Director of IT Service Delivery Print (https://www.governmentjobs.com/careers/colorado/jobs/newprint/4834614)  Director of IT Service Delivery Salary $140,900.00 - $156,400.00 Annually Location Golden, CO Job Type Full Time Job Number GLA-JR106218-2/25 Department Colorado School of Mines Opening Date 02/14/2025 Closing Date 2/27/2025 11:59 PM Mountain FLSA Determined by Position Primary Physical Work Address 1500 Illinois St. Golden, CO 80401 Hiring Pay Rate $140,900 - $156,400 annual salary FLSA Status Exempt; position is not eligible for overtime compensation. Department Contact Information Kathy White Kwhite1@mines.edu Type of Announcement This announcement is not governed by the selection processes of the classified personnel system. Applications will be considered from residents and non-residents of Colorado. How To Apply Online applications through the Colorado Jobs portal will not be accepted. Please follow instructions on the job announcement for submitting an application. + Description + Benefits Department Information Engineering a world of possibilities The Director of Service Delivery plays a critical role within the Information Technology leadership team at Mines. This position oversees all aspects of IT support services across campus and is responsible for exceptional customer service. This individual manages and develops high-performing service delivery teams responsible for the IT service desk, classroom/office/lab/AV support, student technology resources, and all classroom software compatibility. The Director ensures the highest level of customer satisfaction by effectively balancing multiple projects, dependencies, and competing priorities. This position is a partner and works closely with IT leadership, faculty, staff, and students to gather feedback, optimize service delivery, and enhance the overall customer experience across the Mines community. This role demands advanced skills in customer service, project management, analysis, and communication, along with a blend of managerial expertise and a deep understanding of customer needs within a higher education environment. This role is on-site Monday through Friday to provide supervision and support to the team and proactive customer service to our campus community. Description of Job Primary Responsibilities Strategy and Planning Enhanced Customer Experience: + Optimize the Customer Experience: Strategically design, deliver, and enhance all services and processes to maximize customer satisfaction and operational efficiency. Prioritize digitizing customer touchpoints to improve the overall experience. + Build Strategic Partnerships: Cultivate strong relationships across the university to foster collaboration and ensure alignment with organizational goals. Service Excellence: + Drive Service Innovation: Conduct thorough stakeholder analysis to identify critical needs and prioritize service offerings that deliver exceptional value. + Establish a Service Management Framework: Develop and implement a strategic roadmap for ITSM excellence, emphasizing continuous improvement and organizational growth. Ensure Service Quality: + Implement robust customer service quality programs across all IT functions. + Develop and track key performance indicators (KPIs) to measure customer satisfaction and service effectiveness. + Establish and maintain clear service level agreements (SLAs) that meet the evolving needs of the institution. Foster Continuous Improvement: + Encourage a culture of self-auditing and compliance within the ITSM framework. + Drive ongoing training and development to ensure staff proficiency and adaptability. Operational Management Lead and Mentor High-Performing Teams: + Foster a positive and inclusive team environment. + Guide and mentor managers and team members in their professional growth. + Oversee talent management, including staffing, scheduling, career development, and succession planning. + Conduct regular performance reviews to provide constructive feedback and identify areas for improvement. Drive Operational Excellence: + Implement and monitor service level agreements (SLAs) to ensure consistent service delivery. + Analyze ticketing data to identify trends and proactively address recurring issues. + Continuously improve service delivery processes to enhance efficiency and customer satisfaction. + Manage the IT budget and ensure responsible spending. + Proactively support AI opportunities to drive service delivery efficiencies. Deliver Exceptional Customer Experiences: + Build strong customer relationships through all communication channels. + Proactively address customer concerns and ensure high levels of customer satisfaction. + Utilize customer feedback (e.g., CSAT scores) to drive service improvements. + Maintain a High-Performing IT Infrastructure: + Oversee the maintenance, troubleshooting, and repair of computer systems and peripheral equipment. Empower Customers: + Develop and maintain an IT knowledge base to encourage self-service and reduce support requests. Equipment Acquisition, Deployment & Inventory + Track hardware and software technology assets using an asset management tool. + Maintain an inventory of equipment that can be distributed when needed. + Purchase computers based upon a defined computing standard. Salary and Benefits $140,900 - $156,400 annual salary Mines takes into consideration a combination of candidate’s education, training and experience as well as the position’s scope and complexity, the discretion and latitude required in the role, work location, and external market and internal value when determining a salary level for potential new employees. Colorado School of Mines offers a robust portfolio of benefits for all employees. For this role, that includes: + Flexible health and dental care options + Generous sick/vacation time: 13 paid holidays per year – including a week-long winter break for entire campus. + Fully vested retirement plan on first day of employment, with generous employer contribution + Tuition benefits (6 credits per year for employees, 50 percent discount for dependents) + Free RTD Ecopass All Mines employees also have access to discount programs (https://stateofcolorado.benefithub.com/app/home) through the State of Colorado and free tickets for Mines Athletics (https://minesathletics.com/) home games, as well as access to the state of the art Recreation Center (https://minesathletics.com/facilities/student-recreation-center/13) (fitness classes and training, swimming pool and more) and equipment rentals through the Outdoor Rec Center (https://minesathletics.com/sports/2016/7/10/outdoor-recreation-home.aspx) . We are proud to have recently opened an on campus daycare center (https://www.mines.edu/human-resources/employee-total-rewards/benefits/faculty-staff-benefits/more-for-you-aa/mines-early-childhood-center/) . For more details about benefits at Mines, visit mines.edu/human-resources/benefits . How to Apply Applicants must: Complete an online application (personal information, demographic information, veteran status) + Upload a resume or CV + Upload a cover letter Candidates must be currently authorized to work in the United States. For the full job announcement and to apply, visitjobs.mines.eduor Mines Jobs (https://mines.wd1.myworkdayjobs.com/en-US/Mines\_Careers/details/Director-of-IT-Service-Delivery\_JR106218) . References will not be contacted until later in the selection process and you will be informed before that contact is made. Application review will begin February 28, 2025. Please apply by February 27, 2025 at 11:59 p.m. as applications may not be received after that date. It is the intent of Mines to comply with the applicable requirements of the Americans with Disabilities Act and the Americans with Disabilities Act Amendments Act of 2008, and their implementation rules and regulations, in support of equal opportunities for qualified applicants. To meet this goal, Mines will make reasonable accommodations during the employment selection process and within our working environment. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on our site as a result of your disability. You can request a reasonable accommodation by contacting our Human Resources team at hr@mines.eduor 303.273.3250 for assistance. Successful Completion of a Background Investigation is Required for this Position. Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights Minimum Qualifications + Bachelor's degree from a four-year college or university in Computer Science, IT Management/Administration, Project Management, Instructional/Educational Technology, or equivalent advanced technical training and experience. + 5+ years in a supervisory, director, or senior manager role in IT operations or customer service delivery. + 7+ years actively developing and supporting customer relationships. + 7+ years in a technical troubleshooting and resolution role. + Experience managing an IT service desk. + Experience with writing professional communications to broad audiences. + Technical experience with a ticketing system and generating reports. + Experience leading computer troubleshooting and repair staff. + ITIL v3 or v4 Foundation Certification + Advanced customer service, analytical, and project management skills. + Strong leadership and collaboration skills and the ability to motivate a diverse team of professionals. + Outstanding interpersonal skills and the ability to develop, maintain, and cultivate relationships with internal and external customers. + ITSM knowledge, experience, and the ability to train others on these processes and activities. + Broad understanding of Windows, MacOS, iOS and Android. + Advanced level knowledge of productivity applications such as Microsoft Office and Google Workspace applications. + Excellent organizational skills, including the ability to prioritize and to manage multiple tasks simultaneously. + Skilled in customer research techniques that drive optimal customer experiences. Preferred Qualifications + Experience with information technology in education. + Experience writing policies and procedures. + Experience with Intune, MECM (SCCM) and JAMF device management. + Support Center Manager (HDI) Certification + Comfortable working in a dynamic environment and navigating ambiguity, while building a vision for future enterprise needs. + Working knowledge of the O365 suite of products. + Working knowledge of service management tools (TeamDynamics, ServiceNow, etc.) Supplemental Information About Mines & Golden, CO When the world looks for answers, the world looks to Mines. Colorado School of Mines is a top-ranked public university solving the grand challenges facing our society, particularly those related to the Earth, energy and the environment. Founded in 1874 with specialties in mining and metallurgy, Mines’ scope and mission have continually expanded to meet the needs of industry and society. Today, we are the No. 38 public university in the nation, recognized for our innovation and undergraduate teaching in science, technology engineering and math (U.S. News and World Report, 2023). Mines graduates are change makers, boundary breakers and problem solvers. Since our earliest days, a Mines education has been and continues to be a transformational opportunity, with one of the strongest returns on investment out there for talented STEM students of all backgrounds. At the same time, Mines faculty members are pushing their fields in new directions, whether that’s manufacturing, space resources, quantum engineering, carbon capture or more. Mines was recently classified as a R1 “Very High Activity” research institution by Carnegie, a notable feat for any university but particularly one of our size. That size – roughly 7,000 undergraduate and graduate students – also translates to a close-knit campus community, where employees have opportunities to get involved in multiple ways, continued professional learning is valued and everyone can make an impact. Community Alliance groups bring together employees for professional development, networking, cultural awareness and community involvement, and all Mines employees also have access to the wealth of activities happening every day on campus – nationally-renowned speakers, special events and Mines traditions like Engineering Days, just to name a few. And don’t get us started on our hometown. We are located in the heart of Golden, Colorado --with its charming historic downtown and nearby hiking trails – and in close proximity to all that Denver and the Rocky Mountains have to offer. That includes the sunny, high-altitude climate and outstanding outdoor recreation opportunities that make the Denver area an ideal place to live, work and play. Are you looking for an inspiring, mission-driven workplace where you can contribute to solving the world’s problems and educating the next generation of change makers? Are you an individual who values a community where our individual perspectives and experiences enrich the educational and work experience? Look to Mines. Equal Opportunity Colorado School of Mines is committed to equal opportunity for all persons. Mines does not discriminate on the basis of age, sex, gender (including gender identity and gender expression), ancestry, creed, marital status, race, ethnicity, religion, national origin, disability, sexual orientation, genetic information, veteran status or current military service. Further, Mines does not retaliate against community members for filing complaints regarding or implicating any of these protected statuses. Mines’ commitment to nondiscrimination, equal opportunity and equal access is reflected in the administration of its policies, procedures, programs and activities and in its efforts to achieve a talented student body and workforce. Through its policies, procedures and resources, Mines complies with federal law, Colorado state law, administrative regulations, executive orders and other legal requirements to prevent discrimination (including harassment or retaliation) within the Mines campus community and to address potential allegations of inequality or concerns for safety. Colorado's premier engineering and applied science university for 150 years and counting Please note that each agency's contact information is different; therefore, we encourage all applicants to view the full, official job announcement which includes contact information and class title. Select the job you wish to view, then click on the "Print" icon. Employer State of Colorado Address See the full announcement by clicking the "Printer" icon located above the job title Location varies by announcement, Colorado, -- Website https://careers.colorado.gov/ Please verify your email addressVerify Email