Chief Technology Officer at Acord (association For Cooperative Operations Research And Development)

The Position

The Western Interstate Commission for Higher Education (WICHE) is seeking an experienced, strategic, and forward-thinking individual to join its team as Chief Technology Officer. Based in beautiful Boulder, Colorado, WICHE is a regional interstate compact and 501(c)(3) that partners with 15 Western states and the U.S. Pacific Territories and Freely Associated States on a diverse range of higher education issues, including access and affordability, technology, workforce development, behavioral health, and more. Reporting to the President, this unique role will require a technically sound, visionary, and collaborative leader who has their eyes on the horizon for what’s to come, while building upon WICHE’s long and successful history as a trusted resource for higher education and workforce development in the West since 1953.

Organizational Responsibility

The Chief Technology Officer provides strategic direction and tactical/operational support for all voice and data information technology (IT) and IT systems at WICHE and facilitates the collaborative process through which WICHE’s internal business systems needs are developed and implemented. The Chief Technology Officer interprets business requirements into hardware, software, and staff support for WICHE's unique mission. As such, the Chief Technology Officer must have a thorough understanding of the WICHE mission and operational vocabulary as IT supports that mission by providing the necessary technology infrastructure, tools, and systems that enable efficient operations, communication, data management, and decision-making. The person in this role serves as the technical lead and administrative interface for effectively managing internal staff and external contracts resulting in the selection, purchasing, setup, support, troubleshooting, maintenance, and security of WICHE's total voice, video, and data infrastructure, both on premise and in the cloud. The Chief Technology Officer is responsible for assuring maintenance of records/inventories related to systems, diagnosis/isolation of system problems, preventative maintenance, and system and procedure documentation. The Chief Technology Officer also provides IT support to the State Higher Education Policy Center (SHEPC), the building that houses WICHE and two other organizations, the National Center for Higher Education Management Systems (NCHEMS) and the State Higher Education Executive Officers (SHEEO).

Duties and Responsibilities

1. Ensures the overall security, effectiveness and reliability of all WICHE local and cloud infrastructure, related on-premises server components, and business productivity applications (with assistance from IT staff, consultants, and contractors).
2. While considering the business operations and processes of the organization, determines business systems and end user hardware and software needs and develops plans and recommendations to effectively address and implement those needs in a timely manner.
3. Provides primary support and maintains updated documentation for facility-wide network and telecommunications cabling, firewalls, and wireless LAN equipment, and provides primary system administrative support for WICHE’s Cisco switch fabric and phone system equipment.
4. Provides backup support, and ensures adequate documentation is in place, for critical IT processes that are primarily managed by other IT staff members and/or contractors.
5. Provides strong leadership and management of IT staff in a manner that stresses excellence in customer service, professional growth, ethical behavior, and staff retention.
6. Ensures timely resolution of all maintenance aspects of WICHE’s systems including hardware and software problems, Windows server and laptop OS updates and upgrades, and data backups.
7. Establishes and maintains an open and positive relationship with WICHE staff that leverages a trust model to accomplish organizational needs in a collaborative fashion.
8. Plans and manages human/technical/contract resources effectively with a preventive maintenance focus that clearly identifies an action agenda for incident avoidance, mitigation, recovery, and lessons learned.
9. Plans for and addresses computer and software training needs of the organization with emphasis on end user needs and customer satisfaction (this includes the efficient utilization of WICHE stakeholder user groups and a wide range of training resources, including but not limited to consultants, individual and group training sessions (internal and/or external locations), and web/intranet documentation).
10. Develops and maintains a cooperative, cordial, and service-oriented relationship with all WICHE staff, and an effective working relationship with all outside vendors and consultants.
11. Researches and provides solution options for current and future needs that pertain to all aspects of WICHE’s computer, network, Internet, telephone, and other electronic systems, including opportunities to better integrate these systems.
12. Participates in and assists with ongoing disaster preparedness and planning as directed by the WICHE president.
13. Provides leadership for all IT staff and coordinates with WICHE staff and senior leadership to suggest and/or design IT-related training as needed.

Required:

1. Bachelor's degree and at least six years of progressively responsible IT work experience, including managing IT staff, working on multiple systems and projects, and managing complex IT projects.
2. Demonstrated ability to establish and maintain effective and cooperative working relationships with a diverse community of coworkers, consultants, and vendors.
3. Significant experience in leading teams required to purchase, configure, troubleshoot, and accomplish repairs for a Windows Server and desktop OS-based LAN, physical and virtual server farm infrastructure, and desktop/laptop computers and printers. Includes strong familiarity with secure wired and wireless network topologies, UTP copper and fiber-based Ethernet cabling systems/standards, and TCP/IP protocols.
4. Demonstrated ability to coordinate, analyze and/or correct system problems/malfunctions in a timely fashion.
5. Comprehensive knowledge of Microsoft Windows Server and Windows client operating systems, network/firewall operating systems, data backups best practices, general business productivity software, system monitoring software, and Microsoft 365.
6. Demonstrated ability to work independently and balance and resolve competing demands.
7. Demonstrated ability to communicate effectively, both orally and in writing.
8. Working knowledge of SalesForce CRM capabilities and key administrative responsibilities.
9. Experience with business continuity/disaster planning and IT data recovery.
10. Proficiency with voice/video/data applications and infrastructure management.

Preferred:

1. Ten years’ experience in IT leadership within a higher education environment.
2. Project Management certification/demonstration of two or more successful technology implementation projects.
3. Microsoft, Cisco, and/or (ISC)2 CISSP security credentials.
4. Experience in developing/evaluating training programs for technology-mediated applications to a diverse audience.
5. Experience with digital accessibility compliance.