Associate Director of Service Management (Administrator II) - Information Technology Services - Service Management

Working Title

Associate Director of Service Management  

Administrator Level 

This position is an Administrator II in the California State University Management Personnel Plan (MPP), reporting to the Director of Service Management.

SF State University

San Francisco State is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status.  Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager.

Applicants may visit titleix.sfsu.edu for more information on SF State's policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised. Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator by calling (415) 338-2032 or emailing vpsaem@sfsu.edu.

San Francisco State is a 100% Smoke/Vapor-Free Campus.  Smoking or Vaping of any tobacco/plant-based substance is not permitted on any University properties.

The person holding this position may be considered a "mandated reporter" under the California Child Abuse and Neglect  Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

This position may be a "designated position" in the California State University's Conflict of Interest Code.  The successful candidate accepting this position may be required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.

Department

Information Technology Services - Service Management 

Appointment Type

At-Will

Time Base

Full-Time

Work Schedule

Monday - Friday; 8:00 am -5:00 pm

Anticipated Hiring Range

$9,500.00 - $10,808.00 Per Month ($114,000.00 - $129,696.00 Annually)

Salary is commensurate with experience.

Position Summary

The incumbent is responsible for managing the daily operations of staff in the help desk, endpoint management, and service management teams.  The responsibilities include assigning service tickets, network connectivity, staff management, and process improvement.  

This role is responsible for coordinating with University Housing to ensure that all residents have reliable and secure access to network services.  In addition to coordinate with University Housing leadership to assist with the planning and implementation of their technology initiatives.

The incumbent shall play an active role in guiding the ITS endpoint management function. In this capacity, the incumbent shall provide project leadership and subject matter expertise to the Endpoint Management team that administers and supports Windows and Apple systems. The incumbent shall work with the Endpoint Management team to develop and implement endpoint management infrastructure, security policies, and wide scale application and OS deployments.

Position Information

The Associate Director of Service Management responsibilities include:

IT Service Management Planning and Innovation

• Work with the ITS Service Desk and Endpoint Management teams to develop strategic plans for wide scale hardware, application and OS deployments.
• Based on such planning, manage implementation and development products and projects, coordinating all functional and technical aspects of the implementation efforts, including coordinating change requests and service requests.
• Establish an environment of innovation by researching and examining current and new technology trends.
• Collaborate across all ITS teams including Enterprise Applications (EA), Systems, Security, and Network to develop tactical and strategic application development plans.
• Oversee endpoint security including the protection of sensitive data and the appropriate use of security technologies in these protections.
• Represent SF State in CSU-wide meetings and conferences as appropriate.

 Management

• Build appropriate training and time management activities and processes for the effective allocation of staff to tasks while also keeping current in technologies and best practices.
• Supporting the Systems I