About CRC

Computer Resource Consulting (CRC) is an integral team within Stanford University IT (UIT) that delivers endpoint field and desktop support, along with event technology services. CRC partners closely with other UIT groups, such as Networking and Information Security, to provide a seamless client experience across campus.

Operating under a cost recovery, fee-for-service model, CRC provides IT services to departments and schools through service agreements with established rates (See example here.) We operate like a business: our work is highly visible, outcomes-driven, and accountable - directly impacting the day-to-day technology environment of Stanford faculty, postdocs, students, and staff.

CRC celebrated its 25th anniversary in 2022 and continues to evolve while staying true to our core values: exceptional client service and technical excellence.

Why CRC? CRC is part of Client Experience & Solutions (CXS) within UIT. This role offers a unique opportunity to influence and deliver exceptional technology experiences across campus. If client experience is your North Star, CRC is the right place to lead, partner, and make a measurable impact.

About You

• Strategic Service Leader: A proven leader with a passion for guiding teams and fostering strong workplace relationships. You don't just manage IT; you manage the Client Experience (CX) and transform technical teams into high-value consulting partners.

• Client-First Mentality: You look at every project from the client's perspective to ensure technology is accessible and seamless. To you, true success is achieving a technical delivery that leaves the client feeling supported and empowered.

• Experience Architect: Skilled in IT Service Management, strategic planning, and driving continuous improvement in complex environments to enhance service delivery and client satisfaction.

• Technology Bridge: Technologically savvy and known for making tech accessible. You help departments stay ahead of the curve by introducing technology that doesn't just work for today, but scales for the future of Stanford's mission.

• Fiscal Growth & Stewardship: Financially astute, with experience managing budgets and tracking profit and loss. You prioritize financial stewardship to ensure that the department's cost-recovery models are efficient and its fiscal future is secure.

• Integrated Partnership: Building strong workplace relationships and delivering high-quality service as the cornerstones of organizational success and client retention.

• Visionary: Committed to impactful, high-level leadership with a clear trajectory toward senior roles (Director/CIO), focused on scaling IT services that drive University innovation.

Key Responsibilities

• Serve as a primary liaison to Stanford departments and schools; meet regularly to understand needs, shape roadmaps, scope/prioritize work, and ensure successful project and service outcomes.

• Lead day-to-day CRC operations (service delivery, escalations, service quality, and continuous improvement) using ITSM best practices.

• Lead and develop a team of 8 - 12 technicians supporting endpoint field support and event services, including hiring, onboarding, coaching, and performance management/annual review cycles.

• Drive service planning and new service development; evaluate and pilot improvements (including innovative/creative AI uses) that increase efficiency and improve the client experience.

• Manage budgeting, forecasting, rate/cost recovery model as needed, billing accuracy, and P&L performance to keep services fiscally sound.

• Create and manage SOWs/service agreements, including true-ups and renewals; partner with stakeholders to ensure clear scope, expectations, and renewals/expansions.

• Collaborate across CRC, University IT (UIT), and other campus partners (e.g., Networking, Information Security) to deliver integrated solutions and consistent client outcomes.