Director of Technology Support Services

Bellevue College, WA

Job Level

Senior position

Post Date

02/09/2019

Job Category

Director

Sector

Information Technology

Job Status

Areas of Responsibility

Services / Service Management
Support / Help desk

Link to Job Posting

Reporting directly to the Chief Information Officer (CIO) for BC, the Technology Support Services (TSS) Director is responsible for ensuring a customer-focused approach to delivering information technology for BC. This position provides overall tactical and operational leadership for the Technology Support Services (TSS) Department, directs the strategic design, acquisition, management, and implementation of enterprise-wide technology tools of the college, maintains technology standards for the organization, and manages the activities necessary to keep the technology support operation running seamlessly, efficiently, and effectively while ensuring compliance with established standards and policies. The position also oversees the operations of the Technology Support Services department.

As a key member of the ITS Leadership Team, the Director works with the CIO to keep service offerings aligned to current and projected needs of BC. The Director participates in executive-level decisions and execution of strategies to achieve the objectives of ITS. The Director serves as the direct representative of the CIO in various meetings, committee assignments, and conferences as needed.

The Director must have in-depth knowledge of IT Service Management (ITSM/ITIL) strategies, process, policies, project management, budget management, and best practices, and must have demonstrated a strong customer service orientation.

COMPREHENSIVE WAGE AND BENEFIT PACKAGE
We offer comprehensive compensation package with salary and benefits as the main components. Competitive salary is within the Range stated above, and commensurate with qualifications and experience. Generous benefits package is offered through Washington State plans that includes multiple medical, dental, life and disability coverage choices for employees and dependents; choices of retirement and deferred compensation plans; paid holidays, sick, and vacation plans; transit program, reduced tuition, employee discounts and memberships, etc.

For more details about Bellevue College's excellent employee benefits, please visit Benefits section, next to Description section.

ABOUT THE COLLEGE
Bellevue College is a diverse student-centered, comprehensive and innovative college, committed to teaching excellence that advances the life-long educational development of its students while strengthening the economic, social and cultural life of its diverse community. Bellevue College is located just 10 miles east of Seattle where we serve a student population of over 45% students of color and over 1,800 international students. The college promotes student success by providing high-quality, flexible, accessible educational programs and services; advancing pluralism, inclusion and global awareness; and acting as a catalyst and collaborator for a vibrant region.

We strive to create a vibrant and inclusive campus community that supports a diverse student body, faculty and staff. As an essential part of our mission and goals, diversity, equity and pluralism are promoted and fostered in all aspects of college life. By enriching student life through leadership opportunities, personal learning and cultural experiences, we are committed to building an inclusive and diverse campus community that fosters creativity, innovation and student success.

ESSENTIAL FUNCTIONS/TYPICAL DUTIES

The TSS Director's responsibilities include:

Planning and implementing the technical support strategy and roadmap for BC students, faculty and staff

Identify and foster relationships with external vendors

Assist in the development and completion of organizational goals, policies, process and procedures for all team members

Meets regularly with college division and department heads, team members, students, faculty and staff to solicit cooperation, plan initiatives, meet customer requirements, communicate new features and resolve problems

Hardware inventory/asset tracking and software licensing compliance

Maintain and regularly update desktop standards and work closely with the IT Services hardware/software procurement team to ensure accuracy, timeliness and to leverage economies of scale whenever possible

Lead ITSM/ITIL process improvements for ITS

Manage budget targets and reporting

Direct operations of Technology Support Services which include the IT Service Desk, Desktop & Classroom Support, Managed Print Services and Technology Training

QUALIFICATIONS/CORE COMPETENCIES

MINIMUM QUALIFICATIONS:

Bachelor's Degree (preferably in Computer Science, Management Information Systems or closely related field) from accredited institution
Four (4) years of professional work experience that is relative to scope, functions and responsibilities of the position
Six (6) years of managerial/supervisory experience in the field of Information Technology
Four (4) years' experience implementing, managing, or maturing IT-related processes from the ITIL/ITSM or COBIT framework

PREFERRED QUALIFICATIONS:

Four (4) years of project management experience
Four (4) years managing service delivery via Service Level Agreements
In depth knowledge supporting a diverse computing infrastructure
In depth knowledge of Learning Management Systems (CANVAS)
Four (4) years comprehensive administrative level experience in education
Technical knowledge of hardware, software compliance and deployment practices
Knowledge of specific security and data protection policies (FERPA, HIPAA, PII, etc.)
Effective communication and presentation skills
Proven track record of developing high-performance teams
Strong commitment to student success

SPECIAL INSTRUCTIONS

This position is eligible for relocation allowance.

Background Check:
Prior to a new hire, a background check will be conducted. Information from the background check will not necessarily preclude employment, but will be considered in determining the applicant's suitability and competence to perform in the position.

How to Apply:
Click on the word Apply at the top right corner of the job announcement.
Individuals interested in this position are encouraged to apply. Your application must include a complete online application and all of the required documents below to be considered complete:

Complete an online application (note that stating "See Resume" on any section of the online Application will be deemed incomplete)
Complete the supplemental questionnaire
Attach a Resume
Attach a Cover Letter addressing how you meet or exceed qualifications (max 1 page)
Attach a Diversity Statement that addresses the following: Please provide specific examples of how your educational and/or professional experiences, background or philosophy demonstrate your commitment to diversity and equity, and how these prepare you to contribute to Bellevue College (min 1 pg, max 2 pgs)
Attach a copy of academic transcripts (unofficial transcripts may be submitted - official transcripts required upon employment)