The Associate Director of IT Operations is responsible for managing the day-to-day operation of technology supporting the Housing & Residence Life administrative staff at the University of Virginia. This represents a user community of approximately 35 full-time staff and 350 student staff.
The position reports to the Director of IT & Assignments, and is responsible for a range of services in support of the mission to provide a secure, reliable, and cost-effective technology environment. These services include supervising IT staff, resolving technical problems, monitoring and maintaining equipment and systems, and supporting housing management applications.
Duties and Responsibilities:
- Supervision and Performance Management:
- Provide direct supervision for three IT staff members, communicating clear expectations and providing constructive feedback.
- Ensure that staff provide high quality customer service through courteous and professional communication and consistent follow-up.
- Guide staff in in situations where there are unexpected technical challenges or competing deadlines, resources and requirements.
- Develop standards and procedures, and ensure adherence to established University and HRL policies, procedures, risk management programs, and safety standards.
- Encourage and develop staff members’ plans for professional development. Create opportunities for them to gain work experience utilizing new skills.
- Technical Support:
- Maintain a high level of technical competence, assisting staff in accurately and efficiently resolving complex technical problems and working with users to ensure solutions are satisfactory.
- Facilitate the diagnosis and timely resolution of problems related to desktop and laptop computers, mobile devices, printers, digital signs, electronic door access, and associated software systems.
- Provide written documentation and in-person training to maximize use of existing technology.
- Maintain strong working relationships with colleagues internally and in other departments.
- Technology Management:
- Prepare short- and long-range plans for the department’s IT operations. Analyze trends, research emerging technology, and recommend appropriate actions to increase functionality or efficiency.
- Use and develop scripts, tools, workflows, and preventative maintenance schedules to monitor systems, proactively identify problems, and streamline business processes.
- Manage departmental IT budget. Plan and execute projects to replace, upgrade, or improve current technology. Evaluate vendor proposals and coordinate work done by service providers.
- Oversee team in accurately configuring, testing, installing, deploying, and upgrading computers, printers, and mobile devices. Manage inventories of hardware and software assets and storage and disposal of surplus equipment.
- Supervise card-based electronic door access control services in HRL facilities.
- Application Support:
- Become knowledgeable about the features and functionality of departmental software applications (including StarRez housing management system) in order to provide assistance with term transitions; data interfaces, imports and exports; user access and security; and production of queries, reports, and dashboards.
- Ensure departmental systems are operating on up-to-date and accurate data.
- Assist HRL staff with reporting needs related to access control, housing applications and assignments, occupancy and demand, move-in and move-out, billing and finances, facilities conditions and improvements, work orders, etc.
- Assist HRL staff with data collection, assessments, forms, surveys, and data analysis.
- Other Duties:
- As an “LSP” (Local Support Partner), this position serves as a liaison with the University’s Information Technology Services department and may represent the department on University-wide committees.
- This position may occasionally be required to work on weekends, holidays, and after business hours, in order to meet deadlines, respond to urgent issues, or provide support during move-in and move-out.
- This position is responsible for other special projects and duties as assigned.
Preferred qualifications (but not required):
- Experience with StarRez or equivalent housing management software
- Experience with KACE or equivalent system management software
- Experience with CBORD or equivalent access control management software
- Experience with SharePoint, PowerBI, and other Office 365 tools and applications
- Knowledge of SQL programming language
- Knowledge of HTML, CSS, and PHP for web application programming
Knowledge, skills, and abilities needed:
- In-depth knowledge of a broad range of hardware and software technologies used in a university business environment, including Windows, Mac OS, and iOS platforms
- Experience supporting enterprise applications, maintaining databases, and preparing reports
- Proven troubleshooting skills and the ability to diagnose and resolve complex desktop software, hardware, and network issues
- Strong leadership, sound judgement, and a high degree of personal initiative
- Demonstrated ability to work effectively as part of a team and to supervise the work of others
- Excellent customer service and relationship building skills, including ability to work with a diverse population
- Advanced verbal and written communication skills, and ability to present proposals/ideas and to communicate complex technical information to novice computer users
- Project management skills, high attention to detail, and ability to organize tasks to meet deadlines
- Willingness and ability to master new systems, technologies, and processes quickly
- Bachelor’s degree in Computer Science, Computer Engineering, Information Systems, or related discipline. 6-10 years of relevant and progressive experience may be considered in lieu of a degree.
- 5 years of relevant work experience, including experience supervising technical staff.
- Current and valid U.S. driver’s license.
- The position requires seated work using a computer. Employee will be required to lift various weights, climb ladders and stairs in order to complete jobs.
Anticipated Hiring Range:
- $95,000 -$105,000 depending upon experience and relevant qualifications.
Please apply through Workday, and search for “R0027890″ Complete an application online and attach a CV/resume. Internal applicants must apply through their UVA Workday profile by searching “Find Jobs” in the top search bar. This position will not sponsor applicants for work visas. The University will perform background checks on all new hires prior to employment. Questions on the position or application process should be directed to Michele Jarman, Academic Recruiter at email@example.com.
COVID Vaccination Requirement and Guidelines
Please visit the UVA COVID-19 Job Requirements and Guidelines webpage prior to applying for current information regarding vaccination requirements and guidelines for employment at UVA.
The University of Virginia, including the UVA Health System which represents the UVA Medical Center, Schools of Medicine and Nursing, UVA Physician’s Group and the Claude Moore Health Sciences Library, are fundamentally committed to the diversity of our faculty and staff. We believe diversity is excellence expressing itself through every person’s perspectives and lived experiences. We are equal opportunity and affirmative action employers. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information.
The University of Virginia is an Equal Opportunity/Affirmative Action Employer.