Director of IT Services

Under the general direction of the CIO, responsible for providing and coordinating technical services to all members of the HCC Community, maintaining daily records and assignments, managing Help Desk and Lab Services staff and Computer Technicians/Desktop Support. The Director of IT Services will need to have a unique combination of technical skills, administrative management  skills, teamwork orientation and the personal skills to effectively service and communicate with all stakeholders interacting with ITD.

DUTIES:

1. Manages and coordinates end-user services including Help Desk, desktop support, and computer lab services to ensure courteous, timely, and effective resolution of end user issues.  This includes ensuring that support tickets are being managed and addressed properly; that appropriate troubleshooting and escalation procedures are adhered to; that all service levels are being met or exceeded; and that IT policies and procedures are being adhered to.
2. Coordinates and/or performs hands-on fixes at the desktop level, including deploying new computers to staff; imaging computers; installing and upgrading hardware and software; implementing back-ups; configuring systems and applications.
3. Manages HCC's desktop technology replenishment program, coordinating the purchase and set-up of PC/Mac, laptop, tablet and lab equipment.
4. Performs root cause analysis on IT and end-user support issues and identifies, recommends, and implements appropriate training solutions for both Help Desk staff and end-users. Develops appropriate training documentation.
5. Manages the college's computer lab infrastructure, to include oversight of student assistants.  Designs and delivers a server-based lab delivery centered on the VMware solution set.
6. Networks with other Massachusetts Community College IT Services leads to better develop, document, and implement the 'best fit' policies and procedures for technology support at HCC.
7. Tracks and analyzes trends in Help Desk requests and generate actionable management reports that support the analysis of Help Desk activities to identify problem areas and deliver solutions to enhance quality of service and drive efficiencies.  This includes the recruitment, training and motivation of direct staff.
8. Negotiates with vendors, outsourcers and contractors to secure infrastructure and desktop products and services.
9. Projects management of internal team initiatives and org-wide infrastructure, hardware or software deployments.
10. Develops business case justifications and cost/benefit analyses for IT spending and initiatives.
11. Works with CIO to develop and implement strategic plans and initiatives.
12. As a member of the HCC IT Management team, assist with support in other HCC IT areas when a temporary back-fill is required.
13. Performs special projects and related responsibilities as initiated and requested.
14. Performs other related duties as assigned.

Requirements:

REQUIRED QUALIFICATIONS:  Associate degree in Computer Science or related technical area or equivalent experience; Four to six years of related experience in user services, desktop support, helpdesk functions, and audio visual/media services; Relevant managerial/supervisory experience required; Technical experience in desktop software and hardware solutions; Highly developed written, oral, and interpersonal skills; Position requires occasional weekend, holiday or night work including periodic on-call rotation; Ability to work effectively with a diverse faculty, staff and student body; Must be physically able to lift and carry 50 pounds.

PREFERRED QUALIFICATIONS: Bachelor's degree in Computer Science or related technical area; Demonstrated technical managerial experience; Higher education experience in end user service environment.