CALS customers. Communication with direct reports is a hybrid blend of online and face-to-face, requiring good verbal and technical skills.
• Conducts periodic surveys of customer satisfaction, identifies trends, informally and formally discusses service levels with users, and provides a monthly and annual report of customer support activities and quality of service.
• Generates well-crafted Service Level Agreements (SLA) documenting service offerings and capturing customer expectations.
• Provides operational and technical leadership, problem resolution and change management proficiency.
• Fosters a work environment that encourages staff independence, and growth.
• Maintains a strong awareness of the academic and administrative missions of the college and the various units and departments within the college. Aligns work with the Dean’s strategic plan. Maintains knowledge and active engagement with technical support staff and management in all CALS departments and functions. Plans and implements the delivery and improvement of services, staffing and resources. Planning can be either long term or short term, as needs require, and plans are generally implemented by staff.
• Participates in committees and working groups as appropriate and as opportunities arise.
• Oversees the knowledge management lifecycle and develops training material for internal and external stakeholders.
• Manages CALS-wide compliance with the Combined Pricing Initiative (CPI) program.
• Manages select technical projects of varied scale, from small to college-wide utilizing project management tools (ie: SmartSheet). Manages deliverables, time-lines, resources (staff, budget) and directs implementation efforts to completion.
• Collaborates with departmental IT Director and IT peers on strategic planning, input, and feedback.
• Maintains deep knowledge of technical services, operations and skillsets of staff in order to leverage their experience to the needs.
• Maintains knowledge of current trends and innovations. Identifies innovative opportunities and coordinates new technology research and development efforts within CALS and in the broader NCSU arena.

Other Work/Responsibilities:

• Serve as designee to the Director as requested.
• Voice of CALS IT, both through campus lists, forums and to our users for most technical communications.
• Process ‘end-of fiscal-year’ IT purchases within a tight budgetary window.
• Actively consult with the IT Director to evaluate and communicate CALS ITs position regarding directives from IT groups.
• Initiate CALS IT budget call each year. Monitor budget expenditures through the fiscal year. Includes needs assessment for CALS IT and solicits requests from the whole team for training and other IT needs for the budget. Takes part in the ETF budget allocation process.
• Conduct interviews, make final hiring decisions, provide salary recommendations, monitor and assign work, counsel and discipline employees under direct supervision, develop work plans and conduct performance appraisals for permanent employees.

Minimum Experience/Education:

Master’s degree and at least one year of relevant experience; or Bachelor’s degree with at least two years’ of relevant experience; or an equivalent combination of education, training and relevant experience.

* For management-level roles, also include with the above requirements 1-2 years of supervisory experience.

Required Qualifications:

• Broad range of technical and operational knowledge and expertise surrounding enterprise systems, Directory Services, storage solutions, IT governance, PC and Mac desktop systems and software, user requirements, ITIL framework familiarity, security terminology and implementations, training and development.
• Experience with project management software.
• Experience managing and developing technical staff.
• Strong communication skills.

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Computer Engineering, Math, Engineering or other related technical degree from an appropriately accredited institution and eight years progressive experience in the field of information technology; or Bachelor’s degree from an appropriately accredited institution and eight years progressive experience in the field of information technology; or an equivalent combination of education and experience.
• ITIL certification.
• Experience with ITSM solutions (IE: ServiceNow).
• Knowledge of higher education environment, strong working knowledge and involvement in IT Governance, experience with committee dynamics, and active participation in select committees.
• Resourceful and creative in solving unexpected project developments.
• Be highly organized, proactive, have proficiency with collaboration and presentation skills, be able to organize technical efforts, motivate and inspire, have working knowledge of operations, tactical and strategic management workflow. Able to accurately estimate time and effort to complete tasks. Able to identify and organize systems and required direct and indirect resources to complete project commitments.
• Able to maintain adequate preparation time for scheduled meetings/deadlines and develop schedules and timetables with clear, specific milestones and deadlines.
• Possess experience overseeing 1st, 2nd, 3rd tier IT support.

Required license or certification:
Valid NC driver’s license or the ability to obtain within 60 days of start.

Position Number: 00050281

AA/EEO Statement:
NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran.

If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu. Individuals with disabilities requiring disability-related accommodations in the application and interview process, please call 919-515-3148.

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.

NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.