Help Desk & Multimedia Manager - Assistant Director of Enterprise IT

Visa Sponsored Job:

Relocation Assistance Eligible:

Job Location:

Position Type & Term:

Salary Range: $127,654 - $159,568*

*Final salary and rates are based on education, experience, skills relevant to the role.

Job Location: Boulder, Colorado

Job Type: Hybrid, 3 days/week minimum requirement in Boulder office

Position Type & Term: Full-Time, Regular

Application Deadline: This position will be posted until 11:59 PM MT on Sunday, November 23, 2025

Required application materials: (preferably uploaded as a PDF):

• Resume/CV

• Cover Letter- Please address how your skills and experience meet the needs of this position (for more information, please refer to the Key Responsibilities and Knowledge, Skills, and Abilities sections of this job posting).ADDITIONALLY, please share specific examples of (1) your experience working with executive leadership, and (2) working in environments with distributed authority. Cover Letters that do not address the above will not be submitted for further consideration.

Background Checks: Conducted for candidates selected for hire. Learn more.
Work Location: Regardless of flexible work arrangements, UCAR requires ALL positions to be performed within the U.S., excluding U.S. Territories.

Help Desk Management (50%)
* Service Delivery & Operations:

• Lead, manage, and mentor a team of Help Desk technicians, fostering a culture of customer service excellence, continuous improvement, and problem-solving.
• Oversee the day-to-day operations of the IT Help Desk, ensuring timely and effective resolution of technical issues for all staff.
• Develop, implement, and refine Help Desk policies, procedures, and best practices to optimize efficiency and user satisfaction.
• Manage the ticketing system (e.g., ServiceNow, Jira Service Management) to ensure proper prioritization, escalation, tracking, and reporting of all incidents and service requests.
• Provide ticket triage support to all of UCAR, UCP, and NSF NCAR, while directly providing ticket resolution support to a subset of those groups.
• Partner closely with NSF NCAR Research IT to effectively hand off tickets for last-mile ticket resolution within NSF NCAR.

* Performance & Quality Assurance:

• Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) for Help Desk operations, driving continuous improvement in response times, resolution rates, and customer satisfaction.
• Conduct regular quality assurance reviews of Help Desk interactions and resolutions, providing constructive feedback and training to staff.
• Implement user feedback mechanisms to continuously assess and improve service quality.

* Knowledge Management:

• Develop and maintain a comprehensive knowledge base for common IT issues and solutions, empowering users with self-service options and improving technician efficiency.
• Ensure all documentation for IT systems and processes relevant to end-users is current and accessible.

Multimedia Services Management (25%)
At this time, the Enterprise Multimedia Team has a Lead with subject matter expertise in multimedia services, audiovisual technologies, and event, conference, and meeting support. This Lead reports to the Help Desk and Multimedia Manager, and as a result the HDMM Manager will require less direct expertise in multimedia delivery. The HDMM Manager is nonetheless accountable for multimedia service delivery including:

* Operations & Support:

• Oversee the delivery of multimedia services, including audio-visual support for meetings, conferences, and events (both in-person and virtual).
• Manage the setup, operation, and maintenance of conference room technology, presentation systems, video conferencing solutions, and digital signage.
• Provide expert guidance and support for live streaming, recording, and editing of multimedia content.
• Work closely with administrators and IT staff in UCAR, UCP, and NSF NCAR, to provide counseling, advice, and design support for rooms outside the purview of Enterprise Multimedia Services.

* Technology Management:

• Evaluate, recommend, and implement new multimedia technologies and solutions to enhance collaboration and communication capabilities.
• Ensure the reliability, security, and performance of all multimedia systems and equipment.
• Manage inventory and lifecycle of multimedia hardware and software.

* Training & Consultation:

• Train users on multimedia equipment and best practices for effective presentations and virtual meetings.
• Consult with departments and project teams on multimedia requirements for various initiatives.

Assistant Director of Enterprise IT (25%)
* Strategic Planning & Development:

• Collaborate with the CIO and the IT Senior Leadership Team on strategic planning, goal setting, and the development of long-term technology roadmaps.
• Identify opportunities for technology innovation and process improvement across the EIT department.
• Assist in the development and management of the EIT budget, ensuring efficient allocation of resources.

* Project Leadership & Management:

• Lead or co-lead key cross-functional IT projects from inception to completion, ensuring adherence to timelines, budgets, and scope.
• Represent EIT in various organizational committees and working groups.
• Coordinate efforts between different EIT teams (e.g., Network, Systems, Applications) to ensure integrated and effective service delivery.

* Operational Oversight & Improvement:

• Support the CIO in ensuring the overall operational efficiency, reliability, and security of enterprise IT systems and services.
• Contribute to disaster recovery and business continuity planning for IT services.

* Vendor Management & Procurement:

• Assist in managing relationships with IT vendors and service providers, evaluating contracts, and overseeing service delivery.
• Participate in the procurement process for new IT hardware, software, and services.

Other Desired/Required Skills/Experience

• Understands how to effectively communicate the importance of customer service to the team, and how to ensure that customers receive a good experience.
• Understands the relationship between organizational activities and the IT capabilities that can help support those activities. Communicates that relationship effectively to both organizational leadership as well as IT leadership.
• Independently evaluates software, hardware, and cloud solutions for complex problems.Recommends and/or supports the recommendation of full solutions to the Enterprise IT leadership team and organizational leadership teams including systems to be purchased, strategies to follow, personnel required, and plans for reaching goals. Presents proposed solutions to appropriate governance bodies.Builds support where necessary. Manages projects through to completion.
• Determines best application of resources to achieve results based on organizational and Enterprise IT strategies and priorities.
• Evaluates strategies and system deployments.
• Solves complex problems common to heterogeneous computing environments including mobile devices, customers, cloud services, and virtual environments.
• Recommends best courses of action to maintain productive, secure, computing environments that enable the organizational mission to take place effectively. Assumes responsibility for the integrity of design decisions, taking into account economic, political, cultural, and technical considerations.

Successful candidates will ensure their application materials speak to the following criteria:

EDUCATION & EXPERIENCE

Education:

• Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. Master's degree preferred.

Experience:

• Minimum of 8 years of progressive experience in IT, with at least 3-5 years in a leadership or management role overseeing help desk, desktop support, or IT operations.
• Proven experience managing or significantly contributing to multimedia/audiovisual support services.
• Demonstrated experience in strategic planning and project management within an IT department.
• Strong track record of improving IT service delivery and customer satisfaction.
• Experience with IT Service Management (ITSM) frameworks (e.g., ITIL).

KNOWLEDGE/SKILLS/ABILITIES

Technical Skills:

• Proficiency with Help Desk ticketing systems (e.g., Jira Service Management).
• Solid understanding of operating systems (Windows, macOS, Linux), network fundamentals, and common business applications (e.g., Microsoft 365, Google Workspace).
• Knowledge of video conferencing platforms (e.g., Google Meet, Zoom), AV equipment, and live streaming technologies.
• Familiarity with cybersecurity best practices as they relate to end-user devices and services.

Leadership Skills:

• Exceptional leadership, team-building, and mentorship abilities.
• Outstanding customer service orientation and communication skills (verbal and written).
• Strong analytical, problem-solving, and decision-making capabilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent interpersonal skills, with the ability to collaborate effectively with diverse stakeholders at all levels of the organization.

Preferred Certifications

• ITIL Foundation or higher
• CompTIA A+, Network+, Security+
• PMP (Project Management Professional)
• Microsoft Certified: Modern Desktop Administrator Associate

OTHER REQUIREMENTS:

Risk-based position: Pre-employment screenings and background checks are conducted in conjunction with an offer for employment into risk-based positions. This screening may involve verifying or reviewing any of the following relevant information: restricted parties screening, employment verification, education verification, reference checks, verification of professional licenses, certifications, and Motor Vehicle Records. Risk-based positions require pre-employment screening, a criminal background check, and Sex Offender Registry screening (for positions working with vulnerable populations). UCAR complies with the Fair Credit Reporting Act (FCRA).

UCAR affirms its commitment to employees through competitive benefits. In addition to medical, dental, vision, retirement, and life insurance, UCAR offers a variety of programs focused on work-life balance and professional, and personal development. These include:

• Tuition Assistance, time off allowance to attend classes, and other professional development opportunities.

• UCAR contributes 10% of your eligible pay into your retirement account; 100% fully vested on day one.

• Starting minimum accrual of 20 days of personal time off each year (prorated for less than full-time positions).

• 10 paid holidays.

• 12 weeks of paid parental leave.

• Short-term medical leave paid at 100% of your regular salary.

• EcoPass for local Colorado residents to use the Denver and Boulder-area transit system at no cost.

Applicants are not required to provide age or age-related information and may redact information related to age, date of birth, or dates of attendance at or graduation from an educational institution from any submissions during the initial application process.

At NSF NCAR| UCAR | UCP, you will work alongside a dedicated team of professionals conducting critical research and community outreach to solve complex Earth system science problems including climate change, air pollution, extreme weather, floods, drought, wildfires, and space weather, all with the goal of improving human life and reducing economic loss. Each of us, from scientists to the professionals who support their work, serves the public and a collaborative community of scientists in our mission to understand the complex processes that make up the Earth system, from the ocean floor to the Sun's core.

Flexible Work

At UCAR, we are committed to supporting our mission by giving staff the flexibility to find the schedule and location that works best to maintain their own work-life circumstances and reach their full potential as professionals. Many positions within our organization are eligible for fully on-site, hybrid (three days per week) and/or flexible work hours.

Equal Opportunity Employer

UCAR is committed to providing equal opportunity for all employees and applicants for employment and does not discriminate on the basis of race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy.Whatever your intersection of identities, you are welcome at UCAR.

Export Control

All positions are required to comply with U.S. export compliance regulations and work location requirements regarding access to facilities and research systems.

Work Location

UCAR requires ALL positions to be performed within the U.S., excluding U.S. Territories.

AI Software

ChatGPT and similar AI software are powerful tools that are changing theway society receives, processes, and leverages information promptly. While we acknowledge its benefits and do not restrict leveraging it with job applications, we highly encourage a majority of the applicant material to be original work.