Director of Enterprise Application Support

Duties and Responsibilities

• Advance the division’s leadership model, across all relevant IT contexts and functions.
• Function as a contributing member of the leadership team for the Division of Student Success.
• Cultivate and maintain positive relationships with campus leaders.
• Develop, cultivate, and manage vendor relationships, contracts, and budgets for division IT services.
• Work with the Vice President of Student Success and other divisional and campus leadership to develop, implement and support and align IT procedures and services.
• Manage division IT labor and operational budgets.
• Manage all division student computer fee allocation (CFAC) funding requests.
• Participate in the development, implementation, and support three-to-five-year strategic goals for divisional IT needs that support the University strategic plan.
• Lead all EAS IT staff in oversight, including regular occurring team meetings, planning, and annual performance review.
• Campus: Cultivate and maintain positive relationships across administrative and academic units.
• Four-Campus: Cultivate and maintain positive relationships across 4-campus administrative and academic units.
• Coordinate and manage four-campus priorities and projects.
• Technical Direction: Represent the division in technical matters within the IT Community.
• Ensure that Information Technology supports students’ success during their journey at Montana State.
• Promote and provide adoption and training of enterprise and divisional IT services where applicable.
• Guide divisional and four-campus leadership, consultation, and management on technology purchases and technical direction.
• Support guidance on the security of systems and data used by the administrative offices and staff, in coordination with the Chief Information Security Officer.
• Identify specific enterprise technology needs for the division and determine appropriate solutions through collaboration across the division and applicable 4-campus community partners.
• Collaborate and coordinate requests for IT services across the MSU IT Community, and with four-campus Registrar, Admission, and Financial Aid teams.
• Document, track, and monitor problems to ensure resolution in a timely manner.
• Interact with customers regularly to build relationships and ensure customer satisfaction through Quality & Service Value.
• Staff Management: Supervise the day-to-day operations of the EAS team.
• Develop and implement strategies for continuous improvement of all applicable processes.
• Ensure that all support requests are well documented in the IT ticketing system from the creation of the ticket to the successful resolution.
• Isolate recurring incidents and trends to ensure that troubleshooting efforts are effective and consistently addressed until permanent solutions are found.
• Manage EAS to prioritize projects, meet schedules, and resolve technical, operational and personnel issues to ensure accountability.
• Assess needs and promote and provide professional development for IT staff members to ensure technical currency, cross training and ongoing growth.
• Manage IT resources to maintain a customer service-oriented environment.
• Ensure team members understand how daily work ties back to the University’s strategic plan.

  Required Qualifications

  • Bachelor’s degree, plus recent progressive experience in an IT field, or an equivalent combination of relevant experience and education to effectively perform the required job functions.
  • Demonstrated ability to translate business and technical needs into functional, technical requirements and manage large scale efforts across multiple remote locations.
  • Demonstrated understanding of data security principles and definitions (e.g. FERPA, DPPA, HIPA, GLBA) and management of data requests.
  • Demonstrated experience overseeing the planning, implementation and ongoing maintenance of complex software solutions.
  • Demonstrated experience organizing and prioritizing requests and projects from multiple stakeholders.
  • Well-developed interpersonal skills, including the ability to establish and maintain cooperative working relationships and navigate conflicting priorities.
  • Experience with enterprise-level ERP and/or CRM systems.
  • Knowledge of Performance Management, including remote employees, IT Change Management and IT Service Management best practices.

  Preferred Qualifications

  • Master’s degree in Computer Science, or closely related field.
  • Project Management experience or certification.
  • Work experience in a Higher Education environment.
  • Experience with enterprise-level ERP systems.