Reporting to the Chief Information Officer, the Director of Technical Support Services (TSS) is responsible for ensuring a customer-centric approach to delivering information technology for the College. The Director provides tactical and operational leadership for the technology support services team, directs the strategic design, acquisition, management, and implementation of technology tools of the college, maintains technology standards, and manages the activities necessary to keep the technology support operation running seamlessly, efficiently, and effectively while ensuring compliance with established standards and policies. The position oversees the operations of the Technical Support Services department and assists the CIO in strategic and budget planning.
- Directs the administration of technical support services for the College.
- Participates in senior technology management discussions and direction setting to align policies and systems with the College objectives.
- Provides recommendations regarding technology needs and direction to the Chief Information Officer.
- Maintains and regularly updates end-user hardware/software standards.
- Oversees hardware inventory/asset tracking and software licensing compliance.
- Responsible for developing and supporting technical support services staff training and professional development.
- Oversees customer issues and ensures effective and long-term problem resolution.
- Meets regularly with college division and department leaders, team members, students, faculty and staff to solicit cooperation, plan initiatives, meet customer requirements, communicate new features and resolve problems.
- Develops and implements procedures pertinent to the effective and efficient operation of the customer-centric Technical Support Services department.
- Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
- Maintains in-depth working knowledge of the College's systems and processes.
- Sets performance standards to meet service goals of College.
- Coaches managers and technical staff in order to achieve high performance.
- Assists in the development and completion of organizational goals, policies, processes, and procedures for the Technical Support Services department.
- Assists the CIO in strategic and budget planning.
- Performs other duties as required.
MINIMUM REQUIREMENTS TO PERFORM WORK:
- Bachelor’s degree required. Will consider applicants who have an earned Associate’s degree who within 2.5 years of hire date will have an earned Bachelor’s degree from an accredited institution.
- Minimum of 5 years of progressive experience leading a technical support organization. Previous supervisory experience of Information Technology professionals is required. Experience supporting IT in higher education preferred.
- Knowledge of computer hardware and software used in a networked and web-based environment; information technology management, designs, setups (configuration), installation, implementation and maintenance; full range of IT services and products; security issues, crisis management and business continuity; legal issues regarding technology; existing, evolving and new technology resources and how to tie these investments to improved performance; driving new continual improvement to IT's strategies in response to the College’s evolving needs.
- Excellent verbal and written communication skills, customer service, interpersonal relationships, leadership and management principles and decision-making abilities.
- Experience with VPN, secure networks and knowledge of Federal and State information security policies and best practices.
- Administrative experience in planning, financial management, and management of staff.
- Experience working with multiple units and/or organizations, building relationships, and with highly collaborative projects.
- Strong project management skills.
- Ability to analyze and improve operational effectiveness, program analysis and strategic planning.
- Skill in managing multiple projects, including development and management of budget.
- Skill in managing the work of others, including leading and motivating staff.
- Ability to direct and communicate College information technology operations and projects.
- Knowledge of the methods used to acquire licensing agreements.
- Varied work schedule during critical periods sometimes requiring evening or weekend hours dependent on the needs of division.
- Ability to work a varied schedule during critical periods including evenings Saturdays, and Sundays.
- Due to the need of interaction with students, employees and the college community this position requires in-person presence. This position is eligible for telework of one day per week.
- Ability to lift and move up to a maximum of 50 lbs. The physical activity of this position includes, but is not limited to: climbing, walking, stooping, kneeling, crouching, reaching, standing, pulling, lifting, grasping, twisting and sitting.
- Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as office or meeting and training rooms, e.g., use of safe work place practices with office equipment, avoidance of trips and falls, and observance of fire and building safety regulations, and traffic signals when driving.
This position supports information technology at Cecil College’s main campus in North East, MD, its additional location in Elkton, MD and all additional instruction