The University of Wisconsin System The University of Wisconsin System is one of the largest systems of public higher education in the country, educating approximately 165,000 students each year and employing 40,000 faculty and staff statewide. With 13 universities across 26 campuses and a statewide extension network with offices in every county, the UW System is a tremendous academic, cultural, and economic resource for Wisconsin, the nation, and the world.
The Office of Learning & Information Technology Services (OLITS) is dedicated to supporting the use of technology to enhance the teaching and learning mission of the UW System institutions. OLITS staff have responsibility for systemwide collaboration and enhancement of six major areas of Information Technology: 1) overall systemwide IT planning, 2) technology for teaching and learning, 3) support for major IT infrastructure and administrative systems, 4) wide area networking issues, 5) library automation and collections enhancement, and 6) research and development in emerging technologies. In addition, OLITS develops and supports information technology systems and services that allow UW System Administration staff to perform their responsibilities effectively and efficiently.
This full-time position, located in Madison, Wisconsin, reports to the Deputy Chief Information
Officer and is part of the Office of Learning and Information Technology Services. This position will manage a team of technical staff supporting system clients.
The Director Client & Application Services will have oversight of several BP Logix Workflows including: Wisconsin’s sexual harassment reference check system, contracting systems, the university’s data access authorization, emergency financial support grants for students, the benefits enrollment deadline worksheet, and in-development applications including purchasing card application and the employee work injury illness report.
The position also oversees the content management, theme development, and apps and plugins associated with the Wisconsin.edu web environment. The site is undergoing a major upgrade and this position will oversee the redevelopment of the site in conjunction with university relations.
The director also administers the enterprise-wide community of practice for users of the Informatica Intelligent Cloud Services data integration platform, a cloud-based platform that enables data integration between systems and applications.
In addition, the director will oversee client services at UW System which includes the helpdesk and support professionals providing on-site and remote support to system staff.
Responsibilities include the following key activities:
Lead Team Operations – Responsible for the daily operations of the Client and Application Services Teams.
- Manage daily operations for all aspects of the team.
- Ensure timely resolution of incidents and requests by adhering to departmental standards, and applicable service level agreements.
- Act as the escalation point of contact for after-hours emergencies.
- Act as the Incident Commander for service outages.
- Maintain client’s confidence and protect operations by keeping information confidential, while delivering service in a professional and positive manner.
- Contribute to effective and quality operations by reviewing ongoing maintenance/patch management plans, developing support standards, operating procedures and policies.
- Produce reports showing service delivery results as compared to established departmental metrics.
Team Personnel Management – Responsible for all aspects of personnel management including hiring and evaluating team members.
- Supervisor Activities: including hiring, establishing work schedules and professional development planning.
- Performance Management Activities: including evaluating performance and implementing disciplinary actions as needed.
- Clearly communicate priorities, establish due dates for major tasks and hold staff accountable for meeting established due dates.
- Conduct regular individual (l-on-1) meetings with all team members.
- Provide team members the orientation, training and support necessary to operate as an effective member of the team.
- Contribute to team success by ensuring cross-training within the team, cross-training backup persons and accomplishing assigned results as needed.
Central IT Management Team – Contribute to the overall success of Central IT
- Maintain effective working relationships with other members of the Central IT Management Team.
- Ensure that Team members work effectively on projects, tickets and daily operations with the technical staff of other Central IT Teams.
Leadership and Professional Development – Maintain professional and technical knowledge.
- With the CIO, Deputy CIO, and other managers, contribute to the development of policy, priorities, and procedures that support the overall direction and mission of Central IT.
- Develop and implement tactical and operational plans that support the goals of Central IT’s strategic plan.
- Collaborate with other departments and groups within Central IT to ensure the successful delivery of projects and effective services to customers.
- Provide leadership to support and encourage customer-focus and quality service. Ensure feedback mechanisms (e.g., customer needs assessments, metrics, and surveys) are in place to assist in evaluating and improving Central IT’ s products and customer service.
- Attend conferences, seminars, and classes to ensure continued professional development.
- Work in collaboration with people of diverse ethnicities, cultures, social and economic backgrounds.
- Perform other duties as assigned.
- A history of advancement with increasing leadership responsibilities managing IT technical teams.
- Demonstrated customer service and relationship management experience.
- Demonstrated ability to implement process and organizational improvements in an IT service setting.
- Experience overseeing complex, long-term projects in software or application development.
- Bachelor’s degree
- Experience leading a team of technical professionals in a Higher Education environment.
- Strong written and verbal communication skills.
- Experience with BP Logix, WordPress, PHP, and data feeds from Oracle PeopleSoft.
KNOWLEDGE, SKILLS AND ABILITIES
- Demonstrated ability to effectively manage the performance of a fast-paced technical team.
- Excellent teamwork and issue resolution skills.
- Able to work cohesively and consistently collaborate with others as well as to work independently and autonomously.
- Demonstrated experience with establishing and maintaining effective working relationships with internal and external customers.
- Demonstrated ability to communicate effectively both orally and in writing to technical and non-technical audiences.
- Experience with IT policies, documentation, procedures, and processes.
- Experience working in an IT organization with working knowledge of general IT operations and industry terminology, including computer hardware, software terminology, and ITIL practices
CONDITIONS OF EMPLOYMENT
The UW System is required to conduct a criminal background and sexual harassment check for final candidate(s) prior to employment.
Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e., a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without the need of employer sponsorship) on or before the effective date of appointment
The office location is in Madison, WI. This position may work a hybrid schedule with some days in the office and some days telecommuting.
COMPENSATION AND BENEFITS
The Director Client & Applications Services (Official Title: IT Director I) is a full-time position. This position is a salaried (exempt) academic staff position. Well-qualified candidates can expect a starting annual salary within a range of $95,000 – $120,000 commensurate with the candidate’s education, related experience, and qualifications.
UW System employees receive an excellent benefits package. To learn more about the benefits package, review the UW System Employee Benefits Brochure.
To ensure full consideration, please submit application materials as soon as possible. Applicant screening will begin immediately and be ongoing through 11:55 pm, Friday, December 2, 2022. However, applications may be accepted until the position has been filled.
- Go to the UWSA Applicant Portalto submit your materials online and select the appropriate applicant portal, either External Applicants or Internal Applicants and click on the position title that you want to apply for.
- Follow the onscreen instructions and be sure to include your salary expectations when asked in our applicant tracking In addition, please be sure to upload ALL THREE of the required documents: resume, cover letter, and references as PDF files. Failing to include any of these documents may disqualify your application.
- Your cover letter MUST specifically address how your education and experience relate to the position and qualifications. Be sure to emphasize the areas outlined under “Minimum ”
- Your reference page should include the names, addresses, email addresses, and phone numbers for three professional references with at least one being from a current or previous
- Submit your application.
The University of Wisconsin System Administration is an affirmative action/equal opportunity employer and actively seeks and encourages applications from women, minorities, and person with disabilities.
Questions may be addressed to: Sarah Wilson, HR Business Partner, at firstname.lastname@example.org