Information technology empowers Indiana University's students, faculty, and staff to continually improve the quality of their research, teaching and learning, and service. Client Services and Support provides support and services for students, faculty, and staff, health technology services, and licensing agreements.
Under the direction of the Vice President for Information Technology and Chief Information Officer, provide a leadership role, university-wide, for the development and management of resources to improve the support of technology used by all members of the Indiana University community through a sustained and systemic focus on the needs of faculty, staff, students and all IU constituents. Provide vision for the development and adaptation of services to meet changing needs of faculty, students and staff. Establish external relations to develop business relationships to provide services for other organizations. Coordinate incident management and support on seven IU campus locations and nine School of Medicine Campus locations. Serve on the CIO's cabinet and represent the institution at meetings and conferences.
Provide leadership in comprehensive and strategic planning and development of an environment supporting the adoption and use of information technology at Indiana University. Forge and maintain effective partnerships with other University leadership to ensure achievement of mutual goals. Provide leadership for designing and implementing innovative information technology support in a constantly evolving environment to fulfill the strategic objectives of the organization and support the mission of Indiana University. Provide leadership within UITS and with other IT units to ensure that new products and service rollouts are as effective and efficient as is feasible so that these new technologies may be used successfully by the faculty, staff, students and other constituents of IU.
Provide leadership through directors/senior managers for the work activities of the Client Services & Support Division staff, at the Bloomington and IUPUI campuses and medical school locations across the state, inclusive of the varying support needs at the IU regional campuses. Determine needs; request and allocate resources required for the effective operation of this division.
Establish and maintain partnerships with vendors, agency representatives, and peers at other institutions nationally and internationally to improve support services development in support of research and educational IT initiatives. Develop business plans for leading all aspects of support services both for internal operations in other IU departments as well as external entities. This includes an in-depth understanding of the analytical techniques needed to proactively and reactively handle millions of annual support requests at scale.
Lead all aspects of the development and communication of University-wide policies, procedures and standards guiding the support for IT systems and services. Promote the IT Community Partnerships team for engagement, partnership, sustainability and compliance.
Lead or participate on university and campus-wide committees involved with support for major institutional IT systems and services (such as 1IUIT committee). Develop relationships with all levels of students, faculty and staff through tabling events, focus groups, regular meetings with deans and through IT Water Cooler sessions. Through the VPIT/CIO, serve as a senior advisor to the executive management of the University.
Represent the institution at local, state, national and International professional organizations and other activities. Provide leadership and make presentations at seminars and conferences as deemed appropriate.
Bachelor's degree in a related field and ten years of leadership experience in information technology.
Combinations of education and related experience may be considered.
Experience in deploying and leading broad scale technical support strategies and services for a large and diverse client base. Experience preparing, rationalizing, and leading a large capital and expense budget. Leadership experience in an R1 University IT support environment. Excellent interpersonal skills. Ability to effectively communicate and exchange information.
Master's degree in information technology, Computer Science, Informatics, Business, or related fields. Validated management ability and outstanding personnel leadership skills demonstrated through a succession of increasingly responsible positions. Demonstrated abilities to develop and adapt services to meet changing needs of faculty, students and staff. A good technical background, including a working understanding of the technologies employed in each of the functions of the division and others deployed by a leading institution of higher education. These technologies include endpoint management, print management, web system management, system log management, management of self-service content, service request management, and others. Demonstrated success in vendor contract negotiation and service development, vendor and customer relations, and problem resolution. Creativity, flexibility and high energy in leading an important, diverse, and excellent technical and support staff during a prolonged period of rapid-paced change.
Working Conditions / Demands
Requires around the clock dedication to ensure responses during outages. Frequent travel to represent IU on boards, make presentations, and serve on task forces.
Bloomington, Indiana or Indianapolis, Indiana
Salary Plan: PAE
Salary Grade: XX
Job Function: Executive
Due to the COVID-19 pandemic, there may be differences in the working conditions as advertised in our standard job postings (e.g., the ability to travel from one campus to another, etc.). If you are invited for an interview, please discuss your questions or concerns regarding the working conditions at that time.
This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.
If you wish to include a cover letter, you may include it with your resume when uploading attachments.
Equal Employment Opportunity
Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment without regard to age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University's Notice of Non-Discrimination here which includes contact information .
Campus Safety and Security
The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online . You may also request a physical copy by emailing IU Public Safety at [email protected] or by visiting IUPD.
Founded in 1820, Indiana University is the state’s public university system, comprised of two core campuses—IU-Bloomington and IUPUI—and six regional campuses located throughout the state. Combined, the total student population is more than 114,000 undergraduate, graduate and professional school students. IU is one of the largest employers in the state, with over 20,000 faculty and staff. Indiana University is an equal employment and affirmative action employer and a provider of ADA services. Diversity and inclusion remains a core commitment to IU’s mission to cultivate an educational environment that supports equal access, participation and representation on all of its campuses and that provides educational and career opportunities for all.