Senior Director, User Support - Military Veterans

Senior Director, User Support

Please note, this position is not eligible for H-1B or Green Card sponsorship.

For consideration, please apply by Friday, October 18.

The University of Minnesota is committed to fostering local talent through employment opportunities. While this position utilizes a hybrid work modality, prospective applicants must be located either in the state of Minnesota or near the Wisconsin border OR otherwise open to relocation.

Compensation: $200,000 - $220,000 (depending on experience and qualifications)

Overview:
At the University of Minnesota, we are proud to be recognized by Forbes as one of the Best Employers by State (2019, 2022â"2024) and Best Employers for Women (2023). Consider an opportunity to support our institution as a technology leader.

Our User Support organization within the central Office of Information Technology (OIT) provides all levels of technology support to the University community to enhance the teaching and learning, research and discovery, and outreach mission of the institution. The Senior Director of User Support provides strategic vision and people leadership for 250+ staff and student employees in functional areas including the technology service desk, desktop support, proactive support, provisioning and access, business analysis & project management, endpoint and software services, service management, and business relationship management. The position is responsible for the creation and maintenance of a strategically aligned portfolio of IT services and cultivating partnerships with technology leaders across the institution to increase IT service efficiency and effectiveness while balancing customer needs with University and IT priorities, strategies, and objectives. This position reports to the Vice President of Information Technology/Chief Information Officer and serves as a member of OIT's Leadership Team.

Responsibilities:
Leadership/Management

• Provide a vision and inspired leadership for the User Support directorate, which includes managers, individual contributors, and student employees.
• Establish goals for the directorate as well as metrics used to assess the performance of user support services as it relates to SLAs (Service Level Agreements) and other unit measures.
• Create a climate that supports team effectiveness, employee engagement, and support for IT goals.
• Cultivate collegiate partnerships that increase IT service efficiency and effectiveness while balancing customer needs with University and IT priorities, strategies, and objectives.
• Develop and coach managers to be effective people leaders.
• Support and provide guidance on resource forecasting and allocation, job design, staffing and training, employee development, direct report coaching, and performance management.
• Lead cross-functional service teams in the delivery of user support services.
• Foster an inclusive environment appreciative of differences in the workplace.
• Meaningfully participate in and support efforts to support the University's commitment to equity and diversity.

Strategy

• Direct short-and long-term strategy development for user support services. Ensure alignment of support activities with strategic objectives.
• Consider and proactively address the implications of strategy decisions in terms of IT resources.
• Develop a deep understanding of current IT services; propose analysis-based recommendations to create and maintain a balanced and strategically aligned IT service portfolio.

Operations

• Oversee functional operations of User Support teams, ensuring the optimal organization of people and work.
• Promote efficiency of processes between support lines.
• Plan and manage an operational budget in collaboration with the OIT Business Office.

*Please note that all qualifications must be documented on resume.

Required Qualifications:

• BA/BS degree plus at least 15 years of relevant experience, or a masters degree plus at least 13 years of relevant experience.
• Prior managerial experience in an information technology setting, including direct reports at a managerial level.
• Prior experience supporting end users in an information technology setting.
• Leadership experience within performance management, resource forecasting and allocation, job development, skills forecasting, unit organizational structure, and direct report coaching and development.

Preferred Qualifications:

• Prior experience managing an information technology user support function.
• Experience leading enterprise technologies in a large and complex organization.
• Awareness and exposure to ITIL (Information Technology Infrastructure Library).
• Experience with ITSM (Information Technology Service Management) tools (e.g. Team Dynamics, Service Now, etc.).