Hiring Department
ITS Operations
Job Description
JOB SUMMARY
As a campus strategic partner, Information Technology Services (ITS) strives to transform how we deliver technology, software, and services to advance the mission, vision, and core values of the institution in support of teaching, learning, research, and administrative functions. ITS encourages proactive collaboration with UMSL students, faculty, and staff to create an inclusive culture of decision-making to support our efforts of continuous improvement of the delivery of IT services.
The Associate Director of IT – End User Servic es provides strategic leadership and operational oversight of end-user technology services, including the Technology Support Center, academic computing labs, classroom technology environments, and TritonCard operations. Ensures reliable, accessible, and high-quality user support aligned with institutional priorities while advancing service delivery through modern tools, analytics, and proactive support models.
PRIMARY RESPONSIBILITIES
IT Service Delivery & Operations – 30%
Lead operations for the Technology Support Center, classroom technology, and academic computing labs
Ensure consistent, high-quality end-user support services across campus
Oversee service delivery models, staffing strategies, and performance outcomes
Manage lifecycle processes for classroom and lab technology, including refresh and maintenance
Oversee TritonCard service operations and related user support functions
Ensure services meet expectations for availability, performance, and user experience
Strategic Leadership & Service Improvement – 25%
Lead IT service management (ITSM) initiatives in partnership with UM System
Direct change management processes to ensure controlled and effective technology deployment
Drive modernization of classroom and lab environments
Advance continuous improvement through service analytics, automation, and self-service capabilities
Support adoption of emerging technologies, including AI-enabled support tools
Partnerships & Customer Experience – 20%
Collaborate with faculty, academic departments, and campus leadership to align services with needs
Enhance the student, faculty, and staff experience through reliable and user-centered services
Provide executive and critical user support strategies
Ensure compliance with accessibility standards across supported technologies
Financial & Resource Management – 15%
Develop and manage operational budgets for end-user services
Oversee vendor relationships, contracts, and service agreements
Ensure effective allocation of resources to support strategic priorities
Manage computer asset lifecycle and inventory controls
Program Oversight & Innovation – 10%
Oversee workplace technologies and collaboration platforms
Drive initiatives that improve employee productivity and experience
Monitor trends in higher education IT and implement innovative service models
Support campus-wide initiatives related to digital transformation and user enablement
As with all positions, may perform other job-related responsibilities as needed to support departmental and campus-wide needs.
CORE COMPETENCIES
Strategic Thinking and Leadership
IT Service Management and Operational Excellence
Customer Focus and Service Orientation
Communication and Collaboration
Change Management and Innovation
Data-Driven Decision Making
WORKING CONDITIONS & PHYSICAL REQUIREMENTS
Work is primarily performed in an office and campus technology environment with regular interaction with faculty, staff, students, and external partners. The role requires occasional movement between campus locations and the ability to use computer systems and audiovisual technologies. The position involves sustained problem-solving, decision-making, and leadership responsibilities.
SUPERVISORY RESPONSIBILITIES
Directly supervises multiple professional and technical staff supporting help desk operations, classroom technology, and academic computing labs
Responsible for hiring, performance management, coaching, and staff development
Oversees cross-functional teams and may lead project-based resources
Applicants must be authorized to work in the United States. The University will not sponsor applicants for this position for employment visas.
Shift
40 hours week Monday thru Friday
Minimum Qualifications
Bachelor’s degree and at least 10 years of relevant experience; OR Master’s degree and 6 years; OR Doctorate and 4 years
Minimum of 6 years of progressive management experience in IT or related field
Preferred Qualifications
Experience in higher education IT environments
Knowledge of ITIL or IT service management frameworks
Experience with classroom AV technologies and academic computing environments
Demonstrated success in leading digital transformation or modernization initiatives
Anticipated Hiring Range
$81,744-$124,904
Grade: GGS-013
University Title: ASSOCIATE DIRECTOR IT
Internal applicants can determine their University title by accessing the Talent Profile tile in myHR.
Application Materials
Application materials include a cover letter and resume. Finalists will be asked to provide references at a later date.
Applicants must combine all application materials into one PDF or Microsoft Word ocument and upload as a resume attachment to the UMSL Careers: https://www.umsl.edu/services/hrs/careers/index.html
Limit document name to 50 characters. Maximum size limit is 11MB. Do not include special characters (e.g., /, &, %, etc.). For questions about the application process, please email
[email protected]. If you are experiencing technical problems, please email
[email protected].
Benefit Eligibility
This position is eligible for University benefits. As part of your total compensation, the University offers a comprehensive benefits package, including medical, dental and vision plans, retirement, paid time off, short- and long-term disability, paid parental leave, paid caregiver leave, and educational fee discounts for all four UM System campuses. For additional information on University benefits, please visit the Faculty & Staff Benefits website at https://www.umsystem.edu/totalrewards/benefits .
Equal Employment Opportunity
The University of Missouri is an Equal Opportunity Employer .
To request ADA accommodations, please email the Office of Human Resources at
[email protected] .
