P22 grade range minimum $103,747, midpoint $134,871 and maximum $165,996. Salary for this position anticipated not to exceed $145,000.
General Summary of Position:
This being a promotional opportunity, only current UML Employees within the same Bargaining unit are eligible to apply for this position.
The Associate Director of Technology Services is Information Technology’s customer service champion, turning UMass Lowell IT’s vision for high quality technology services and support into day-to-day execution. The Associate Director supervises and coordinates the Technology Services team, ensuring customers are supported effectively and remain productive with their university technology. The role also oversees the full lifecycle of IT client assets, from acquisition through deployment, support, and retirement.
Under the direction of the Deputy CIO, the Associate Director of Technology Services serves as the final internal escalation point for IT customers. The role is accountable for resolving issues to the satisfaction of end users and for coordinating escalated support with other IT units and university departments to ensure campus needs are met. The Associate Director balances hands-on technical skills with strong people leadership, equally comfortable configuring or troubleshooting a laptop or mobile device, assisting executive users, and developing performance and growth plans for staff.
UMass Lowell prides itself on a mature Information Technology environment. Accordingly, the Associate Director of Technology Services champions ITIL aligned practices and culture across IT and provides day to day leadership for the ITSM platform and associated workflows and processes. In addition to managing the Technology Services department, the Associate Director collaborates with other IT managers and leaders to support the goal of all IT employees being engaged in service delivery.
As part of IT asset lifecycle management, the Associate Director of Technology Services maintains appropriate inventory levels for standard stock and oversees fleet management and the responsible recycling or repurposing of older, obsolete systems.
The Associate Director of Technology Services is a key university role in ensuring the smooth operation of all client IT systems managed by Information Technology and is instrumental in maintaining the integrity, stability, and security of those systems.
Minimum Qualifications (Required):
- Bachelor’s degree required, preferably in Information Technology, Computer Science, Management, Engineering, or a related field.
- Minimum of seven years of progressively responsible experience in a large, complex Information Technology environment.
- At least five years of leadership and people management experience in end user computing, client services, service desk, or a closely related IT function.
- Demonstrated ability to build and lead high performing, customer focused teams and to foster a culture of accountability, collaboration, and continuous improvement.
- Experience in a higher education environment or other large, mission driven research institution.
- Proven commitment to exceptional customer service, with the judgment and presence to handle executive and high-profile issues.
- ITIL Foundations certification, or the ability to obtain it within six months of start date.
- Practical experience with IT service management practices and tools, including incident, request, change, and knowledge management.
- Ability to define, interpret, and use metrics and key performance indicators to manage workload, service quality, and staff performance, and to communicate results to leadership.
- Superior written and oral communication skills, including the ability to explain technical concepts clearly to nontechnical audiences and to represent IT effectively with campus leadership and stakeholders.
- Demonstrated success working collaboratively with diverse technical and nontechnical teams across organizational boundaries.
- Strong problem solving and analytical skills, with the ability to navigate new or ambiguous issues and devise solutions with limited guidance.
- Working knowledge of Microsoft Windows and macOS client environments and the tools used to manage them at scale, such as endpoint management, patching, and configuration platforms.
- Understanding of modern endpoint, virtual desktop, and client or server application delivery models.
- Solid understanding of networking fundamentals, including TCP or IP and local area network concepts, as they relate to end user computing.
- High level of professionalism, discretion, and commitment to confidentiality.
Additional Considerations:
- Master’s degree in Information Technology, Management, Computer Science, Engineering, or a related discipline strongly preferred.
- Additional ITIL certifications beyond Foundations, or equivalent training in IT service management or service delivery leadership.
- Relevant technical or service management certifications in areas such as modern desktop administration, endpoint management, security, or customer support leadership.
- Experience leading initiatives involving virtual desktop infrastructure, remote or hybrid work support, or large-scale endpoint modernization efforts.
- Experience designing or refining service level agreements, customer satisfaction programs, and knowledge management practices for IT support organizations.
Special Instructions to Applicants:
This being a promotional opportunity, only current UML Employees within the same Bargaining unit are eligible to apply for this position.
This position is full-time, benefited and SEIU union in grade P22. Grade range minimum $103,747, midpoint $134,871 and maximum $165,996. Salary for this position anticipated not to exceed $145,000.
Please include a resume with your application. Names and contact information of three references will be required during the application process. Submission of a cover letter is optional.
