Job Function:

Minimum Education:

Preferred Education:

Minimum Experience:

Preferred Experience:

Duties and Responsibilities:

• Ensure all Unified Technology Support (UTS) staff and services are providing the highest level of customer service to the Ball State Community. Collaborate with other IT Directors on current projects and initiatives while ensuring UTS staff are prepared to support those services at the highest level.
• Supervise, coach, and mentor staff; assign and review work; make recommendations in all areas related to supervision, including but not limited to interviewing and selection, discipline, work schedules, performance appraisal, and career development of personnel. Ensure staff have the resources and training that they need to be effective in their roles. Includes guiding and advising direct reports as they manage their teams and/or projects.
• Provide guidance and support to the Associate Vice President of IT in determining direction of service level agreements as they pertain to support levels, response times, and priority outlines for all incident and change management processes. Provide statistical reports on the level of service provided, incident reports, performance levels of meeting service level agreements with campus community and overall performance of the subunits of UTS.
• Implement and manage changes to the UTS organization, including internal reorganizations of services or staff to enhance service offering or gain organizational efficiencies, the decommissioning of legacy services, or integrating new services or staff into the UTS structure.
• Work closely with the Director of the Office of Information Security Services to ensure best practices and recommendations from OISS are implemented within the UTS support structure and services. Collaborate on Security projects between OISS staff and UTS staff to meet goals and deadlines.
• Plan and implement the best practices and strategies to move the university to a level of efficiency in providing technology support to student’s success.
• Stay abreast of all projects and initiatives within UTS and help organize, manage, and support to the level each group or project requires. Ensure that UTS, IT, or campus-wide best practices and requirements are followed. Establish priorities and provide or acquire needed resources to ensure that goals and objectives are accomplished within required timelines.
• Oversee the Technology Store Operations. Oversee all store related vendor relations and adhere to vendor reporting requirements. Review sales reports, inventory levels, and make final decisions on pricing adjustments. Adhere to University guidelines for audit, cash handling, and credit card transactions.
• Oversee all expenditure budgets for all units within Unified Technology Support.
• Serve on committees and projects teams within UTS and IT as well as represent UTS and IT on interdepartmental committees. This may involve serving as a technical resource, assisting with the development or implementation of new policies or procedures, or serving as a committee chair or project manager.
• Perform other related duties as assigned.