Associate Director of Workstation Support - Information Technology

Location: Information Technology
Hours: Full-time, Salary

Position Summary:
The Associate Director for Workstation Support provides strategic leadership for all end-user computing environments across the institution. This role ensures that faculty, staff, and students are equipped with reliable, secure, and innovative technology tools that support teaching, learning, and business operations. The Associate Director leads the transformation of workstation services through modern endpoint management practices, user-centered service design, operational analytics, and continuous improvement.
Working in collaboration with IT leadership, this position shapes the vision for end-user technology, guides long-term planning, and ensures operational excellence through a highly engaged and customer-focused team. Key Responsibilities:
Strategic Leadership & Vision

• Develop and execute a forward-looking strategy for workstation support aligned with institutional priorities and IT strategic goals.
• Identify emerging technologies, automation opportunities, and modern service approaches that improve the user experience and operational efficiency.
• Partner with IT leadership to guide the evolution of endpoint management, standardization, security, and digital workplace initiatives.

Operational Excellence & Service Delivery

• Direct daily operations of the Workstation Support department, ensuring consistent, high-quality service delivery.
• Design, implement, and refine processes for endpoint provisioning, lifecycle management, software deployment, and incident resolution.
• Serve as a strategic escalation resource for high-impact or complex support issues.

Team Leadership & Talent Development

• Lead, mentor, and develop a team of full-time staff and student employees, fostering a culture of innovation, accountability, and professional growth.
• Implement workforce planning to ensure appropriate staffing, cross-training, and readiness for evolving technology environments.
• Promote collaboration, knowledge sharing, and a customer-first mindset across support teams.

Technology Governance & Security

• Partner with Information Security to ensure that workstation environments meet security, compliance, and risk-management requirements.
• Oversee the implementation of enterprise tools, including automated deployment technologies and monitoring solutions.
• Ensure that security patches, OS updates, and technology standards are consistently applied across all endpoints.

Customer Experience & Communication

• Champion a positive, user-centric service culture by ensuring timely, courteous, and effective support for all users.
• Lead communication efforts related to workstation changes, technology rollouts, service updates, and training opportunities.
• Oversee the employee technology training program and expand offerings to improve digital competency and reduce support demand.

Innovation, Planning & Continuous Improvement

• Evaluate and recommend new tools, systems, and service models that enhance workstation support and institutional productivity.
• Lead or participate in major IT projects, including hardware refreshes, operating system upgrades, and enterprise software deployments.
• Ensure that workstation operations remain adaptable to institutional growth, remote and hybrid work environments, and evolving pedagogical needs.

Other Duties

• Maintain strong partnerships with academic and administrative units to understand their needs and align services accordingly.
• Perform additional responsibilities as assigned to support the strategic objectives of the Information Technology department.

Qualifications:
Education

• Bachelor’s degree in information technology or a related field required, master’s degree preferred.
• Professional certifications in areas such as ITIL, Microsoft, CompTIA, or Apple technologies are strongly preferred.

Experience & Competencies

• Minimum of five years of progressive experience in workstation/end-user support; leadership or supervisory experience necessary.
• Demonstrated expertise in workstation technologies, endpoint management tools, imaging/deployment systems, and troubleshooting methodologies.
• Strong understanding of current trends in digital workplaces, automation, cloud-based endpoint solutions, and user experience optimization.
• Exceptional communication, interpersonal, and relationship-building skills.
• Ability to lead in a structured, collaborative environment while advancing strategic and operational goals.
• High emotional intelligence, patience, and the ability to support non-technical users effectively.

Special Requirement:
Must have a strongly expressed commitment to Jesus Christ, the teachings and mission of the Seventh-day Adventist Church and an SDA church member in good and regular standing.

Typical Physical Demands: 
Requires sitting, standing, bending, and reaching. It may require lifting up to 25 pounds. Requires manual dexterity sufficient to operate standard office machines such as computers, fax machines, calculators, and telephones. Requires normal range of hearing and vision.

Working Conditions: 
Essential tasks are performed under normal office/school conditions with little or no noticeable discomfort. The work area is well lit and ventilated.