Northwestern (www.northwestern.edu) seeks an innovative, collaborative, and service-oriented leader to join the University’s central IT organization as Director of Technology Support Services (TSS). The Director reports to the Associate Vice President, Information Technology Services & Support (AVP-ITSS), who is a direct report to the University’s Vice President & CIO. TSS is a customer-focused team that encompasses the functions of the IT Support Center (Help Desk), contracted support for faculty and staff computers (Distributed Support Services), and coordination of support for telecommunications and networking needs. The Director leads the TSS unit of NUIT in providing Tier 1 and Tier 2 support to faculty, staff, and students for all NUIT services; working in partnership with technology leaders in schools and departments to coordinate service delivery between the central IT units and the distributed IT units across campus; and proactively offering services to enable the University community to more effectively manage their personal compute environment (including managed desktop security, licensing contracts, etc.). TSS houses 34 professional staff and many more part-time student workers.
TSS’ new Director will be expected to assess the organization in the context of NUIT’s strategic objectives, stakeholder expectations, and technology options in order to develop a vision for TSS and an associated business plan to position the organization, in the eyes of end-users, customers, and partners, as a trusted provider of innovative, cost-effective, and reliable technology services.
The ideal candidate will be an adaptable, innovative leader with the capacity to deliver a measurable value proposition to current and future campus partners and customers within the overall vision for NUIT in its role in advancing the University’s mission. The Director will establish and sustain a collaborative, high-performing culture within TSS that focuses on efficient, effective, and financially sustainable service delivery to users across the institution. Success in the role requires a range of qualities and experiences, including a Bachelor’s degree or equivalent education, training, and experience from which comparable skills, abilities, and knowledge was acquired; 10 years of experience in IT support in higher education or a highly decentralized corporate environment; excellent written and oral communication skills, including the ability to clearly present technology solutions and services to non-technical staff and administrators; a graduate or professional degree such as MBA or MS in Computer Science; and demonstrated experience in IT Service Management (ITSM), including formal awareness of ITSM processes.
Northwestern is a private research-intensive doctoral institution founded in 1851 that encourages innovation and the integration of experience across many fields. Northwestern uniquely combines the assets of many different types of academic institutions – the power of a major research university, the creative energy of arts and music conservatories, the intimacy of a liberal arts college, the rich diversity of an international institution, exceptional professional schools, and the excitement of a Big Ten athletic program. The University is global in its scope, with 12 schools and colleges located on two campuses in Illinois (in Evanston and in Chicago) and one in Doha, Qatar. Ranked 11th among national universities by U.S. News and World Report, Northwestern has approximately 3,344 full-time faculty and 8,900 full-time staff. The University’s total student enrollment is approximately 21,000.
Northwestern University is an Affirmative Action / EEOC employer. Women and members of minority groups are encouraged to apply.
Northwestern has retained Opus Partners to support this search. Please email expressions of interest, applications, and nominations to