What are the responsibilities and job description for the Director of Information Technology End-User Services position at Tulane University?
The Director of Information Technology End-User Services leads IT user support teams on the uptown and downtown campuses. These groups include desktop support, audio visual support, and the service desk. The Director manages team leads as well as direct reports. The Director is responsible for the efficient execution of all desktop support functions while ensuring excellent customer service and the timely resolution of all end-user hardware and software support needs. This includes end-user devices such as tablets, phones, thin clients, laptops, and workstations. The Director supports classroom technology, including the installation, configuration, and maintenance of classroom Audio/Visual equipment. He or she participates in the design, evaluation, and selection of classroom and videoconferencing technology. The Director manages Tulane’s service desk, guaranteeing timely and accurate completion of customer requests and a high level of customer service. Across all teams, The Director makes sure that all teams and team members accurately track their work in Service Now or other appropriate software, and that all Service Level Agreements (SLA’s) are met.
Required Knowledge, Skills, and Abilities
- Knowledge of Service Desk operations.
- Knowledge of ITIL framework.
- Excellent interpersonal and communication skills.
- Customer service driven.
- Experience managing multiple teams and team leads.
- Ability to work independently to accomplish goals and objectives of IT and the University.
- Able to prioritize needs and objectives and meet deadlines, individually and as a team leader.
Required Education and/or Experience
Preferred Qualifications
