Director, Technology Support and Quality Management

Fairfax, VA
Commensurate with education and experience.
Sep 30, 2022
May 21, 2023
Full Time
Director, Technology Support and Quality ManagementThe George Mason University Information Technology Services department-located on the Fairfax, Va., campus- invites applications for a Director, Technology Support and Quality Management within the Enterprise Service Delivery team. George Mason University has a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff, and strongly encourages candidates to apply who will enrich Mason's academic and culturally inclusive environment.About the Position: The Director, Technology Support and Quality Management, is a highly accountable and visible position and holds both leadership and management responsibilities for Information Technology Services. The Director of Technology Support and Quality Management provides quality assurance over the processes that enable IT service delivery to drive continuous improvement throughout ITS. In addition, the director provides management over the ITS Support Center, Desktop Support on Fairfax Campus and the Mason Regional Campuses, and the IT Service Management Team. The Director is responsible for leading successful IT service delivery through the ITS quality management framework.Responsibilities:Oversee ITS's Quality Management Framework, measuring key performance indicators for all IT services to identify opportunities for continuous improvement;Oversee the hiring, development, and supervision of the various team members in the Customer Service and Support groups, including the Support Center, Desktop Support and IT Service Management;Develop and implement training and professional development plans for the Support Center, Desktop Support and IT Service Management;Liaise with ITS stakeholders in partnering campus units to ensure alignment and regular intra-communication on policies, procedures, and issues affecting the Support and Operations Centers;Liaise with other University contact centers that use similar platforms, to collaborate on service improvement initiatives and identify methods to harmonize services across the various functions;Manage and direct all aspects of Customer Service and Support operations, and collaborate with University partners and stakeholders to identify trends and improvement opportunities;Analyze and improve existing Customer Service and Support 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;Ensure development and utilization of Knowledge Centered Service processes and Standard Operating Procedures;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 Team Dynamix platform, and collaborate with the ITSM team to provide input to system requirements;Leverage data from Team Dynamix to continuously evaluate service support workflow, establish and maintain performance metrics to address customer service efficiency, staffing utilization, and general reporting. Recommend solutions to department and senior management, and implement approved solutions;Measure, trend, analyze, and recommend improvements based on an analysis of performance and customer feedback. Understand and anticipate support service needs and share proactive strategies with the department and IT partners;Develop quality assurance program to assess ITS service delivery;Establish service level targets, key performance indicators, and provide monthly reports to senior management on all ITS Services;Serve as point of escalation on support or customer issues and escalate critical issues to senior management;Provide guidance on support plans to service providers for all new services entering the pipeline;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;Clarify, document, and publish policies, procedures, and standards for services provided by Desktop Support and the Support Center;Provide strategic planning, analysis, evaluation, and implementation of new technologies designed to improve the support services for the users of technology; andMaintain effective working relationships with other ITS departments and with other technology support units at the University.Required Qualifications:A master's degree in an appropriate technical discipline, or equivalent combination of education and experience;Extensive relevant project and program management experience (generally 10+ years), including considerable experience directing staff (generally 5+ years);Exceptional leadership skills with the ability to develop and communicate the ITS Quality Management Framework to ITS leadership and stakeholders;Proven ability to influence and lead cross-functional teams in an environment of competing interests and limited resources;Ability to articulate, drive, and ensure process standardization and adoption of best practices;Demonstrated ability to develop and execute a strategic resource plan; andSuccessfully manage different styles of employees; Provide clear direction and effective coaching.Preferred Qualifications:Working knowledge of Information Technology Infrastructure Library (ITIL) service management and related concepts; andITIL Certification (Foundation or above).Salary is commensurate with education and experience.George Mason University is a great place to work where employees are given an opportunity to develop skills and expand horizons. We have tuition waivers; telecommuting (typically one day a week) and flextime schedules; facilities that will meet your physical fitness needs; and the campus environment is dynamic and ethnically and culturally diverse.

For full consideration, applicants must apply for position number FA766Z at by March 22, 2023; complete and submit the online application; and upload a resume and letter of interest and a list of three professional references with contact information.

"Great Careers Begin at Mason! George Mason University is an innovative, entrepreneurial institution with national distinction in both academics and research. Mason holds a top U.S. News and World Report "Up and Coming" spot for national universities and is recognized for its global appeal and excellence in higher education. Mason is currently the largest and most diverse university in Virginia with students and faculty from all 50 states and over 135 countries studying in over 200 degree programs at campuses in Arlington, Fairfax and Prince William, as well as at learning locations across the commonwealth. Rooted in Mason's diversity is a campus culture that is both rewarding and exciting, work that is meaningful, and opportunities to both collaborate and create. If you are interested in joining the Mason family take a look at our current opportunities and catch some Mason spirit at! George Mason University, Where Innovation is Tradition."

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