Summary:
The Senior Director of IT Enterprise Services is a key management position responsible for overseeing the design, implementation, and administration of IT infrastructure services across University’s geographically diverse campuses in Puerto Rico, Florida, and other parts of the United States. This role will focus on managing systems, including servers, storage, cloud, network, and SaaS solutions to ensure reliable, scalable, and secure IT services across the university.
The Senior Director of IT Enterprise Services reports to and works closely with the Chief Information Officer and other key stakeholders to align IT infrastructure strategies with the university’s goals. This position is remote with occasional travel to campuses as needed.
Essential Duties and Responsibilities:
IT Infrastructure Management:
· Oversee the implementation, management, and optimization of IT infrastructure, including servers, storage systems, cloud services, network infrastructure, and SaaS solutions across University's campuses.
· Ensure IT systems are reliable, scalable, and aligned with the university's needs, with a focus on high performance and security.
Team Leadership and Development:
· Lead a team of System Engineers, System Administrators, Security Engineers, and Support Specialists responsible for managing and maintaining the university’s IT infrastructure.
· Provide guidance, training, and professional development opportunities to team members to foster a culture of excellence and continuous improvement.
· Manage staffing, including hiring, performance reviews, and career development.
Process Improvement and Documentation:
· Document and continuously improve the processes and workflows used in managing and maintaining IT infrastructure.
· Collaborate with internal teams to streamline operations and enhance service delivery.
Stakeholder Engagement:
· Work closely with internal departments and stakeholders to understand their technology needs and ensure the IT infrastructure supports the university's strategic objectives.
· Develop and maintain positive relationships with key university personnel to ensure alignment between IT infrastructure and academic/business requirements.
Vendor and Service Management:
· Manage relationships with third-party vendors, including managed service providers, to ensure the successful delivery of IT infrastructure services.
· Oversee vendor contracts, ensuring compliance with service-level agreements (SLAs) and business objectives.
Key Performance Indicators (KPIs):
· Define, track, and report on Key Performance Indicators (KPIs) to measure the effectiveness of IT infrastructure management.
· Provide regular performance updates to the CIO and relevant stakeholders to ensure alignment with university goals.
Technology Oversight:
· Oversee the procurement and management of IT assets such as servers, networking equipment, storage devices, cloud services, and related technologies.
· Manage budgeting, cost reductions, upgrades, patching, and system optimization for these technologies.
Collaboration with Internal Teams:
· Provide escalation support to the IT Support Services team.
· Work in close collaboration with other IT teams, including application support and security, to ensure a cohesive approach to infrastructure management.
· Ensure seamless coordination with internal teams for the effective delivery of IT services and system integration.
Supervisory Responsibilities: YES
· Lead and manage a team of System Engineers, System Administrators, Security Engineers, and Support Specialists to ensure the university's IT infrastructure is efficiently managed and optimized.
· Provide mentorship and professional development opportunities for team members.
Qualifications:
· Fully bilingual (English and Spanish)
· Bachelor’s degree in computer science, IT, or information systems, or equivalent experience.
· Chief Information Security Officer (CISO) experience is a plus
· At least 5 years’ experience leading to the management of multiple team managers/supervisors and a staff of at least 15.
· Hands-on experience with System Administration, System Engineering, Network Engineering, Incident Management, Change Management, and Project Management.
· Demonstrated staff management, client management, and communication management skills including hiring, performance reviews, performance improvement programs, and terminations.
· Strong understanding of IntraID, Windows, VMWare, Azure, O365, SDWAN, UCAAS technologies.
· Experienced in transitioning to a SAAS/Cloud model.
· Is a natural problem solver and critical thinker.
· Fluent in a variety of software, and systems.
Additional Skills:
· Team leadership and collaboration.
· Service-oriented mindset, prioritizing the best interests of both users and the institution.
· Accurate documentation and attention to detail.
· Strong research and organizational skills.
· Excellent written and verbal communication skills.
· Ability to thrive in a multi-task environment.
· Excellent telephone etiquette with a pleasant and friendly style.
· Strong time management skills.
· Effective complaint handling and conflict resolution skills.
· Versatility and adaptability in various situations.
