Associate Director IT - End User Services

Hiring Department

ITS Operations

Job Description

JOB SUMMARY

As a campus strategic partner, Information Technology Services (ITS) strives to transform how we deliver technology, software, and services to advance the mission, vision, and core values of the institution in support of teaching, learning, research, and administrative functions. ITS encourages proactive collaboration with UMSL students, faculty, and staff to create an inclusive culture of decision-making to support our efforts of continuous improvement of the delivery of IT services.

The Associate Director of IT - End User Services provides strategic leadership and operational oversight of end-user technology services, including the Technology Support Center, academic computing labs, classroom technology environments, and Triton Card operations. Ensures reliable, accessible, and high-quality user support aligned with institutional priorities while advancing service delivery through modern tools, analytics, and proactive support models.

PRIMARY RESPONSIBILITIES

IT Service Delivery & Operations - 30%

* Lead operations for the Technology Support Center, classroom technology, and academic computing labs

* Ensure consistent, high-quality end-user support services across campus

* Oversee service delivery models, staffing strategies, and performance outcomes

* Manage lifecycle processes for classroom and lab technology, including refresh and maintenance

* Oversee Triton Card service operations and related user support functions

* Ensure services meet expectations for availability, performance, and user experience

Strategic Leadership & Service Improvement - 25%

* Lead IT service management (ITSM) initiatives in partnership with UM System

* Direct change management processes to ensure controlled and effective technology deployment

* Drive modernization of classroom and lab environments

* Advance continuous improvement through service analytics, automation, and self-service capabilities

* Support adoption of emerging technologies, including AI-enabled support tools

Partnerships & Customer Experience - 20%

* Collaborate with faculty, academic departments, and campus leadership to align services with needs

* Enhance the student, faculty, and staff experience through reliable and user-centered services

* Provide executive and critical user support strategies

* Ensure compliance with accessibility standards across supported technologies

Financial & Resource Management - 15%

* Develop and manage operational budgets for end-user services

* Oversee vendor relationships, contracts, and service agreements

* Ensure effective allocation of resources to support strategic priorities

* Manage computer asset lifecycle and inventory controls

Program Oversight & Innovation - 10%

* Oversee workplace technologies and collaboration platforms

* Drive initiatives that improve employee productivity and experience

* Monitor trends in higher education IT and implement innovative service models

* Support campus-wide initiatives related to digital transformation and user enablement

As with all positions, may perform other job-related responsibilities as needed to support departmental and campus-wide needs.

CORE COMPETENCIES

* Strategic Thinking and Leadership

* IT Service Management and Operational Excellence

* Customer Focus and Service Orientation

* Communication and Collaboration

* Change Management and Innovation

* Data-Driven Decision Making

WORKING CONDITIONS &

PHYSICAL REQUIREMENTS

Work is primarily performed in an office and campus technology environment with regular interaction with faculty, staff, students, and external partners. The role requires occasional movement between campus locations and the ability to use computer systems and audiovisual technologies. The position involves sustained problem-solving, decision-making, and leadership responsibilities.

SUPERVISORY RESPONSIBILITIES

* Directly supervises multiple professional and technical staff supporting help desk operations, classroom technology, and academic computing labs

* Responsible for hiring, performance management, coaching, and staff development

* Oversees cross-functional teams and may lead project-based resources

Applicants must be authorized to work in the United States. The University will not sponsor applicants for this position for employment visas.

Shift

40 hours week Monday thru Friday

Minimum Qualifications

* Bachelor's degree and at least 10 years of relevant experience; OR Master's degree and 6 years; OR Doctorate and 4 years

* Minimum of 6 years of progressive management experience in IT or related field

Preferred Qualifications

* Experience in higher education IT environments

* Knowledge of ITIL or IT service management frameworks

* Experience with classroom AV technologies and academic computing environments

* Demonstrated success in leading digital transformation or modernization initiatives

Anticipated Hiring Range

$81,744-$124,904

Grade: GGS-013

University

Title:

ASSOCIATE DIRECTOR IT

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