Associate Managing Director (IT / Alberta)

Extended Job Title
Associate Managing Director (IT/Alberta)

Org Level 1
Texas Tech Unv Hlth Sci Ctr El Paso

Position Description
Assists in managing a department that has institutional oversight responsibilities. Responsible for the development, coordination and administration of the department.

Requisition ID
37135BR

Travel Required
Up to 25%

Major/Essential Functions

• Managing, recruiting and training of the client computing team and evaluate performance. Ensuring Customer service is timely and accurate on a daily basis by creating after hour support schedule and phone coverage schedule.
• Establish best practices through the entire technical support process to ensure the abandoned call rate remains below 10%.
• Develop daily, weekly and monthly KPIs and performance metrics. Identify metrics to measure customer service and response time. Assign tickets accordingly among the team within 24 hours. Proactively collect continuous feedback from customers and help desk agents both to improve the performance of the service as well as to improve the products or services that the team is offering.
• Liaison between other IT areas and/or vendors when discussing new projects or issues. Act as the communication channel between the stakeholders and the client computing team and support the IT department in its vision.
• Develop help desk processes, document and audit them often, and ensure that they're up to the relevant industry standards and compliant with service level agreements and regulations. Continuously analyze the workflows and performance metrics and implement strategies to improve them and make them more efficient and streamlined.
• Work closely with cyber security office on the patching of desktops and laptops and any related endpoints. Drive the strategy of our asset management software by ensuring patches are scheduled regularly and the data is clean and updated.
• Work closely with departments on yearly Surplus and PC and Laptop refresh by providing a summary of inventory and cost and scheduling Surplus department pick up. Ensure the IT PC database is updated with clean data and workflows are followed by client computing team.
• Adhere to all TTUHSCEP policies, procedures and processes.
• Personally demonstrate, display, and act in accordance with TTUHSCEPs values (Service, Respect, Accountability, Integrity, Advancement, and Teamwork). Actively promote and encourage staff across the institution.
• Other duties as assigned.
• Be available during after hours as needed.

Grant Funded?
No

Minimum Hire Rate
Compensation is commensurate upon the qualifications of the individual selected

Pay Basis
Monthly

Work Location
El Paso

Preferred Qualifications

• Experience supervising a help desk an/or related IT department.

Campus
HSC - El Paso

Department
Information Services Elp

Required Attachments
Cover Letter, Resume / CV, Transcript

Job Type
Full Time

Pay Statement
Compensation is commensurate upon the qualifications of the individual selected and budgetary guidelines of the hiring department, as well as, the institutional pay plan. For additional information, please reference the institutional pay plan on the Human Resources webpage.

Job Group
First line Managers

Shift
Day

EEO Statement
As an EEO/AA employer, the Texas Tech University System and its components will not discriminate in our employment practices based on an applicants race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information or status as a protected veteran.

Required Qualifications

• Bachelor's degree in related field required plus six years administrative or management experience.
• Additional education may be substituted for the required experience on a year-for-year basis.

Does this position work in a research laboratory?
No

Jeanne Clery Act
The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act is a federal statute requiring colleges and universities participating in federal financial aid programs to maintain and disclose campus crime statistics and security information. By October 1 of each year, institutions must publish and distribute their Annual Campus Security Policy & Crime Statistics Report (ASR) to current and prospective students and employees. To view this report, visit the TTUHSC Clery Act website.