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Information Technology Services
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86077 Requisition #

Director, CRC Field Support

UIT - End User Experience


Who you are:
  • You have led both individuals & teams and loved it.  
  • You are strategic and can execute.  You have experience managing and directing desktop support teams or services in a heterogeneous environment.
  • You are not afraid of the hard conversations, and you are an excellent listener. You love to give and receive feedback. You understand that relationships are critical at work, and it shows.
  • You can balance different contexts while understanding the operational imperatives of a support team.  
  • You love using technology of all types but are adept at making it work for others. You often think about where technology is taking us and are the person people ask to explain what the latest tech headlines mean to them.
  • You strive to lead groups and teams at an organization like Stanford that makes a difference. 

What is CRC, and what does it do?
  • We are an internal cost recovery endpoint support team at the university, which means we live on our own bottom line and strive to provide customer value every single minute of every single day.
  • Our techs are self-starters and independent thinkers, technically minded but with a significant set of soft skills and know-how to improvise when needed. Most spend their day moving about our clients' buildings and cycling through our home bases, so the group is active, knowledgeable, and fun.
  • 2020 is CRC’s 23rd anniversary, and we are going strong. We welcome change and what is coming next while never forgetting our core values of client service and technical expertise.

Your role as CRC Director
  • You would lead a team of 10 or more techs who are involved in multiple services across a variety of clients and additionally, may be expected to manage two experienced team managers
  • You would meet with clients often, championing the user experience on every project. You’d build new services to fill University needs, develop and lead team members, as well as collaborate across CRC, our Clients, and University IT.
  • Beyond the day to day management of your team and support of your clients, you would be a part of a group of leaders defining and executing CRC’s ever-evolving strategy and balancing it with client priorities and University needs.
  • You would set strategy and direction for UIT’s desktop support services and ensure service delivery meets expectations across our portfolio. 
  • You would manage the CRC budget and finances in conjunction with the Senior Director of EUX and explore new financial models that may benefit the university. 
 

Strike a chord? Take a look at the wordy job description below.


Essential Functions

Responsible for staffing, service delivery, and client satisfaction of a CRC team or teams. Engage with the Stanford community to partner on service offerings, security issues, and improve efficiency


Working with the EUX Leadership Team, strategize and lead through the implementation of tools and processes to support the entire computing lifecycle.

 

Develop, build and maintain strong business relationships with new and existing clients. Function as main contact for existing contracts and partner with clients to deliver IT solutions.

Advise clients in setting technology directions and making technology choices that best support their needs. Collaborate with other UIT workgroups to address these needs. Be fiscally responsible for the management of the CRC’s expenses including salary, training, vendor charges, and equipment. Identify new service opportunities.


Qualifications

A commitment to the success of the customer along with an understanding of how to enable that success through information technology and business management. This position requires at least 5 or more years of progressive experience in a client-focused IT environment, including experience in staff management and supporting service delivery. Bachelor’s Degree or an equivalent combination of education and experience is required.

 

Shown ability to lead, manage, plan, and support a technically oriented environment. Ability to work independently and exercise good judgment. Experience hiring, supervising, mentoring and performance management required.

 

Excellent customer relationship skills, consensus building skills, and ability to establish working relationships in a diverse and distributed organization; flexible in adapting to clients’ changing needs.

 

Ability and willingness to handle balance priorities and high-stress situations, including upset or angry clients.

Excellent verbal and written communication skills required. Including the ability to communicate in both highly technical and non-technical environments. Financial management experience desired.

 

Ability to identify, prioritize, and problem solve quickly and make decisions that meet University objectives, in a collaborative culture. Knowledge of and commitment to standard methodologies in delivering support and services. Apply sound supervisory practices and meet University compliance standards and practices.

 

*-The job duties listed are typical examples of work performed by positions in this job classification and are not designed to contain or be interpreted as a comprehensive inventory of all duties, tasks, and responsibilities. Specific duties and responsibilities may vary depending on department or program needs without changing the general nature and scope of the job or level of responsibility. Employees may also perform other duties as assigned.

 

Consistent with its obligations under the law, the University will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.

 

Stanford is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.


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