Director, IT Service Management

Director, IT Service Management Position Overview:

This position provides strategic and operational leadership for the desktop technicians, desktop engineers, the end-user technology acquisition team, and the university service desk - all total comprised of 15 full-time employees (FTE) and 30 student workers. The role ensures efficient and high-quality IT support for faculty, staff, and students. Responsibilities include technology procurement, service desk operations, break-fix support, and call resolution, all while fostering a collaborative, customer-focused team culture. The Director drives continuous improvement in support services, aligns IT initiatives with institutional goals, and ensures compliance with organizational standards and best practices.

General Responsibilities:

* Strategic Oversight: Develop and implement an IT strategy that aligns with the organization's business goals and objectives, ensuring the efficient and secure operation of all IT systems and processes.

* Leadership and Management: Lead and manage the IT department and/or unit, including hiring, training, and developing IT staff. Foster a culture of innovation, collaboration, and continuous improvement.

* Innovation and Emerging Technologies: Stay current with industry trends and emerging technologies, evaluating their potential impact on the organization and recommending strategic investments.

* Budgeting and Cost Control: Develop and manage the IT department's budget, ensuring cost-effective use of resources and adherence to financial goals.

* Compliance and Risk Management: Ensure the organization's IT systems comply with relevant regulations and standards, managing risks associated with technology use.

* Relationship Management: Establish and maintain relationships with IT vendors and service providers, negotiating contracts and ensuring the delivery of quality services.

Position Specific Responsibilities:

* Provide strategic and operational leadership for the desktop services team, desktop engineers, and the university service desk, ensuring high-quality support for faculty, staff, and students. Oversee daily activities, incident resolution, and the continuous improvement of support services to align with university needs.

* Set and maintain high standards for customer service and outreach initiatives across the desktop and service desk teams. Foster a "single face of ITS" approach by promoting clear, timely, and professional communication with end users.

Oversee the evaluation, recommendation, and procurement of end-user technology, including desktop systems, laptops, peripherals, and related services. Lead initiatives such as the university's workstation refresh and laptop deployment programs, ensuring that purchasing decisions align with university standards, budgetary constraints, and the diverse needs of stakeholders.

* Administer and maintain the university's ticketing system, TeamDynamix, to manage incidents and service requests effectively. Track and analyze service desk and desktop support metrics, generating reports to assess performance trends and identify areas for improvement.

* Oversee the recruitment, training, and professional development of desktop technicians, desktop engineers, service desk staff, and student workers. Conduct regular performance evaluations, create professional growth plans, and foster a collaborative, customer-focused team culture.

* Lead initiatives to streamline workflows, improve efficiency, and document recurring IT issues for resolution. Proactively manage changes in support models and technology services, ensuring alignment with institutional goals through established change management processes.

Bachelor's degree required; advanced degree preferred. At least five years of progressive related experience.

Must be inspired to continuously improve the University's experience of IT service. Success in this role demands experience in developing and operating service management platforms. Skill in business analysis and excellent customer and team communication are also required

Language Ability

Interpersonal *

Qualifications:

* Bachelor's degree in information technology, computer science, or a related field is required. A master's degree is preferred.

* A minimum of 10 years of progressive experience in IT, including at least 5 years in a leadership role.

* Strong technical proficiency in a wide range of IT systems, software, and hardware.

* Demonstrated ability to lead and manage a team, with strong interpersonal and communication skills.

* Ability to develop and implement strategic IT plans that align with organizational goals.

* Strong analytical and problem-solving skills, with the ability to troubleshoot complex IT issues.

* Experience managing large-scale IT projects from conception to completion.

As a Jesuit, Catholic institution of higher education, we seek candidates who will contribute to our strategic plan to deliver a Transformative Education in the Jesuit tradition. To learn more about Loyola University Chicago's mission, candidates should consult our website at www.luc.edu/mission/. For information about the university's focus on transformative education, they should consult our website at www.luc.edu/transformativeed.

Founded in 1870, Loyola University Chicago is one of the nation's largest Jesuit, Catholic universities, recognized for its academic excellence, commitment to community engagement, and leadership in sustainability. A Carnegie R1 research institution, Loyola leverages its status as one of an elite group of universities with the highest level of research activity to advance knowledge that serves communities and creates global impact. With 15 schools, colleges, and institutes-including Business, Law, Medicine, Nursing, and Health Sciences-Loyola operates three primary campuses in the greater Chicago area and one in Rome, Italy, that provide students a transformative, globally connected learning experience. Consistently ranked among the nation's top universities by U.S. News & World Report, Loyola is a STARS Gold-rated institution that is ranked as one of the country's most sustainable campuses by The Princeton Review and has earned distinctions from AmeriCorps and the Carnegie Foundation for its longstanding record of service and community engagement. Guided by its Jesuit mission and commitment to caring for the whole person, Loyola educates ethical leaders who think critically, act with purpose, and strive to create a more just and sustainable world.

Loyola University Chicago strives to be an employer of choice by offering its staff and faculty a wide array of affordable, comprehensive, and competitive benefits. To view our benefits in detail, click here.

Loyola adheres to all applicable federal, state, and/or local civil rights laws and regulations prohibiting discrimination in private institutions of higher education. Please see the University's Nondiscrimination Policy.