Do you want to lead a team of technical support professionals passionate about supporting Stanford University faculty, staff, postdoctoral researchers, students, and alumni? Would you like to join a leadership team that values innovating with purpose, being bold, and operating with excellence in support of Stanford University's global mission?

The End User Experience and Support organization (EUX) in University IT is seeking an Associate Director to lead the Service Desk, a dynamic team that provides technical support to Stanford's community.

The expected pay range for this position is $128,000 – $171,000 per annum.

Stanford University provides pay ranges representing its good faith estimate of what the university reasonably expects to pay for a position. The pay offered to a selected candidate will be determined based on factors such as (but not limited to) the scope and responsibilities of the position, the qualifications of the selected candidate, departmental budget availability, internal equity, geographic location and external market pay for comparable jobs.

We're a team of skilled and passionate support professionals who provide technical assistance for the Stanford community so they can achieve mission-critical work that truly changes the World. Our clients rely on the technology they use at Stanford, and we are there to support them when they need help. Each month, the Service Desk handles approximately 7,500 inquiries via phone, chat, and tickets.

Our Clients

There are 20 organizations at Stanford, including seven schools, and the UIT Service Desk provides support for all of them. Our team provides support for Stanford University and Stanford Hospitals, including faculty, staff, students, postdocs, alumni, and campus visitors. Our goal is to make sure our community is able to use the Stanford technology available to them so they can focus on their missions.

The Associate Director of UIT Service Desk works closely with the Senior Director of End User Experience and Support (EUX) to perform the following duties:

?      Provide leadership in all areas of the Service Desk to ensure operational excellence, financial sustainability, team morale and development.

?      Manage the Service Desk team, including recruiting, hiring, training, developing, evaluating, and setting priorities. Manage three direct reports, each of whom supervises a team of support staff.

?      Work with senior management to ensure service activities align with organizational goals; with IT service managers to ensure services are delivered effectively; with clients to identify issues through their requests; and with engineers to evaluate and implement technologies and tools used to operate the service.

?      Manage the Service Desk's budget.

?      Lead the team to develop a strategic direction that continues to improve our value to our community. Establish short-term and long-term goals.

?      Oversee daily operations and ensure service health. Determine metrics and data that can be used to measure the success of operations and client satisfaction.

?      Collaborate across EUX organization and University IT. Maintain strong relationships

?      Develop team members and provide them with the tools, training, and support they need. Use metrics to understand and evaluate performance.

?      Maintain and cultivate a culture of innovation, teamwork, creativity, and inclusion within your organization.

?      Evaluate and assess metrics and program effectiveness; review trends and monitor proactively.

?      Implement cutting-edge tools and monitor technology trends to enhance client experiences and drive better results.

?      Create procedures and guidelines to ensure compliance with university policy and federal and state regulations.

Minimum Education and Experience Required:

?      Bachelor's degree and five years of relevant work experience, or a combination of education and relevant experience.

?      Detailed understanding of relevant technical knowledge and problem resolution.

?      Strong customer relationship skills, consensus-building skills, and ability to establish effective working relationships in a diverse environment.

?      Demonstrated ability to lead, motivate, and develop staff.

?      Interpersonal Skills: Demonstrates the ability to work well with Stanford colleagues and clients and with external organizations.

?      Promote Culture of Safety: Demonstrates commitment to personal responsibility and value for safety; communicates safety concerns; uses and promotes safe behaviors based on training and lessons learned.

Subject to and expected to comply with all applicable University policies and procedures, including but not limited to the personnel policies and other policies found in the University's Administrative Guide, http://adminguide.stanford.edu .

The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.