Assistant Vice President, Technology Support Services

Assistant Vice President, Technology Support Services
Target Hire Date
2022-01-10-08:00
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The Assistant Vice President of Technology Support Services reports to the Sr Associate VP of Information Technology. This position is responsible for all aspects of front-facing customer support (service intake and incident management) for information technology and media technologies and productions. This includes the IT Help Desk, the Equipment Distribution Center, IT Media Services, Engineering and Repair, as well as video production, sound stage, television production and post-production facilities. Technology support services are provided for more than 6,500 students, and 800 employees. This position oversees a staff of 42 employees, over 200 student employees, and $16.3 million of technology equipment.

• Oversee the College's technology service delivery services for IT and Media Technologies and Production. Responsible for managing all aspects of customer service and support including the use and deployment of computer hardware and software as well as the communication and video production centers and associated equipment.
  
• Lead a thorough program of service delivery metrics based on key performance indicators that are tied to team resource allocation, a service catalogue, performance evaluation, customer satisfaction, and strategic planning. Ensure metrics capture the changing dynamics of the academic year, and adjust resource planning and service levels as necessary.
  
• Continually evaluate the needs of constituents and ensure our service delivery platforms are achieving expected outcomes. Triage major support issues as needed and oversee the provision of VIP support services.
  
• Serve as a major source of input for the strategic planning process of the division and the institution, contributing strategy on new service delivery models for students, faculty and staff as well as strategic plans for facility changes and growth.
  
• Lead communication responsibilities on college-wide issues on behalf of the technology division, overseeing the IT communications team to ensure that communication is timely, thorough, and effective. Ensure all documentation about systems and processes are regularly reviewed and updated.
  
• Working with your directors, lead the annual and long term budget process for equipment and software purchasing. Ensure that the allocation and distribution of equipment meets strategic service requirements by evaluating a comprehensive inventory of all technology assets. Ensure equipment is on a proper lifecycle, that purchasing keeps up with modern technology, and that older software and equipment is assessed for capabilities. Ensure software licenses and vendor contracts are well maintained and properly implemented.
  
• Oversee the tools and systems used by the front-facing teams for the college, ensuring that they meet the needs of all constituencies, and ensuring that best practices are followed to include the establishment of core processes and policy regarding service levels and management.
  
• In collaboration with the IT & MTP leadership team, develop teams that serve the institution as a trusted partner, demonstrate flexibility, and that have a healthy culture. Steward a culture of excellence in managers and mentor members of the team to ensure a creative and enjoyable workplace.
  
• Oversee an ongoing program of cross training and shared support between teams to ensure there is sufficient depth and experience to successfully run operations during peak times and to align resources efficiently during ebbs. Similarly, build career ladders for staff to provide professional growth opportunities.
  
• Provide leadership and support to relevant College-level committees to represent the IT & MTP departments.
  
• Oversee the management of all employees, including student employees, ensuring that the recruiting, onboarding, management, and cycling of student employees meets institutional and divisional objectives for providing opportunities to our students while also meeting our service level goals.
  

Your Qualifications:

10 years experience in leadership/management roles;

Track-record working with diverse groups to achieve a common goal

Extensive experience with metrics and analytics

Outstanding knowledge of customer service

Strong communication skills: public speaking, writing, and outstanding listening skills.

High level of organizational skills and attention to detail

You will be preferred with...

15+ years experience in high-level IT leadership roles;

Background in video production and post-production

IT Helpdesk experience

Equipment vending or rental house experience

AV and streaming event support experience

Grade of Position: A21E

Scheduled Weekly Hours: 36.25

Hiring Range: $151,000.00 - $159,300.00


To apply, please visit: https://emerson.wd5.myworkdayjobs.com/en-US/Emerson_College_Staff/job/Boston-Campus/Assistant-Vice-President-Technology-Support-Services_JR003249

About Us
Emerson College is the nation’s only four-year institution dedicated exclusively to majors in communication and the arts in a liberal arts context. Its main campus is located in the center of the dynamic multicultural city of Boston, in close proximity to major publishing houses, arts institutions, and research centers. The college also has campuses in Los Angeles and the Netherlands. Emerson College enrolls over 4,300 graduate and undergraduate students from more than 70 countries and all 50 states.

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Emerson College believes diversity enriches the educational experience by providing students with the opportunity to learn from individuals who may have different backgrounds, experiences, and perspectives. Engagement with diversity in the curriculum, in our co-curricular offerings, and all other aspects of the College enhances the personal and intellectual growth of all members of our campus community. Emerson is committed to strengthening communities, including our workplace, by fostering the development of the intercultural competencies necessary for meaningful citizenship in an increasingly complex, pluralistic society. Emerson College does not discriminate on the basis of sex/gender in its educational programs or activities. Emerson has designated the Associate Vice President, Title IX, and Clery Coordinator to respond to inquiries regarding the College Sexual Misconduct Policy. The Title IX Coordinator may be reached at 8 Park Plaza, Transportation Bldg, Room 230 Boston, MA 02116; Telephone: 617-824-8999; email: titleix@emerson.edu

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In accordance with the federal Clery and Campus SaVE Acts, Emerson College commits to providing all current and prospective students and employees with access to the annual campus security reports for each of our campuses. This report may be accessed from the Emerson College Police Department website.

Grade Ranges
Information on Emerson College staff grade range

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