Director of IT Services

Job Level
Senior position
Job Category
  • Technology
  • Information Technology
Job Status
Areas of Responsibility
  • Information Technology
  • Services / Service Management

Embry-Riddle Aeronautical University's IT Team is hiring a Director of IT Services. Reporting to the Executive Director of IT Services, the Director will serve as an advocate for the Daytona Beach Campus technology needs. Ensure the Information Technology strategy is aligned with the Daytona Beach Campus business strategy. Partner with the Daytona Beach leadership to develop and execute technology strategic and tactical initiatives. Assist, collaborate and engage with the Daytona Beach Campus constituents to develop business solutions. Provide project management and oversight of IT projects for Daytona Beach. Maintain open communications between IT and the Daytona Beach Campus. Serve as primary point of contact. Translate campus business needs and identify the "right" IT resources to meet those needs.

Responsibilities include the following:

Maintain open communication with faculty, staff and students to better understand their technology requirements and issues. Effectively communicate the campus needs to others in Information Technology. Communicate and promote University Information Technology initiatives and standards to the campus community. Ensure all issues are addressed and handled appropriately.

Responsible for developing and managing project plans and resource assignments to ensure timely and accurate completion. Meet with customers to determine computing needs.

Ensure highest level of performance from the team, through strong leadership and open communication. Ensure the quality and quantity of work meets the standards set by University Information Technology Services. Perform personnel functions as assigned for employees.

Attend meetings and briefings related to computing support. Participate in committees and task forces as assigned. Collaborate with University and other Campus Information Technology departments in the development of strategic and tactical plans.


Required Qualifications:

  • Bachelor's degree in information technology or related field

  • At least five years of progressive leadership experience within an IT support environment

Preferred Qualifications:

  • Experience working within Higher Education

Knowledge, Skills and Abilities:

  • Transparent and high integrity leadership

  • Extensive experience managing operational customer service teams

  • Excellent Customer Service skills

  • Excellent writing and communication skills. Ability to communicate with various levels of customers to understand the problem. Must maintain a positive, professional image

  • Good organizational skills

  • Ability to plan, manage and implement tasks in a complex university environment

  • Ability to learn new things and keep up with the pace of change in technology

  • Solid understanding of the business needs of the campus and the needs of the students

  • Ability to look for and develop long-term solutions and be proactive in addressing the needs of the campus

  • General knowledge of information technology trends and practices including networking and desktop computing standards

  • Ability to collect the appropriate information from the user to expedite the resolution the problem. Demonstrate good judgment in investigating and escalating problems

  • Ability to apply project management processes to IT projects (e.g., Proposals, Charters, Work plans, etc.) and make adjustments based on individual project complexity and scope

  • Demonstrate ability to tactfully handle difficult situations and ability to maintain composure under pressure

  • Consistently show ability to recognize and deal with priorities. Recognize and perform duties which need to be performed

  • Ability to coach and develop team members

  • Ability to manage vendor relationships and grow business partnerships to enhance IT services

  • Seek guidance and direction as necessary for performance of duties

  • Maintain cooperative working relationships with University and other Campus Information Technology staff members

  • Ability to support IT Core Values by focusing on improvements, believing in our team and partners throughout the university, learning from mistakes, being accountable for actions and showing determination, focus and tenacity

Primary Location: United States-Florida-Daytona Beach

Job: Information Technology

Education Level: Bachelor's Degree

Employee Status: Regular

Schedule: Full-time

Shift: Day

Travel: Yes, 25 % of the Time