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Assistant Program Director, Service Operations

Assistant Program Director, Service Operations

Posting Number 
Location : Location 
US-NY-New York
Posted Date 
Compensation Grade 
Band 53
NYU IT (WS1170)

More information about this job

Position Summary

The Service Operations Assistant Program Director oversees the coordination and administration of all aspects of the Service Operations portfolio including planning, organizing, staffing, leading, and controlling program activities. The Assistant Program Director will represent faculty, staff, and student needs and advocate for those needs both within ITS and also in the larger NYU community. The Assistant Program Director will identify areas where gaps exist within the desired services provided to faculty, staff, and students and will create a viable and usable solution that is in line with ITS goals. The Assistant Program Director will use client feedback and other information to construct routine metrics for service health, identify critical issues, and drive improvements in satisfaction and value. Key responsibilities include but are not limited to the following: 

  • Plan the delivery of the overall Service Operations portfolio and its activities in accordance with the mission and the goals of the organization.
  • Develop new initiatives to support the strategic direction of the organization.
  • Develop and implement long-term goals and objectives to achieve the successful outcome of the program.
  • Develop an annual budget and operating plan to support the multi-year roadmap for the Service Operations portfolio.
  • Develop a program evaluation framework to assess the strengths of the program and to identify areas for improvement.
  • Develop funding proposals for Service Operations to ensure the continuous delivery of services.
  • Write reports on the health and status of the Service Operations portfolio.
  • Ensure that the delivery of emerging projects operate within the approved budget.
  • Monitor and approve all budgeted project expenditures.
  • Ensure that all financial records for the program are up to date.
  • Identify and evaluate the risks associated with program activities and take appropriate action to control the risks.
  • Monitor the program activities on a regular basis and conduct an annual evaluation according to the program evaluation framework.
  • Report evaluation findings to the Sr. Director of Service Operations and recommend changes to enhance the program, as appropriate.

Other duties: 

  • Defines and tracks service metrics and work with staff to meet client needs and service standards.
  • Implements appropriate controls and quality assurance; ensures adherence to the process, consistent and efficient trouble resolution, error reduction, and continuous process improvement.
  • Ensure that programs within Service Operations provide consistent, high-quality services, including client feedback, trouble-ticketing documentation, and escalation of support requests.
  • Develop 3-year program roadmaps for all programs within Service Operations.
  • Participate in planning short-term and long-term goals that relate to technology support services for the NYU community.
  • Develop marketing and promotional materials designed to help faculty, staff, and students identify available services and locations.
  • Develop and implement a program of process improvements to ensure that quality and/or customer satisfaction improvements are achieved.
  • Utilize client feedback and other information to identify critical issues and drive improvements in satisfaction.



Required Education:
Bachelor’s degree

Preferred Education:
Master’s degree.

Required Experience:
At least five years’ experience providing technical support or equivalent combination.

Preferred Experience:
Management experience and experience in a higher education environment preferred.

Required Skills, Knowledge and Abilities:
1. Excellent oral and written communication skills. 2. Demonstrated ability to manage, mentor and develop staff, including in technical areas. 3. Demonstrated exceptional customer service skills. 4. Demonstrated ability to work successfully in a fast paced and changing environment. 5. Demonstrated ability to motivate and mobilize a team around shared goals. 6. Demonstrated ability to juggle multiple, competing responsibilities. 7. Demonstrated ability to successfully manage small-to-medium scale projects. 8. Knowledge of University policies and procedures. 9. Advanced knowledge of contemporary desktop computing technology, including Mac, Windows, Unix and Mobile OS, hardware and software applications.

Additional Information

EOE/AA/Minorities/Females/Vet/Disabled/Sexual Orientation/Gender Identity

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