Reporting directly to the VP/CIO, the Associate CIO and Director of Engagement and Client Support Services will be responsible for implementing an overall IT engagement, service, and support strategy that reflects the values of the IT division. The incumbent will also, in partnership with the CIO and IT leadership team be responsible for cultivating and maintaining excellent relationships with our user community. This includes developing an understanding of the needs of our campus community and by obtaining feedback and recalibrating priorities and activities based on such feedback.
Characteristic Duties and Essential Responsibilities: â€¢Working closely with the VP/CIO, develop and maintain a sense of confidence and trust in IT across the campus community to include faculty, students and staff. â€¢Collaborates with the IT leadership team in establishing internal priorities informed by our deep knowledge of and empathy for the user community. â€¢Oversees and directs an end user support organization and supporting systems (currently including ServiceNow) that effectively and efficiently triages and addresses end user support needs with special sensitivity to our academic mission and institutional strategic goals. â€¢Effectively gathers and uses client satisfaction and service use data to inform the work of the department and the IT division. â€¢Maintains the divisional service catalog and service level agreements. â€¢Sets and manages expectations, standards and protocols for problem resolution and escalation. Actively monitors and measures service performance. â€¢Communicates on behalf of the IT division, including management of the IT division website and various newsletters, with a focus on keeping our community informed of our work; celebrating the innovative use of technology by faculty, students and staff; maximizing the benefits of our service catalog; and maintaining a clear understanding of all IT-related policies and processes. â€¢Maintains accurate and precise device inventories. â€¢Leads end user hardware and software evaluation, specification, and deployment management. â€¢Organizes and engages key end user constituent groups, and distributed IT staff groups, and technology interest groups. â€¢Leads, manages, and evaluates performance for all members of the IT Engagement and Support team including highly technically skilled full-time, part-time, and student employees.
Internal Number: 896839
About Hofstra University
Hofstra University is a nationally ranked and recognized private university in Hempstead, N.Y. that is the only school to ever host three consecutive presidential debates (2008, 2012 and 2016). At Hofstra, students get the best of both worlds. Our campus is a leafy oasis just a quick train ride away from New York City and all its cultural, recreational and professional opportunities. We offer small classes and personal attention, with the resources, technology and facilities of a large university. Students can choose from more than 160 undergraduate program options and 165 graduate program options in the liberal arts and sciences, education, health professions and human services, the Peter S. Kalikow School of Government, Public Policy and International Affairs, the Fred DeMatteis School of Engineering and Applied Science, the Frank G. Zarb School of Business, the Lawrence Herbert School of Communication, the Maurice A. Deane School of Law, the Hofstra Northwell School of Graduate Nursing and Physician Assistant Studies, and the Donald and Barbara Zucker School of Medicine at Hofstra/Northwell. Hofstra University is a dynamic community of more than 11,000 students from around the w...orld who are dedicated to civic engagement, academic excellence and becoming leaders in their communities and their careers.