Job Listings

Director, IT Collaboration and Customer Care

The University of Arizona
Job Location:
Tucson, Arizona
Network/System Administrator

Posting Number: req11077

Department: COM Info Technology Services

Location: UAHS - Tucson

Address: 1501 N. Campbell Avenue, Tucson, AZ 85724 USA

Position Highlights

The University of Arizona College of Medicine-Tucson's IT Services Department is currently seeking applicants for a Director, IT Collaboration & Customer Care (UCAP Job Title: IT Architecture Manager III) to assist the department in representing the College of Medicine-Tucson in many different levels of IT collaboration and cooperation among the College, UA Health Sciences, across campus, and with our Health Care partners. The position will demonstrate a strategic mindset that can articulate multiple business objectives, at an executive level, while driving results and leveraging the team in every interaction with our customers.

The position duties include supervision of the Senior Manager of Computer Services as well as oversee the recruitment, training and retention of the 18 member Computer Services team. Additionally, the incumbent will utilize expertise in areas of Information Security, Infrastructure, Research Computing Services, and customer care to influence and facilitate on-going and newly-created collaborative relationships and cooperation between College of Medicine business units, Health Sciences, Healthcare partners, data privacy offices, and UITS.

Outstanding UA benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; UA/ASU/NAU tuition reduction for the employee and qualified family members; state and optional retirement plans; access to UA recreation and cultural activities; and more!

The University of Arizona has been recognized for our innovative work-life programs. For more information about working at the University of Arizona and relocations services, please click here.

Duties & Responsibilities

  • Oversee operation of an 18-member Computer Services team, alongside the Senior Manager.
  • Manage the development of Computer Service team roles and Key Performance Indicators (KPI) used for evaluation purposes and recruitment efforts.
  • Create staff training for Computer Services technicians.
  • Oversee and implement information technology on-boarding/off-boarding processes for all employees in collaboration with HR professionals and departmental administrators.
  • Oversee and contribute to the budget allocation processes regarding IT tools and equipment, computer refresh programs, and software vendor management.
  • Serve as IT liaison between selected computer manufacturers, software vendors and the College.
  • Lead RFP process for major Computer Services software purchases for COM-IT and the College.
  • Develop and execute Computer Services related Memo of Understanding (MOU), revisit terms annually; ensuring costs and services remain justified and recommend adjustments as needed.
  • Communicate new projects, IT initiatives, and updates from COM-IT to the College, University of Arizona Health Sciences (UAHS).
  • Promote and facilitate internal collaboration among: Information Security & Risk Assessment, Infrastructure & Research Computing Services, and Computer Services. Lead the discussion and projects/initiatives that involve these areas.
  • Maintain up-to-date knowledge and understanding on the following: information security, regulatory data management, evolving information systems technology, equipment, and software.
  • Consult with colleagues and subordinates in the planning, execution, and implementation of College/University-wide IT projects.
  • Lead efforts to evolve, develop, and build a best-in-class Information Technology Service team to continuously improve KPIs, customer satisfaction metrics, and employee engagement and retention for the Computer Service team.
  • Represent the College in many different levels of IT discussion across campus as assigned.
  • Responsible for creating, developing, and maintaining relationships with internal COM-IT team members, campus partners, and campus stakeholders including UAHS, Banner, UITS, and other University colleges and departments.
  • Responsible for the development and dissemination of major IT communication to members of the College.
  • Identify and assess customer needs to achieve satisfaction while resolving possible issues and complaints.
  • Interact with departmental leadership regularly to build and strengthen relationships and seek areas for improvement on computer services.

Minimum Qualifications

  • Bachelor's degree or equivalent advanced learning attained through professional level experience required.
  • Minimum of 7 years of related work experience, including 3 years of managerial experience, or equivalent combination of education and work experience.

Preferred Qualifications

*Excellent written and verbal communication. *Problem-solving and critical-thinking skills. *Ability to lead and influence others. *Up-to-date knowledge of latest IT development, hardware and software. *Ability to explain highly technical concepts in simple terms. *Knowledge of computer security best practices and compliance. *Good research and analysis skills. *Demonstrate high expectations of self and others by holding self and others responsible to meet commitments, find solutions, and own outcomes.

FLSA: Exempt

Full Time/Part Time: Full Time

Number of Hours Worked per Week: 40+

Job FTE: 1.0

Work Calendar: Fiscal

Job Category: Information Technology

Benefits Eligible: Yes - Full Benefits

Rate of Pay: $89,740 - $122,495

Compensation Type: salary at 1.0 full-time equivalency (FTE)



Career Stream and Level


Job Family

IT Architecture

Job Function

Information Technology

Type of criminal background check required: Fingerprint criminal background check (security sensitive due to job duties)

Number of Vacancies: 1

Contact Information for Candidates

Casandra Sanchez |

Open Until Filled: Yes

Documents Needed to Apply: Resume and Cover Letter

Diversity Statement

At the University of Arizona, we value our inclusive climate because we know that diversity in experiences and perspectives is vital to advancing innovation, critical thinking, solving complex problems, and creating an inclusive academic community. As an Hispanic-serving institution, we translate these values into action by seeking individuals who have experience and expertise working with diverse students, colleagues, and constituencies. Because we seek a workforce with a wide range of perspectives and experiences, we provide equal employment opportunities to applicants and employees without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or genetic information. As an Employer of National Service, we also welcome alumni of AmeriCorps, Peace Corps, and other national service programs and others who will help us advance our Inclusive Excellence initiative aimed at creating a university that values student, staff and faculty engagement in addressing issues of diversity and inclusiveness.

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