The Director of IT Service Delivery oversees the College's information technology service management organization, including setting standards and pursuing continuous service improvement. The Director is charged with ensuring excellence in service delivery of client-facing technologies and classroom media and computing services, support, and information to the College community. IT Service Delivery is comprised of the Help Desk, Desktop Support, and Academic Computing teams. The Help Desk and Desktop Support teams provide day-to-day administrative technology support for faculty, staff, and students, and the Academic Computing team provides support in the teaching and learning environment.

Responsibilities and Duties:

• Oversee Help Desk, Desktop Support, and Academic Computing staff, providing leadership and direction. Facilitate increased customer satisfaction and minimize service response time. Maintain uptime and functionality of desktop and classroom computing & media environments on each of the College campuses.
• Manage the Help Desk, Desktop Support, and Academic Computing activities and service portfolio, and the organization's operations and staff. Supervises and trains staff and student employees, work-study students and temporary employees, as needed.
• Ensures the delivery of client-facing technology systems, services, support, and communicates relevant technology information to the College community. Collaborates and engages with clients with a proactive attitude to identify, define and implement technology solutions which maximize productivity, efficiency and customer satisfaction.
• Maintain effective communication with users regarding issues and service call resolution.
• Manages all client computing equipment and peripherals purchased by the College for faculty, staff, and students, including budget, purchasing, deployment, inventory, equipment lifecycle and replacement schedule, and endpoint management.
• Assign staff responsibilities, manage technical support and help desk staff scheduling, mentor and develop staff providing direction and encouraging initiative and professional development.
• Identify technical issues and assign appropriate staff.
• Develop policies and procedures for technical and help desk staff as appropriate.
• Coordinate inventory maintenance.
• Work closely with network staff to develop and maintain a useful computing environment with maximum uptime and efficiency.
• Focuses on the Commonwealth's Equity Agenda by applying related best practices throughout all job functions.
• Address and prioritize customer service requests ensuring they are addressed in a professional, solutions-focused approach with can-do attitude. Establish and maintain effective working relationships with clients, colleagues, vendors and partners.
• This position carries out supervisory responsibilities which include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Work with staff scheduling to ensure appropriate coverage at all possible times.
• Review tickets/incidents and assist with the prioritization and assigning of calls.
• Communicate with users regularly regarding any unresolved tickets.
• Plan hardware and software upgrades to minimize disruption to classroom and staff environments while offering maximum functionality.
• Hold regular staff meetings for discussion of technical issues and coordinate approach to services.
• Develop internal policy and procedures for the effective and efficient use of technical staff and physical resources
• Assess and anticipate projects, and recommend appropriate action and resources to meet changing needs
• Assume responsibility for multiple special projects that cross department and divisional lines.

Requirements:

• Six years of experience in user support, preferably in a higher education setting.
• Excellent communication, time management, and customer service skills.
• Demonstrated experience leading teams, preferably in a technology support setting.
• Demonstrated experience supporting a variety of technologies with a high level of user satisfaction, including but not limited to Windows, Mac, and Chrome platforms, Microsoft Office and Adobe Creative Cloud, imaging software, Audio/Video and media, inventory systems, and help desk/knowledge base systems.

Preferred Qualifications:

• Bachelor's degree in Computer Science, Management, or related field
• Professional Service Desk and IT certification or training, such as ITIL
• Demonstrated project management experience
• Demonstrated experience with strategic planning and the communication of future vision

Applicants who do not meet the qualifications as stated above are encouraged to put in writing precisely how their background and experience have prepared them with the equivalent combination of education, training, and experience required for the responsibilities of this position.

Position Status: Non-unit Professional, full-time state funded with benefits, including but not limited to tuition remission, health insurance, dental insurance, long-term disability insurance, state pension, and generous leave time.

Hours: 37.5 per week

Salary: $83,506.94 - $108,556.93 Annually. Commensurate with education and experience.

Worksite: Assignments will include all Massasoit sites; hybrid work schedule is allowed

Deadline to Apply: January 28, 2024