Director of Technology Operations, Client Services and GoCard

Georgetown University comprises two unique campuses in the nation’s capital. With the Hilltop Campus located in the heart of the historic Georgetown neighborhood, and the Capitol Campus, just minutes from the U.S. Capitol and U.S. Supreme Court, Georgetown University offers rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C. Our community is a close-knit group of remarkable individuals driven by intellectual inquiry, a commitment to social justice, and a shared dedication to making a difference in the world.

Requirements

Job Overview

The Georgetown University Law Center's Information Systems Technology (IST) department is seeking a highly motivated Technology Operations and Client Services Senior Director to lead and support network, security, GOCard, telecommunications, enterprise operations; to include Client Services and Service Desk Operations at the Capitol Campus. The incumbent will serve as the technology expert with responsibility for leading technical initiatives in a fast-paced service-oriented environment that focuses on continual improvement for the institution. The incumbent will oversee all technical aspects of the Technical Operations and Client Services group of the Information Systems Technology department and manage the Service Desk that provides technology and AV support to Georgetown University Capitol Campus. The individual will work with University and Capitol Campus network administrators, database administrators, security administrators, project managers, technical directors and application developers, Client Services and Helpdesk, as well as faculty, staff, students, project stakeholders and vendors as it pertains to implementation, maintenance, administration and design of all Technical Aspects of the Capitol Campus.

Work Interactions

The Senior Director of Technology Operations, Client Services and GOCard reports to the Assistant Dean of Technology and Chief Information Officer. The individual will manage the service desk team and work with University and Capitol Campus network administrators, database administrators, security administrators, project managers, technical directors and application developers, as well as faculty, staff, students, project stakeholders and vendors, as it pertains to the support and service management of the technical services provided at the Capitol Campus. All staff, faculty, students of Georgetown Capitol Campus, UIS, Vendors and Integrators.

Requirements and Qualifications

• Bachelor’s degree (Master’s Preferred) in Computer Science, MIS, masters in a computing field preferred or Commensurate experience

• At least 10 years of total professional work experience in the IT field, including at least three years of data and voice network experience sufficient to demonstrate competency and capability with: IP telephony, VoIP, phones, network switches, routers, wireless access points, cabling infrastructure and standards to include copper, coax, and fiber, wireless technologies and three years of experience with cloud-based enterprise systems

• 5 or more years working in IT Operations in medium size work environments with 500 or more employees.

• Established project management skills.

• Knowledgeable in 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 ability to work in a team with excellent customer service attitude and good verbal and written communication skills.

• Knowledge of security-related technologies to ensure the appropriate protection of enterprise data and systems.

• Familiarity with Single Sign-on (SSO) systems like Shibboleth.

• Excellent troubleshooting skills with the ability to perform Root Cause Analysis on complex IT operational issues

• Managerial Knowledge of industry standard Ticketing software system like Fresh Service

• ITIL v4 Certification

• PMI Certification -- desired

• CISCO Meraki Certification(s) -- desired

• CISSP Certification -- desired

Other Skills:

• Excellent and demonstrated oral and written communication skills through the ability to translate complex and technical concepts into readily-understood language for end users, project managers, business analysts, management, and other stakeholders.

• Experience working in a higher education environment and understanding of its structure and dynamics.

• Experience managing large projects (both from a