Director, Service Management - Information Technology Services - University at A
ISACA, Albany, NY, United States
Information Technology Services (ITS) at the University at Albany seeks applicants for Director of Service Management. The Director leads the strategy, operations and continual improvement of service request fulfillment, incident management and end‑user support processes across ITS. The role ensures reliable, efficient and customer‑centered services through well‑managed workflows, a comprehensive service catalog and a high‑performing Service Desk function. The Director is a central driver of operational excellence, routing requests and incidents appropriately, addressing them promptly and fostering transparency and customer satisfaction. The position has authority to create, develop, affect and implement policy and is responsible for decision making and discretion in determining and approving strategic policy direction.
Primary Responsibilities
Service Management
Service Strategy and Design
Lead the development and enforcement of university‑wide IT policies, standards and governance practices.
Shape and influence long‑range strategic direction to ensure all ITS service portfolios, operational plans and resource allocations align with university priorities.
Service Request & Incident Management Leadership
Oversee the fulfillment of all standard service requests and ensure timely response and resolution of incidents.
Strengthen and continually refine Service Desk governance and operational frameworks to accurately capture, route and fulfill demand for IT services.
Develop and enforce policy and procedure, and continuously improve processes for triage, prioritization, escalation and closure of tickets.
Monitor service queues and follow up with service managers and resource managers to meet service level agreements and performance expectations.
Identify bottlenecks, inefficiencies and recurring issues; drive continuous improvements in work management.
Develop, track and improve performance metrics including response times, resolution rates, customer satisfaction and ticket categorization accuracy.
Collaborate with service managers, resource managers and technical teams across ITS to ensure coordinated service delivery.
Direct processes and campus communications related to service availability and policy changes.
Service Catalog Management
Oversee the development, governance and continuous refinement of the ITS Service Catalog.
Ensure that service definitions, offerings, support boundaries and request pathways are accurate, consistent and aligned with organizational capabilities.
Partner with service managers across ITS to maintain clear, reliable Service Catalog descriptions and fulfillment expectations for all services.
Knowledgebase & Documentation Governance
Oversee the structure, quality and growth of the ITS customer‑facing and internal knowledge bases.
Establish and enforce standards for knowledge articles, FAQs, troubleshooting guides, workflows and internal routing documentation.
Promote self‑service adoption and ensure content is accurate, accessible and updated routinely.
Process Governance & Workflow Design
Lead the creation, standardization and maintenance of internal templates, workflows and documentation that guide ticket routing and fulfillment.
Ensure work management processes across ITS are aligned, documented and measurable.
Develop and maintain process maps, routing protocols and handoff expectations for all service areas.
Performance Management & Reporting
Produce operational reports, trend analyses and dashboards to provide transparency into service performance and areas for improvement.
Present insights to ITS leadership and collaborate with peers to prioritize corrective actions and investments in tools or process improvements.
Desktop and Mobile Computing Technology and Services
Shaping, supporting and enforcing IT policy for end‑point devices and software, including centrally funded and other‑funded procurements.
Oversight of asset tracking, budgeting, deployment, management and lifecycle planning for all end‑point hardware and software.
Ensure unit members fulfill their roles in a timely manner in addressing and resolving Service Desk tickets and managing projects.
Field Support
Oversee staffing and responsiveness of end‑user technology support in the field across multiple campuses and properties in support of all services and projects.
Ensure unit members fulfill their roles in a timely manner in addressing and resolving Service Desk tickets and managing projects.
Staff Supervision
Lead and manage direct reports by providing guidance, support and performance feedback to ensure goals, programs, activities and personnel practices align with and contribute to the University's mission.
Lead employees for maximum performance and dedication, fostering a positive and productive work environment.
Complete performance management feedback and goals timely and per requirements, offering constructive feedback and developing improvement plans.
Other reasonable duties as assigned.
Functional and Supervisory Relationships
Reports to: CIO
Supervises the following positions: Service Portfolio Manager, Service Desk Manager, Field Support Group Manager, and Desktop and Mobile Computing Manager.
Job Requirements
Strong trust and discretion required, including access to sensitive and confidential information related to the university and its employees.
Excellent relationship management skills, including stakeholder engagement, negotiation and influence, and political savvy.
Excellent communication and facilitation skills, including clear, persuasive communication and effective meeting leadership.
Competency in portfolio and prioritization management.
Competency in process design and optimization.
Excellent presentation skills.
Competency in change leadership.
Ability to organize work, prioritize tasks and manage multiple and changing priorities in a high‑volume environment.
Demonstrated record of accomplishment leading cross‑functional teams and managing complex service portfolios.
Exceptional communication, presentation, stakeholder engagement and organizational skills.
Demonstrated experience using AI‑enabled tools (e.g., generative AI assistants, AI‑enabled analytics or AI automation) to improve research, analysis, writing, workflow or decision‑making while exercising sound judgment over AI‑generated outputs.
Applicants must demonstrate an ability to develop inclusive and equitable relationships within our diverse campus community.
Applicants must demonstrate an ability to support diversity, equity, access, inclusion and belonging relative to their role.
Minimum Qualifications
Bachelor's degree from a college or university accredited by the US Department of Education or an internationally recognized accrediting organization.
At least 9 years of progressive experience in IT service delivery.
At least 5 years of supervisory experience.
Preferred Qualifications
Master's or doctoral degree from a college or university accredited by the US Department of Education or an internationally recognized accrediting organization.
Experience working in higher education.
Experience working in a unionized environment.
Experience with enterprise endpoint tools.
Prior success promoting end‑user adoption of new tools or technologies.
Working Environment
Report to campus in person. This position is not eligible for telecommuting.
Professional Rank and Salary Range
Director, SL6, $150,000–160,000.
Additional Information
Special Notes: This position is an Appendix A title.
Visa sponsorship is not available for this position. If you currently need sponsorship or will need it in the future to maintain employment authorization, you do not meet eligibility requirements. Additionally, UAlbany is not an E‑Verify employer.
THE UNIVERSITY AT ALBANY IS AN EO/AA/IRCA/ADA EMPLOYER.
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Primary Responsibilities
Service Management
Service Strategy and Design
Lead the development and enforcement of university‑wide IT policies, standards and governance practices.
Shape and influence long‑range strategic direction to ensure all ITS service portfolios, operational plans and resource allocations align with university priorities.
Service Request & Incident Management Leadership
Oversee the fulfillment of all standard service requests and ensure timely response and resolution of incidents.
Strengthen and continually refine Service Desk governance and operational frameworks to accurately capture, route and fulfill demand for IT services.
Develop and enforce policy and procedure, and continuously improve processes for triage, prioritization, escalation and closure of tickets.
Monitor service queues and follow up with service managers and resource managers to meet service level agreements and performance expectations.
Identify bottlenecks, inefficiencies and recurring issues; drive continuous improvements in work management.
Develop, track and improve performance metrics including response times, resolution rates, customer satisfaction and ticket categorization accuracy.
Collaborate with service managers, resource managers and technical teams across ITS to ensure coordinated service delivery.
Direct processes and campus communications related to service availability and policy changes.
Service Catalog Management
Oversee the development, governance and continuous refinement of the ITS Service Catalog.
Ensure that service definitions, offerings, support boundaries and request pathways are accurate, consistent and aligned with organizational capabilities.
Partner with service managers across ITS to maintain clear, reliable Service Catalog descriptions and fulfillment expectations for all services.
Knowledgebase & Documentation Governance
Oversee the structure, quality and growth of the ITS customer‑facing and internal knowledge bases.
Establish and enforce standards for knowledge articles, FAQs, troubleshooting guides, workflows and internal routing documentation.
Promote self‑service adoption and ensure content is accurate, accessible and updated routinely.
Process Governance & Workflow Design
Lead the creation, standardization and maintenance of internal templates, workflows and documentation that guide ticket routing and fulfillment.
Ensure work management processes across ITS are aligned, documented and measurable.
Develop and maintain process maps, routing protocols and handoff expectations for all service areas.
Performance Management & Reporting
Produce operational reports, trend analyses and dashboards to provide transparency into service performance and areas for improvement.
Present insights to ITS leadership and collaborate with peers to prioritize corrective actions and investments in tools or process improvements.
Desktop and Mobile Computing Technology and Services
Shaping, supporting and enforcing IT policy for end‑point devices and software, including centrally funded and other‑funded procurements.
Oversight of asset tracking, budgeting, deployment, management and lifecycle planning for all end‑point hardware and software.
Ensure unit members fulfill their roles in a timely manner in addressing and resolving Service Desk tickets and managing projects.
Field Support
Oversee staffing and responsiveness of end‑user technology support in the field across multiple campuses and properties in support of all services and projects.
Ensure unit members fulfill their roles in a timely manner in addressing and resolving Service Desk tickets and managing projects.
Staff Supervision
Lead and manage direct reports by providing guidance, support and performance feedback to ensure goals, programs, activities and personnel practices align with and contribute to the University's mission.
Lead employees for maximum performance and dedication, fostering a positive and productive work environment.
Complete performance management feedback and goals timely and per requirements, offering constructive feedback and developing improvement plans.
Other reasonable duties as assigned.
Functional and Supervisory Relationships
Reports to: CIO
Supervises the following positions: Service Portfolio Manager, Service Desk Manager, Field Support Group Manager, and Desktop and Mobile Computing Manager.
Job Requirements
Strong trust and discretion required, including access to sensitive and confidential information related to the university and its employees.
Excellent relationship management skills, including stakeholder engagement, negotiation and influence, and political savvy.
Excellent communication and facilitation skills, including clear, persuasive communication and effective meeting leadership.
Competency in portfolio and prioritization management.
Competency in process design and optimization.
Excellent presentation skills.
Competency in change leadership.
Ability to organize work, prioritize tasks and manage multiple and changing priorities in a high‑volume environment.
Demonstrated record of accomplishment leading cross‑functional teams and managing complex service portfolios.
Exceptional communication, presentation, stakeholder engagement and organizational skills.
Demonstrated experience using AI‑enabled tools (e.g., generative AI assistants, AI‑enabled analytics or AI automation) to improve research, analysis, writing, workflow or decision‑making while exercising sound judgment over AI‑generated outputs.
Applicants must demonstrate an ability to develop inclusive and equitable relationships within our diverse campus community.
Applicants must demonstrate an ability to support diversity, equity, access, inclusion and belonging relative to their role.
Minimum Qualifications
Bachelor's degree from a college or university accredited by the US Department of Education or an internationally recognized accrediting organization.
At least 9 years of progressive experience in IT service delivery.
At least 5 years of supervisory experience.
Preferred Qualifications
Master's or doctoral degree from a college or university accredited by the US Department of Education or an internationally recognized accrediting organization.
Experience working in higher education.
Experience working in a unionized environment.
Experience with enterprise endpoint tools.
Prior success promoting end‑user adoption of new tools or technologies.
Working Environment
Report to campus in person. This position is not eligible for telecommuting.
Professional Rank and Salary Range
Director, SL6, $150,000–160,000.
Additional Information
Special Notes: This position is an Appendix A title.
Visa sponsorship is not available for this position. If you currently need sponsorship or will need it in the future to maintain employment authorization, you do not meet eligibility requirements. Additionally, UAlbany is not an E‑Verify employer.
THE UNIVERSITY AT ALBANY IS AN EO/AA/IRCA/ADA EMPLOYER.
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