Director of IT Services, Prescott Campus
Company: Embry-Riddle Aeronautical University
Posted on: June 8, 2021
Embry-Riddle Aeronautical University's Prescott, Arizona campus
is hiring a Director of IT Services. Embry-Riddle's Prescott Campus
is respected worldwide for cutting-edge instruction and training
for tomorrow's aviation, aerospace, security and intelligence
leaders. Prescott is a mile-high city and its climate reflects
seasonable weather excellent for flying. Daytime averages are 80F
in the summer and 45F in the winter. At 5,000 ft. above sea level,
it boasts a mild climate, clean air, pristine wilderness areas, and
nearby national forests. The university is a small, private,
residential university in the mountains of Arizona with
approximately 3,500 students. Staff/faculty/student interaction is
highly valued and is a central theme of our campus. It is located
100 miles north of Phoenix and 120 miles south of the Grand
Provides leadership, planning, and management of IT Services for
the Prescott Campus. This includes, but is not limited to desktop
support, audio visual support, events, and IT Services projects.
Ensures an effortless customer service experience driving quality,
efficiency, and a high level of customer service with all
interactions. Monitor workloads through the use of metrics, KPIs,
and observation to ensure timely and accurate completion of work
orders and projects. Identify trends, anticipate problems, perform
root cause analysis, and work across IT to implement preventative
measures to ensure a best in class level of support and service.
Responsible for ensuring that University IT standards and
guidelines are implemented and communicated at the campus
Partners with the Prescott Campus leadership to develop and
execute technology strategic and tactical initiatives. Ensures the
Information Technology strategy is aligned with the Prescott Campus
strategy, including administrative, academic, and research goals.
Serves as the primary point of contact, engaging with the Prescott
Campus constituents to identify technology solutions that meet the
campus business needs. Provide project management and oversight of
IT Services projects for Prescott. Maintain open and collaborative
communications between IT and the Prescott Campus.
ERAU benefits include:
Relocation support provided
Retirement Plan - ERAU offers immediate vesting and provides a
6% gift and will match up to 3.5% of employee contributions
Two BC/BS health plans - PPO and high deductible plan with a
health savings account
Tuition waivers for employees, spouses, and dependent children
will cover one undergraduate and graduate degree per person
- Use of various campus services: fitness center, library, mail
room and enjoy observation flights
Bachelor's Degree in computer science, information technology,
or another related field.
Leads with transparency and integrity.
Extensive experience managing operational customer service
Strong knowledge of ITIL best practices for service and incident
Excellent Customer Service skills.
Excellent writing and communication skills. Ability to
communicate effectively and professionally with various levels of
Must maintain a positive, professional image.
Good organizational skills.
Ability to plan, manage and implement tasks in a complex
Ability to learn new things and keep up with the pace of change
Solid understanding of the business needs of the campus and the
needs of the students.
Ability to look for and develop long-term solutions and be
proactive in addressing the needs of the campus.
General knowledge of information technology trends and practices
including networking and desktop computing standards.
Ability to collect the appropriate information from the user to
expedite the resolution the problem. Demonstrate good judgment in
investigating and escalating problems.
Ability to apply project management processes to IT projects
(e.g., Proposals, Charters, Work plans, etc.) and make adjustments
based on individual project complexity and scope.
Solid understanding of project management methodologies such as
Agile, Scrum, and Waterfall.
Demonstrate ability to tactfully handle difficult situations and
ability to maintain composure under pressure.
Consistently show ability to recognize and deal with priorities.
Recognize and perform duties which need to be performed.
Ability to coach and develop team members.
Ability to manage vendor relationships and grow business
partnerships to enhance IT services.
Seek guidance and direction as necessary for performance of
Maintain cooperative working relationships with University and
other Campus Information Technology staff members.
- Ability to support IT Core Values by focusing on improvements,
believing in our team and partners throughout the university,
learning from mistakes, being accountable for actions and showing
determination, focus and tenacity.
Keywords: Embry-Riddle Aeronautical University, Prescott , Director of IT Services, Prescott Campus, Other , Prescott, Arizona
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