Director of Technology Support Services (PA)

The Director of Technology Support Services will oversee the college’s Helpdesk, Desktop Support, and Audio/Video Services. This position plays a critical role in ensuring reliable, responsive, and innovative technology support for students, faculty, and staff across campus. The Director will lead daily operations, develop strategic initiatives, and foster a culture of customer service excellence in a higher education environment. The Director also manages a large portion of the IT budget used for annual replacement,
software procurement and part-time staff. This position also coordinates all activities around student support for all student related software and computer lab setup and configuration. This position is primarily based at the FLCC Canandaigua Campus and requires occasional evening or weekend hours to support events and essential technology needs.

FLCC is committed to diversity, equity and inclusion, and strives to provide an environment that embodies these principles. We strive to attract talented personnel from diverse backgrounds and traditions, particularly of race and ethnicity, gender, gender identity, sexual orientation, nationality, culture, religion, worldview and physical and mental abilities. As such, applicants from historically under-represented groups are highly encouraged to apply.

Qualifications:

Educational Background: Bachelors’ degree required in Information Technology, Computer Science or related field. Master’s Degree preferred

Skills/Experience:

1. Minimum of 5 years of progressive experience in IT support services.

2. Minimum of 2 years in a supervisory role required.

3. Demonstrated experience managing one or more of the following areas: helpdesk operations, desktop support, and audio/visual services.

4. Effective leadership, communication, and organizational skills.

5. Knowledge of higher education technology environments preferred.

6. Familiarity with ITIL practices, ticketing systems, and classroom technology solutions.

Essential Functions:

Leadership & Supervision

1. Directly supervises the full-time Helpdesk, Desktop Support, and Audio/Video Services staff.

2. Provides coaching, mentoring, and professional development opportunities.

3. Establishes clear performance expectations and conduct regular evaluations.

Operational Management

1. Oversees daily operations of technology support services, ensuring timely resolution of issues.

2. Manages and maintains IT budget while working with the financial system to order all hardware and software for FLCC

3. Manages ticketing systems, workflows, and escalation procedures.

4. Coordinates scheduling and resource allocation for classroom, conference room and event technology support.

5. Coordinates college wide IT training on systems and applications.

6. Manages confidential information related to student support for security access to college systems, MFA, and helpdesk tickets in the college Helpdesk System.

Strategic Planning

1. Collaborates with IT leadership to align support services with institutional goals.

2. Develops and implements policies, procedures, and best practices for technological support.

3. Identifies opportunities for service improvement and innovation.

4. Works with college stakeholders to define hardware and software needs for students, faculty
   and staff.

Customer Service & Communication

1. Serves as primary liaison between IT support teams and campus stakeholders.

2. Promotes a customer-focused culture that prioritizes responsiveness and clear
   communication.

3. Provides regular updates and reports on service performance and trends.

4. Supports training in technology systems and applications.

Technology Oversight

1. Ensures reliable operation of end user computing environments, classroom technology, and
   audio/video systems.

2. Oversees deployment, maintenance, and lifecycle management of hardware and software.

3. Coordinates support for campus events requiring audio/visual technology.

Compliance & Security.

1. Ensures adherence to Federal, State, SUNY and FLCC policies, standards, and security
   protocols.

2. Supports accessibility and inclusivity in technology services.

Performs other related duties as assigned by the Chief Information Officer.

Benefits and salary range:

Applicants receiving benefits through the New York State Retirement System should review state regulations regarding post-retirement employment. This position is not eligible for employment under a Section 211 waiver

1. Competitive starting salary in the range of $72,809 to $76,449 and is commensurate with qualifications

2. A flexible work schedule is available upon successful completion of training. This position follows a hybrid model, with a combination of on-site and remote work.

3. NYS retirement or Optional SUNY Retirement Program

4. SUNY Voluntary Savings Plan

5. Comprehensive Health and Dental Insurance through Excellus BCBS

6. FSA

7. 21 days of annual leave, 12 sick days, and 13.5 holidays annually

8. FLCC Tuition Waiver for employee and dependents

9. Tuition assistance – 4-year institutions

Special Notes: Visa sponsorship is not available for this position. If you currently need sponsorship or will need it in the future to maintain employment authorization, you do not meet eligibility requirements.

Application Instructions:

Applicants interested in applying MUST submit the following documents via online:

1. Resume/Cv

2. Cover letter

Applications will only be accepted online.

Finger Lakes Community College does not discriminate against any employee, applicant for employment, student or applicant for admission based on an individual’s race, color, national origin, religion, creed, age, disability, sex, gender identification, gender expression, sexual orientation, familial status, pregnancy, predisposing genetic characteristics, military status, veteran status, domestic violence victim status, criminal conviction or any other category protected by law. The College adheres to all federal and state civil rights laws prohibiting discrimination in public institutions of higher education.

Salary : $72,809 - $76,449