Deputy CIO, College Technology Services

Plans, organizes, and manages the delivery of technology services to the colleges of the District in a manner that optimizes local technical operations, ensures the consistent, reliable, and repeatable delivery of services to students, faculty, staff, and public, and aligns the delivery of information technology services with the missions and goals of the colleges and District.

Plans, organizes, and manages the delivery of technology services to the colleges of the District which encompasses: customer support services for students, faculty, staff and the public; technical consulting with college business leadership regarding technical support and service enhancement requirements; liaison with specialized technology teams on college-based projects; monitoring and reporting service levels; communication and outreach to customers; and employee training and development.

Optimizes the utilization of college technology resources by applying appropriate concepts, technologies and workflows.

Manages the standardization and the development of specifications for the acquisition of technology equipment at the colleges; establishes standardized approaches for the maintenance repair, and replacement of a wide range of technology related equipment; negotiates and administers contracts with vendors.

Manages the introduction of any enhancement, modification, update, installation, or removal of any hardware, software, interface, or database that will impact existing college production environments.

Oversees the operations of the District’s technology service desk for local and remote computer and network users and ensures that established service levels are met.

Participates in the planning and implementation of District-wide IT bond projects impacting college technology services.

Plans, implements, tests, and maintains a disaster recovery plan for individual college IT operations; coordinates responses to high risk or multi-college emergency.

Provides periodic reports of IT systems activities to achieve and maintain performance measures.

Collaborates with centralized technology engineering and operations teams in the design, develop, and testing of new college technology services and solutions.

Develops and implements plans for the introduction of any enhancement, modification, update, installation, or removal of any hardware, software, interface, or database that will impact the college environments.

Consults with college business stakeholders and leadership for the purpose of identifying customer requirements, assessing impacts to other areas, considering available options, comparing costs and benefits, and recommending solutions.

Develops and oversees the implementation of on-site college service delivery, response, security, and recovery policies, standards, and protocols; establishes and implements the use of metrics to benchmark and improve operational excellence.

Develops communication plans to inform college customers about service offerings, including what each service does and does not include, eligibility, service limitations, cost, how to request services, how to get help, and staff contacts.

Develops and implements training strategies, standards, solutions, plans, and schedules for college technology staff by conducting formal training needs analysis and field research; providing customized, up-to-date, and relevant training/ learning solutions; and ensuring consistent and convenient delivery of training opportunities; oversees employee compliance with required job certifications and qualification standards.

Ensures accountability and accuracy for management of college technology assets, vendor contracts, software licensing, and hardware support.

Plans and manages the operating budget and program budgets for college technology services throughout the District.

Maintains effective and cooperative working relationships with administrators, functional and technical team members, and users.

Manages, leads, and evaluates staff members of assigned technical units.

May act for the Vice Chancellor/Chief Information Officer in his/her absence.

Performs related duties as assigned.

A Deputy Chief Information Officer, College Technology Services, provides oversight and management of technical units tasked with supporting the college technology services and needs; delivers operational support and problem management for thorough issue resolution; accountable for driving the customer perspective throughout the organization participates in executive-level decisions and development of strategies and budgets to achieve the objectives and goals of Information Technology Services to best support the mission of the College

A Deputy Chief Information Officer, IT Infrastructure and Software Systems Support, provides oversight and management of technical units tasked with supporting the operations of the District’s enterprise networks, application and system software, data center, and technology service desk.

A Vice Chancellor/Chief Information Officer is the District executive responsible and accountable for providing vision, strategic planning, and leadership for all technology functions and operations throughout the District including, but not limited to, data centers, technical service centers, production scheduling, technology service desks, communication networks (voice and data), classroom support, computer program/applications development and maintenance, and computer systems operations in a manner that effectively supports the instructional, student services, and business needs and operations of the District and is consistent with industry standards and best practices.

General supervision is received from the Vice Chancellor/Chief Information Officer. General supervision is exercised over Regional Managers, College Technology Services. Technical direction may be provided to assigned supervisory, professional, and technical IT staff.

Knowledge of:

Principles of (enterprise) network design, development, implementation, and operations

Network systems, protocols, and standards such as: TCP/IP, NAT, 802.1x, MPLS, OSPF, and BGP

Network management, network availability, and capacity planning tools

Technology and methodology of application and system software

Principles and practices of information technology security

Capabilities, operation, and maintenance requirements of a wide range of technology

Principles, techniques, and practices of technology project management

Principles of data storage, backups, and recovery

New developments in computer network and systems technology

Principles of planning and process control, documentation, and program testing

Customer Service Key Performance Indicators and Metrics

Principles of organization, management, and work simplification

Principles of supervision, team building, training, and personnel management

Principles and practices of budget preparation and control

Ability to:

Provide oversight and management of technical teams engaged in providing support to the District’s enterprise networks, application and system software, data center, and technology service desk operations

Plan and organize assigned operations to meet critical deadlines and to provide alternative procedures in emergencies

Recognize critical elements of operational problems, develop and evaluate data, determine solutions, and react independently and promptly to situations and events

Write clear and precise technical procedures and documentation for system operations and configuration

Consistently use and promote professional standards and practices related to assignments

Establish and maintain effective and cooperative working relationships with administrators, technology staff, users, and vendors

Establish and maintain a positive, productive relationship with operational leadership and staff

Actively contribute to a culture of constructive collaboration and innovation with colleagues

Acquire knowledge of new technologies and system software and apply that knowledge to solving operational problems

Effectively communicate highly technical information accurately, concisely and in understandable terms both orally and in writing

Effectively communicate with a wide audience, including staff within IT, vendors, consultants, subject matter experts, end users, and university leadership

Manage personal and institutional data in accordance with legal, regulatory, administrative, and contractual requirements

Maintain high level of customer service and satisfaction; deliver on promised outcomes and increase the integrity and confidence in technology service delivery

Effectively allocate and utilize the human, fiscal, and physical resources available for assigned area

Motivate, direct, train, and develop others

Stay abreast of current trends and technical advancements in the network technology and systems software and apply knowledge to operational problems

Prepare and administer budgets and expenditures

Travel to colleges and offsite meetings

Education and Experience:

A bachelor’s degree from a recognized college or university, preferably with a major in computer science, computer information technology, computer engineering, or a related field.

AND

Five years of recent, full-time, paid, professional-level experience in delivering technology solutions for IT infrastructure and systems operations including information systems design, information systems development, network administration, and IT security in a large enterprise environment. Two years of the required experience must have been in a supervisory capacity. Experience with an institution of higher education is desirable.

Special:

A valid Class "C" California driver's license must be obtained within 10 day of establishing residency in the State of California.

Travel to locations throughout the District is required.

Reasonable Accommodation:

Our class specification generally describes the duties, responsibilities, and requirements characteristic of the position(s) within this job class. The duties, responsibilities, and requirements of a particular position within this class may vary from the duties of other positions within the class.

In accordance with the Americans with Disabilities Act (ADA), the Los Angeles Community College District provides reasonable accommodation to qualified individuals with covered disabilities on a case-by-case basis throughout the application, examination, and hiring processes and throughout employment. If an individual is in doubt about his or her ability to perform the duties and responsibilities of a position or possession of any other requirement noted in a class specification or job announcement, he or she should always apply for a position and request reasonable accommodation at the appropriate time.