Assistant Vice Chancellor, Technology Support Services NC State University Raleigh, NC
Technology Support Services Technology Support Services (TSS), a unit of the Office of Information Technology (OIT), provides a variety of technology support and consulting services for the NC State University community. Major areas of service and support include:
Campus IT Service Desk (Help Desk) services and support service planning;
Campus managed desktop environments;
Learning space technology design and support;
Student-focused computing including ResNet, hardware repair services, and computer labs;
Service tracking and IT service management tools through ITIL processes and the ServiceNow system;
Customer Interface for NIST & CPI Security Efforts; and,
Hosted server and application services.
The Opportunity NC State invites applications and nominations for the position of Assistant Vice Chancellor (AVC) for Technology Support Services (TSS). The AVC of TSS is responsible for providing leadership, strategy and oversight to the TSS unit, OIT and other partnering units. The AVC must develop and manage the overall unit staff, activities and budget. The AVC is a member of the OIT leadership team and represents TSS, as well as the university’s technology support needs and resources. The AVC is a key advocate for two very important constituencies: the people who use the technology services at NC State and the staff who support those services. The AVC of TSS reports to the Vice Chancellor for Information Technology.
The Position The functions of this position include:
Actively participate in planning activities at the OIT and campus levels to develop new services, support other units’ operations and to foster continuing improvement in technology processes and services;
Play a key role in the development of technology services as an advocate for support and service processes and their sustainability;
Oversee the TSS project portfolio and be responsible for ensuring effective project management practices and timely reporting in coordination with the OIT Portfolio Management unit;
Actively support service development and administration; development of strategies for integrating campus- wide technology support; business continuity and resilience planning; project portfolio management and process improvement;
Play a key role in compliance efforts ensuring the customer interface portion of IT security including areas such as: the National Institute of Standards and Technology (NIST) security requirements for research data, Combined Pricing Initiative (CPI), HIPAA and others. Helps ensure all students and employees receive assistance and follow the university IT security requirements;
Maintain and nurture strong communication and efficiency among central, administrative and college-based IT groups at NC State;
Continually evaluate the support needs of the university community and develop sustainable, scalable support processes to meet those needs and ensures continual quality assessment and improvement. Collaborate with external groups to facilitate process improvement; and,
Ensure continuity of TSS services in the event of disasters and service disruptions.
The AVC is expected to adhere to best practices in the field of information technology service management (ITSM) and should be able to readily adapt those standards to the local environment as appropriate. This position interacts with technology support leaders in higher education and industry on a statewide and national scale and is expected to contribute to the ongoing evolution of technology support through interaction with peers on a national level.
This position is responsible for the following TSS teams:
NC State Help Desk The NC State Help Desk is the primary point of contact for computing services at NC State. It supports, in coordination with other campus consulting groups, the students, faculty and staff of NC State in their computing and technology endeavors by focusing on understanding their needs and developing solutions that work for the campus community.
IT Service Management (ITSM) Services The ServiceNow and IT Service Management team provides ServiceNow administration and support, ServiceNow application development, and IT Service Management consulting. The ServiceNow platform provides internal and external support through an automated service desk workflow based application which provides flexibility and ease-of- use. The tool provides structure to align with Information Technology Infrastructure Library (ITIL) processes.
Managed Desktop and Hosted Services Services provided by these teams include support for OIT’s managed desktop environment, communication tools, desktop software support, and support for enterprise and workgroup business software and applications. Desktop and Application Support is composed of the Managed and Hosted Services Team and the Managed Desktop Support Team.
Learning Space Support Services provided by this team includes audiovisual (AV) design & integration, support for technology in classrooms and learning spaces, support for student computing facilities, support for student computing in university residence halls, and support for student-owned workstations.
Student-focused computing including ResNet, hardware repair services, and computer labs Services provided to support student owned technology including managing the walk-in center that handles repair and troubleshooting student computers as well as support for connecting to university approved resources and software.
Customer Interface for IT Security & Compliance Efforts Manage the customer support for implementing and adhering to the increasing demands for IT security and compliance requirements. These include providing help to support customers meeting HIPAA, NIST 800-171, GLBA, CPI, and other customer facing requirements.
Qualifications The successful candidate will have a relevant post-Baccalaureate degree with a minimum of three (3) years or greater of related professional experience. A relevant undergraduate degree and a minimum of five (5) years or greater of relevant experience may be substituted for the advanced degree.
Candidates must be able to demonstrate strong leadership skills with the ability to attract, motivate, mentor, and develop a high performing work team and foster a diverse and inclusive work environment. Excellent written, oral, and interpersonal skills are required. Applicants should have a proven ability to build collaborative partnerships with leaders, campus partners, and external constituents, and strong facilitation, management and negotiation skills.
Experience in a complex higher education environment is highly desirable. Additional graduate level education or relevant professional certification is preferred.
How to Apply Inquiries, nominations and applications are invited and may be directed to Justin Lang, Director, NC State Executive Search Services, at (919) 513-1963 or email@example.com.
Confidential review of applications will begin in September 2020 and will continue until the position is filled. Candidates should provide a resume or curriculum vitae, cover letter, and the names and contact information of three references. References will not be contacted without prior knowledge and approval of candidates. These materials may be submitted online at https://jobs.ncsu.edu/ (position #00061782).
About NC State At NC State, we create prosperity for North Carolina and the nation. We began as a land-grant institution grounded in agriculture and engineering. Today, we’re a pre-eminent research enterprise that excels across disciplines.
NC State is a powerhouse in science, technology, engineering and math. We lead in agriculture, education, textiles, business and natural resources management. We’re at the forefront of teaching and research in design, the humanities and the social sciences. And we’re home to one of the world’s best colleges of veterinary medicine.
Our more than 35,000 undergraduate and graduate students learn by doing. They pursue original research and start new companies. They forge connections with top employers and serve communities local and global. Through it all, they enjoy an outstanding return on investment.
Whether it’s Princeton Review ranking NC State among the nation’s best values for universities, Money magazine naming it the No. 1 best college for your money in North Carolina, or Kiplinger’s Personal Finance ranking NC State No. 9 among the best values in public higher education, the university has many reasons to be proud.
Each year, NC State adds $6.5 billion to the statewide economy, equivalent to creating more than 90,000 new jobs. That represents significant return on investment for the citizens of North Carolina in the form of research advances, innovative technologies, successful companies, skilled graduates and new jobs waiting for them.
Our 9,000 faculty and staff are world leaders in their fields, bridging the divides between academic disciplines and training high-caliber students to meet tomorrow’s challenges. Together, they forge powerful partnerships with government, industry, nonprofits and academia to remake our world for the better.
About Raleigh and North Carolina North Carolina’s rapid growth makes the state a diversity leader and top spot for young professionals and families. Raleigh reflects statewide growth as a city on the rise:
2 among the best big cities to live in (Money, 2018)
2 among the best places for business and careers (Forbes, 2018)
One of America’s most digitally inclusive tech cities (Brookings, 2018)
2 hotspot for tech jobs (Forbes, 2016)
3 best city for young professionals (Forbes, 2016)
With Durham and Chapel Hill, the capital city anchors the Research Triangle, a national hotspot for high-tech enterprise. The region’s top companies — including IBM, Cisco Systems, SAS Institute, Biogen Idec and GlaxoSmithKline — rank among the country’s best employers. NC State also maintains strong agricultural partnerships with Bayer, BASF and Syngenta, companies that lead the way in hiring new NC State graduates.
Celebrating its 132nd year in 2019, NC State continues to make its founding purpose a reality. Every day our career- ready graduates and world-leading faculty make the fruits of learning, discovery and engagement available to people across the state, throughout the nation and around the world.
NC State provides equal opportunity and affirmative action efforts, and the university prohibits all forms of unlawful discrimination, harassment and retaliation that are based upon a person’s race, color, religion, sex (including pregnancy), national origin, age (40 or older), disability, gender identity, genetic information sexual orientation or veteran status.