Director of IT Services

Description

Edison State Community College invites qualified candidates to apply for the full-time position of Director of IT Services. The Director of IT Services will be responsible for overseeing and managing the IT helpdesk, developing processes, implementing best practices, and adhering to the ITIL framework. The Director will work closely with the CIO to develop technology policies to be administered throughout the college. The Director of IT Services oversees a team, and several vendors, while providing excellent customer service and efficient, timely solutions for our students, staff, and faculty.

To be considered, candidates should include cover letter, resume, transcripts, and three professional references when completing their online application.

Edison State Community College is an EOE/AA Employer.
Examples of Duties

Customer Service

Maintain and ensure a high level of customer service to all students, staff, and faculty.

Provide initial and refresher customer service training to IT staff.

Facilitate collection of customer satisfaction metrics by rolling out surveys twice a year to staff/faculty and collating and publishing reports.

Helpdesk

Manage the helpdesk operations including triaging of tickets, allocation of tickets, clearance of ticket backlog, closure of ticket based on Service Level Agreement (SLA).

Work with the CIO and setup SLA's for tickets based on prioritization of tickets.

Creatively use helpdesk physical space to encourage students/staff to seek help (via walk-ins) and also facilitate demonstrations of various IT solutions.

Manage the helpdesk rotational shifts optimally and make adjustments based on unplanned leaves.

Manage the helpdesk page on our website to ensure students/staff can get to information quickly and seek help publish helpdesk reports on Portals as well as displays inside college.

Train end users using forums, webinars, newsletters etc.

Classrooms/ Meeting Rooms AV

Communicate with internal and external end users to ensure proper configuration of all IT and AV requests.

Supervise the setup of hardware and software in labs, classrooms, and offices.

Support AV needs for events during and after college hours as needed.

Hardware Procurement / Maintenance

Ensure all laptops/desktops are audited and patches are rolled out on time.

Maintain hardware recycle process - Replace older hardware with newer ones.

Maintain inventory of all hardware including desktops, laptops, projectors, TV's, smart boards etc.

Seek multiple quotes for hardware procurement from approved list of vendors.

Manage Phones for the college including setting up of Cisco call manager system.

Software Procurement / Maintenance

Ensure all software used are licensed and renewed on time.

Ensure pilots are conducted on newer software before procurement.

Seek multiple quotes for software procurement from approved list of vendors.

Manage third party vendors for various systems.

Microsoft 365

Administer Office 365 including Active Directory sync ups, Multifactor Authentication (MFA), and backup/recovery.

Administer SharePoint, OneDrive, and Teams.

Manage backup and retention based on the retention policies of various departments.

Security

Ensure all end user devices are protected by the Sophos product(s).

Ensure Sophos reports are reviewed daily and actions are taken to fix open cases.

Coordinate with external vendor to ensure quarterly risk assessments are completed as well as actions closed, in compliance with Gramm-Leach-Bliley Act.

Team Management

Hire, train, schedule, supervise, and evaluate client service technicians, IT engineers, and helpdesk staff.

Regularly read and review appropriate literature, and have team attend workshops, seminars, and training sessions as prescribed, and participate in college sponsored professional development activities.

Complete recurring 1 on 1's with staff, and perform appraisals as per the cycle followed by the HR department.

Innovation

Routinely identify innovative ideas to help Edison State meet the business strategy plan.

Automate mundane tasks and release metrics before and after.

Additional Responsibility

At times, act as the backup for the CIO and manage the core IT functions during that time.

Other duties as assigned by the CIO.

Qualifications

Required Knowledge, Skills, and Personal Qualifications:

• Ability to demonstrate quality customer service skills.
• Ability to work professionally and collegially with a diverse group of college constituents.
• Experience managing helpdesk function for an organization.
• Experience with computer hardware standards and functionality.
• Experience with computer software and its compatibility with operating systems, networks, and other software, as well as the hardware requirements of each application.
• Knowledge of network and PC troubleshooting techniques.
• Preferred experience in managing Cisco devices.
• Experience with VMware setup.
• Experience managing Office365 setup.
• Knowledge of computer-connected instructional equipment.
• Troubleshooting techniques experience that brings rapid restoration to full capability of impacted equipment.
• Experience managing teams.

Required Experience:

• 7 years of experience providing direct IT related customer service in an academic, industrial, or business setting.
• 4 years of supervisory experience.
• 1-3 years of experience owning budget for a department.

Required Educational Background:

• Bachelor's degree in Computers, Information Technology, telecommunications, or other relevant fields of study.
• ITIL v4 certification preferred.
• CCNA certification desirable.

Supplemental Information

Supervise following staff:

Supervision of Client Services Technicians / IT Engineers

Supervision of Helpdesk Staff

Supervision of Copy Center technician

Other:

Provide evening and weekend coverage as needed.

Serve on committees as assigned.

Provide Coverage for special events held on Campus.

Candidates who will complete a Bachelor's degree within 1 year may be considered.