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Inside Higher Ed · 2 weeks ago

Senior Director of Technology Operations, Client Services and GOCard

Washington, DC

Full-time

Hybrid

Director/Executive

$104K/yr - $203K/yr

10+ years exp

Georgetown University is a prestigious institution located in Washington, D.C., seeking a Senior Director of Technology Operations, Client Services and GOCard. The role involves leading technical initiatives and managing the Service Desk to support technology and AV operations at the Capitol Campus, ensuring continual improvement and effective service delivery.

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Responsibilities

Lead and support network, security, GOCard, telecommunications, enterprise operations; to include Client Services and Service Desk Operations at the Capitol Campus

Oversee all technical aspects of the Technical Operations and Client Services group of the Information Systems Technology department

Manage the Service Desk that provides technology and AV support to Georgetown University Capitol Campus

Work with University and Capitol Campus network administrators, database administrators, security administrators, project managers, technical directors and application developers, Client Services and Helpdesk, as well as faculty, staff, students, project stakeholders and vendors as it pertains to implementation, maintenance, administration and design of all Technical Aspects of the Capitol Campus

Manage the service desk team and work with University and Capitol Campus network administrators, database administrators, security administrators, project managers, technical directors and application developers, as well as faculty, staff, students, project stakeholders and vendors, as it pertains to the support and service management of the technical services provided at the Capitol Campus

Qualification

Network experienceCloud-based enterprise systemsSecurity technologiesProject management skillsIP telephonyVoIPCISCO Meraki CertificationITIL v4 CertificationCISSP CertificationCustomer service attitudeTroubleshooting skillsData analysis skillsCommunication skillsTeamwork

Required

Bachelor's degree (Master's Preferred) in Computer Science, MIS, masters in a computing field preferred or Commensurate experience

At least 10 years of total professional work experience in the IT field, including at least three years of data and voice network experience sufficient to demonstrate competency and capability with: IP telephony, VoIP, phones, network switches, routers, wireless access points, cabling infrastructure and standards to include copper, coax, and fiber, wireless technologies and three years of experience with cloud-based enterprise systems

5 or more years working in IT Operations in medium size work environments with 500 or more employees

Established project management skills

Knowledgeable in enterprise-wide applications, cloud systems, infrastructure, security, integration, system and database administration

Understanding of the interactions between applications, operating systems, system hardware, network services, and storage devices

Strong ability to work in a team with excellent customer service attitude and good verbal and written communication skills

Knowledge of security-related technologies to ensure the appropriate protection of enterprise data and systems

Familiarity with Single Sign-on (SSO) systems like Shibboleth

Excellent troubleshooting skills with the ability to perform Root Cause Analysis on complex IT operational issues

Managerial Knowledge of industry standard Ticketing software system like Fresh Service

ITIL v4 Certification