Director of Applications Support, Information Technology Services

Massachusetts, United States
Competitive Salary
Mar 17, 2021
Employment Level
Employment Type
Full Time

This position is responsible for strategic and operational leadership of the institution’s enterprise application systems. This responsibility includes design, development, support, and maintenance. The director will work closely with senior institutional leadership, internal ITS leadership, and representatives of administrative and academic departments to develop and execute the institution’s administrative technology tactical plans. The position provides site management with analysis and recommendations to improve and expand applications, system integration and application performance. 


Responsibilities include day-to-day leadership of a team of applications analysts and system administrators responsible for the institution’s ERP and other application systems and infrastructure. This includes the supervision, training, and evaluation of ERP support staff; Prioritization and planning of work schedules and assignments; Communication across organizational units within ITS and with managers and

functional administrators in support of the execution of the administrative technology tactical

plan and various tasks. The Director participates in application development, maintenance, and troubleshooting activities as necessary.

S/he will serve as Project Manager for client facing projects and collaborate closely with other teams within the ITS and community to implement, transition, and enhance services throughout the project’s life-cycle. 

Major Responsibilities:

  • Develop excellent understanding of institutional process needs as they span or interact with the specific viewpoints of individual administrative departments.
  • Solutions should be developed to maximize system improvements from the broadest perspective for the Institution as a whole.
  • Maintain regular interaction with all administrative areas to ensure best support of the work of the Institution, including writing reports and ad hoc queries.
  • Overseeing process flows and serving as the first level of help for business systems.
  • Serve as liaison between functional users and technical support staff for administrative systems.
  • Stay current on product availability to meet Institution needs and propose new initiatives to meet identified needs.
  • Ensure the implementation and oversee change management process for application development and updates.
  • Coordinate process and timing of regular upgrades, applications of program fixes, etc., for existing programs, and integrate with on-going projects.
  • Develop and oversee on-going training program for new and experienced users of administrative systems.
  • Design project teams and strategies to coordinate efforts of people from appropriate administrative and computing departments, outside consultants, vendors, and other ‘user’ groups in meeting the Institution’s goals for use of administrative systems.
  • When administrative systems projects are being considered:
    • Develop needs analyses of potential projects, identify potential solutions and vendors, create requests for proposals, coordinate evaluation of proposals, and facilitate decisions.
    • Prepare project scope and develop project plans, including project tasks, resource allocation, timelines, and deliverables.
    • Design and carry out implementation process. Anticipate problems and resolve issues where conflicting needs and solutions surface.
    • Revise plans and process as needed to respond to unanticipated problems and minimize negative consequences to priority needs. 

Professional Development:

  • Stay abreast of up-to-date standards and best practices for client and educational technologies and systems, project management, and tools through ongoing training and professional development.
  • Cross train with and mentor team members to improve overall administration of systems and applications to ensure efficient and effective delivery of technology resources.
  • Develop personal training plans to enhance technical, analytical and business capability. 

Customer Service:

  • Promote departmental culture of exemplary customer service through frequent communication, positive relations and prompt support.
  • Maintain an effective and positive system of communication between the Technology Center and faculty, staff, administration, and the virtual team of technologists. 

Policies and Procedures:

  • Maintain confidentiality and integrity of the college network, systems and data.
  • Comply with federal and state regulations, college policies and internal procedures.
  • Recommend updates to college policies and internal procedures.

Minimum Qualifications and Skills:

  • Bachelor's degree required.
  • 5+ years of progressively responsible managerial experience in an academic or similarly complex IT environment providing client ERP and related applications support is essential. 


  • Demonstrated experience planning, leading and managing professional IT support operations based on industry best practices and cultivating and developing high-performing teams to possess a strong service ethic, requisite technical skills, and continuous improvement mindset.
  • Understanding of ITIL-based IT service management best practices, as well as industry best practice IT support and client-facing standards, strategies, solutions, and methodologies.
  • Significant direct experience developing, overseeing, measuring and improving business processes using metrics reporting and analysis of key performance indicators (KPI) and service level targets and/or agreements (SLA) to achieve and sustain operational excellence.
  • Working knowledge and experience with Ellucian’s Banner.
  • Familiarity with Linux.
  • Experience with databases such as Microsoft SQL or ORACLE used in conjunction with Higher Education ERP systems.
  • Demonstrated experience leading projects focused on designing and/or implementing new or significantly enhanced IT services.
  • Expert collaboration and customer service skills and demonstrated experience building, maturing and managing client relationships at all levels of an organization in order to align services with functional and business needs of community.
  • Proven ability to perform well under stress when confronted with emergency, critical or unusual customer situations and issues. 

Other Requirements of the Job:

  • Previous experience in higher education.
  • Experience utilizing Agile Project Management or similar framework.
  • Significant direct experience using work order tracking or service management system.
  • Strong communication, collaboration, organizational and time management skills including the ability to multi-task, prioritize, and independently manage a changing workload and schedule for self and assigned student staff in a wide variety of settings and situations.
  • Ability to effectively present information and respond to questions from groups of managers, clients and students.
  • May be required to work evenings and weekends in response to support and project timing issues to minimize downtime and to respond to emergencies.


  • Master’s degree.
  • 7+ years related experience and 5+ directly in Enterprise Applications Support.
  • Certifications: Project Management. 

At the College’s discretion, the education and experience prerequisites may be excepted where the candidate can demonstrate, to the satisfaction of the college, an equivalent combination of education and experience specifically preparing the candidate for success in the position. 

Employment in this position is contingent upon the successful completion of all required pre-employment background checks. 

Please apply online at for consideration.  Interested Applicants must submit a resume, cover letter, and a list of three professional reference names, including complete contact information and professional titles.  One reference must be a former or current supervisor.

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