If you are a current worker, please log into Workday and access our internal career site to apply.

Salary Range:

$110,000 - $119,500.00 USD annually.

POSITION SUMMARY:
As part of Arizona State University’s charter to provide access and excellence, ASU Preparatory Academy (ASU Prep) shares this commitment by demonstrating all students can achieve at the highest levels, regardless of their background. To scale our current impact, ASU Prep is advancing a major expansion program taking fundamental responsibility for the communities we serve.

The IT Service Management Director will lead and oversee the IT service operations and projects for ASU Prep. Ensuring exceptional IT operations, support and customer service across the network of schools, this role will focus on strategic planning, leadership and collaboration with key stakeholders. This position provides a unique opportunity for an experienced leader to make an impact across the ASU Prep Network, by driving improvements in IT service delivery and change management processes. The ideal candidate will have exceptional leadership skills, excellent communication abilities, and a strong commitment to cultivating a culture of customer service excellence.

QUALIFICATIONS:

• Bachelor’s Degree in Information Technology, Computer Science or a related field. A Master’s Degree, preferred.

• 7+ years leadership experience managing IT service operations, programs and change management. 

• 5+ years experience in IT support operations, service desk, escalations management and customer service.

• Prior experience working in education technology, digital/ immersion, preferred 

• Active AZ Department of Public Safety (DPS) IVP Fingerprint Clearance Card.

• Any equivalent combination of experience, training and/or education from which comparable knowledge, skills and abilities may be considered. 

DUTIES AND RESPONSIBILITIES:

• Lead the service desk operations to deliver comprehensive IT support across the ASU Prep network, ensuring prompt resolution of incidents and service requests. 

• Develop, implement, and optimize IT service management processes to enhance efficiency and reliability.

• Facilitate training for  staff on key IT initiatives, systems, and tools to maximize effectiveness.

• Monitor team performance through key performance indicators (KPIs), ensuring service desk ticket metrics are achieved and continually improved.

• Engage with key stakeholders such as principals and academic leadership to understand and meet their IT needs.

• Act as the primary liaison between ASU Prep and ASU Enterprise Technology ensuring alignment of  IT initiatives, maintaining open, consistent communication.

• Promote a culture of exceptional customer service within the IT department.

• Lead IT change management initiatives to ensure smooth implementation of technologies and processes across ASU Prep.

• Develop a comprehensive change management process to minimize disruption and ensure effective communication.

• Oversee the employee onboarding and offboarding processes, ensuring seamless access provisioning and deprovisioning for IT systems.

• Drive the strategic initiative to enhance the overall IT customer service experience.

• Evaluate and refine IT service delivery strategies to align with organizational goals.

• Collaborate with academic and administrative leadership to ensure IT services meet the needs of students, faculty, and staff.

• Hybrid office role requiring up to 3-5 days per week in-office attendance, based on weekly operational demands.  

• Additional duties may be assigned as necessary.

SUPERVISORY RESPONSIBILITIES 

• Directly supervises employees.  Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include decisions related to selection, performance appraisal, discipline and salary recommendations. 

• Build strong and empowered teams by providing direction, delegation, counsel, mentoring and expertise to individual team leads, while retaining