Director Field Services Job Description Sample
Director Field Services
The Director Field Service is responsible for overseeing a team of retail professionals ensuring all goals are achieved by meeting the client and customer objectives when representing their products at retail within an assigned territory.
Training/In Store Partnerships:
Travel weekly within territory to train team on in store procedures including sales technique, product knowledge, feature and benefits, real estate challenges, closing sale and market intelligence.
Communicate client priorities and expectations to managers
Build strong client and retailer relationships at all levels.
Attend client training seminars, conference calls and national meetings for further education on product and merchandising techniques.
Work closely with Sales and Client Services by assisting in creating and updating training modules.
Motivate team to meet goals and performance expectations.
Evaluate individual Managers' performances to ensure team is completing quality work and achieving strong compliance in region.
Ensure that Managers have staffed projects and monitored assigned work; strive to complete all territory assignments at 100%.
Ensure all requirements are met through frequent Quality Assurance checks by monitoring field visits and posted work completion.
Provide and interpret market intelligence from the field that will help our clients dominate within their market.
Share information and respond to questions from team regarding in store projects and priorities to help meet the client's needs.
Management Experience Required
Retail Experience Required
Proficient Technical Skills Required: MS Office Skills (Word, Excel, and Outlook); General PC Skills.
Weekend Work May be Required
Field Services Director - Energy Services
Mortenson's success is not a matter of luck; it's a result of our ingenuity, expertise, and exceptional people coupled with our unparalleled focus on customer service.
Our foundation and culture are based upon our company values of trust, safety, teamwork, responsibility, service and stewardship. We are inspired by a compelling purpose to build structures and facilities for the advancement of modern society and a mission to create an exceptional customer experience. Mortenson has built a reputation for being a leader in our industry and in the communities in which we live and work.
It all starts with our exceptional people and exceptional teams. Mortenson has been voted a "best place to work" over 40 times since 2002…
…What are you waiting for?!
Mortenson is currently seeking an experienced Field Services Director with the ability to interact with a variety of staff at all levels in an ever-changing environment, remaining flexible, resourceful, proactive and efficient with a high level of professionalism and confidentiality. Excellent written and verbal communications skills are vital, with attention to detail equally important. The Field Services Manager will Develop, guide, and enforce the strategic direction of the craft workforce, especially in regards to safety and quality, LEAN employment, business growth, and change management. Develop and grow customer relationships to drive successful projects to completion.
Establish and maintain professional working relationships with key customers and stakeholders in order to position the business for future growth
Direct overall financial adherence, forecasting, and overall profit and loss responsibility
Direct EHS and Quality programs and manage adherence to policy and behavioral programs
Responsible for developing and implementing strategies around LEAN and efficiency programs
Responsible for approving and ensuring that proposals and contracts are adhered to
Guide the overall direction of the business including growth opportunities and opening new markets
Manage overall team development and performance, including:
Responsible for setting and driving the vision, mission and strategy of the group
Follow up and review major Key Performance Indicators often with the team
Identify and provide development opportunities for the team
Mentor, coach and train team members as needed
Effective communication and active listening skills
Proven positive and professional attitude and strong customer service skills
Proficiency in Microsoft Word, Excel, Outlook, and Powerpoint
Strong leadership, communication, problem solving, initiative, and teamwork skills
Responsible for setting and driving the vision, mission, and strategy of the group
Ability to manage many customer relationships with professionalism and efficiency
Minimum of 8 years' experience in a managerial role
Experience in construction, manufacturing, or production preferred
Current Driver's License
Ability to relocate to either San Antonio, TX or Minneapolis, MN
Ability to travel up to 50%
Bachelor's degree in Engineering, Project Management, or related field
Graduate degree in Engineering or Business Administration preferred
Mortenson is an EOE/Affirmative Action/M/F/Veteran/Disabled employer.
Premium Services Director -Heinz Field
ARAMARK is a leader in professional services, providing award-winning food services, facilities management, and uniform and career apparel to health care institutions, universities and school districts, stadiums and arenas, parks and destinations and businesses around the world. The company is recognized as one of the "World's Most Ethical Companies" by the Ethisphere Institute, one of the "World's Most Admired Companies" by FORTUNE magazine and one of America's Largest Private Companies by both FORTUNE and Forbes magazines. ARAMARK seeks to responsibly address issues that matter to its clients, customers, employees and communities by focusing on employee advocacy, environmental stewardship, health and wellness, and community involvement. Headquartered in Philadelphia, ARAMARK has approximately 250,000 employees serving clients in 22 countries.
ARAMARK Sports and Entertainment:
The Sports and Entertainment division within ARAMARK Corporation serves more than 200 premier stadiums, arenas, convention centers and concert venues. Since 1975 we've created culinary memories throughout the United States. The secret to our success is that we start with great food and a well managed facility. We understand that ensuring a memorable experience for our customers goes far beyond the food we serve.
We are currently seeking a Premium Services Director for the ARAMARK operation at Heinz Field
Manage high volume catered food and beverage including suites, catering and concessions.
Plan, direct and control premium services year-round to meet operating and financial goals, client objectives and customer needs.
Premium services include the onsite Club Restaurant, Suites and VIP events.
Responsible for developing a management team to oversee these operations.
Bachelor's degree or equivalent experience is required.
A minimum of 5 years food service management experience is required.
Ability to manage in a fast-paced, diverse environment with focus on client and customer services, entrepreneurship and building and growing a strong business is essential.
P&L accountability and/or contract-managed service experience is desirable.
Candidate must be willing to be hands on with staff and operations and be willing to work event-based hours that include evenings and weekends.
Director Of Field Services
Responsible for managing and building multiple, simultaneous customer relationships through the implementation process, including project management to ensure a successful implementation.
Monitor daily, weekly and monthly operational metrics for the implementation team and ensure team is performing at or above expectations.
Actively engage with all deployments to ensure client expectations are exceeded
Liason with the Sales Executive to ensure relationships are maintained at the Dealer Ownership level.
Present at influential, strategic 20 Group meetings to discuss DMS conversions and provide first-person accounts of successful launches.
Abilility to present a Change Management process to the dealership that eases the customer transition to DT DMS.
Must be able to present to Dealer Ownership recommendations for unwilling-to-change dealership personnel.
Responsibility includes helping to design, model, develop and champion customer enhancements within the implementation process across the business.
Responsibility for managing the budget for the assigned region, which includes MRR attainment for region
Managing the client escalations and assigning the right teams to handle the resolution
Working closely with the customer to identify needs or product gaps and to set proper expectations for the customer and the DMS implementation team. Must be able to work with escalations in a manner to provide empathy, clarity, workarounds (if possible) and positive outcomes.
Development of process and procedures and collaboration with DMS sales management team
Collaboration with senior sales leadership to discuss strategic expectations of the customer and cascade them to the internal teams.
Coach and mentor Field Service Managers and Project Managers
Implement changes to improve customer experience
Proactively create new and innovative solutions to internal and external customer needs
Education: Bachelor's Degree Details: Bachelor's Degree or equivalent work experience
Experience: 10-15 yrs Details: Experience in the Automotive Industry is required
Experience dealing with Automotive Dealer Owners, Dealer Principals, and General Managers for escalations, difficult situations, requests for concessions.
Excellent public speaking and presentation skills.
Experience in managing cross-functional teams with the ability to initiate plans and projects; execute and ensure completion.
Excellent organizational, follow-up and time management skills with a strong attention to detail with ability to and manage daily, weekly, monthly and quarterly customer activities.
Demonstrated ability to remain flexible while responding quickly to changing priorities in a fast paced environment.
Ability to address client concerns through collaboration and communication skills
Strong analytical, interpersonal and communication (written and verbal) skills demonstrated integrity, values, principles, work-ethic and organizational skills with the ability to manage different priorities.
Highly developed decision making and problem resolution skills.
10 Years of experience in a management role focusing on management of projects and people
Working knowledge of implementation process procedure as well as service delivery
Field Director & Ass't Professor Of Social Work And Human Services
About Lesley University:
Located in Cambridge, Massachusetts, Lesley University is highly regarded for its graduate and undergraduate programs in education, the arts, and applied social sciences. Lesley fosters a highly creative environment in which innovative ideas thrive, theory is integrated with practice and its 7,000 students and 87,000 alumni are empowered to improve and enrich communities.
We are committed to active learning, scholarly research, critical inquiry, inclusive teaching and diverse forms of artistic practice through close mentoring relationships among students, faculty, and practitioners in the field. Lesley prepares graduates with the knowledge, skill, understanding, and ethical judgment to be catalysts who shape a more just, humane, and sustainable world. Lesley is a diverse, inclusive community with a strong commitment to the realization of social justice.
We offer a competitive benefits package that includes health, dental, life, and long-term-disability insurance. In addition, we offer generous amounts of vacation and holiday time, as well as a tuition remission policy that enables employees to expand their knowledge and skills.
Please note that the Service Employees International Union, Local 509 (SEIU), represents all core faculty at Lesley University.
Information on the Department:
The social sciences division is a multidisciplinary division of ten faculty members within the College of Liberal Arts and Sciences. Within our division, we have approximately 198 undergraduate students in five majors:
Children, Youth and Family Studies; Human Services; Global Studies; Political Science; and Sociology and Social Change. In our curriculum, we emphasize interdisciplinary teaching, research and collaboration, and applied and experiential learning.
The social sciences division of the College of Liberal Arts & Sciences of Lesley University is seeking a faculty member (full-time, 12 months) to teach in the disciplines of Social Work and Human Services and serve as the field director for our developing BSW program. Our new faculty member will be responsible for cultivating relationships with potential field placement sites in and around the greater Boston area in an effort to develop the field placement program for our developing BSW program.
The ideal candidate will be creative, willing to connect with, and travel to, potential field placement sites, while also playing a key role in both BSW program and curriculum development and assist in applying for program accreditation. In addition, we seek candidates who are able to teach courses in both Human Services and Social Work and who have experience working with diverse students and can provide evidence of inclusive teaching. In addition to the field placement work, the faculty member will responsible for teaching three to four courses during the academic year.
Applicants are required to have earned an earned MSW from a CSWE accredited school with Massachusetts Licensure or be license eligible; a DSW or PhD in Social Work is preferred. Candidates must also have at least five years post Master's social work experience. The new faculty member needs to be flexible in terms of course delivery models (e.g., face-to-face, hybrid, online). In addition to teaching undergraduate students, faculty members advise students, engage in academic scholarship, serve on appropriate college and university committees, and participate in recruitment and division activities.
An earned MSW from a CSWE accredited school with Massachusetts Licensure or license eligible; DSW or PhD in Social Work by June 30th, 2018, preferred.
Five years of post-Master's social work experience.
A record of successful teaching at the undergraduate level.
Demonstrable engagement in academic scholarship.
A well-developed research agenda.
Excellent verbal, written and interpersonal communication skills.
Must be authorized to work in the United States; if you hold a visa, your visa status must allow you to work at Lesley University.
Background checks are required for all positons.
Lesley University is an Affirmative Action/Equal Opportunity Employer, and is committed to increasing the diversity of the university community and the curriculum. Candidates who believe they can contribute to this goal are encouraged to apply.
A cover letter, CV/resume, and contact information for three references must be included for full consideration.
Applications will be reviewed upon the establishment of an appropriate pool of candidates. For full consideration, please apply before March 16, 2018.
This position begins with the fall 2018 academic year.
Sr. Director Of Field Services
Everi was born when two companies that have served the casino industry for decades — Global Cash Access and Multimedia Games — became one with the mission of becoming a transformative force on the casino floor. Upon its launch in 2015, Everi is committed to expanding its innovative and creative reach, building a culture based on the tenets of respect and transparency, and continuously striving to see how the company can help patrons and operators alike have transcendent experiences on the casino floor. www.everi.com
This position is located in Austin, TX
Exercises discretion and independent judgment in managing and guiding Regional Managers in their daily administrative support activities, including installation, repair, preventive maintenance, and engineering change upgrades to be performed at client sites; provides procedures and applications to support their needs.
Customarily and regularly approves and monitor expenses associated with Field Service, ATM Operations and related special projects.
Maintains communication with design management and AQ in resolving technical problems and/or conveying problems to the design department's attention.
Actively leads the organization in providing technical support and new product service starts for external customers.
Customarily and regularly oversees development and activation of technician and management engagement initiatives, e.g., talent development, tech communications, technical skill growth programs, rewards, and recognition programs.
Customarily and regularly participates in customer meetings to evaluate service level delivery and represent field execution capabilities.
Manages the overall cost structure and operational plan across the field service organization ensuring customer expectations, profitability and reliability standards are met.
Delivers recommendations to drive short, medium, and long-term performance for operational improvements.
Conducts ongoing and annual organizational assessments to provide training, development, and service recommendations.
Customarily and regularly directs the work and manages the personnel issues of direct report employees including recruiting, hiring, training, scheduling, and staff evaluation, and recommending or initiating promotions, transfers, and disciplinary action.
Exercises discretion and independent judgment in planning, organizing, leading, coordinating, developing implementing, evaluating, and supervising the ATM, Kiosk, and Games Field Services departments.
Customarily and regularly provides strong leadership; develops and sets individual and departmental goals and acts as a change agent.
Performs other related duties as assigned
Qualifications / Work Experience:
Bachelor's Degree in Business Administrator, Management or Liberal Arts
Minimum 12 years of on-the-job experience in the gaming industry.
Proficiency in Microsoft applications, especially Excel, Word, Outlook and PowerPoint.
Everi is an Equal Opportunity Employer. All qualified applicants and employees will be afforded equal employment opportunities without discrimination because of race, creed, color, national origin, sex, age, disability, marital status, or any other characteristic or class protected by federal, state, or local law.
For All Recruitment Agencies
Everi does not accept agency submittals.
Field Health Services - Director
Manages the daily activities of the Field Health Services team comprised of prior authorization, concurrent review, utilization management and case management. Develops and manages provider partnerships to achieve quality and cost management objectives. Works with the Market Medical Director, contracting and provider relations departments coordinating, monitoring and evaluating services and outcomes (clinical and financial) to maximize the healthcare of the member and service to our provider partners.
Develops, along with the Medical Director, departmental and team member goals and meets with team members on a periodic basis to review and assess associate's performance.
Oversees the implementation of clinical programs and strategies.
Accountable for all monthly and quarterly client reports regarding utilization review and case and disease management. Ensures timeliness and accuracy of the reports for Medical Director review and approval.
Serves as a conduit for communication between the client and the company. Works to resolve issues related to members, providers and any WellCare utilization review or case/disease management process.
Oversees the utilization management-medical advisory committee (UMAC) each quarter along with all agenda, materials and communication with external/internal presenters. Ensures accuracy of meeting minutes and provides to the quality improvement committee timely.
Partners and collaborates with other departments cross functionally to provide all necessary documents for NCQA and/or state quality reviews and to participate in audits as needed.
Coordinates department projects and activities to meet budget figures and appropriate deadlines.
Creates, disseminates and communicates daily, weekly and monthly data and information summaries to both team members and senior management for review.
Proactively monitors appropriate metrics to drive up efficiency.
Manages process improvement initiatives, develops and implements workflows and develops policies & procedures.
Monitors work flow processes and outcomes to ensure business goals are met.
Manages and develops direct reports who include supervisory and/or exempt professional personnel including but not limited to hiring, focal point reviews, PIP, terminations, etc.
Partners and collaborates with other departments cross functionally regarding Health Service initiatives and serves as a representative for Health Services on interdepartmental teams.
Provides guidance on issues related to clinical practice, authorization process, benefits and other utilization and case management issues.
Effectively communicates with internal/external customers to provide information, resolve issues and promote a positive relationship between departments, providers and members.
May develop and manage provider partnerships to achieve quality and cost management objectives (IPA groups, ancillary providers, etc.).
Serves as a conduit for communication between corporate teams, market teams and providers on issues related to utilization and case management.
Performs special projects as needed.
This position is contingent upon the bid award in the state of Kansas to WellCare Health Plans, Inc.1
- A Bachelor's Degree in nursing, public health, business administration or related field required.
Licenses / Certifications:
Licensed Registered Nurse (RN) required.
Certified Case Manager (CCM) preferred
Certified Professional in Healthcare Quality (CPHQ) preferred.
- 10 years of experience in current case or utilization management. experience with experience in ER/critical care, discharge planning and bedside care required.
- 4 years of management experience required.
- 5 years of experience in managed care required.
Ability to create, review and interpret treatment plans.
Demonstrated negotiation skills.
Ability to lead/manage others.
Demonstrated problem solving skills.
Demonstrated interpersonal/verbal communication skills.
Knowledge of community, state and federal laws and resources.
Demonstrated written communication skills.
Ability to effectively present information and respond to questions from families, members, and providers.
Strong oral and written communication skills including the ability to effectively present information and respond to questions from families, members, and providers as well as the ability to relate effectively to upper management.
Ability to effectively present information and respond to questions from peers and management.
Ability to work independently, handle multiple assignments, establish priorities, and demonstrate high level time management skills.
Demonstrated time management and priority setting skills.
Ability to multi-task.
Knowledge of healthcare delivery.
Knowledge of utilization and case management principles and criteria sets such as InterQual, Medicare guidelines, etc.
Previous experience working with treatment teams to meet the healthcare needs of participants.
Strong clinical knowledge of broad range of medical practice specialties.
Intermediate proficiency in Microsoft Outlook, Word and Excel required.
Intermediate proficiency in Microsoft Access and/or Visio preferred.
Knowledge of or the ability to learn company approved software such as CRMS, Peradigm, InterQual, Sidewinder and other software in order to perform job duties.
Intermediate proficiency in a Healthcare Management System.
Deputy Director Of Public Works – Field Services & Engineering
3/23/2018 at 11:30pm
The City of Pacifica is a beautiful community located on the coast, just south of San Francisco and is framed by the ridges of the Coast Range on the east, Montara Mountians on the south and the Pacific Ocean on the west. Rich in history, Pacifica is a quiet, family-oriented community. The population is approximately 40,028 with an area of 12.6 square miles.
The City operates under the Council-Manager form of government. Legislative authority is vested in a five member City Council elected at large for four-year overlapping terms.
The City employees 158 full-time and 100 part-time and seasonal employees in the following departments: City Attorney's Office; City Manager's Office; Finance; Fire; Human Resources; Parks, Beaches and Recreation; Planning and Economic Development; Police and Public Works.
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151 Milagra Drive Pacifica, 94044
The City of Pacifica is recruiting for the Deputy Director of Public Works – Field Services & Engineering . The Deputy Public Works Director will report to the Public Works Director and will directly oversee the Field Services & Engineering Division.
With a total division staff of 26 and a $3.4 million budget, the Deputy Director will directly supervise the Field Services Manager (maintenance of streets, parks, trees, vehicles, and public facilities) and Civil Engineer (public infrastructure projects, transportation planning and traffic engineering, and emergency management technical services during natural disasters).
The Deputy Director will be expected to take charge of the division, hit the ground running with current projects and conduct all long-term planning for future needs. Individuals selected will be hands-on managers that will lead a dedicated staff while identifying best practices for policies, procedures and future operations.
The Deputy Director will team with the Director and operate in an open and collaborative manner with the entire City organization. It is also critical that the Deputy Director has the ability to communicate clearly to the organization and community.
A Bachelor's degree in civil engineering or a closely related field is required; a Master's degree is desirable. In addition, five years of increasingly responsible professional civil engineering experience involving design, plan checking, project management and construction management is required.
Municipal professional engineering and supervisory experience is highly desirable. Possession of a valid certificate of registration as a Civil Engineer issued by the State Department of Registration for Professional Engineers is required.
The annual salary range for this full-time exempt management position is $142,200 to $166,812, and appointment will be made based on the qualifications of the selected candidate. In Addition, the following benefits are provided.
Retirement - CalPERS: 2.5% @ 55 (classic) or 2% @ 62
Health Benefits: Health benefits are offered through the CalPERS Health Program. The City will contribute toward the cost of health benefits to cover a majority of the premium, based on coverage level.
Dental: City has a self-funded dental plan (Delta) that typically covers 100% of paid premiums for dental expenses and provides $2,000 in lifetime orthodontic benefits.
Vacation Leave: 15-27 days annually depending on years of service.
Holidays: 11 paid holidays annually and 2 floating holidays.
Administrative Leave: 60 hours per year (no cash value)
Sick Leave: 12 days accrued annually
Deferred Compensation: choice of three plans
Long-Term Disability Insurance and Life Insurance: City provides paid long-term disability and life insurance coverage through Voya Financial, and an Employee Assistance Program through MHN.
Director, Integrity Field Services
The Director will report to the President of Integrity Solutions and work to develop and execute a strategic plan to operate an exceptional Integrity Department. This position will serve in a key role to improve the overall effectiveness, technology and customer satisfaction and will focus on identifying opportunities where the Company can assist clients with full-service Integrity Management Program offerings. The incumbent will also have operational responsibilities for Integrity Solution operations in Houston, Kansas City, Ohio and any future locations which house Integrity Solutions.
Develop and execute a strategic plan to operate an exceptional Integrity Department.
This position will serve in a key role to improve the overall effectiveness, technology and customer satisfaction.
This position will focus on identifying opportunities where the Company can assist clients with full-service Integrity Management Program offerings; these items include:
GIS/data integration solutions
Corrosion Evaluation Services
Integrity Assessments Engineering
Operational responsibilities for Integrity Solutions operations in the Houston, Kansas City, Ohio offices.
Planning, budgeting, strategic opportunities and oversight of all proposal activity.
Other duties as assigned.
Bachelor's Degree in Engineering or Business Management or equivalent relevant technical experience.
Typically requires 10 or more years of progressive responsibility in integrity related projects.
Typically requires 10 years as senior or lead role on projects.
Must have in-depth knowledge of engineering, compliance, and integrity theories and principles.
Ability to provide input and solve difficult/specialized technical issues that require an extensive knowledge related to technical/functional project field.
Ability to find solutions derived from available resources provided internally and/or externally, including policies and procedures.
NACE Certifications preferred.
Able to identify problems and seek solutions. Able to make decisions on specific project items which are in keeping with and will promote corporate objectives and goals.
Requires strong verbal and written communication skills.
Able to lead others in varied and complex tasks.
Able to make final recommendation/s in area of expertise
Proficient in PC operations, including spreadsheet, word processing and database programs.
Ability to organize and conduct project meetings.
An ability to independently develop a project schedule.
Strong attention to details.
Ability to work in a team environment.
Ability to effectively work and supervise others and assist in their growth and advancement.
Ability to work flexible hours, occasionally in excess of a normal work week.
Ability to travel as dictated by project requirements.
Ability to organize and conduct project meetings.
Ability to demonstrate initiative and assertiveness, the ability to plan and manage work in an efficient manner, and the ability to work well under stress and time pressures.
Director Of Client Support Services – University Information Services (Uis)
Located in a historic neighborhood in the nation's capital, Georgetown offers rigorous academic programs, a global perspective, exciting ways to take advantage of Washington, D.C., and a commitment to social justice. Our community is a tight knit group of remarkable individuals interested in intellectual inquiry and making a difference in the world.
Director of Client Support Services – University Information Services (UIS)
The Director of Client Support Services works with the client community in Georgetown University, as well as internal UIS departments, to plan and provide endpoint and infrastructure support to approximately 8,000 computer systems and mobile devices utilized by the end-user community. S/he maintains the UIS service catalog, routing and escalation rules, and KB integration in support of the service desk operational requirements. The Director leads and/or participates in UIS and University-wide strategic committees and programs such as Computer Replacement Cycles, Computer Acquisition and Standards, and other initiatives involving desktop services that could impact services across many other UIS and non-UIS departments. Reporting to Director for Service Management, and indirectly supervises 14 technical staff members and 18 student employees, the X Director of Client Support Services has duties that include but are not limited to:
Organizational Development and Supervision
Develops strategic plans, and also organizes and structures team composition and assignment areas based on resources and client needs; orients teams to the clientele including administration, faculty, and staff at their desktop, classrooms, and labs on the Main Campus and at the Medical Center; assures team members have the necessary skill sets to meet the needs of the community served involving all aspects of desktop, network, and communications support; identifies staffing requirements and puts in place training programs to utilize existing staff to populate the teams; and communicates to immediate supervisor additional staffing requirements as the need arises.
Builds a good working relationship with client communities served in order to manage expectations, address needs and enhance existing services; and works with other UIS groups to negotiate memorandums of understanding (MOU) and service-level agreements (SLA) with the client community
Explores unique support alternatives and proposes options to extend support to areas requiring special resources and areas managing their own desktop resources; as needed, forms special back-up teams including either FTE staff or contractors to handle migrations, upgrades, and address staff shortages.
Establishes and sets goals, priorities and metrics within these areas of responsibility; defines the necessary policies and procedures to ensure that work is performed efficiently following standards, protects the privacy and security of user's data and GU systems, and meets the needs of the specific communities served; puts in place processes to balance priorities and address the cyclical needs of various client communities; ensures that these processes, policies procedures and priorities are communicated to the client community with the assistance UIS support groups and stakeholders; works closely with UIS to ensure that service request issues are resolved in a timely manner and to the client's satisfaction following established guidelines and parameters; explores options for remote troubleshooting practices to be used by team members; handles escalations of extreme user frustration or emergency nature.
Plans for and manages existing desktop resources, including voice, video and data technologies; puts in place the necessary asset management tools and procedures to track resources and replacements cycles; evaluates technology standards, performance of current software, hardware and systems and recommends changes or enhancements as required; works collaboratively and participates in planning efforts with groups to perform capacity planning, upgrade core business systems and technology services in classrooms, labs and student residence halls; works closely with UIS Business Service Center to handle financing and billing issues; and submits budgetary projects for a 3-5 year time frame.
Works with other UIS organizations to develop an accurate inventory of the hardware and software in its own organization; and works with other UIS organizations to develop an inventory of those organizations not directly supported by UIS.
Special Projects Management
Desktop Replacement Cycle Project Assesses and develops the yearly desktop replacement plan that impacts several departments; develops strategies for ordering, receiving, and storing systems have to be developed; and ramps up time, deployment schedules, early notification contact management, along with excellent organizational and interpersonal skills in a very dynamic environment to ensure minimal impact on the client community.
Deployment of Special Hardware and Software Organizes technical teams to work with UIS departments to install and upgrade university applications that impact on various departments in Georgetown University and Georgetown University Medical Center.
Performs additional project management duties beyond the daily provision and maintenance of current desktop technologies such as core information systems migrations, departmental moves, infrastructure upgrades and University-wide security and technology initiatives affecting the endpoint devices.
Long Range Planning and Leadership
Provides leadership by identifying and setting in motion the changes that can enhance the ability of endpoint support group to meet user's needs and expectations for short and long-term support.
Participates in Service Management and UIS senior organizational staff meetings.
Serves on and represents UIS in several University-wide strategic committees.
Pro-actively identify service and organizational problems affecting the user community and works with Directors, Associate Directors and Managers as appropriate to implement solutions.
Stays abreast of current and emerging technologies and service delivery issues which affect the nature faculty, staff and student technology needs through contact with professional organizations, literature, industry vendors and colleagues at peer institutions.
Bachelor's degree in a technical field, preferably IT or equivalent work experience - Master's degree preferred or additional education or years of work experience
Preference for IT certifications
7 to 10 years hands on experience in both the technical field and the management field
Experience in higher education environment
Experience in operating in a decentralized fashion across a dispersed geographic location
Ability to take on both short-term planning issues and strategic issues and planning within this group that can also span into other major groups
Flexibility and skill in handling a wide range of management and organizational issues
Ability to recognize and understand various technical issues involving internal staff and Georgetown University faculty, administration, and staff members
Excellent understanding of infrastructures of a networked environment
Excellent troubleshooting and technical skills
Ability to formulate and forecast budgets as well as understand and negotiate contracts
Experience managing staff and dealing with sensitive personnel matters
Good interpersonal skills in working with faculty, staff, students and vendors
Good problem solving, diagnostic, and verbal and written communication skills
Ability to stay current with advancing endpoint support and network technologies
Positive attitude and leadership skills, patience
Good organizational and team building skills
Strong customer service orientation
Availability and willingness to travel, to work in multiple locations in the greater DC area, and to work evenings and weekend when needed
Working knowledge of current endpoint operating systems such as Windows, macOS, Linux, iOS, and Android
Understanding of networking principles, protocols, and emerging technologies
Understanding of enterprise endpoint management systems and best practice security and configuration management such as AD, SCCM, and Jamf Pro
Understanding physical network infrastructure, including switches, VLANs, network cabling concepts and protocols
Experience with telephone and video services, including VoIP, soft client support, and online video conference software
Understanding of IT Service Management principles
Experience in training users and staff
Current Georgetown Employees:
If you currently work at Georgetown University, please exit this website and login to GMS (gms.georgetown.edu) using your Net ID and password. Then select the Career worklet on your GMS Home dashboard to view Jobs at Georgetown.
Please note that in order to be considered an applicant for any position at Georgetown University you must submit a cover letter and resume for each position of interest for which you believe you are qualified. These documents are not kept on file for future positions.
If you are a qualified individual with a disability and need a reasonable accommodation for any part of the application and hiring process, please click here for more information, or contact the Office of Institutional Diversity, Equity, and Affirmative Action (IDEAA) at 202-687-4798 or firstname.lastname@example.org.
Need some assistance with the application process? Please call 202-687-2500
Georgetown University is an Equal Opportunity/Affirmative Action Employer fully dedicated to achieving a diverse faculty and staff. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, national origin, age, sex (including pregnancy, gender identity and expression, and sexual orientation), disability status, protected veteran status, or any other characteristic protected by law.
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