Director, Support Services (IT & Training)

Overview

Reporting to the AVP, Data Strategy & Innovation, the Support Services team is a member of the Data Strategy & Innovation unit, within the University Advancement department.

This position is responsible for the management, planning and activities of the resources charged with the technical implementation and support of Advancement related technology solutions, from the perspective of the underlying hardware and environments, as well as helpdesk services, training and testing activities, planning and efforts.

The Support Services team will be divided into two groups including: A. Technical Support team, charged with the hardware strategy and budget, selection, deployment and support/management. B. Training & Helpdesk team, that will provide the necessary training documentation and helpdesk services, as well as testing capabilities for any/all updates and new deployments.

The Director will be responsible for the overall resourcing and planning of the above activities, and for establishing a prioritized set of activities for each of the teams.

Responsibilities

Management• Mentor and direct the Support Services teams, including setting performance standards and measures; providing appropriate levels of training, mentoring and professional development; and fostering a strong sense of teamwork and cross-functional communication and collaboration among direct reports, the DS&I staff and with other groups within Advancement and the University. • Provide clear and detailed assignments, that are aligned with an overall plan. Establish best practices and playbooks for repeating activities.• Oversee the hiring, development, and supervision of the various team members in the Support Services teams, including the Technical Support and Helpdesk & Training teams. • Develop and implement training and professional development plans for the Support Services organization. • Liaise with Advancement and Campus Partner stakeholders to ensure alignment and regular intra-communication on policies, procedures, and issues affecting the Support Services offerings.

Technology Best Practices & Strategy • Keep current on various support and service technologies, advocate for optimal deployment of technology, and recommend potential solutions for automation, chatbots, and artificial intelligence (AI). • Maintain proficiency with the capabilities of the various supported platforms, and collaborate with the Development team to provide input to system requirements.• Review and recommend use of new technologies, vendor services and information sources. Keep abreast of news and relevant industry trends in support of the Office of Advancement. • Establish and communicate relevant roadmaps for all core components• Analyze and improve existing Support Services operations processes (based upon existing metrics and KPIs) while designing and incorporating best practices to increase the value of the Service and Support Center services.

Communications• Manage time-sensitive messaging regarding system availability, major incidents, and other event-driven communications. • Maintain staff communication, leading regular team meetings and communicating with senior management as required.

Qualifications

• Bachelor's degree or equivalent work experience required• At least 8 years of experience leading Customer Service Centers or IT Service Management teams• Business domain knowledge of Advancement functions • Strong resource and project management skills • Ability to influence, gain consensus and drive organizational adoption • Familiar with the applications in use by the Office of Advancement including CRM solutions and OnBase • Demonstrated strength in identifying system solutions for evolving business requirements • Ability to think strategically about integrating solutions into the enterprise • Demonstrated strength in critical & strategic thinking to identify new system solutions for evolving business requirements• Familiarity with project management and change management tools such as JIRA and Confluence • Prior staff management responsibilities; ability to recruit, mentor and direct the development of staff including setting performance standards and measures; providing appropriate levels of training, mentoring and professional development; and fostering a strong sense of teamwork and cross-functional communication and collaboration. • Organizational skills to handle several projects simultaneously to accommodate shifting priorities and meet deadlines• Ability to maintain strict confidentiality and handle sensitive information and material in a discretionary manner• Strong customer service orientation • Strong initiative, self-motivation and the ability to work both independently and in teams• High degree of professionalism, deadline driven and results oriented• Commitment to University Advancement’s mission to inform, involve, and inspire Princeton’s global community of alumni and friends, and adhering to its guiding principles of High Performance, Innovation, Civility, and Collaboration. • Demonstrated ability to work effectively with individuals from diverse backgrounds, identities, abilities, and experiences.

Preferred:

• Knowledge of Princeton’s mission • Experience in higher education

Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. KNOW YOUR RIGHTS

Standard Weekly Hours

Eligible for Overtime

Benefits Eligible

Probationary Period

Essential Services Personnel (see policy for detail)

Physical Capacity Exam Required

Valid Driver’s License Required

Experience Level