Director, Technology Support Services – HigherEdJobs | #education | #technology | #techjobs



WORKING TITLE: Director, Technology Support Services

Director I

POSTING DATE:  March 7, 2022


This position reports to the
Associate Vice Chancellor for the Division of Information Technology and is a working director, responsible
for ensuring a customer-focused approach to delivering information technology services for UWGB. This position provides overall tactical and
operational leadership, directs the strategic design, acquisition, management, and implementation of enterprise endpoint technology tools
through oversight of the IT Service Desk, endpoint deployment and support, and AV services; across four campus locations.  This role serves
as the IT Service Management leader for the division, responsible for developing, deploying, and maintaining ITIL modeled processes across
the division.

This position includes the following responsibilities:

  • Lead the operational and strategic planning for support services, including fostering innovation, planning
    projects, and organizing and negotiating the allocation of resources, in support of the Technology Plan and institution’s strategic
    objectives. Proactively manage work and communications to ensure that activities and projects are moving forward and consistently meeting or exceeding service level expectations.
  • Ensure a high level of customer service is consistently delivered to students, faculty, and staff, as defined and
    agreed upon with campus stakeholders.
  • Develop and maintain a division wide IT Service Management
    strategy in alignment with ITIL including the development of a Service Catalog, Service Level Agreements, Knowledge Base, Change Management
    process, etc.
  • Manage, coach, and develop skilled technical staff. Seek and
    provide opportunities to ensure they remain current with related skills, abilities, and technological
  • Source, replace, implement, support, and maintain systems
    (e.g., workstations, hardware, software, peripherals).
  • Contribute to the meeting of
    educational needs of users by proactively providing or offering educational resources and training opportunities to the campus community to
    assist in maximizing the value of campus technologies, and advances digital transformation.
  • Work closely and develop strong relationships with stakeholders from all levels of the organization, providing
    exceptional customer service in alignment with the institution’s technology plan and available resources.
  • Responsible for the budget and maintenance plan for the IT software and infrastructure within endpoint and end user
    support, in support of the corporate strategic plan. Accurately predict, plan, and track the expenses.
  • Source and outsource vendor services. Effectively manage vendor relationships.
  • Seek continuous quality improvements to eliminate gaps in system performance and streamline IT solution delivery
    and timing.
  • Participate in the development of the strategic information
    technology plan, processes, and solutions.



  • Bachelor’s degree in applicable field or relevant experience
    at time of application
  • Enthusiasm and energy for supporting digital transformation
    within our University community
  • Strategic thinker with analytical and hands on
    problem-solving experience
  • An outstanding ability to analyze problems, communicate
    effectively and confidently, and direct cross-functional teams
  • Effective people management
    skills, provide direction, set priorities, and deliver coaching to support talent development
  • Passionate about delivering customer service excellence across the campus
  • Proven ability to influence seniors and peers without direct
    authority; experience leading cross-functional initiatives with multiple stakeholders
  • Self-driven, detail-oriented leader who actively works to remove barriers to achieving
  • Ability to proactively establish and maintain effective
    working relations with employees and other departments
  • Willingness and ability to
    provide hands on support to end users and staff, when needed
  • ITIL Foundations
  • Five years successfully leading an IT support


  • Master’s Degree in a related field
  • Experience in a higher
    education environment
  • Additional ITIL

The successful candidate will be expected to work inclusively and respectfully within a
diverse campus community and practice civility in the workplace.  The University welcomes applicants who are dedicated to the appreciation
and promotion of inclusivity and equity as crucial components in the pursuit of organizational excellence.

In addition, the successful
candidate will have strong oral, written, interpersonal, and organizational skills, demonstrated integrity and strong leadership, and the
willingness to work independently and as part of a collaborative team. The University invites applicants who are dedicated to enriching the
quality of life for students and the community by embracing the educational value of diversity, promoting environmental sustainability,
encouraging engaged citizenship, and serving as an intellectual, cultural, and economic resource.


Established in 1965, UW-Green Bay is a public institution serving 8,970 undergraduate, graduate and doctoral students and 95,000
continuing education learners each year. We educate students from pre-college through retirement and offer 200+ degrees, programs and
certificates. UW-Green Bay graduates are resilient, inclusive, sustaining and engaged members of their
communities, ready to rise to 
fearlessly face challenges, solve problems and embrace diverse ideas and people. 
With four campus locations in Marinette, Green Bay, Manitowoc, and Sheboygan,
the University welcomes students from every corner of the world. In 2020, UW-Green Bay was the fastest growing UW school in Wisconsin.
UW-Green Bay works to ensure faculty and staff achieve their full potential as valued employees with its commitment to creating an
environment that recognizes, values and respects the differences we all bring to the workplace, allowing everyone to do their best work.
Employee testimonials can be found at
#WhyUWGB.  For more
information, visit

For more information regarding the University of
Wisconsin-Green Bay and the surrounding area, see our Campus and Community website. For Campus Safety
information, see our
University Police website and our Annual Security Report. This report includes statistics about reported crimes, as well as
information about crime prevention and campus security policies and procedures. Please contact the Office of Human Resources at (920)
465-2390 if you would like a paper copy.


Position is a full-time Limited appointment.  Official
transcripts of the highest degree achieved will be required of finalist(s).  A criminal conviction investigation will be conducted on the
finalist(s).  In compliance with the Wisconsin Fair Employment Act, the university does not discriminate on the basis of arrest or
conviction record. 

All final candidates must be asked, prior to hire, whether they have been found to have
engaged in, are currently under investigation for, or left employment during an active investigation in which they were accused of sexual
violence or sexual harassment. When obtaining employment reference checks, these same sexual violence or sexual harassment questions must
also be asked.

The University of Wisconsin-Green Bay does not offer H-1B or other work authorization visa
sponsorship for this position. Candidates must be legally authorized to work in the United States at the time of hire and maintain work
authorization throughout the employment term. If you have questions regarding this, please contact Human

The University of Wisconsin-Green Bay is an Affirmative Action Equal Employment Opportunity
employer committed to achieving a diverse workforce and to maintaining a community that welcomes and values a climate supporting equal
opportunity and difference among its members. All qualified applicants will receive consideration for employment without regard to race,
color, religion, sex, sexual orientation, gender and/or gender identity or expression, marital or parental status, genetic information,
national origin, ethnicity, citizenship status, veteran or military status (including disabled veteran, recently separated veteran, other
protected veteran, or Armed Forces service medal veteran status), age, or disability.


Please submit application materials by Wednesday, March 23,



Minimum salary of $85,000.

This position is exempt from the overtime provisions of the Fair Labor Standards Act


UW System provides an excellent benefits package to meet the diverse needs of its employees.  This includes several health
insurance options, with annual deductibles as low as $250/individual and $500/family. Our benefits package also includes dental, vision,
several life insurance options, AD&D and Accident insurance and Flexible Spending and Health Savings Accounts.  We participate in the
Wisconsin Retirement System (WRS), where employer contributions begin immediately and employees are fully vested after 5 years of service. 
The UW System also provides supplemental retirement savings programs including a 403(b) and Deferred

In addition, employees receive several types of paid
leave benefits, which are prorated for employees working less than 100%.  This includes 9 legal holidays, 36 hours of personal holiday and
between 96-130 hours of sick leave annually.  Employees earn 13-27 days of vacation each year, depending on years of service and employment

For more details, please review the links below.


Select the job title for which you are applying.  Click the “Apply for Job” button.  You
must create an account and login before you can apply.  If you are already a registered user, input your “User Name” and “Password” and
select “Sign In.”  If you have not yet registered, click on “Register Now” to begin the registration process. 

Please be sure to
complete all required fields, and include all required documents before submitting your application. Once submitted, you will not be able
to edit or attach any application materials. Files must be complete to be considered. Please include the following

  • Cover letter specifically addressing qualifications for the
    essential job functions
  • Resume
  • Names and contact information for three references 
  • ITIL Foundations Certification

If you have any questions, need accommodations, or submitted
your application with missing materials, call or email:

Judy Murphy
Phone:  (920) 465-2210

UW-Green Bay is an Affirmative Action/Equal Opportunity employer.


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