Associate Director of IT Operations

The Associate Director of IT Operations is responsible for managing the day-to-day operation of technology supporting the Housing & Residence Life administrative staff at the University of Virginia. This represents a user community of approximately 35 full-time staff and 350 student staff.

• Supervision and Performance Management:
  • Provide direct supervision for three IT staff members, communicating clear expectations and providing constructive feedback.
  • Ensure that staff provide high quality customer service through courteous and professional communication and consistent follow-up.
  • Guide staff in in situations where there are unexpected technical challenges or competing deadlines, resources and requirements.
  • Develop standards and procedures, and ensure adherence to established University and HRL policies, procedures, risk management programs, and safety standards.
  • Encourage and develop staff members plans for professional development. Create opportunities for them to gain work experience utilizing new skills.
• Technical Support:
  • Maintain a high level of technical competence, assisting staff in accurately and efficiently resolving complex technical problems and working with users to ensure solutions are satisfactory.
  • Facilitate the diagnosis and timely resolution of problems related to desktop and laptop computers, mobile devices, printers, digital signs, electronic door access, and associated softwaresystems.
  • Provide written documentation and in-person training to maximize use of existing technology.
  • Maintain strong working relationships with colleagues internally and in other departments.

• Technology Management:
  • Prepare short- and long-range plans for the departments IT operations. Analyze trends, research emerging technology, and recommend appropriate actions to increase functionality or efficiency.
  • Use and develop scripts, tools, workflows, and preventative maintenance schedules to monitor systems, proactively identify problems, and streamline business processes.
  • Manage departmental IT budget.Plan and execute projects to replace, upgrade, or improve current technology.Evaluate vendor proposals and coordinate work done by service providers.
  • Oversee team in accurately configuring, testing, installing, deploying, and upgrading computers, printers, and mobile devices. Manage inventories of hardware and software assets and storage and disposal of surplus equipment.
  • Supervise card-based electronic door access control services in HRL facilities.
• Application Support:
  • Become knowledgeable about the features and functionality of departmental software applications (including StarRez housing management system) in order to provide assistance with term transitions; data interfaces, imports and exports; user access and security; and production of queries, reports, and dashboards.
  • Ensure departmental systems are operating on up-to-date and accurate data.
  • Assist HRL staff with reporting needs related to access control, housing applications and assignments, occupancy and demand, move-in and move-out, billing and finances, facilities conditions and improvements, work orders, etc.
  • Assist HRL staff with data collection, assessments, forms, surveys, and data analysis.
• Other Duties:
  • As an LSP (Local Support Partner), this position serves as a liaison with the Universitys Information Technology Services department and may represent the department on University-wide committees.
  • This position may occasionally be required to work on weekends, holidays, and after business hours, in order to meet deadlines, respond to urgent issues, or provide support during move-in and move-out.
  • This position is responsible for other special projects and duties as assigned.

• Experience with StarRez or equivalent housing management software
• Experience with KACE or equivalent system management software
• Experience with CBORD or equivalent access control management software
• Experience with SharePoint, PowerBI, and other Office 365 tools and applications
• Knowledge of SQL programming language
• Knowledge of HTML, CSS, and PHP for web application programming

• In-depth knowledge of a broad range of hardware and software technologies used in a university business environment, including Windows, Mac OS, and iOS platforms
• Experience supporting enterprise applications, maintaining databases, and preparing reports
• Proven troubleshooting skills and the ability to diagnose and resolve complex desktop software, hardware, and network issues
• Strong leadership, sound judgement, and a high degree of personal initiative
• Demonstrated ability to work effectively as part of a team and to supervise the work of others
• Excellent customer service and relationship building skills, including ability to work with a diverse population
• Advanced verbal and written communication skills, and ability to present proposals/ideas and to communicate complex technical information to novice computer users
• Project management skills, high attention to detail, and ability to organize tasks to meet deadlines
• Willingness and ability to master new systems, technologies, and processes quickly

• Bachelor's degree in Computer Science, Computer Engineering, Information Systems, or related discipline. 6-10 years of relevant and progressive experience may be considered in lieu of a degree.
• 5 years of relevant work experience, including experience supervising technical staff.
• Current and valid U.S. drivers license.

• The position requires seated work using a computer. Employee will be required to lift various weights, climb ladders and stairs in order to complete jobs.

• $95,000 -$105,000 depending upon experience and relevant qualifications.