Director, End User Computing

Job Details

Job Ref:
10023502
Location:
Adelphi, MD
Category:
IT and Project Management
Type:
Full time

Director, End User Computing

Department Information Technology

Exempt, Regular, Full Time, Pay Grade 4.3

Location: Adelphi, MD (Hybrid)

The Director of End User Computing is responsible for leadership at all levels to define, promote, and support business vision, strategy, objectives, and success for End User technologies. Organizationally, this role will work closely with senior leadership, IT Infrastructure and Operations, and Information Security to drive end user technologies and operations.  This individual will lead several teams to include desktop operations, desktop engineering and field support.  This role will drive endpoint technologies to include but not limited to defining user equipment standards, operational support and deployment of user technologies.  Additional duties include providing direction to managers, facilitating communication between departments, providing administrative and strategic support to executives.

Duties and Responsibilities:

LEADERSHIP AND PLANNING

  • Ensure team managers are meeting and exceeding expectations in regards to performance and meeting defined metrics/benchmarks. 
  • Ensure teams are meeting deliverables and schedules
  • Oversee the development, implementation, and administration of Endpoint Support training, procedures, and policies.
  • Assist team managers in planning and developing training plans for staff
  • Provide guidance to managers on performance appraisals of staff, administer disciplinary actions.

ENDUSER COMPUTING SUPPORT MANAGEMENT

  • Serve as a key communicator between IT and business stakeholders, effectively relaying change management initiatives, priorities, and relevant updates.
  • Ensure endpoint leadership adhere to all SOPs.
  • Support other IT teams by providing updates and status to activities dependent on end user computing
  • Drives technical and process changes for continuous improvements
  • Develop business case justifications and cost/benefit analyses for endpoint spending and initiatives.
  • Stay abreast of the latest trends, tools, and best practices, ensuring the organization is always at the forefront of technology.
  • Coordinate with other IT teams, such as the Service Desk or Network Support, to ensure seamless integration of services and efficient incident resolution. 
  • Provide leadership and support for the Endpoint Engineering, Operations and Field Support teams to ensure staff understand and meet service level agreements in productivity, service, and quality metrics to provide exemplary customer interaction.
  • Serve as key escalation point for all end user related items
  • Support continuous improvement in the operation and functioning of the system, as well as the system support process quality of the operations.

STRATEGY AND PERFORMANCE

  • Understand and interpret business vision, strategy, objectives, and success factors.
  • Strategic advisor to the CIO, IT Infrastructure & Operations, and Information Security leaders.
  • Participate in strategic planning, policy development, and decision-making.
  • Build strong partnerships with key leaders to learn what is working and what is not.
  • Work with senior leadership to recommend, define, update service level agreements and technology standards
  • Identify, evaluate, and summarize new technologies and support opportunities with senior leadership. 
  • Summarize and monitor missed service level cause and mitigation information for executives.
  • Research, analyze, and recommend new potential markets, solutions, and systems.
  • Assist department managers with assessing and reporting on budget and return on investment.
  • Advocate for a continuous service improvement culture.

OPERATIONAL MANAGEMENT

  • Direct managers on identifying opportunities, improving, and monitoring service performance.
  • Identify and manage expectations regarding missed objectives & key results, service levels, causes, and mitigation efforts. 
  • Oversee the data collection and publishing of reports/dashboards to improve service visibility.
  • Promote operational success through data-driven decision-making.
  • Lead special projects and initiatives with skillful oversight and support.
  • Ensure senior leaders are involved in key decision-making and have all necessary information.
  • Pinpoint and support the development of solutions to address core issues within business processes.
  • Foster an environment where employees feel encouraged to voice ideas/potential solutions.
  • Support teams in resolving conflicting priorities, work capacity, major incidents, and other issues.
  • Act on behalf of IT Operations and Information Security leadership to answer inquiries.
  • Prepare and present professional reports to leadership and staff.

EMPLOYEE SUPERVISION

  • Leads and manages a team in the effective, confidential, and timely collection of performance data.
  • Identifies key attributes and technical skills needed to recruit and/or promote qualified individuals.
  • Coaches employees and sets specific, measurable goals to assist with the employee's personal growth and professional development.
  • Manages team work capacity, reviews employee leave requests for approval, completes annual performance evaluations, and other administrative supervisory responsibilities.
  • Promotes a a collaborative work environment focused on departmental service success and problem/risk identification and mitigation.

Competencies:

Skills:

  • Understanding of the organization's services and core software applications and systems.
  • Understanding of the organization's goals and objectives.
  • Very strong business, system, and data analytical skills.
  • Strong operations and service level management expertise.
  • Confidence in presenting to and conversing with senior leaders and public-speaking experience.
  • Strong adherence to and skill in soliciting necessary information within deadlines.
  • Trusted by senior leadership to handle sensitive and/or confidential information.
  • Excellent written communication skills, presents data in an organized manner.

Education & Experience Requirements:

Experience:

  • 10+ years of experience in end user computing and operational support models.
  • 3+ years of experience in IT management
  • Experience with the design, implementation, and collection of departmental service levels, targets, and missed agreement causes and mitigations.
  • Experience with programs, high-impact/large projects, and/or cross-team management.

Certifications:

  • Certification and/or ability to obtain ITIL-4.

Preferred Experience Requirements:

Education:

  • Bachelor's degree

All submissions should include a cover letter and resume.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu

Benefits Package Highlights:

  • Generous Time Off: Enjoy 22 days of paid vacation, 15 days of sick leave, 3 personal days, and 15 paid holidays (16 during general election years). For part-time employees, time off rates will be prorated based on the number of hours worked.
  • Comprehensive Health Coverage: Access to health care, medical with vision, dental, and prescription plans for both individuals and families, effective from the 1st of the month following your hire date.
  • Insurance Options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability (LTD) Insurance. Part-time employees working less than 0.5 FTE are not eligible for LTD.
  • Flexible Spending Accounts: Available for medical and dependent care expenses.
  • Retirement Plans: Choose between the Optional Retirement Program (ORP) or the Maryland State Retirement and Pension System (MSRPS).
  • Supplemental Retirement Plans: include 401(k), 403(b), 457(b), and various Roth options. The university does not provide matching funds.
  • Tuition Remission: Immediate availability for Regular Exempt Staff. Spouses and dependent children are eligible for undergraduate tuition remission after two years of service. NOTE: For part-time employees (at least 50 percent of the time), tuition remission benefits are prorated.

Hiring Range:

$132,000.00 - $140,000.00

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