Information Technology Director (Customer Care Director)

Maricopa Community Colleges - Maricopa County, AZ

Full-time | Part-time
Hiring Salary Range
$95,856.00 – $153,370.00/annually DOE

Grade
125

Work Schedule
Monday - Friday, 8am - 5pm
Summer Hours: Monday - Thursday, 7am-6pm

Work Calendar
12 Months

Benefits Summary
Looking for a place to work where you can make a real difference in the lives of over 200,000 college students every year? Would you like to be part of an organization that adds $7.2 billion dollars to the economy and supports nearly 100,000 jobs in the fastest growing county in the United States?

Come join our team at one of the largest community college systems in the country. Named one of the best mid-sized employers in the nation, which was the only educational institution ranked in Arizona in 2017. “The Maricopa County Community College District (MCCCD) has been named No. 19 on Forbes magazine’s first-ever “America’s Best Employers for Women”, ranking MCCCD among 300 employers across the nation. MCCCD is the fourth-highest ranked educational institution and the only Arizona-based employer named on the list.”

Our employees are our most valuable asset; that’s why at Maricopa County Community College District (MCCCD) we are committed to providing a comprehensive benefits package to meet the needs of you and your family. Being a member of the Maricopa community you are able to participate in a wide range of benefits that gives you flexibility and choice including medical, dental, vision, life, disability, tuition waivers for you and your dependents, and retirement.

Whether you’re teaching, working, or learning - find your purpose. Join our community and make a difference.

Job Summary
This position provides leadership and oversight for the planning, direction and implementation of customer care and service operations technologies for the Maricopa Community Colleges District. Manages departments, teams and staff positions, which includes desktop, digital workplace and end user support, technology services desk and center, IT service management tools, processes and functions, and media services. Demonstrates a commitment to service excellence, innovation and digital transformation, a focus on customers and clients, a will to win, partnership and collaboration, student success, integrity and performance of job duties. Plans, directs and implements strategic information technologies and integrated systems across the District.

Essential Functions
60% - Provides leadership, direction and operational oversight for managers, teams and assigned staff; manages customer care and operational staff and outsource/out-tasked vendor partners, communications for change control and services, systems and delivery models; plans, oversees and implements goals and objectives, strategic initiatives, projects, programs, and integrated technologies, systems and services; and directs service delivery and assures quality of services.

10% - Leads and/or assists with strategic technology planning and creation, policy, and procedure development, report generation, metrics and analysis, vendor management and relations, products and services, service and operational level agreements, staff development and management, and cost/benefit analysis and budget planning.

10% - Fosters staff development to meet professional, personal and business goals; plans, organizes, assigns, supervises, reviews and evaluates the work of staff; approves staff selection, identifies and directs training needs/opportunities and the disciplinary process for assigned function or unit.

10% - Focuses on customers and clients in all duties and services; confers with customers, peers and partners in the District to assess needs and to develop/drive solution options that meet the strategic needs of the business; provides guidance and consultation to IT partners across the District.

5% - Leads and/or participates on local and District-wide teams, committees and councils.

5% - Performs other duties as assigned.

Minimum Qualifications
Bachelor’s Degree from a regionally accredited institution in information technology and six (6) years of professional experience in areas related to assignment, which includes two (2) years of supervisory experience.

OR

Associate’s Degree and eight (8) years of professional experience in areas related to assignment, which includes two (2) years of supervisory experience.

OR

High School Diploma/GED and ten (10) years of professional experience in areas related to assignment, which includes two (2) years of supervisory experience.

Desired Qualifications
A. Three (3) or more years of intermediate to advanced understanding of computer hardware, server/end user software and cloud computing services, platforms and technology

B. Three (3) or more years of proven experience managing staff, and vendor partners and developing and leading cross-functional teams

C. Three (3) or more years or organizational change management experience supporting customers and projects in a related field and/or area

D. Three (3) or more years of experience in developing projects from the research stage through to completion

E. Three (3) or more years of experience in developing, management and implementation of help desk systems, services, technical documentation and operational specifications, processes, and procedures; end user and digital work order ITIL tools (rollout, planning, use, administration, management, migration planning)

F. Three (3) or more years of experience with ITIL tools (rollout, planning, use, administration, management, migration planning), ITIL/ITSM methodologies and practices

G. One (1) or more years of experience with low to high level test strategy implementation and use of agile-based methodologies and tools

Special Working Conditions
May be required to work at multiple sites or locations.

Travel to campus during interview/selection process will be at candidate’s own expense.

May be required to work evenings and weekends

May be required to sit for a prolonged period of time; viewing a computer monitor

How to Apply
Applicants must submit a cover letter that details how the applicant meets minimum and desired qualifications.

Applications without a cover letter and do not include detailed employment history information will be incomplete and will not be considered.

Please ensure your resume and cover letter provide the following items:

Clearly illustrate how prior experience, knowledge and education meet the minimum and desired qualifications for this position.
Provide employment history in a month/year format (e.g., 09/07 to 10/11) including job title, job duties, indicate full or part time experience for each position held and name of employer for each position.
Three professional references, preferably current and/or former supervisors. If references are not provided in resume upon application, they will be requested at time of interview.
Posting Close Date
Apply on or before Tuesday, October 1, 2019 to be considered.

EEO Information
Maricopa County Community College District (MCCCD) will not discriminate, nor tolerate discrimination in employment or education, against any applicant, employee, or student because of race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship status (including document abuse), age, disability, veteran status or genetic information.