Department: MED-Central IT
Salary/Grade: ITS/83
Job Summary:
The Director, Customer Support supports the Senior Director of IT/Deputy CIO and is responsible for the overall IT customer support needs of the school, serving 36 departments, centers and institutes as well as central administration. The Director must interpret and develop both the technical and business function of operations. In addition, the role provides performance expertise to information systems end users. The Director evaluates and enhances workflow and supports metrics and project management. The position oversees new and existing contracts and assists in vendor negotiations. The Director also assists in the development of budget. The role requires deep functional and operational knowledge of desktop support metrics and requirements.
Specific Responsibilities :
• Partners with customers to create service level agreements, metrics, and key performance indicators to ensure that the Customer Support team is meeting the needs of the organization. Manages analysis, reporting and review of information and recommends changes to processes and procedures to improve customer support effectiveness.
• Work with fellow FSM IT senior leaders to create, revise, and implement a comprehensive strategic plan that identifies and addresses the current and future needs of the organization, promotes continuous improvement, and ensures financial stability.
• Collaborate with other schools at NU, Northwestern IT, and Northwestern’s clinical partners to identify areas of overlap, economies of scale, and resolve problem areas.
• Participate in the annual budget planning process, creating the annual budget for customer support services, and recommending for strategic financial allocation. Responsible for financial management of customer service IT budget, monitoring performance and accountable to Senior Director for financial performance and decisions.
• Other duties as assigned.
Minimum Qualifications:
• Successful completion of a full 4-year course of study in an accredited college or university leading to a bachelor’s or higher degree in a major such as computer science, information technology, or related, OR appropriate combination of education and experience.
• 7 – 10 years supervisory work experience in a professional information technology environment in customer support, in a medical center or higher education administration or other relevant experience is required.
Minimum Competencies:
• Excellent communication skills, both written and oral, accompanied by a pleasant personality and the willingness to work with and help others.
• Customer service experience required, with a proven ability to manage difficult situations with challenging customers.
Target hiring range for this position will be between $121,573 – $170,962 per year. Offered salary will be determined by the applicant’s education, experience, knowledge, skills and abilities, as well as internal equity and alignment with market data.
Benefits:
At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.
Work-Life and Wellness:
Northwestern offers comprehensive programs and services to help you and your family navigate life’s challenges and opportunities and adopt and maintain healthy lifestyles.
We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.
Professional Growth & Development:
Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you’re interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more .
Northwestern strongly recommends COVID-19 vaccinations and boosters for people who can obtain them as a critical tool for minimizing severe illness. More information can be found on the COVID-19 and Campus Updates webpage.
The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations. We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today.
Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Click for information on EEO is the Law.
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