What are the responsibilities and job description for the Assistant Director of Help Desk (Pirate Techs) position at East Carolina University?
INTERNAL POSTING: Open only to applicants currently employed by East Carolina University
The Assistant Director, Pirate Techs Support will oversee both the Pirate Techs walk-in support center locations and the IT Service Desk, with each location and the service desk organized as individual Pods. Collectively, these Pods will comprise at least eight (8) full-time staff members, supported by an additional working supervisor who will assist with day-to-day leadership and operations.
In partnership with the working supervisor, the Assistant Director will lead the development of a new Pirate Techs support structure, collaborating closely with colleagues across Client Engagement & Support – End User Support. This structure is designed to enhance operational alignment, encourage cross-functional collaboration, and promote professional growth across all support modalities.
IT Service Management and Support:
Manage day-to-day operations of the Pirate Techs walk-in Technology Support Centers across Main Campus and the Health Sciences Campus, as well as the centralized IT Service Desk. Provide general IT support for faculty, staff, and students on university systems. Evaluate and resolve hardware, software, and network connectivity issues. Provide first-level IT support for basic to moderately complex issues using documentation, training, and technical resources. Identify emerging trends and recommend technical solutions to current and future problems.
Team Leadership and Operations:
Supervise and mentor Pirate Techs staff and the working supervisor. Oversee hiring, training, scheduling, performance evaluations, and time approvals for full-time staff and student workers. Anticipate IT equipment needs and coordinate with departmental supervisors.
Strategic Planning and Service Optimization:
Develop procedures and guidelines to ensure adherence to ITCS technical standards and security protocols. Coordinate project management activities, including scheduling and reporting on shared and campus-wide initiatives. Collaborate with other IT teams to improve processes and enhance customer service delivery. Research and implement new technologies based on departmental needs and participate in strategic planning initiatives.
Outreach, Engagement, and Compliance:
Work with departments across campus to update student computer requirements. Represent Pirate Techs on university committees and professional organizations. Provide operational and technical support for university-wide initiatives such as Orientation, IECHS Onboarding, the Brody School of Medicine Student Laptop Rollout, and other events where Client Support resources are mobilized to meet institutional needs.
Escalation and Specialized Support:
Serve as an escalation point for complex or sensitive support issues. Research and evaluate emerging technologies, including AI tools, to enhance service delivery and supplement staff capabilities. Ensure seamless coordination and integration across phone, email, artificial intelligence tools, and in-person support channels to deliver consistent and responsive client experience. Monitor ticketing trends and user feedback to identify areas for improvement.
The standard work schedule for this position will need to be adjusted to meet the position requirements, which include and are not limited to evening and weekend hours to perform scheduled and unscheduled workload requirements to maintain University operations.
This position requires the employee to reside within a reasonable commutable distance of the ECU main campus. “Reasonable commuting distance” is defined as a location that does not exceed a distance that can be safely traveled in two hours by automobile under average conditions of traffic, weather, and roads to employee’s assigned duty station in Greenville, NC.
Contingent upon availability of funds.
The Assistant Director, Pirate Techs Support will oversee both the Pirate Techs walk-in support center locations and the IT Service Desk, with each location and the service desk organized as individual Pods. Collectively, these Pods will comprise at least eight (8) full-time staff members, supported by an additional working supervisor who will assist with day-to-day leadership and operations.
In partnership with the working supervisor, the Assistant Director will lead the development of a new Pirate Techs support structure, collaborating closely with colleagues across Client Engagement & Support – End User Support. This structure is designed to enhance operational alignment, encourage cross-functional collaboration, and promote professional growth across all support modalities.
IT Service Management and Support:
Manage day-to-day operations of the Pirate Techs walk-in Technology Support Centers across Main Campus and the Health Sciences Campus, as well as the centralized IT Service Desk. Provide general IT support for faculty, staff, and students on university systems. Evaluate and resolve hardware, software, and network connectivity issues. Provide first-level IT support for basic to moderately complex issues using documentation, training, and technical resources. Identify emerging trends and recommend technical solutions to current and future problems.
Team Leadership and Operations:
Supervise and mentor Pirate Techs staff and the working supervisor. Oversee hiring, training, scheduling, performance evaluations, and time approvals for full-time staff and student workers. Anticipate IT equipment needs and coordinate with departmental supervisors.
Strategic Planning and Service Optimization:
Develop procedures and guidelines to ensure adherence to ITCS technical standards and security protocols. Coordinate project management activities, including scheduling and reporting on shared and campus-wide initiatives. Collaborate with other IT teams to improve processes and enhance customer service delivery. Research and implement new technologies based on departmental needs and participate in strategic planning initiatives.
Outreach, Engagement, and Compliance:
Work with departments across campus to update student computer requirements. Represent Pirate Techs on university committees and professional organizations. Provide operational and technical support for university-wide initiatives such as Orientation, IECHS Onboarding, the Brody School of Medicine Student Laptop Rollout, and other events where Client Support resources are mobilized to meet institutional needs.
Escalation and Specialized Support:
Serve as an escalation point for complex or sensitive support issues. Research and evaluate emerging technologies, including AI tools, to enhance service delivery and supplement staff capabilities. Ensure seamless coordination and integration across phone, email, artificial intelligence tools, and in-person support channels to deliver consistent and responsive client experience. Monitor ticketing trends and user feedback to identify areas for improvement.
The standard work schedule for this position will need to be adjusted to meet the position requirements, which include and are not limited to evening and weekend hours to perform scheduled and unscheduled workload requirements to maintain University operations.
This position requires the employee to reside within a reasonable commutable distance of the ECU main campus. “Reasonable commuting distance” is defined as a location that does not exceed a distance that can be safely traveled in two hours by automobile under average conditions of traffic, weather, and roads to employee’s assigned duty station in Greenville, NC.
Contingent upon availability of funds.
Minimum Education/Experience
Bachelor’s degree and 2 years of relevant experience or equivalent combination of education and experience.
All degrees must be received from appropriately accredited institutions.
All degrees must be received from appropriately accredited institutions.
License or Certification Required by Statute or Regulation
NA
Preferred Experience, Skills, Training/Education
- Bachelor’s or master’s degree in information technology, computer science, or a related field.
- Experience managing IT service desks and walk-in support centers in a higher education or large enterprise setting.
- Familiarity with ITSM platforms (e.g., TeamDynamix), endpoint management tools, and customer service metrics.
- Demonstrated ability to lead hybrid support teams and deliver high-quality, customer-focused IT services.
- Strong communication, organizational, and problem-solving skills.
Special Instructions to Applicant
East Carolina University requires applicants to submit a candidate profile online in order to be considered for the position. Candidates must also submit a cover letter, resume, and a list of three references, including contact information, online.
Applicants must be currently authorized to work in the United States on a full-time basis.
Applicants must be currently authorized to work in the United States on a full-time basis.
Additional Instructions to Applicant
In order to be considered for this position, applicants must complete a candidate profile online via the PeopleAdmin system and submit any requested documents. Additionally, applicants that possess the preferred education and experience must also possess the minimum education/experience, if applicable.
Job Open Date
12/09/2025
Open Until Filled
No
Job Close Date - Positions will be posted until 11:59 p.m. EST on this date. If no closing date is indicated, the position may close at any time after the initial screening date.
12/16/2025
Initial Screening Begins
12/17/2025
Rank Level
Quick Link for Direct Access to Posting
https://ecu.peopleadmin.com/postings/90577
Nondiscrimination Statement
East Carolina University is committed to workforce success and cultivating a culture of care for our employees. ECU prohibits unlawful discrimination and harassment based on race/ethnicity, color, genetic information, national origin, religion, sex, sexual orientation, gender identity, age, disability, political affiliation, and veteran status. All qualified applicants will receive consideration for employment without regard to their protected veteran status or disability.
Individuals requesting accommodation under the Americans with Disabilities Act Amendments Act (ADAAA) should contact the ADA Coordinator at (252) 737-1018 (Voice/TTY) or ADA-Coordinator@ecu.edu.
Individuals requesting accommodation under the Americans with Disabilities Act Amendments Act (ADAAA) should contact the ADA Coordinator at (252) 737-1018 (Voice/TTY) or ADA-Coordinator@ecu.edu.
Eligibility for Employment
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. ECU participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
Department for People Operations, Success, and Opportunity
If you experience any problems accessing the system or have questions about the application process, please contact the Department for People Operations, Success, and Opportunity at (252) 328-9847 or toll free at 1-866-489-1740 or send an email to employment@ecu.edu. Our office is available to provide assistance Monday-Friday from 8:00-5:00 EST.