Director of Technology Operations, Client Services and GoCard
4 days ago – Georgetown University Law Center’s Information Systems Technology (IST) department is seeking a senior director to lead technology operations and client services at the Capitol Campus.
The role focuses on network, security, GOCard, telecommunications, and enterprise operations, including support for the Service Desk that provides technology and AV assistance to campus stakeholders.
Responsibilities
- Lead technical initiatives in a fast‑paced, service‑oriented environment for continual improvement of institution technology services.
- Oversee all technical aspects of the Technical Operations and Client Services group and manage the Service Desk that delivers technology and AV support.
- Collaborate with university and Capitol Campus network administrators, database administrators, security administrators, project managers, technical directors, application developers, client services and helpdesk, as well as faculty, staff, students, project stakeholders and vendors.
- Report to the Assistant Dean of Technology and Chief Information Officer.
Work Interaction
The Senior Director works with university and campus network administrators, database administrators, security administrators, project managers, technical directors and application developers, and faculty, staff, students, project stakeholders and vendors to support and manage the technical services provided at the Capitol Campus.
Requirements and Qualifications
- Bachelor’s degree (Master’s preferred) in Computer Science, MIS, or a computing field, or equivalent experience.
- At least 10 years of IT professional experience, including three years of data and voice network experience with IP telephony, VoIP, phones, network switches, routers, wireless access points, cabling, copper, coax, fiber, wireless technologies and cloud‑based enterprise systems.
- Five or more years in IT Operations in medium‑size environments with 500+ employees.
- Established project management skills.
- Knowledge of enterprise‑wide applications, cloud systems, infrastructure, security, integration, system and database administration.
- Understanding of the interactions between applications, operating systems, system hardware, network services, and storage devices.
- Strong customer service attitude and excellent communication skills.
- Knowledge of security‑related technologies.
- Familiarity with single sign‑on (SSO) systems like Shibboleth.
- Excellent troubleshooting and root cause analysis skills.
- Managerial knowledge of industry‑standard ticketing software like Fresh Service.
- ITIL v4 certification.
- PMI certification (desired).
- CISCO Meraki certification(s) (desired).
- CISSP certification (desired).
Other Skills
- Excellent oral and written communication skills for translating complex concepts to end users, business analysts, and stakeholders.
- Experience in a higher education environment.
- Experience managing large technical and functional projects.
- Strong consulting, communication, problem‑solving, needs analysis, and data analysis skills.
- Ability to work independently or with a team.
- Customer‑service orientation.
- Ability to work effectively with faculty, administrators, students, alumni and external constituents.
- Proficiency in basic data management systems and computer applications (Word, Excel, Access, PowerPoint).
- Experience negotiating cost‑appropriate service levels with business stakeholders.
- Proficient project management skills.
- Initiative and motivation to explore new ideas and drive progress and change.
- Independent technical guidance to staff.
- Strategic innovation in ambiguous environments.
- Conflict resolution and facilitation skills.
- Independent management of multiple initiatives with limited resources.
- Consistency in enforcing rules and procedures.
Work Mode Designation
This position has been designated as Hybrid . Work mode designations are periodically reviewed to meet evolving needs.
Pay Range
Projected salary: $103,723.00 – $202,778.93. Compensation is determined by candidate qualifications, experience, education, and the University’s business needs.
EEO Statement
Georgetown University is an Equal Opportunity Employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to age, citizenship, color, disability, family responsibilities, gender identity and expression, genetic information, marital status, national origin, race, religion, personal appearance, political affiliation, sex, sexual orientation, veteran status, or any characteristic protected by law.
Benefits
Georgetown University offers a comprehensive benefits package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work‑life balance benefits, employee discounts, and a variety of voluntary insurance options.
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