Director, IT Service Management

Loyola University, United States

Updated: about 2 months ago
Job Type: FullTime
Deadline: ;

Position Details 
Position Details


Job Title DIRECTOR
Position Number 8100176
Job Category University Staff
Job Type Full-Time
FLSA Status Exempt
Campus Rogers Park-Lake Shore Campus
Department Name ACADEMIC & OPERATIONAL SUPPORT
Location Code IT SUPPORT SERVICES
Is this split and/or fully grant funded? No
Duties and Responsibilities
Job Summary
This position provides strategic and operational leadership for the desktop technicians, desktop engineers, the end-user technology acquisition team, and the university service desk – all total comprised of 16 full-time employees (FTE) and 30 student workers. The role ensures efficient and high-quality IT support for faculty, staff, and students. Responsibilities include technology procurement, service desk operations, break-fix support, and call resolution, all while fostering a collaborative, customer-focused team culture. The Director drives continuous improvement in support services, aligns IT initiatives with institutional goals, and ensures compliance with organizational standards and best practices.
General Responsibilities:

  • Strategic Oversight: Develop and implement an IT strategy that aligns with the organization’s business goals and objectives, ensuring the efficient and secure operation of all IT systems and processes.
  • Leadership and Management: Lead and manage the IT department and/or unit, including hiring, training, and developing IT staff. Foster a culture of innovation, collaboration, and continuous improvement.
  • Innovation and Emerging Technologies: Stay current with industry trends and emerging technologies, evaluating their potential impact on the organization and recommending strategic investments.
  • Budgeting and Cost Control: Develop and manage the IT department’s budget, ensuring cost-effective use of resources and adherence to financial goals.
  • Compliance and Risk Management: Ensure the organization’s IT systems comply with relevant regulations and standards, managing risks associated with technology use.
  • Relationship Management: Establish and maintain relationships with IT vendors and service providers, negotiating contracts and ensuring the delivery of quality services.


Position Specific Responsibilities:
  • Provide strategic and operational leadership for the desktop services team, desktop engineers, and the university service desk, ensuring high-quality support for faculty, staff, and students. Oversee daily activities, incident resolution, and the continuous improvement of support services to align with university needs.
  • Set and maintain high standards for customer service and outreach initiatives across the desktop and service desk teams. Foster a “single face of ITS” approach by promoting clear, timely, and professional communication with end users.
  • Oversee the evaluation, recommendation, and procurement of end-user technology, including desktop systems, laptops, peripherals, and related services. Lead initiatives such as the university’s workstation refresh and laptop deployment programs, ensuring that purchasing decisions align with university standards, budgetary constraints, and the diverse needs of stakeholders.
  • Administer and maintain the university’s ticketing system, TeamDynamix, to manage incidents and service requests effectively. Track and analyze service desk and desktop support metrics, generating reports to assess performance trends and identify areas for improvement.
  • Oversee the recruitment, training, and professional development of desktop technicians, desktop engineers, service desk staff, and student workers. Conduct regular performance evaluations, create professional growth plans, and foster a collaborative, customer-focused team culture.
  • Lead initiatives to streamline workflows, improve efficiency, and document recurring IT issues for resolution. Proactively manage changes in support models and technology services, ensuring alignment with institutional goals through established change management processes.
  • Perform other duties, as requested.
Minimum Education and/or Work Experience
  • Bachelor’s degree in information technology, computer science, or a related field is required. A master’s degree is preferred.
  • A minimum of 10 years of progressive experience in IT, including at least 5 years in a leadership role.
Qualifications
Must be inspired to continuously improve the University’s experience of IT service. Success in this role demands experience in developing and operating service management platforms. Skill in business analysis and excellent customer and team communication are also required
  • Strong technical proficiency in a wide range of IT systems, software, and hardware.
  • Demonstrated ability to lead and manage a team, with strong interpersonal and communication skills.
  • Ability to develop and implement strategic IT plans that align with organizational goals.
  • Strong analytical and problem-solving skills, with the ability to troubleshoot complex IT issues.
  • Experience managing large-scale IT projects from conception to completion.


Language Ability
  • Excellent and persuasive communication (oral, written, presentation), interpersonal and consultative skills to work effectively with external customers and providers, and internal clients at all levels of the University.
  • Core consulting skills such as business writing, presentation, and analytic comparison.
  • Ability to read, analyze, and interpret general business processes, technical procedures, and user manuals.
  • Ability to develop and write reports, business correspondence, and procedure manuals.
  • Able to communicate technical ideas and concepts to non-technical audiences

Interpersonal ·
  • Positive attitude and strong work ethic.
  • Ability to work independently and in team settings.
  • Focuses on accountability and problem and conflict resolutions.
  • Maintains confidentiality and follows ITS and other University policies regarding data security and protection.
  • Balances team and individual responsibilities.
  • Contributes to building a positive team spirit.
  • Effectively influences actions and opinions of others.
  • Strives to continuously build knowledge and skills.
  • Shares expertise with others.
  • Able to communicate technical ideas and concepts to non-technical audiences.
  • Excellent oral and written communication skills.
  • Shows respect and sensitivity for cultural differences; supports and engages with University Diversity, Equity, and Inclusion initiatives.
  • Treats people with respect.
  • Works with integrity and ethically; handle sensitive and confidential issues and materials appropriately.

Organizational Skills
  • Must be hands-on, detailed oriented and have the ability to quickly adapt to changes and new ideas.
  • Supports organization’s goals and values.
  • Develops strategies to achieve organizational goals.
  • Adapts strategy to changing conditions.
  • Includes appropriate people in decision-making process.
  • Strong administrative and organizational skills.

Communication
  • Excellent customer-facing skills, especially those applicable to oral and written presentations.
  • Ability to develop and write reports, business correspondence, and procedure manuals.
  • The position must have the ability to respond to questions appropriately and promptly from a variety of customers.
  • Solicits customer feedback on how to improve service.
  • Core consulting skills such as business writing and presenting, and analytic comparisons.
  • Ability to read, analyze, and interpret general business processes, technical procedures, and user documentation.
  • Ability to develop and write reports, business correspondence, and procedure documentation.
  • Able to communicate technical ideas and concepts to non-technical audiences.

Reasoning Ability
  • Must be detail oriented, results focused, possess effective written and verbal communication skills, and be able to support change management initiatives.
  • Synthesizes complex or diverse information.
  • Generates creative solutions; Identifies and resolves problems in a timely manner.
  • Gathers and analyzes information skillfully.
  • Develops alternative solutions.
  • Works well in both group and individual problem-solving situations.
  • Looks for ways to improve and promote quality.
  • Responds promptly to client needs.
  • Solicits client feedback to improve service.
  • Responds to requests for service and assistance.
  • Ability to be flexible and adaptable to changing environments and business situations.
  • Support change management initiatives as well as explain changes to others.
  • Proactively manages change through existing change management processes, and project risks through early identification, negotiation and/or escalation when required.
  • Evaluate technology problems and create manageable solutions.
  • Able to synthesize complex or diverse information at an enterprise level.
Certificates/Credentials/Licenses
Computer Skills
  • Operating Systems and Software: Proficient in Windows and macOS, office productivity tools (e.g., Microsoft Office 365, Google Workspace), and peripherals. Familiarity with Power BI is a plus.
  • Ticketing Systems: Experience with IT service tools like TeamDynamix, ServiceNow, or Ivanti for logging and tracking service desk requests.
  • Remote Support: Skilled in tools like Remote Desktop Protocol or TeamViewer for troubleshooting.
  • Troubleshooting: Ability to resolve Level 1 hardware, software, and network issues efficiently.
  • System Administration: Familiarity with Active Directory for user account management.
Supervisory Responsibilities Yes
Required operation of university owned vehicles No
Does this position require direct animal or patient contact? No
Physical Demands None
Working Conditions None
Open Date 02/11/2025
Close Date
Position Maximum Salary or Hourly Rate $160,000/ann
Position Minimum Salary or Hourly Rate $140,000/ann
Special Instructions to Applicants
About Loyola University Chicago
Loyola University Chicago is a private Jesuit University founded in 1870 by the Society of Jesus. One of the largest Catholic Universities in the United States, Loyola’s professional schools include programs in medicine, nursing, and health sciences anchored by the Loyola University Medical Center, and the Loyola University Chicago School of Law. Comprised of thirteen colleges and schools, Loyola University Chicago offers more than 80 undergraduate and 140 graduate/professional programs while enrolling approximately 17,000 students. In addition to offering a world class educational experience, Loyola University Chicago strives to be an employer of choice by offering its staff and faculty a wide array of affordable, comprehensive, and competitive benefits. Our benefits are centered on health and wellness, financial security, equity, and work-life balance. We offer medical, dental, vision, 403(b), HSA, FSAs, tuition benefit, pre-tax transit benefits, EAP, and more. To view our benefits in detail, click here .
As one of the nation’s largest Jesuit, Catholic Universities, Loyola University Chicago fosters a transformative cultural experience that honors Diversity, Equity, and Inclusion. We are committed to recruiting and retaining a diverse, mission driven workforce that enables a culture of inclusivity. We act with the heart of a nonprofit organization and an academic enterprise with ethical practices that advance the Jesuit Mission. Loyola actively seeks to build a community of diverse opinions, perspectives, and backgrounds that support our Jesuit tradition, while helping Ramblers foster a sense of belonging and affinity for all.
Loyola University Chicago is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion (except where religion is a bona fide occupational qualification for the job), national origin, sex, age, disability, marital status, sexual orientation, gender identity, protected veteran status or any other factor protected by law.
Quick Link for Posting https://www.careers.luc.edu/postings/31084

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