Associate Director IT - End User Services

Hiring Department ITS Operations Job Description JOB SUMMARY As a campus strategic partner, Information Technology Services (ITS) strives to transform how we deliver technology, software, and services to advance the mission, vision, and core values of the institution in support of teaching, learning, research, and administrative functions. ITS encourages proactive collaboration with UMSL students, faculty, and staff to create an inclusive culture of decision‑making to support our efforts of continuous improvement of the delivery of IT services. Associate Director of IT – End User Service es provides strategic leadership and operational oversight of end‑user technology services, including the Technology Support Center, academic computing labs, classroom technology environments, and Triton Card operations. Ensures reliable, accessible, and high‑quality user support aligned with institutional priorities while advancing service delivery through modern tools, analytics, and proactive support models. PRIMARY RESPONSIBILITIES IT Service Delivery & Operations – 30% Lead operations for the Technology Support Center, classroom technology, and academic computing labs Ensure consistent, high-quality end‑user support services across campus Oversee service delivery models, staffing strategies, and performance outcomes Manage lifecycle processes for classroom and lab technology, including refresh and maintenance Oversee Triton Card service operations and related user support functions Ensure services meet expectations for availability, performance, and user experience Strategic Leadership & Service Improvement – 25% Lead IT service management (ITSM) initiatives in partnership with UM System Direct change management processes to ensure controlled and effective technology deployment Drive modernization of classroom and lab environments Advance continuous improvement through service analytics, automation, and self‑service capabilities Support adoption of emerging technologies, including AI‑enabled support tools Partnerships & Customer Experience – 20% Collaborate with faculty, academic departments, and campus leadership to align services with needs Enhance the student, faculty, and staff experience through reliable and user‑centered services Provide executive and critical user support strategies Ensure compliance with accessibility standards across supported technologies Financial & Resource Management – 15% Develop and manage operational budgets for end‑user services Oversee vendor relationships, contracts, and service agreements Ensure effective allocation of resources to support strategic priorities Manage computer asset lifecycle and inventory controls Program Oversight & Innovation – 10% Oversee workplace technologies and collaboration platforms Drive initiatives that improve employee productivity and experience Monitor trends in higher education IT and implement innovative service models Support campus‑wide initiatives related to digital transformation and user enablement As with all positions, may perform other job‑related responsibilities as needed to support departmental and campus‑wide needs. CORE COMPETENCIES Strategic Thinking and Leadership IT Service Management and Operational Excellence Customer Focus and Service Orientation Communication and Collaboration Change Management and Innovation Data‑Driven Decision Making WORKING CONDITIONS & PHYSICAL REQUIREMENTS Work is primarily performed in an office and campus technology environment with regular interaction with faculty, staff, students, and external partners. The role requires occasional movement between campus locations and the ability to use computer systems and audiovisual technologies. The position involves sustained problem‑solving, decision‑making, and leadership responsibilities. SUPERVISORY RESPONSIBILITIES Directly supervises multiple professional and technical staff supporting help desk operations, classroom technology, and academic computing labs Responsible for hiring, performance management, coaching, and staff development Oversees cross‑functional teams and may lead project‑based resources Applicants must be authorized to work in the United States. The University will not sponsor applicants for this position for employment visas. Shift 40 hours week Monday thru Friday Minimum Qualifications Bachelor’s degree and at least 10 years of relevant experience; OR Master’s degree and 6 years; OR Doctorate and 4 years Minimum of 6 years of progressive management experience in IT or related field Preferred Qualifications Experience in higher education IT environments Knowledge of ITIL or IT service management frameworks Experience with classroom AV technologies and academic computing environments Demonstrated success in leading digital transformation or modernization initiatives Anticipated Hiring Range $81,744 – $124,904 Grade: GGS-013 University Title: ASSOCIATE DIRECTOR IT Benefit Eligibility This position is eligible for University benefits. As part of your total compensation, the University offers a comprehensive benefits package, including medical, dental and vision plans, retirement, paid time off, short- and long-term disability, paid parental leave, paid caregiver leave, and educational fee discounts for all four UM System campuses. For additional information on University benefits, please visit the Faculty & Staff Benefits website at Equal Employment Opportunity The University of Missouri is an Equal Opportunity Employer. ADA accommodations To request ADA accommodations, please email the Office of Human Resources at View email address on click.appcast.io. #J-18808-Ljbffr