Rockefeller University Director of User Support and Experience in New York, New York
Job Title Director of User Support and Experience
Laboratory / Department Information Technology
The goal of Information Technology (IT) is to provide information resources and services to accelerate and support scientific research at The Rockefeller University. Our department is responsible for cyberinfrastructure, high-performance computing, bioinformatics, decision support, data analytics, cybersecurity, and the scientific and administrative software environment at the university. The department is in the midst of a major transition in culture, including the adoption of DevOps and Agile practices, the facilitation of self-service approaches, as well as a "cloud first" deployment philosophy.
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.