IT Director of Client Services

South Puget Sound Community College (SPSCC) seeks a highly motivated, creative, dynamic, and collaborative individual to fill the position of Information Technology (IT) Director of Client Services reporting directly to the Chief Information Officer (CIO). As a key member of the IT Services management team, this position is responsible for directing and managing the day-to-day operations of the college-wide IT Help Desk and desktop support functions, reviewing work-tickets from the service desk system, assigning the work to desktop support staff and supervising their work and act as a mentor for desktop support staff.
 
The Director of Client Services develops high-level strategy delivery of IT desktop systems, devices, media equipment, and peripherals to meet and exceed the changing expectations of the college community. This position accomplishes objectives by designing, documenting, and monitoring information systems, as well as by managing staff and creating an environment of superior customer service and technical performance.

South Puget Sound Community College is committed to increasing its cultural diversity with an emphasis on equity and inclusion among its professional staff.  The students that we serve come from a variety of backgrounds and are almost 43% of color.  We strongly encourage members of the underrepresented groups, veterans, and bi- or multi-lingual individuals to apply for this position to help meet the needs of our diverse students and service district. 

And if that isn't enough?  We also offer:

• The Clipper Café grill specializing in seasonal comfort foods

• The Bake Shop offering daily baked goods made by our students

• Fine dining in the Percival Room, offering vegetarian, vegan, and gluten-free choices as part of our Culinary Arts and Baking & Pastry Arts programs

• Campus bookstore offering snacks, apparel, and specialty supplies

• Starbucks coffee shop

• Bus service every 15 minutes to downtown Olympia and beyond – you receive a FREE State Agency Rider (STAR) Pass

• FREE parking on campus – permits are not required

• On-campus child care

• Percival Creek, which runs beneath our campus footbridge, provides year-round beauty and views of Chinook, Coho, and chum salmon pass through each fall

• Many walking paths that are marked and on nicely paved sidewalks

• Gym and recreation facilities

• SPSCC promotes wellness  with a variety of different workshops and events on campus

• Lots of activities with our Arts and Entertainment series, which are usually free for staff and faculty

• Many community events in the Kenneth J. Minnaert Center for the Arts

What you'll do

Strategic, Operational and Tactical Planning, and Management of IT Operations 

• Management, training, and hiring of front-line client services staff, Help Desk staff, and student interns, assuring highest levels of customer service and technology support.

• Sustains information systems results by defining, delivering, and supporting desktop computing systems, devices, and media for classrooms and labs, kiosks, conference and event spaces, and faculty and staff workstations.

• Assesses staff performance using observation and regular review of IT tickets and phone tree records with staff.

• Enhances IT systems results by identifying information systems technology opportunities and working with the Enterprise Architecture team to develop implementation strategies.

• Works with internal departments and college affiliates to determine and document service level agreements.

• Achieves customer service goals by training and mentoring staff and monitoring customer feedback.

• As part of the IT Management Team, works closely with the CIO, Project Manager, Enterprise Architecture Director, and staff to assure optimal performance for all constituents using college technology.

• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations; coordinating hardware and software evaluations with vendors.

Information Technology Asset Management

• Safeguards assets by managing the planning, procurement, inventory and implementation of desktop and laptop computers, devices, media equipment and peripherals, working closely with the Executive Assistant to the CIO on budget matters.

• Protects computer assets by developing security strategies; directing system control development and access management, monitoring, control, and evaluation.

• Establishes computer system safeguards by working with EA Director and staff to create images with appropriate safeguards for the intended use of the asset.

• Exhibits attention to detail and assures that staff maintain consistent and timely updates of asset database.

• Assures current and accurate status of all IT assets in inventory.

• Assures appropriate disposal and surplus of assets at end of life.

• Manages software inventory to assure adherence to licensing regulations; works with EA team to assure that images appropriately use software licenses.

• Manages multiple platforms including Windows, Mac, virtual desktops, etc.

Management of Staff and Processes

• Demonstrate knowledge of current technology trends and strategies.

• Demonstrate leadership as a senior director with experience in tactical planning; an action-oriented work style; excellent judgment and ability to see the "big picture."

• Ability to foster a collaborative environment that focuses on quality results while motivating, developing, and supporting staff.

• Ability to promote communication among staff.

• Demonstrate commitment to customer service and the ability to mentor, coach and supervise staff.

• Ability to establish partnerships with internal and external constituencies who rely on technology and lead the college in meeting and exceeding strategic expectations.

• Leads through change and adversity, makes the tough call when needed, builds consensus when appropriate, motivates and encourages others.

• Establishes a workplace culture that attracts and retains quality employees, provides feedback, rewards hard work and risk taking, challenges, and develops employees and provides visibility and opportunity for staff.

• Ability to organize, track and develop necessary staff training.

• Demonstrate multicultural competence (including an awareness and understanding of historically disadvantaged populations) and create an educational and work environment that affirms commitment to equity, diversity, and inclusion.

• Support the college's mission by creating a work environment of mutual respect and fairness, while encouraging creative and critical thinking. 

• Contribute to the appreciation of diversity and foster a climate of multicultural understanding.

• Demonstration of creative/innovative approaches that maintain a commitment to the college's quality, diversity, and public service values.

• Ability to present in front of groups, work well with others, and function collaboratively as a team member.

Qualifications You Possess
Minimum Qualifications

• Five (5) years of experience in information technology customer service.

• Two (2) years of information technology management including supervision of staff, contractors, and budgets.

• Demonstrated technical knowledge and familiarity with a variety of technologies; awareness of and openness to new technologies and how they may be leveraged to benefit the college.

• Demonstrated management in excellent customer service strategies.

• Strong interpersonal and communication skill, both oral and written; proven experience in conflict resolution and collaborative problem solving.

• Ability to work in a fast-paced environment with multiple competing priorities.

• Ability to establish and maintain collaborative and harmonious working relationships with a variety of students, faculty, staff, and stakeholders.

• Demonstrate knowledge of project management, principles of organization, and business administration.

• Mastery of advanced management principles to both direct and implement major information technology initiatives.

• Commitment to a working environment that values a diverse academic experience, inclusive of students, faculty, and staff of various cultural, socioeconomic, and educational backgrounds.

• Demonstrated knowledge of PowerShell or similar scripting tools.

• Demonstrated experience with Symantec Ghost Solution Suite, DISM, WDS, or similar imaging protocols.

• Demonstrated ability to train staff and transfer technical knowledge effectively.

• Demonstrated experience or participation with persons from diverse backgrounds such as sexual orientation, racial, ethnic, religious, linguistic, gender, age, socio-economic, physical and learning abilities, and a commitment to an inclusive and equitable working/learning environment. 

Preferred Qualifications

• Information technology experience in a higher education setting.

• A+ Certification.

To Apply
To be considered for a position you must submit the following in addition to the online application. Incomplete applications will not be considered.

• Letter of Interest addressed to the Screening Committee which speaks to your ability to perform the responsibilities and competencies described in the job posting,

• Current Resume documenting all educational and professional experience which demonstrates how you meet the minimum and any preferred qualifications, and

• Supplemental Question responses.

SPSCC is an Equal Opportunity Employer
South Puget Sound Community College (SPSCC) is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientations, and gender identity diversity. Women, racial and ethnic minorities, persons with disabilities, persons over age 40, disabled and Vietnam era veterans, and people of all sexual orientations and gender identities are encouraged to apply. The College complies with the Americans with Disabilities Act. Applicants needing accommodation in the application process in an alternative format may contact the Human Resource Office at (360) 596-5500. The College is committed to enhancing the diversity of our faculty and staff, as well as our student population. We strongly encourage applicants to apply without regard to race, color, religion, sex, sexual orientation, national origin, age, marital or veteran status, disability, or any other legal protected status. SPSCC is a drug-free workplace.

***This position will remain posted until filled. Priority review of candidates will begin on November 19, 2018.***