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About the Role

The Associate Director, IT Services directs the department’s on-site service operations, supervising staff who provide end-user computing, classroom technology, and campus service support. This role establishes priorities, monitors service performance, and ensures the quality and consistency of technology services delivered to the campus. The position also directs escalation and communication during service disruptions and acts on performance trends to prevent recurrence.

Responsibilities

Supervises assigned staff, including assigning and scheduling work, establishing priorities, monitoring workload, and reviewing work for quality, completeness, and timely service delivery.
Conducts performance evaluations, establishes performance goals, and provides ongoing coaching, feedback, and professional development.
Participates in recruitment, selection, onboarding, and training of employees within the unit.
Manages performance and initiates corrective action, as appropriate, in consultation with Human Resources and in accordance with applicable policies and collective bargaining agreements.
Approves or coordinates time, leave, schedules, and staffing coverage in accordance with applicable policies and collective bargaining agreements.
Maintains service delivery through group assignment queues, with the status and history of work visible across the team.
Holds the team collectively accountable for service level, queue, and backlog performance, and monitors volume, aging, and distribution to rebalance staffing and coverage.
Ensures appropriate cross-training, documentation, and knowledge sharing so that critical services and systems are not dependent on a single employee.
Leads post-incident review, including examination of whether the response depended on a single individual, and directs the resulting corrective work.
Maintains effective working relationships with employee representatives and administers applicable provisions of collective bargaining agreements in coordination with Human Resources.
Manages the day-to-day delivery of technology support services to students, faculty, and staff, including the service desk, classroom technology support, and campus event support.
Establishes and monitors service levels, response and resolution targets, and queue performance; reports on results and acts on trends.
Serves as the escalation point for disruption in classrooms, lecture halls, examination rooms, and event spaces; directs response to restore instruction and limit downtime and communicates status to affected faculty and administrators.
Coordinates support coverage for the academic calendar, including term start, examinations, commencement, and major campus events.
Has primary managerial and operational accountability for the condition, performance, and lifecycle management of installed classroom and event A/V systems, including presentation, audio, control, and videoconferencing systems, and establishes and oversees the standards, processes, and priorities for their maintenance, support, and refresh.
Establishes and oversees technology readiness verification for the academic calendar, including pre-term and pre-examination room checks, and directs corrective work arising from them.
Develops and manages the operating budget for service operations, including equipment refresh, consumables, and support contracts.
Manages relationships with service, A/V, and classroom technology vendors, integrators, and consultants, including scope definition, performance against contracted terms, and acceptance of installed work.
Represents IT Services in classroom, learning space, and facilities renovation projects, defining technology requirements and reviewing proposed designs.
Directs commissioning and acceptance testing of new installations and is accountable for the technical quality of work accepted on behalf of the College.
Plans equipment lifecycle and refresh cycles in coordination with the Executive Director and infrastructure staff.
Evaluates service demand, staffing capacity, technology needs, and operational trends to inform departmental planning, project prioritization, and process improvement initiatives, with a focus on improving service delivery, reliability, and resource utilization.
Applies institutional information security, procurement, records, and other applicable policies and requirements to the unit’s operations; identifies and addresses compliance issues as appropriate.
Communicates service changes, outages, operational expectations, and other technology-related information to the campus community in plain language.
Represents IT Services on campus committees, working groups, and cross-functional initiatives as assigned, providing operational expertise and contributing to discussions and decisions affecting technology support services.

Requirements

Bachelor's degree in a related area and/or equivalent experience or training required.
Work requires technical knowledge normally acquired through professional training and certification or an equivalent combination of education and experience.
Minimum seven years of experience in technology service delivery is required, including at least three years with direct responsibility for classroom or event A/V service in a multi-room environment, and at least two years of supervisory or lead responsibility in those areas, or an equivalent combination of education and experience.
Experience supervising in a represented environment is preferred.
Experience in higher education is preferred.
Demonstrated ability to supervise staff, including assigning work, evaluating performance, and addressing performance concerns.
Ability to manage service delivery against defined service levels and to act on performance data.
Working knowledge of integrated A/V control, presentation, audio, and videoconferencing systems sufficient to set service standards, direct troubleshooting, and evaluate the work of staff and vendors.
Ability to establish readiness, maintenance, and refresh standards for instructional technology and to hold staff and contractors to them.
Ability to communicate clearly with non-technical audiences, including faculty and senior administrators.
Ability to establish and maintain cooperative working relationships with students, faculty, and staff.
Ability to work collaboratively with colleagues across the department and with other institutional units.
Ability to manage budget and vendor relationships.
Ability to manage priorities, projects, and competing demands with a high degree of autonomy.
Ability to work effectively with people from diverse backgrounds at all organizational levels.
Pre-employment background check required.

Skills

End-user computing
Classroom technology
Campus service support
Service level monitoring
Escalation management
Performance trend analysis
Operational readiness
Instructional technology
Event technology
Supervision
People management
Performance evaluation
Coaching
Feedback
Professional development
Recruitment
Selection
Onboarding
Training
Corrective action
Time and leave coordination
Staffing coverage
Service delivery management
Group assignment queues
Cross-training
Documentation
Knowledge sharing
Post-incident review
Employee relations
Collective bargaining agreements
Service desk management
A/V systems management
Budget development
Vendor relationship management
Information security policy application
Procurement policy application
Records policy application
Compliance issue identification
Campus communication
Committee representation
Working group participation
Cross-functional initiative participation
Integrated A/V control systems
Presentation systems
Audio systems
Videoconferencing systems
Budget management
Vendor management
Priority management
Project management
Demand evaluation
Staffing capacity evaluation
Technology needs assessment
Operational trend analysis
Process improvement

Location

San Francisco, California

Work Type

Full-Time
On-site

Experience Level

Associate Director
Minimum seven years of experience in technology service delivery
At least three years with direct responsibility for classroom or event A/V service in a multi-room environment
At least two years of supervisory or lead responsibility in those areas

Education Level

Bachelor's degree in a related area
Equivalent experience or training

Salary/Compensations

$95,000 - $105,000

Benefits

Comprehensive medical, dental and vision insurance coverage
Flexible Spending Accounts for transportation-related, healthcare and dependent care expenses
Employee Assistance Program
Life Insurance
Disability Insurance
Legal Insurance
Deferred Compensation Plans/Pre-tax Retirement Savings Programs
Fifteen paid holidays per year
Generous vacation and sick leave
Commuter Benefits Program

About the Company

UC Law SF is an equal opportunity employer.
UC Law SF strives to provide a diverse and inclusive educational environment that fosters cultural awareness, mutual understanding and respect.
UC Law SF is interested in candidates who will contribute to diversity and equal opportunity in higher education through their teaching.

Equal Opportunity

Qualified women and members of underrepresented minority groups are strongly encouraged to apply.