The Rockefeller University seeks a Director of User Support and Experience to join Information Technology. The Director of User Support and Experience will be responsible for the oversight and strategic management of several diverse groups within Information Technology, including: Platform Applications Services and Support (PASS), User Support Services (USS), Help Desk, Audio/Visual and Media Support, and Creative Design. The Director of User Support and Experience will represent and evangelize the end user's perspective as part of the information technology leadership team. Will be adept at communicating, experienced with automated testing methodologies, familiar with collaboratively creating and implementing SLAs/SLOs, and equally passionate about working with both technology and people. Will possess a sound high-level technical understanding of both client-facing and back-end technical environments (and, importantly, view them both as holistic parts of service management), and will thrive within a service delivery environment.
Bachelor's degree or equivalent experience in Computer Science, Information Systems/Technology or a related technical or scientific field required; graduate degree preferred. Proven track record of successfully managing diverse technical staff required. Experience with work or ticket management systems (e.g ServiceNow, Remedy) and user-facing knowledge bases required. Experience with collaborative automated test tools (e.g. Cucumber, New Relic) desired. Experience in an academic computer environment or scientific laboratory highly desired. Familiarity with virtualization technologies and related tools (e.g. Vagrant, VirtualBox, VMware) a plus. Experience managing or supporting a Windows Enterprise Services infrastructure with a diverse technical endpoint environment (Windows Server OS, Microsoft Exchange, IDM, Authentication, etc.), and a track record of the promotion of automation (especially using PowerShell or other scripting tools) required. Familiarity with networking principles and protocols (e.g. TCP/IP, DNS) required. Knowledge of video production and creative tools (e.g. FinalCut, Maya) beneficial. Must have the ability to prioritize based on the objectives of multiple groups and build strong relationships across teams. Must have the proven ability and passion for continuous learning and the ability to critically evaluate new technologies. Understanding of Agile/Kanban techniques highly desired. Some familiarity with commercial cloud infrastructures (e.g. Amazon, Azure) required. Must possess a strong sense of ownership and accountability, along with a positive, constructive approach with an emphasis on collaboration and good execution.
We offer an excellent benefits package, tuition reimbursement and a competitive salary. The Rockefeller University is located on Manhattan's Upper East Side, on a 15-acre campus, along the East River (www.rockefeller.edu/views.php).
The Rockefeller University is an Equal Opportunity Employer - Minorities/Women/Disabled/Veterans.
Click here to apply directly using The Rockefeller University website.
Internal Number: IRC20592
About The Rockefeller University
The Rockefeller University is a world-renowned center for research and graduate education in the biomedical sciences, chemistry, bioinformatics and physics. The university's 72 laboratories conduct both clinical and basic research and study a diverse range of biological and biomedical problems with the mission of improving the understanding of life for the benefit of humanity.