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Director, IT Customer Support & Quality Assurance

Job Details



About CCRI and the Role

Position Title

Director, IT Customer Support & Quality Assurance

Department

Information Technology

Position Category

Staff - NonClassified

About CCRI

The Community College of Rhode Island is New England’s largest community college, and a nationally-recognized leader in catalyzing student success and achievement for recent high school graduates and returning adults alike.

We provide affordable, open access to higher education, and we deliver on our mission to offer all students the opportunity to acquire the knowledge and skills necessary for intellectual, professional and personal growth.

Diversity is our strength. We champion equity, and we celebrate, support and thrive on the diverse experiences, backgrounds, and perspectives that are represented across our four campuses.

We strive to hire and retain culturally competent faculty and staff whose demographics are reflective of our diverse student body. To learn more about our employees’ values and what it means to work here, learn about our Guiding Principles here .

Posting Details > Special Instructions to Applicants


To apply for this position:

· Complete CCRI’s online application, and attach a cover letter and resume by the closing date.
· If attaching a resume complete with education history and/or employment history, please
disregard these sections within the online application.
· Please include the contact information for three (3) references within the application.
· Finalists will be required to provide official college transcripts.
· Please note that all RI Council of Postsecondary Education employees (i.e., full- and part-time
faculty and non-classified employees) must be fully vaccinated and boosted when eligible. Learn
more about CCRI’s vaccination policy here .

Please contact Human Resources at 401-825-2311 ( TTY : 401-825-2313) if you require assistance with the online application process.

EEO Statement


CCRI is an Equal Opportunity/Affirmative Action employer.

CCRI prohibits discrimination, including harassment and retaliation, on the basis of race, color, national or ethnic origin, gender, gender identity or expression, religion, disability, age, sexual orientation, genetic information, marital status, citizenship status, or status as a protected veteran. Inquiries or complaints concerning discrimination shall be referred to CCRI’s Title IX Coordinator at TitleIXCoordinator@ccri.edu

The Clery Act requires colleges and universities to report campus crime data, support victims of violence, and publicly outline the policies and procedures they have put into place to improve campus safety.

Job Summary

Lead a customer service focused team providing end-user support across the College.

Duties and Responsibilities

· Provide strategic leadership, planning and vision for the college’s customer/end-user support functions that include the Help Desk, User Support and inventory management.
· Provide leadership for the Help Desk, Desktop Services, and Classroom Support areas.
· Partner with appropriate college academic departments, administrative departments, college leadership, students, IT management team, strategic vendors and other off-campus organizations to define and establish goals, priorities and operational and strategic plans for providing support that meets the college’s current and future needs. Oversee the onsite and remote installation, maintenance, and operation of all public computing facilities and labs.
· Develop and manage a Total Cost of Ownership ( TCO ) program for planning and evaluating customer/end-user technology, asset acquisition and technology retirement.
· Oversee the management and operation of Information Technology customer/end-user support systems.
· Coordinate the development and review of Service Level Agreements (SLAs) with other Information Technology functional areas and key customer groups to establish realistic expectations; and continually increase customer satisfaction within budget and other college constraints.
· Develop and administer an IT quality monitoring and improvement function that identifies, collects, analyzes, measures and reports IT service delivery data against published service level agreements.
· Implement innovative staffing, scheduling and self-service models to provide superior customer support coverage within budget constraints.
· Oversee the evaluation, purchase, maintenance, support and inventory management of college owned and supported end-user software and hardware.
· Act as a change agent to introduce new technologies utilizing creative and organized approaches.
· Participate in college committees and working groups to promote best practice use of information technology in administration and instruction.
· Collaborate with other IT groups to ensure high quality service and successful project implementations.
· Respond to technical emergencies outside of normal working hours as needed.
· Recommend applications, equipment, support strategies, and training programs.
· Stays current with customer/end-user technology, applications, and administrative and academic trends in higher education technology.
· Other related duties as required.

Minimum Requirements

· Bachelor’s degree preferably in Computer Science, Business or a related field with five years of related experience required.
· Experienced and innovative customer service focused technology manager with a demonstrated record of leadership, problem solving, staff development and knowledge of project management methodologies.
· Knowledge and experience developing and deploying IT service management tools, service level agreements and best practices to align IT services with business needs.
· Knowledge and experience evaluating, deploying and managing Help Desk systems that support ticket management, self-service/automation and reporting/optimization.
· Knowledge and experience managing remote desktop management tools and technology to remotely support customer/end-user technology, schedule software distribution, patch management and hardware/software inventory management.
· Demonstrated experience in the development of technical documentation, support web sites, and technology training programs is required.
· Knowledge of teaching techniques and the use of technology in higher education instruction is required.
· Ability to work collaboratively across the college and effectively communicate verbally and in writing to technical and non-technical audiences.
· Ability to monitor and report service level compliance and promote quality achievement and performance improvement across the department.
· Excellent analytical, organizational and communication skills are required.
· Excellent supervisory skills and the ability to work collaboratively within a team is required.

Competencies and Desired Qualifications

· Master’s degree preferably in Computer Science, Business or a related field with three years of related experience preferred.
· Experience teaching at the college level is preferred.

Position Details

Position Information

Full-Time/Part-Time

Full-Time

FLSA

Exempt

Pay Grade

BOE 16

Salary Information

Salary commensurate with education and experience. The anticipated target starting salary is $130,000.

Benefits

Full-time employees enjoy an array of benefits, including:

• Comprehensive Health Benefits and Rewards for Wellness Incentives
• Paid Time Off
• Parental Leave
• In-State Tuition Waivers
• Legal Care Insurance

For a complete listing, visit: https://ccri.edu/hr/benefits/index.html

Collective Bargaining Unit

Reports To

Chief Information Officer

Permanent/Limited position

Permanent

Position End Date

Academic/Calendar Year

Calendar

Work Schedule Information

Non-Standard, 35 hours per week.

Campus Location

Initially located at the Warwick Campus

Civil Service List position

Environmental Conditions

This position is not substantially exposed to adverse environmental conditions.

Posting Details

Posting Details

Number of Vacancies

1

Application Open Date

01/25/2023

Application Close Date

Posting Number

SF00870

Quick Link

https://jobs.ccri.edu/postings/4336

Special Instructions to Applicants

Some roles will require finalists to provide official college transcripts and proof of COVID -19 vaccination.

Disability Accommodations

CCRI is committed to ensuring the full participation of all applicants throughout the recruitment process. If you should require an accommodation during the application process, please notify the Department of Institutional Equity and Human Resources prior to the closing of the posting by calling (401) 825-2311.

EEO Statement

All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

CCRI is an Equal Opportunity/Affirmative Action Employer. CCRI prohibits discrimination on the basis of race, color, creed, national or ethnic origin, gender, religion, disability, age, sexual orientation, genetic information, gender identity or expression, marital, citizenship status and veteran status in all employment matters. CCRI espouses that all employees and applicants have a right to equal opportunity in all terms, conditions, and privileges of employment.

Sexual harassment is a form of gender-based discrimination prohibited by Title IX.

The Jeanne Clery Act requires institutions of higher education to disclose campus policy statements and crime statistics. Reports can be made available upon request.

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have a Bachelor's Degree in Computer Science or a closely related field?
    • Yes
    • No
  2. * Are you an experienced and innovative customer service focused technology manager with a demonstrated record of leadership, problem solving, staff development and knowledge of project management methodologies?
    • YES
    • NO
  3. * Do you have knowledge of teaching techniques and the use of technology in higher education instruction?
    • Yes
    • No
  4. * In order to improve CCRI's advertising strategy, please let us know where you FIRST learned of this job opportunity. Please be specific when using website or publication names (example: LinkedIN, HigherEdjobs, Chronicle, personal referral, etc.).

    (Open Ended Question)

Applicant Documents
Required Documents
  1. Resume
  2. Cover Letter/Letter of Application
Optional Documents

Company

CCRI

The Community College of Rhode Island is the state’s only public comprehensive associate degree-granting institution. We provide affordable open access to higher education at locations throughout the state. Our primary mission is to offer recent high school graduates and returning adults the opportunity to acquire the knowledge and skills necessary for intellectual, professional and personal growth through an array of academic, career and lifelong learning programs. We meet the wide-ranging educational needs of our diverse student population, building on our rich tradition of excellence in teaching and our dedication to all students with the ability and motivation to succeed. We set high academic standards necessary for transfer and career success, champion diversity, respond to community needs, and contribute to our state’s economic development and the region’s workforce.

CCRI offers the lowest tuition of any college in the state, and we’re dedicated to providing open access to Rhode Islanders who want the knowledge, skills, and training necessary to enter high-quality careers or transfer to four-year institutions.

From its modest beginning with 325 students in 1964, CCRI has grown to include four full-service campuses and two satellite campuses, serving approximately 18,000 students. Campuses are located throughout the state in Lincoln, Providence, Warwick and Newport.

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