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Georgetown University comprises two unique campuses in the nation’s capital. With the Hilltop Campus located in the heart of the historic Georgetown neighborhood, and the Capitol Campus, just minutes from the U.S. Capitol and U.S. Supreme Court, Georgetown University offers rigorous academic programs, a global perspective, and unparalleled opportunities to engage with Washington, D.C. Our community is a close-knit group of remarkable individuals driven by intellectual inquiry, a commitment to social justice, and a shared dedication to making a difference in the world.

Requirements

Job Overview

The Georgetown University Law Center's Information Systems Technology (IST) department is seeking a highly motivated Technology Operations and Client Services Senior Director to lead and support network, security, GOCard, telecommunications, enterprise operations; to include Client Services and Service Desk Operations at the Capitol Campus. The incumbent will serve as the technology expert with responsibility for leading technical initiatives in a fast-paced service-oriented environment that focuses on continual improvement for the institution. The incumbent will oversee all technical aspects of the Technical Operations and Client Services group of the Information Systems Technology department and manage the Service Desk that provides technology and AV support to Georgetown University Capitol Campus. The individual will work with University and Capitol Campus network administrators, database administrators, security administrators, project managers, technical directors and application developers, Client Services and Helpdesk, as well as faculty, staff, students, project stakeholders and vendors as it pertains to implementation, maintenance, administration and design of all Technical Aspects of the Capitol Campus.

Work Interactions

The Senior Director of Technology Operations, Client Services and GOCard reports to the Assistant Dean of Technology and Chief Information Officer. The individual will manage the service desk team and work with University and Capitol Campus network administrators, database administrators, security administrators, project managers, technical directors and application developers, as well as faculty, staff, students, project stakeholders and vendors, as it pertains to the support and service management of the technical services provided at the Capitol Campus. All staff, faculty, students of Georgetown Capitol Campus, UIS, Vendors and Integrators.

Requirements and Qualifications

+ Bachelor’s degree (Master’s Preferred) in Computer Science, MIS, masters in a computing field preferred or Commensurate experience

+ At least 10 years of total professional work experience in the IT field, including at least three years of data and voice network experience sufficient to demonstrate competency and capability with: IP telephony, VoIP, phones, network switches, routers, wireless access points, cabling infrastructure and standards to include copper, coax, and fiber, wireless technologies and three years of experience with cloud-based enterprise systems

+ 5 or more years working in IT Operations in medium size work environments with 500 or more employees.

+ Established project management skills.

+ Knowledgeable in enterprise-wide applications, cloud systems, infrastructure, security, integration, system and database administration.

+ Understanding of the interactions between applications, operating systems, system hardware, network services, and storage devices.

+ Strong ability to work in a team with excellent customer service attitude and good verbal and written communication skills.

+ Knowledge of security-related technologies to ensure the appropriate protection of enterprise data and systems.

+ Familiarity with Single Sign-on (SSO) systems like Shibboleth.

+ Excellent troubleshooting skills with the ability to perform Root Cause Analysis on complex IT operational issues

+ Managerial Knowledge of industry standard Ticketing software system like Fresh Service

+ ITIL v4 Certification

+ PMI Certification -- desired

+ CISCO Meraki Certification(s) -- desired

+ CISSP Certification -- desired

Other Skills:

+ Excellent and demonstrated oral and written communication skills through the ability to translate complex and technical concepts into readily-understood language for end users, project managers, business analysts, management, and other stakeholders.

+ Experience working in a higher education environment and understanding of its structure and dynamics.

+ Experience managing large projects (both from a technical and functional aspect).

+ Strong consulting, communication, problem-solving, needs analysis, and data analysis skills. Superior interpersonal, analytical, and problem-solving skills

+ Ability to work independently with minimal supervision and as part of a team

+ Strong marketing skills and customer-service orientation

+ Ability to work effectively with faculty, administrators, students, alumni and external constituents

+ Proficiency in basic data management systems and basic computer applications (e.g., Word, Excel, Access, PowerPoint); willingness and ability to learn additional applications as needed

+ Experience working directly with business stakeholders to negotiate cost-appropriate service levels

+ Proficient project management skills and experience

+ Initiative to explore new ideas and the ability to motivate others to accept progress and change

+ Ability to work independently and provide technical guidance to staff

+ Ability to develop innovative direction and solutions, particularly in ambiguous environments/ situations

+ Ability to deal with conflict and to facilitate resolution

+ Ability to manage multiple competing initiatives independently or with finite resources

+ Ability to enforce rules and procedures in a consistent manner

Work Mode Designation

This position has been designated as Hybrid. Please note that work mode designations are regularly reviewed in order to meet the evolving needs of the University. Such review may necessitate a change to a position’s mode of work designation. Complete details about Georgetown University’s mode of work designations for staff positions can be found on the Department of Human Resources website: https://hr.georgetown.edu/mode-of-work-designation.

This is an emergency designated position given its key role in the support of our academic mission and the need to be available during after-hours.

Pay Range:

The projected salary or hourly pay range for this position which represents the full range of anticipated compensation is:

$103,723.00 - $202,778.93

Compensation is determined by a number of factors including, but not limited to, the candidate’s individual qualifications, experience, education, skills, and certifications, as well as the University’s business needs and external factors.

Current Georgetown Employees:

If you currently work at Georgetown University, please exit this website and login to GMS ( gms.georgetown.edu ) using your Net ID and password. Then select the Career worklet on your GMS Home dashboard to view Jobs at Georgetown.

Submission Guidelines:

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a resume for each position of interest for which you believe you are qualified. Documents are not kept on file for future positions.

Need Assistance:

If you are a qualified individual with a disability and need a reasonable accommodation for any part of the application and hiring process, please click here (http://ideaa.georgetown.edu/ada) for more information, or contact the Office of Institutional Diversity, Equity, and Affirmative Action (IDEAA) at 202-687-4798 or [email protected].

Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website (https://georgetownworks.georgetown.edu/) .

EEO Statement:

GU is an Equal Opportunity Employer (https://policymanual.hr.georgetown.edu/200-hiring-and-employment/201-equal-employment-opportunity-affirmative-action/) . All qualified applicants are encouraged to apply, and will receive consideration for employment without regard to age, citizenship, color, disability, family responsibilities, gender identity and expression, genetic information, marital status, matriculation, national origin, race, religion, personal appearance, political affiliation, sex, sexual orientation, veteran status, or any other characteristic protected by law (https://georgetown.box.com/s/jkc3kxwrf56e1n2km0jh1vj09fvanw70) .

Benefits:

Georgetown University offers a comprehensive and competitive benefit package that includes medical, dental, vision, disability and life insurance, retirement savings, tuition assistance, work-life balance benefits, employee discounts and an array of voluntary insurance options. You can learn more about benefits and eligibility on the Department of Human Resources website (https://benefits.georgetown.edu/staff/enrolling/) .