Director, Service Management - Information Technology Services - University at Albany

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. The Director serves as a central driver of operational excellence across ITS, ensuring that requests and incidents are routed properly, addressed promptly, and handled in a manner that fosters transparency and customer satisfaction. This position has the authority to create, develop, affect, and implement policy and is responsible for decision making and discretion in determining and approving strategic policy direction.

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.

The director collaborates closely with other units in ITS that comprise the service and project delivery teams within this matrixed IT organization.

Primary Responsibilities:

• Service Management
  • Service Strategy and Design
    • Provide leadership in 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 remain aligned 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 ensure that demand for IT services is accurately captured, routed, and fulfilled.
    • Develop and enforce policy and procedure, and continuously improve processes for triage, prioritization, escalation, and closure of tickets.
    • Monitor service queues and actively follow up with service managers and resource managers to ensure service level agreements and performance expectations are met.
    • 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.
  • Responsible for shaping, supporting, and enforcing IT policy for end-point devices and software, including centrally funded and other-funded procurements.
  • Responsibility and oversight for asset tracking, budgeting, deployment, management, and lifecycle planning for all end-point hardware and software.
  • Ensure that unit members are fulfilling their roles in a timely manner in addressing and resolving Service Desk tickets and in managing projects and completing project tasks.
• Field Support
  • Oversee staffing and responsiveness of end-user technology support in the field across multiples campuses and properties in support of all services and projects.
  • Ensure that unit members are fulfilling their roles in a timely manner in addressing and resolving Service Desk tickets and in managing projects and completing project tasks.
• Staff Supervision
  • Lead and manage direct reports by providing guidance, support, and performance feedback to ensure goals, programs, activities, and personnel practices are consistent 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, negotiating 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 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 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.