Assoc. Director or Director of Technology Services Center

Reporting to the Chief Information Officer, this position leads and manages a team of six, plus student workers, providing service desk and technical support to students, faculty, and staff.

Management. Manage the team which is responsible for gathering client requests, serving as a dispatcher for items that go to other teams within ITS, and handling those related to desktop software, wireless and computer equipment.

Service excellence. Maintain a high level of quality in customer technology support, and in a timely manner. Make effective use of software to track help desk calls and desktop hardware. Develop and maintain standardized work processes, tools and methodologies which improve quality, efficiency and service to the community

Purchasing/budgeting. Select and purchase computer replacements, printers, computer peripherals and manage computer repairs. Purchase software needed for office and lab computers. Evaluate and negotiate relevant contracts. Manage the inventory of office, lab and classroom computers and peripherals. Create and maintain multi-year replacement budgets to support effective budget planning.

Imaging. Develop the standard software images and supervise the regularly scheduled upgrade and deployment of new computers, ensuring minimal disruption for College employees.

Security. Collaborate with other groups in ITS on issues such as identity management, privacy, and anti-malware efforts.

Mentoring. Provide support, direction, and guidance to Technology Solutions Center team members. Assist team members in reaching professional performance goals.

Student workers. Hire and manage student workers in support of the helpdesk, computer deployments, and other tasks as appropriate.

Collaborate. Collaborate with and learn from other institutions and professional organizations to ensure that efficient methods are used in fulfilling ITS' goals. Think creatively and critically about programs and activities to promote continuous improvement.

Communicate. Maintain open communications with the CIO and the ITS leadership team, keeping ITS informed of significant issues as they arise.

Other duties as assigned.

Requirements

Final title/compensation dependent on the successful candidate's education, skills and work experience. For an Associate Director, a BA/BS degree is required unless accompanied by at least 8-10 years' experience leading teams and projects, preferably in higher education. For a Director role, the finalist must have a BA/BS degree in related field, advanced degree preferred, and 8-10 years of experience in computing services.

• Advanced technical skills working with desktop Windows and Mac computers, operating systems, security issues, and standard software is required.
• Dell or Apple certification, as well as certifications in help desk support, ITIL, networking, or project management are strongly preferred.
• Excellent oral, written and interpersonal communication skills are required.
• Must be able to remain in a stationary position 50% of the time. Frequently moves equipment or boxes weighing up to 50 pounds across campus. Must be able to set up and break down computers and other equipment.

 Work Hours and Travel

• 12 month, full-time
• Monitoring the service desk during evenings and weekends is expected.
• Travel may be required to support the remote campuses.

Resume review begins May 7, 2018