Director, Service Management - Information Technology Services

Job Description

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. This leadership role ensures that ITS delivers reliable, efficient, and customer-centered services through consistent, well-managed workflows, a comprehensive service catalog, and a high-performing Service Desk function.

Under the Director's leadership, the Service Management unit is also responsible for planning, installation, security, and support for workstations (desktops and laptops), printers, and multi-function devices, and all other end-point devices and workstation-installed software at the university. Additionally, this unit provides field support for all IT services and projects across all business areas.

Primary Responsibilities

• Service Management: Service Strategy and Design, Service Request & Incident Management Leadership, Service Catalog Management, Knowledgebase & Documentation Governance, Process Governance & Workflow Design, Performance Management & Reporting
• Desktop and mobile computing technology and services
• Field Support
• Staff Supervision

Minimum Qualifications

• Bachelor's degree from a college or University accredited by the US Department of Education or internationally recognized accrediting organization.
• At least 9 years of progressive experience in IT service delivery.
• At least 5 years of supervisory experience.