Information Technology (IT) supports the University's vision, values, mission, and goals by providing IT infrastructure, systems, administrative applications, academic resources, and related services to faculty, students, and staff. Embracing DU’s Impact 2025, the division partners with administrative and academic units to align strategic goals and operational plans, providing unified service in the spirit of “One DU”.

Department Summary

The IT Customer Services Department provides customer-focused support for a wide variety of technology resources campus-wide, at the University of Denver. Through a combination of distributed IT staff tiered support and a call center, this customer-centric department collaborates with campus partners to manage, maintain, and support the infrastructures for the multi-dimensional ways needed to support teaching, learning, events, and the day-to-day business operations at the university.

Position Summary

Reporting to the Assistant Vice Chancellor for IT Customer Services, the position is responsible for the oversight of the multiple levels of service and support that the department provides campus-wide. Responsibilities include the management, hiring, training, and implementation of staffing and scheduling for direct reports; working with faculty and teaching assistants, students, staff, and community patrons in multi-dimensional ways to support teaching, learning, and events. The position is also responsible for leading and managing AV projects and the installation of audiovisual (AV) systems to ensure compliance with project specifications and university initiatives in learning, meeting, and event spaces. The position requires the manager to remain current with industry best practices and collaborate within a team environment. This position possesses an understanding of established procedures, can resolve complex issues, and applies skills and knowledge in multiple functions.

Essential Functions

• Responsible for the day-to-day oversight of the department, providing multiple levels of service and support campus-wide, coordinating daily workflow, and determining department priorities based on needs assessment in collaboration with the AVC.
• Provide technical expertise and excellent customer service to individuals utilizing technology across campus, supplying information to principal users regarding policies and procedures.
• Provide excellent communication to our community, developing strong working relationships with other units within the IT division, and collaborative partnerships with academic and administrative units.
• Provide AV design, consultation services, and project management to all units across campus, and facilitate AV projects, renovations, and upgrades, utilizing project management tracking, progress, and status reports.
• Collaborate with campus partners to manage the audio-visual infrastructure across campus, working with a variety of customers to acquire a thorough understanding of project requirements and objectives, including, but not limited to, technical, contractual, financial, schedule, construction coordination, materials, and scope of work.
• Development and coordination of designs that meet functional and budgetary requirements for audio-visual systems, including review of drawings and documentation.
• Create and manage multiple project schedules and necessary resources for all assigned projects, including but not limited to AV installations, control systems programmers, engineers, and contracted vendors, and provide those schedules to the project team and customers.
• Work with various vendors and other internal departments such as Facilities Planning and Management to obtain and review all contract documents, including, but not limited to, bid drawings and specifications, contract, project workbook, subcontractor scopes of work, and construction schedule.
• Work with the IT PMO
• Coordinate and manage AV design funding, providing annual projections for upgrades, and planning data for development and forecasting.
• Provide regular reports of job progress to all stakeholders. Assist with or facilitate the ordering of materials upon approval of design-build projects.
• Work with approved vendors and qualified subcontractors to solicit quotes that will meet design specifications.
• Generate and/or respond to project communications, including, but not limited to, requests for information, any and all design documentation, change order documents, room readiness reports, or any delays which could impact completion date, including punch-list items, field reports, sign-off documents, or other supporting documentation.
• Establish an effective and positive working relationship with constituents, providing quality customer service to all stakeholders.
• Evaluate new and emerging technologies for their utility and impact in an academic setting, staying abreast of developments in the technology industry.
• Assist in the management of equipment assets and inventory, determining rotation and maintenance schedules in collaboration with the team.
• Demonstrate strong organizational, analytical, and problem-solving skills to evaluate situations, make recommendations, and take prompt, effective corrective action.
• Hire, train, review, and supervise a team of IT support specialists, providing technical training and best practices to improve skill sets and optimize individual and team performance.
• Assist with project management and participate as a member of project teams to ensure collaboration and dissemination of information effectively and efficiently.
• Draft, implement, and execute policies and procedures to facilitate a quality customer service experience.
• Establish performance metrics for customer service representatives.
• Establish service levels and requirements for the department.
• Identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Assist the AVC in the development and implementation of strategic directions for the department in alignment with the division’s strategic goals and the university’s transformative directions.

Supervisory Duties:

• Oversee and supervise the Departments full-time and part-time non-benefitted staff, which may include students.
• Recruit, interview, hire, and train departmental staff.
• Oversee the daily workflow of the department.
• Provide constructive and timely performance evaluations.
• Handle discipline and termination of employees following company policy.

Knowledge, Skills, and Abilities

• Comprehensive knowledge of IT concepts, practices, and procedures with the ability to apply that knowledge in complex, difficult, and/or unprecedented situations
• Must be able to interact with all members of the University community
• Strong verbal and interpersonal communication skills; must be able to communicate with diplomacy and tact, both in person and on the telephone
• Strong leadership and management skills with the ability to critically reason and apply reasoning to significant technology problems
• Manage problems that are highly varied and complex, with the capability to troubleshoot and perform well under pressure
• Ability to create and interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Excellent analytical skills to investigate IT problems, collect data, and develop resolutions to help resolve problems
• Good organizational skills with the ability to prioritize work
• Demonstrated commitment to creating and supporting an inclusive and equitable culture by embedding diversity into all aspects of the workplace

Required Qualifications

• Bachelors degree, including computer-related course work or an equivalent combination of education and experience is necessary
• Demonstrated knowledge of current audio-visual technologies, networking, and systems protocols.
• Experience managing a multi-dimensional, complex project.
• 5 - 8 or more years of progressive experience
• 3-5 years of supervisory experience in an enterprise and cross-functional technology environment (preferably in higher education)

Preferred Qualifications

• Masters degree and/or 5 years of experience or equivalent of education and work experience
• More than 8 years of demonstrated experience in a college or university environment.
• 7-10 years of supervisory experience in an enterprise and cross-functional technology environment (preferably in higher education)
• Proficient understanding of AV system design and integration

Working Environment

• The work environment is a university with cyclical periods of increased workloads, with the possibility of moderate to high stress levels.
• The department is highly automated with attention paid to ergonomics and safety.
• The unit is one of several working collaboratively and cooperatively in a team-based organization.
• The work environment consists of surroundings with moderate noise levels and frequent contact with electrical devices.

Physical Activities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, which include:

• Ability to work in front of a computer for an extended period of time.
• The employee must occasionally lift and/or move up to 20 pounds.

Work Schedule

Monday - Friday, 8:00 a.m. - 4:30 p.m. evenings & weekends as needed

Application Deadline

For consideration, please submit your application materials by 4:00 p.m. (MST) August 21, 2025.

Special Instructions

Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.

Salary Grade Number

The salary grade for the position is 13.

Salary Rate

The salary rate for this position is $90,000.

The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate’s sex or any other protected status.

Benefits

The University of Denver offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.

Please include the following documents with your application:

1. Resume
2. Cover Letter

The University of Denver is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including sex stereotypes, sex characteristics, sexual orientation, gender identity, and gender expression), marital, family, or parental status, pregnancy or related conditions, national origin, disability, or status as a protected veteran. The University of Denver does not discriminate and prohibits discrimination on the basis of race, color, national origin, ancestry, age, religion, creed, disability, sex (including sex stereotypes, sex characteristics, sexual orientation, gender identity, and gender expression), marital family, and parental status, pregnancy, genetic information, military enlistment, or veteran status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the University’s educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; the Americans with Disabilities Act; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; the Equal Pay Act; the Colorado Equal Pay for Equal Work Act; the Colorado Protecting Opportunities and Worker's Rights ("POWR") Act; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For more information, please see the University of Denver's Non‑Discrimination‑Statement.

All offers of employment are contingent upon satisfactory completion of a criminal history background check.