Associate IT Director - ISC HireIT

Associate IT Director - ISC HireIT

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn's distinctive interdisciplinary approach to scholarship and learning. As an employer Penn has been ranked nationally on many occasions with the most recent award from Forbes who named Penn one of America's Best Employers By State in 2021.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

COVID-19 vaccination is a requirement for all positions at the University of Pennsylvania. New hires are expected to be fully vaccinated before beginning work at the University. For more information about Penn's vaccine requirements and the use of Penn Open Pass, visit the Penn COVID-19 Response website for the latest information.

Posted Job Title
Associate IT Director - ISC HireIT

Job Profile Title
Information Technology Director

Job Description Summary
Information Systems & Computing (ISC) is the University of Pennsylvania's central IT organization, providing the core network, data, voice, video, and enterprise application infrastructure and services upon which Penn's numerous Schools and Centers build their unique tools and capabilities.

SC's 270-plus employees work closely with the University's IT organizations in order to create, deliver and support products and services that help Schools and Centers operate efficiently and effectively. We strive to be easy to work with, and to serve as a trusted advisor to Penn's IT community, faculty, staff and students in support of an environment of discovery and progress.

ISC's focus on customer service and the high-quality, cost-effective, reliable implementation of modern IT solutions advances the mission of the University, as well as that of each individual School and Center. At Penn, technological freedom and departmental autonomy represent dearly held core values. ISC supports those ideas by providing foundational services and cogent counsel, empowering individuals and departments to employ their distinct strengths in support of their goals.

HireIT Services team provides best-in-class IT service delivery in a matrix environment to more than 1000 clients across a diverse collection of campus organizations. The position will interact daily with clients who have varying levels of technical expertise and provide them with top-tier support and consulting; this requires a combination of sound independent judgment, a professional demeanor, and superior technical ability. The ultimate goal of our IT specialists is to form trusting professional relationships with our clientele.

The Associate Director will lead and manage the Service Desk Operations for Information Systems and Computing's (ISC's) HireIT. Manages HireIT staff responsible for all front line support services offered by ISC's HireIT Service

Job Description

The Associate Director will lead and manage the Service Desk Operations for Information Systems and Computing's (ISC's) HireIT. Manages HireIT staff responsible for all front line support services offered by ISC's HireIT Service. Mentors and develops a highly engaged and responsive support team; leads the team in proactively forecasting client needs, diagnosing and resolving technical issues. Ensures that proper staffing and skill levels are maintained during operational hours. Works with ISC service teams, external vendors, client representatives from across the campus community, and technical staff to coordinate and improve delivery of services to HireIT's client base. Introduces new services to enhance and optimize the client experience. Work as a team member to provide escalated technical, policy & partnership support and related services to HireIT clients. Diagnose & resolve complex technical problems utilizing relevant computing hardware, software, network & cloud services. Assists Director of HireIT with client outreach to review annual HireIT expenditures, inventories, renewal cycles, and metrics; participates in mission continuity planning exercises; solicits feedback to strengthen the HireIT-Client partnership.
  • Assumes accountability for ensuring a high level of client satisfaction and quality of services
  • Serves as Client Advocate to follow all requests and issues to a satisfactory closure
  • Leads continuous improvement of the incident management and service delivery processes
  • Identifies, implements, and documents best practices and standard operating procedures with an eye for scalability and sustainability
  • Advances the use of a knowledge repository to share information and to encourage client self service
  • Performs trend analysis, and develops action plans for improving service timeliness
  • Produces performance metrics, surveys and management reports; applies metrics to affect positive change


Bachelor's Degree with 3-5 years of related experience or equivalent combination of education and experience is required.
  • A minimum of at least three years of staff management experience, preferably in large team or matrix setting .
  • Strong people, communication, collaboration and client service skills in addition to strong leadership, management, and technical skills.
  • Strong intellectual curiosity and proven ability to be an adaptable change leader.
  • Demonstrated ability to develop staff to meet evolving business needs as well as demonstrated ability to engage with high-profile clients with diverse needs and priorities.
  • Experience creating dynamic and continuously improving work environments.
  • Solid technical foundation with experience managing a service desk and delivering exemplary client service.
  • Ability to effectively define and balance operational, managerial and strategic responsibilities; a strong record of collaboration and partnership with clients and other IT service providers.
  • ITIL certification desirable.

Working Conditions

Office, library, computer room

Physical Effort

Typically sitting at a desk or table

Typically standing or walking

Intermittently sitting/standing/stooping
Occasional lifting 25 lbs. or less

Occasional lifting 25-50 lbs

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
Information Systems and Computing

Pay Range
$74,476.00 - $162,146.00
Salary offers are made based on the candidate's qualifications, experience, skills, and education as they directly relate to the requirements of the position, as well as internal and market factors and grade profile.

Affirmative Action Statement
Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements
Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

University Benefits
  • Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family's health and welfare. You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.
  • Tuition: Take advantage of Penn's exceptional tuition benefits. You, your spouse, and your dependent children can get tuition assistance here at Penn. Your dependent children are also eligible for tuition assistance at other institutions.
  • Retirement: Penn offers generous retirement plans to help you save for your future. Penn's Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis. Choose from a wide variety of investment options through TIAA and Vanguard.
  • Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year. This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family-whatever your personal needs may be.
  • Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility. If you apply when you're newly hired, you won't have to provide proof of good health or be subject to underwriting requirements. Eligible family members must always provide proof of good health and are subject to underwriting.
  • Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life. That's why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.
  • Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.
  • University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities. Take advantage of the University's libraries and athletic facilities, or visit our arboretum and art galleries. There's always something going on at Penn, whether it's a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples. As a member of the Penn community, you're right in the middle of the excitement-and you and your family can enjoy many of these activities for free.
  • Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff. Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff. You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.
  • Flexible Work Hours: Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments. These approaches involve use of non-traditional work hours, locations, and/or job structures.
  • Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.
  • Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.

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