Under the direction of the VP & Chief Information Officer, the Director of Computing Services manages the Computing Services staff and has complete accountability of the strategy and operations of the Computing Services department. The incumbent is customer-service focused and works closely with faculty, staff and students for day-to-day computing needs across all classroom, computer laboratory, and office locations. The Director will work closely with the other groups within OIRT to understand the current and future technology landscape and play a vital role in all changes and enhancements put forth by the division specific to how they impact all end-users. Finally, the incumbent is expected to assume substantial project implementation and administration responsibility, especially in the areas of technology enhancements impacting the community and Computing Services staffing needs to support all activities within the University.
The Computing Services staff manages the support of all compute devices used in the classrooms, computer labs and staff/faculty offices on both New Jersey campuses. The staff also manages the use of University owned technology through Asset tracking & license provisioning. The Director of Computing Services creates and maintains standard operating procedures and the accompanying documentation and service level and other metrics employing best practices within their area of control. The incumbent becomes a member of the leadership team responsible for maintaining security to comply with university best practices and security mandates. The Director of Computing Services is the primary point of contact for the universities outsourced service desk partner, and works with that partner and other areas of OIRT to maintain and build the technology knowledge base as well as integrating new services, enhancements and changes into our service desk partner. Through the team, Computing Services will play an active role in end user training of key applications and will conduct various training sessions as the needs of the community require. The Director will be a Change Advocate for the community and is expected to have a high touch point with various key departments within the institution. Finally, the Director is expected to develop the skill set of their staff by recommending and ensuring proper training for current and future needs are met. The incumbent should create a learning environment exploiting different methods and approaches e.g. experiential learning, coaching, and training workshops.
1. Leader of Service Delivery for both New Jersey campuses. Manages the end user support teams responsible for all desktop and laptop computers used in the computer labs, staff, and faculty offices; team resolves PC hardware, software and other ancillary device issues and provides appropriate support for local and remote users. Establishes goals, sets targets, monitors, and provides feedback on team and individual performance.
2. Manages the supervision, recruiting, and training of student employees as Computer Lab Assistants
3. Develops, directs, coaches, mentors, and reinforces team members in line with the mission, vision, values, goals, and performance standards of the department. Mentors and guides staff to develop and mature their competencies.
4. Fosters an environment of collaboration and a strong customer service culture. Acts as the primary advocate for the customer and manages the customer experience throughout all cohorts. Establishes SLA’s and other key metrics specific to customer satisfaction and reports on those SLAs on a weekly, monthly, and quarterly basis. Continually measures the organization’s performance against the best-in-class peer group and sets a vision and plan to strive to exceed those benchmarks.
5. Manages and maintains all operations of the academic computing laboratories to ensure a quality environment for learning. Handles troubleshooting and maintenance of the technology and works with other departments to maintain a safe, clean, and comfortable facility.
6. Improves organizational performance though the application of original thinking to existing and emerging methods, processes, products, and services.
7. Manages the IT onboarding process for the University faculty and staff; monitors staff interaction with hiring manager and new hire to ensure all technology needs of a new hire are met. Responsible for new student experience to ensure new and transfer student are keenly aware of technology at their disposal and the policies regarding its use.
8. Responsible for the integrity of all information within the department’s website, IT.FDU.EDU. Audits all articles on a periodic basis and ensures any changes or new capabilities introduced into the community are represented and well documented within the website.
9. Serves as a liaison between Computing Services and outsourced service desk provider. Works closely with vendor management to ensure all SLAs are met and fosters an environment of continual process improvement between service desk and the division.
10. Is engaged in continual process improvement in all aspects of classroom, computer laboratory, and end user support; Reviews and updates the operating model to ensure the organization is correctly positioned for new technologies and disciplines.
11. Works closely with AVP, USAN and their Directors on understanding emerging technologies and practices, for example cloud and agile, and how best to leverage and support them strategically as well as tactically.
12. Obtains and manages University end user software licenses.
13. Provides management oversight and is accountable for the tracking of all technology assets distributed throughout the University; Manages periodic technology refreshes.
14. Is primary liaison between the athletic departments on each campus and OIRT in understanding, building, and maintaining the student and spectator experience for broadcast and live stream event management.
15. Provides management oversight of the scheduling of regular laboratory hours for the various lab locations, schedules classes using the labs, and resolves class scheduling conflicts with faculty, deans, and various other departments.
16. Reports promptly on conditions or events that warrant any concern or indicate unnecessary exposure or vulnerability of the equipment and facilities. Principal manager for all end user endpoint protection, including computers, printers; ensures labs are used in manner consistent of University security policies.
17. Responsible for the development, documentation, deployment, and maintenance of the staff, faculty laptop, desktop and computer lab hardware.
18. Maintains the budget for the department and tracks expenses working with IT Business Services.
19. On cell phone call 24 hours per day, 7 days per week.
1. Minimum of a B.S. degree in Computer Sciences or equivalent experience.
2. Minimum 5 years’ experience in an IT service desk environment providing technical support to in-person and remote field-based customers via telephone, email, face to face and remote desktop/management tools preferred.
3. Substantial experience with unified endpoint management, virtual desktop infrastructure and desktop as a service is preferred.
4. Experience managing and delivering projects including new implementations, migrations, and retirements. Project management qualifications preferred.
5. Demonstrated experience working with service desk vendors & ticketing systems
6. Five years’ experience managing support teams. Demonstrated ability to develop and execute a strategic staffing plan that ensures the right people are in the right roles at the right time, and employees are highly engaged and satisfied.
7. Strong focus on Customer Service and end user satisfaction as demonstrated through past positions.
8. Experience with Apple and Microsoft desktop operating systems and applications, and familiarity with microcomputer operations, networking, hardware, and software.
9. Industry certifications (i.e., A+, MCP, MCDST, MCSE, PMP, ITIL Foundations) a plus.
10. Working knowledge of ITSM frameworks and best practices. ITIL Foundations Certification a plus.
11. Experience in higher education preferred but not required. Ability to interface and communicate effectively with non-technical personnel, administrative users, staff, faculty, and students, as well as professional Information Technology staff.
12. Ability to build consensus, making decisions based on many variables, and gain support for major initiatives.
13. Excellent analytical, strategic conceptual thinking, strategic planning, and execution skills
14. Understanding of current and emerging Academic technologies and practices, and how other enterprises are employing them a plus.
15. Ability to develop staff including coaching, mentoring and performance management.
16. Excellent time management skills and the ability to multi-task and shift priorities based on unanticipated needs of the institution.
17. Strong third-party management skills, working closely with sourcing and vendor managers.
18. Excellent verbal and written communication skills, including the ability to explain technical concepts and technologies to University leaders.
19. Proven experience in budget planning and financial management, including cloud services, preferably with chargeback models.
20. Willing to work late evenings and weekend hours as required in support of daily operations.
21. Ability to lift and carry equipment and supplies.
22. Valid driver’s license and accessibility to transportation for travel between campuses and to off-site locations.
23. Employment is contingent upon a satisfactory background check. Candidates for hire will be required to sign a waiver authorizing the background check and produce a Social Security Card.
Campus: Metropolitan Campus, Teaneck, NJ
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, national origin, age, disability, or protected veteran status. Fairleigh Dickinson University takes affirmative action in support of its policy to employ and advance in employment individuals who are minorities, women, protected veterans, and individuals with disabilities.
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