IT Operating Unit Director (IT@JH Client Technology Solutions) - #Staff

Johns Hopkins University; Baltimore (MD); Hybrid; USD 112,000 - 196,000; Full time

Job summary

Johns Hopkins University seeks an IT Operating Unit Director to own executive service delivery for senior leadership across JHU institutions. The role oversees strategic IT operations, security, and compliance, coordinating executive support across campuses.

The position supervises two managers with teams of 5–7, aligning technology with university priorities and ensuring seamless executive IT services for JHU, JHHS, and JHM leadership.

Qualifications

• Bachelor's degree required.
• Eight years of progressively responsible IT management experience including at least three years in a supervisory role.
• Additional education or related experience may substitute for degree requirements per policy.

Responsibilities

• Lead strategy and tactical planning to achieve divisional goals and manage deployments of current and future technologies.
• Develop cost-effective, reliable technology solutions aligned with division needs.
• Ensure security, compliance, and regulatory requirements are met across IT operations.
• Manage executive-facing IT support and customer relationships with SLAs.
• Oversee staff structure, recruit and develop talent, and supervise managers and teams.
• Coordinate executive support across Johns Hopkins campuses and divisions.

Skills

Customer service

Executive communication

Strategic planning

Education

Bachelor's degree

Tools

Microsoft Intune

SCCM

Active Directory

Ivanti VPN

Remote Desktop Services

Microsoft Teams/Zoom

MFA solutions

Diligent Board Management

Power BI/Splunk

Citrix/virtualization

Job description

IT@JH Client Technology Solutions is seeking an IT Operating Unit Director who is responsible for owning the overall Executive Service delivery for Johns Hopkins senior leadership, ensuring executive-facing IT support is delivered consistently within the community of executives covered under this support service. The customer base consists of JHU, JHHS, JHM executives across multiple campuses with the core services being delivered on the Johns Hopkins University Homewood and Johns Hopkins Medicine East Baltimore campuses. Core job responsibilities include overseeing service delivery, establishing priority projects, ensuring security and compliance requirements are being met, coordinating executive travel, overseeing Diligent Board management, and coordinating executive support efforts spanning the entire Johns Hopkins enterprise. The customer base uses a variety of client devices which included Windows PCs (Dell and Microsoft), Apple MacBook, iOS devices and the total customer base supported within the 2 executive teams is approximately 1000 customers with 250 carrying an executive support distinction.

Job Scope/Complexity

• The scope of authority of the IT (TBD) Director position encompasses one of the following,
• Typically, responsible for one or more major IT functions of moderate complexity (e.g., computer operations and help desk support) that significantly impact operations and support the entire university, health system, or both. May be responsible for one or more complex/highly technical functions of smaller scope or impact to operations and support of the entire university, health system, or both.
• All IT functions of a school or division of the university that requires a moderately complex to complex IT environment.

Central

• Typically has responsibility or significant input into a million plus dollar budget including both capital and operating expenses. Technology and business decisions are complex, have a high impact, and must take into account the various base of products and services supported externally, as well as the unique business needs of the division, in order to ensure appropriate integration. Typically has responsibility for a moderate to large size staff comprised of direct and indirect reports of managers and staff.

Division

• Responsible for the entire IT budget for the division, typically multi-million including both capital and operating expenses. Technology and business decisions made within the division are complex, have a high impact, and must take into account the various base of products and services supported externally, as well as the unique business needs of the division, in order to ensure appropriate integration. Typically has responsibility for a moderate to large size staff comprised of direct and indirect reports of managers and staff.

*Throughout this job description, “division” refers to the boundaries of responsibility defined by this scope.

Specific Duties & Responsibilities

• The responsibilities listed below are typical examples of the work performed by this position.
• Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility.

Strategy & Planning

• As a member of a senior management team, contributes or leads strategic and tactical planning to achieve divisional goals by prioritizing initiatives and coordinating the evaluation, deployment, and management of current and future technologies.
• Develop technology solutions to anticipate the division’s needs, be cost-effective, reliable and compatible with existing and emerging technologies.
• Anticipate change and be agile to respond when technology requirements emerge and evolve.
• Based on understanding of divisional goals, mission, and culture, assess impact and effectiveness of technology to ensure it supports the division’s needs.
• Provides input to, and has responsibility for, ongoing operations, budgets, a multi-year budget forecasts and both strategic and operational planning.
• Balances available personnel and funding resources in support of meeting both operational and strategic imperatives. Recognizes situations that present themselves and takes action with leadership to address significant issues.
• Works with constituents in conjunction with other IT leaders to interpret customer business needs and makes recommendations for strategic investments in technology, applications, business process, personnel, etc. that meets the agreed upon goals of the division.
• Leads the development of technology related policies and procedures for the division.
• Ensures that applicable Hopkins policies, practices, and regulatory requirements are addressed and followed within his/her area of responsibility.

Relationship Management

• Represents senior IT or divisional leadership, often with delegated authority, in meetings both within and outside of Hopkins.
• Manage the customer relationship and satisfaction as well as adherence to service level agreements.
• Create and promote a culture of excellent customer service.
• Facilitate and influence division wide strategic initiatives to achieve division goals.
• Maintains relationships with strategic technology vendors for the division.

Project/Product Responsibility

• Has direct responsibility for the design, development, and application of technical solutions that satisfy customer needs and are essential to the ongoing operations of the division.
• Often primarily responsible for multiple major IT projects that impact the division.

Staff Management

• Develops and implements an effective and efficient organizational structure that, within the bounds of its responsibilities, supports the ongoing operations of the division.
• Recruits, develops, retains, organizes and manages the performance of staff.
• Performs other related duties as requested.

On Call Requirements

• Yes

Supervisory Responsibility

• The person in this role will oversee 2 managers with each of these managers responsible for a team of 5-7 people providing support to executives in the Johns Hopkins East Baltimore and Johns Hopkins University Homewood campuses.
• Additionally, the incumbent will have influence over executive support provided to most of the larger Hopkins campuses for both JHM and JHU.
• This role will meet regularly with senior IT leaders (Chief Information Security Officer, VP Infrastructure/CNO, DCISO, and many other members of IT leadership).

Minimum Qualifications

• Bachelor's Degree.
• Eight years of progressively responsible IT management experience including three years of management/supervisory experience.
• Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.

Preferred Qualifications

• Demonstrated history of providing excellent customer service at the highest levels of the organization
• Instill and inspire others to provide service with a sense of urgency and anticipate the needs of the community served
• Mastery of client infrastructure technologies, client device security best practices, and must be able to communicate at all levels of the organization
• Advanced experience supporting various infrastructure applications including: Microsoft Endpoint Manager (Intune), SCCM, Active Directory, Ivanti VPN, Remote Desktop Services, Microsoft Teams/Zoom, MFA Solutions, AV Technologies, Diligent Board Management, Various reporting and Analytics tools such as Power BI/Splunk for SLA tracking, Citrix/virtualization
• Fluent in support of Apple/Mac and secondarily Microsoft/Windows

Classified Title: IT Operating Unit Director

Role/Level/Range: L/04/LG

Starting Salary Range: $111,800 - $195,900 Annually (Commensurate w/exp.)

Employee group: Full Time

Schedule: Mon-Fri 8:30am-5:00pm

FLSA Status: Exempt

Location: Hybrid/JH at Harbor East

Department name: IT@JH Client Technology Solutions

Personnel area: University Administration

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.