Assistant Director for Technology Support Center (Administrator I) / ITS - Technology Support Center

California State University, San Bernardino
California, United States
Salary Not specified
Feb 22, 2021
Employment Level
Employment Type
Full Time

Assistant Director for Technology Support Center (Administrator I) / ITS - Technology Support Center
California State University, San Bernardino


Employment Status: Full-time, At-Will, "Exempt" position, included in the Management Personnel Plan (MPP).

Work Schedule: Generally, Monday through Friday, 8:00 a.m. to 5:00 p.m. (May required to work nights and weekends pending operational needs).

First Review Deadline: This position will remain open until filled. Applications will be reviewed beginning January 22, 2021.

Required Application Materials:
All applicants must submit 1). Letter of interest or cover letter, 2). Current resume or curriculum vitae, 3). Three professional references who can provide assessments of your professional experience, accomplishments, and prospects for success in this position, and 4). Diversity Statement - may include your interpretation of diversity, inclusion, gender equity and must include specific examples of how your educational and/or professional experiences, background/philosophy has prepared you for this role at California State University, San Bernardino (maximum 250 words).

About CSUSB:
California State University, San Bernardino is a preeminent center of intellectual and cultural activity in Inland Southern California. Opened in 1965 and set at the foothills of the beautiful San Bernardino Mountains, the university serves more than 20,000 students each year and graduates about 4,000 students annually. CSUSB reflects the dynamic diversity of the region and has the most diverse student population of any university in the Inland Empire. Seventy percent of those who graduate are the first in their families to do so.

At CSUSB, you can:
  • Build your future
  • Work with the best
  • Be your authentic self
  • Focus on you
  • Make a lasting impact
  • Work for a purpose that is greater than your own
  • Bring everything you are, become everything you want
Department Summary:
California State University, San Bernardino's (CSUSB) Division of Information Technology Services (ITS) is looking for an Assistant Director for Technology Support. Come join our dynamic and collaborative team!
Technology Support Center (TSC) is the one-stop shop for support, information, and consultation of all technology-related matters. On a 24/7 basis, the Technology Support Center provides the university with effective, timely, and consistent responses to technology support needs.
The TSC is the issuer of Coyote OneCard, the official CSUSB identification card. We provide students, faculty, and staff assistance and training on campus resources such as myCoyote, Blackboard, campus email systems, Google G Suite, Office 365. We also assist with desktop support and provide access to many campus-licensed software.

To apply through our new CSU Recruit System, please CLICK HERE.

Typical Activities
What You'll Do
The Assistant Director of the Technology Support Center is responsible for the operational planning, strategy, and roadmap, and overseeing the Technical Support, Training Services, and Enterprise Service Management teams. There are 12 amazing staff that you get to work with every day!

You will oversee the day-to-day operations of the Technology Support Center to provide technology support services to students, faculty, and staff across the University and will direct and participate in efforts for service and delivery optimization, improved quality, and enhanced innovation.

You will assist in reaching departmental goals, standards, and objectives and ensures that service level objectives are achieved, and customer expectations are met or exceeded. On the technical side, you will oversee and assist in administering a number of virtual servers, databases, and applications that are used campus-wide.

You'll work across teams, with stakeholders, and with third party vendors to get projects done. Our projects involve assessing and implementing a wide variety of technologies -- from digital wallet, mobile ID to chatbot -- and vary in complexity, so you'll always have different and interesting things to do! Vendor relationship management is also key; you will negotiate schedules, resources, and product/service quality to ensure success.

Minimum Qualifications
Education and Experience:

  • Bachelor's degree and at least two (2) years of experience in technical project management, IT, or related disciplines; two (2) years of supervisory experience
  • Demonstrated leadership and customer service experience requiring a high level of professionalism working in higher education or other agencies.
Preferred Qualifications:
  • Demonstrated skills in an institutional/educational environment utilizing a customer-oriented and service-centered attitude is highly desired.
  • Strong ability to maintain high quality/standards of work, initiative, problem solving, commitment, creativity, professional responsibility, and judgment, ability to represent the University and its interests in a professional and conscientious manner.
  • Ability to effectively lead projects, as well as teams, in understanding objectives, gathering requirements and issues, evaluating and arriving at solutions, completing tasks and action items, and meeting project deadlines.
  • Strong ability to interpret, apply, work with, and explain to others a variety of complex technical procedures and processes (including pertinent laws and regulations such as HIPAA and FERPA) and understanding the underlying intent; communicating with accuracy and efficiency, sound judgment, and professional integrity.
  • Familiar with the PeopleSoft modules for relevant functions.
Knowledge, Skills, and Abilities:
  • Strategic, innovative, and creative mindset.
  • Customer-centric approach to service delivery.
  • An inclusive leadership style and demonstrated collaborative working relationships.
  • Excellent communication and negotiation skills.
  • Sound project management and operational planning skills.
  • Ability to set own priorities to coordinate multiple assignments with fluctuating and time sensitive deadlines.
  • Ability to initiate, establish, and foster communication and teamwork by maintaining a positive, cooperative, productive work atmosphere in and outside the ITS division.
  • Ability to effectively communicate technological information in a clear and understandable manner, both verbally and in writing.
  • Ability to lead programmatic or organizational change across an organization.
  • Ability to understand and define internal and external stakeholder requirements.
  • Ability to establish and maintain effective working relationships within a diverse population and with those from various cultural backgrounds.
  • Ability to use tact and diplomacy to effectively handle a broad range of high level and sensitive interpersonal situations with diverse personalities, and to respond appropriately to conflicts and problems.
  • Ability to interpret, communicate, and apply policies and procedures.
  • Demonstrated ability in managing time and priorities.
  • Knowledge of developing processes to test, evaluate, and recommend use of computing technologies.
  • Knowledge in the configuration and installation of hardware and software systems.
  • Knowledge in both Mac & Windows operating systems and in using a variety of computer applications, databases, and cloud-based technologies.

Supplemental Information

A background check (including a criminal records check) must be completed satisfactorily before any candidate can be offered a position with the CSU. Failure to satisfactorily complete the background check may affect the application status of applicants or continued employment of current CSU employees who apply for the position.
The person holding this position is considered a `mandated reporter' under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083 as a condition of employment.

California State University, San Bernardino is an Affirmative Action/Equal Opportunity Employer. We consider qualified applicants for employment without regard to race, religion, color, national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, or protected veteran status.

This position may be "Designated" under California State University's Conflict of Interest Code. This would require the filing of a Statement of Economic Interest on an annual basis and the completion of training within 6 months of assuming office and every 2 years thereafter. Visit the Human Resources Conflict of Interest webpage link for additional information:

This position adheres to CSU policies against Sex Discrimination, Sexual Harassment, and Sexual Violence, including Domestic Violence, Dating Violence, and Stalking. This requires completion of Sexual Violence Prevention Training within 6 months of assuming employment and on a two-year basis thereafter. (Executive Order 1096)

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