Associate Director of Service Management (Administrator II) - Information Technology Services - Service Management

  • Cal State University (CSU) San Francisco
  • San Francisco, California
  • Apr 10, 2024
Administration and Management Information Technology and Communication Services

Job Description

Working Title

Associate Director of Service Management

Administrator Level

This position is an Administrator II in the California State University Management Personnel Plan (MPP), reporting to the Director of Service Management.

SF State University

San Francisco State is an Equal Opportunity Employer and does not discriminate against persons on the basis of race, religion, color, ancestry, age, disability, genetic information, gender, gender identity, gender expression, marital status, medical condition, National origin, sex, sexual orientation, covered veteran status, or any other protected status. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose by contacting the Senior Human Resources Manager.

Applicants may visit for more information on SF State's policy prohibiting discrimination, and how to file an online report using the procedures under Executive Order 1096 Revised. Inquiries can be directed to the campus Title IX Coordinator and Discrimination, Harassment, and Retaliation Administrator by calling (415) 338-2032 or emailing

San Francisco State is a 100% Smoke/Vapor-Free Campus. Smoking or Vaping of any tobacco/plant-based substance is not permitted on any University properties.

The person holding this position may be considered a "mandated reporter" under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

This position may be a "designated position" in the California State University's Conflict of Interest Code. The successful candidate accepting this position may be required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.


Information Technology Services - Service Management

Appointment Type


Time Base


Work Schedule

Monday - Friday; 8:00 am -5:00 pm

Anticipated Hiring Range

$9,500.00 - $10,808.00 Per Month ($114,000.00 - $129,696.00 Annually)

Salary is commensurate with experience.

Position Summary

The incumbent is responsible for managing the daily operations of staff in the help desk, endpoint management, and service management teams. The responsibilities include assigning service tickets, network connectivity, staff management, and process improvement.

This role is responsible for coordinating with University Housing to ensure that all residents have reliable and secure access to network services. In addition to coordinate with University Housing leadership to assist with the planning and implementation of their technology initiatives.

The incumbent shall play an active role in guiding the ITS endpoint management function. In this capacity, the incumbent shall provide project leadership and subject matter expertise to the Endpoint Management team that administers and supports Windows and Apple systems. The incumbent shall work with the Endpoint Management team to develop and implement endpoint management infrastructure, security policies, and wide scale application and OS deployments.

Position Information

The Associate Director of Service Management responsibilities include:

IT Service Management Planning and Innovation
  • Work with the ITS Service Desk and Endpoint Management teams to develop strategic plans for wide scale hardware, application and OS deployments.
  • Based on such planning, manage implementation and development products and projects, coordinating all functional and technical aspects of the implementation efforts, including coordinating change requests and service requests.
  • Establish an environment of innovation by researching and examining current and new technology trends.
  • Collaborate across all ITS teams including Enterprise Applications (EA), Systems, Security, and Network to develop tactical and strategic application development plans.
  • Oversee endpoint security including the protection of sensitive data and the appropriate use of security technologies in these protections.
  • Represent SF State in CSU-wide meetings and conferences as appropriate.

  • Build appropriate training and time management activities and processes for the effective allocation of staff to tasks while also keeping current in technologies and best practices.
  • Supporting the Systems Identity management team as related to the application support infrastructure of identity management.
  • Coordinate the applicable service team response to Information Security Officer (ISO) initiated objectives and required or requested mitigations.
  • Establishes goals, performance, and accountability measures to ensure staff are meeting timelines, working efficiently, and providing high levels of service delivery.
  • Manages key vendor relationships with ITS vendors and service providers.

Other Duties as Assigned

Minimum Qualifications
  • Bachelor's Degree in Business, Management Information Systems, Computing Science, or a related field.
  • Seven to ten years in progressively responsible IT roles, including enterprise application development.
  • Demonstrated success in managing or supervising a development team.
  • Demonstrated success in working with collaborative IT governance bodies.
  • Extensive experience with and working knowledge of software development methodologies, application security, and application architecture.
  • Demonstrated ability to utilize proven implementation methodologies and project management tools.
  • Excellent oral and written communication skills as well as excellent presentation skills.
  • Strong problem-solving, leadership, team building, and organizational skills.
  • Demonstrated ability to articulate complex issues, plans and concepts to diverse populations, including executive management.

Preferred Qualifications
  • Master’s Degree in Business, Management Information Systems, Computing Science, or a related field.
  • Demonstrated success in leading complex IT projects in non-profit/Higher Education environment.
  • Demonstrated knowledge of underlying technologies (i.e. databases, operating systems, and hardware).
  • Experience in mobile development and support scenarios with native applications.
  • Experience in the use of Confluence / Jira in a development organization.
  • ITIL Certification

Pre-Employment Requirements

This position requires the successful completion of a background check.

Eligibility to Work

Applicants must be able to provide proof of US Citizenship or authorization to work in the United States, within three business days from their date of hire.


Threaded through our Total Compensation package is a commitment to Bridging Life's Transitions. SF State is committed to providing our employees with a comprehensive program that rewards efforts that are appreciated by your colleagues, students and the customers we serve.

We offer a competitive compensation package that includes Medical, Dental, Vision, Pension, 401k, Healthcare Savings Account, Life Insurance, Disability Insurance, Vacation and Sick Leave as well as State Holidays and a dynamic Fee Waiver program, all geared towards the University's commitment to attract, motivate and retain our employee.

Additional Information


Thank you for your interest in employment with California State University (CSU). CSU is a state entity whose business operations reside within the State of California. Because of this, CSU prohibits hiring employees to perform CSU-related work outside of California with very limited exception. While this position may be eligible for occasional telework, all work is expected to be performed in the state of California, and this position is assigned to on-campus operations.

CSU strongly encourages faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19 or declare a medical or religious exemption from doing so. Any candidates advanced in a currently open search process are encouraged to comply with this requirement. The systemwide policy can be found at and questions may be sent to

The Human Resources office is open Mondays through Fridays from 8 a.m. to 5 p.m., and can be reached at (415) 338-1872.

Please note that this position, position requirements, application deadline and/or any other component of this position is subject to change or cancellation at any time.

Advertised: Apr 09 2024 Pacific Daylight Time
Applications close:

Closing Date/Time:

Job Address

San Francisco, California 94132 United States View Map