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Senior Director of Technology Operations, Client Services and GOCard Operations - Information Systems Technology - Georgetown University Law Center

Center on Privacy and Technology

Center on Privacy and Technology

IT, Customer Service, Sales & Business Development, Operations
center, tx, usa
Posted on Friday, January 5, 2024

Located in a historic neighborhood in the nation's capital, Georgetown offers rigorous academic programs, a global perspective, exciting ways to take advantage of Washington, D.C., and a commitment to social justice. Our community is a tight knit group of remarkable individuals interested in intellectual inquiry and making a difference in the world.

Requirements

Senior Director of Technology Operations, Client Services and GOCard Operations - Information Systems Technology - Georgetown University Law Center

Job Overview

The Georgetown University Law Center's Information Systems Technology (IST) department is seeking a highly motivated Senior Director of Technology Operations, Client Services and GOCard Operations to lead and support network, security, GOCard, telecommunications, enterprise operations – including Client Services and Helpdesk Operations at the Law Center campus.

The Senior Director serves as the technology expert with responsibility for leading technical initiatives in a fast-paced and service-oriented environment that focuses on continual improvement for the institution. As well, they oversee all technical aspects of Technical Operations and Client Services group of the Information Systems Technology department, and manage the Service Desk that provides technology and AV support to Georgetown University Law Center.

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

As well, they manage the service desk team and work with University and Law Center network administrators, database administrators, security administrators, project managers, technical directors and application developers - as well as faculty, staff, students, project stakeholders and vendors regarding the support and service management of the technical services provided at the Law Center.

Work Interactions

The Senior Director of Technology Operations, Client Services and GOCard Operations reports to the Assistant Dean of Technology and Chief Information Officer, and interacts with all staff, faculty, students of Georgetown Law, UIS, Vendors and Integrators.

Work Mode Designation

This position has been designated as Hybrid. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University. Such review may necessitate a change to a position’s mode of work designation. Complete details about Georgetown University’s mode of work designations for staff positions can be found on the Department of Human Resources website: https://hr.georgetown.edu/mode-of-work-designation.

Emergency Employee: This is an emergency designated position given its key role in the support of our academic mission and the need to be available during after-hours.

Requirements and Qualifications

  • Bachelor’s degree (preference for Master’s in Computer Science, MIS, or Masters in a computing field) or commensurate experience and at least 7 years of total professional work experience in the IT field, including at least 3 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 3 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
  • Excellent oral and written communication skills demonstrable by an ability to translate complex and technical concepts into readily understood language for end users, project managers, business analysts, management, and other stakeholders
  • Experience working in a higher education environment and understanding of its structure and dynamic experience managing large projects (from both a technical and a functional aspect)
  • Strong skills in consulting, communication, needs analysis, and data analysis
  • Superior interpersonal, analytical, and problem-solving skills
  • Ability to work independently with minimal supervision and as part of a team
  • Strong planning and organizational skills and the ability to manage competing priorities
  • Exceptional initiative and judgment
  • Strong marketing skills and customer-service orientation
  • Ability to work effectively with faculty, administrators, students, alumni and external constituents
  • Proficiency with basic data management systems and basic computer applications - e.g., Word, Excel, Access, and PowerPoint; and a willingness and ability to learn additional applications as needed
  • Commitment to diversity and to serving the needs of a diverse population
  • Basic understanding of statistics and its use in operational environments
  • Excellent troubleshooting skills with the ability to perform Root Cause Analysis on complex IT operational issues
  • Experience working directly with business stakeholders to negotiate cost-appropriate service levels
  • Consultative work style that supports successful initiatives across complex matrix groups/departments with competing priorities
  • Proficient project management skills and experience
  • Initiative to explore new ideas and the ability to motivate others to accept progress and change
  • Ability to work independently and to provide technical guidance to staff
  • Ability to develop innovative direction and solutions, particularly in ambiguous environments/ situations
  • Ability to deal with conflict and to facilitate resolution
  • Ability to manage multiple competing initiatives independently or with finite resources
  • Ability to enforce rules and procedures in a consistent manner

Technical Qualifications or Specialized Certifications

  • Established project management skills
  • Knowledgeable in enterprise-wide applications, cloud systems, infrastructure, security, integration, system and data base administration
  • An 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, as well as 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) through 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

Preferred qualifications

  • ITIL v3Certification - v4
  • PMI Certification
  • CISCO CCNA Certification/s
  • CISSP Certification

Current Georgetown Employees:

If you currently work at Georgetown University, please exit this website and login to GMS (gms.georgetown.edu) using your Net ID and password. Then select the Career worklet on your GMS Home dashboard to view Jobs at Georgetown.

Submission Guidelines:

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a resume for each position of interest for which you believe you are qualified. Documents are not kept on file for future positions.

Need Assistance:

Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website.

EEO Statement:

Georgetown University is an Equal Opportunity/Affirmative Action Employer fully dedicated to achieving a diverse faculty and staff. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, national origin, age, sex (including pregnancy, gender identity and expression, and sexual orientation), disability status, protected veteran status, or any other characteristic protected by law.

Benefits:

Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts and an array of voluntary insurance options. You can learn more about benefits and eligibility on the Department of Human Resources website.