Director Technology Support & Media Services

Position Title:

Director Technology Support & Media Services

Job Description:

POSITION: Director Technology Support and Media Services
STATUS: Full Time
DEPARTMENT: Technology Support and Media Services t
DIVISION: Information Technology
CLASSIFICATION: Exempt
UNION: Non-union
REPORTS TO: Chief Information Officer
PLACEMENT: Administrative, S14
MINIMUM PAY RATE: Commensurate with experience

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The student population at the college is diverse in ethnicity, gender, language, age and background. Joliet Junior College is an AA/EO employer and strongly encourages applications from candidates who would enhance the diversity of its staff.

POSITION SUMMARY

This position provides leadership and orchestrates collaboration for the daily operations of the service desk, desktop technicians, and media services teams at JJC’s campuses and education centers. The media services operation includes digital signage, print signage, audio production, internal video production, classroom technology, advanced learning technology, virtual/augmented reality, and college photography. Ensures the success of live events at the College. The position is responsible for budget planning and spending; provides leadership and management of day-to-day operation and staff performance; ensures the college’s technology assets are distributed, monitored, and maintained; understands the needs of faculty and supports incorporating technology into the classroom for improving the learning experience.

ESSENTIAL JOB DUTIES AND KEY RESPONSIBILITIES
1. Direct and oversee the management of all aspects of assigned areas which includes Technology Support and Media Services. Leverage synergies and skillsets in these areas to facilitate top-notch frontline technology and classroom support services to faculty, staff, and students. Provide leadership, planning, coaching, staff training, performance evaluation and guidance. Organize and lead departmental and assigned project meetings.
2. Work with the Chief Information Officer (CIO) and the IT management team to develop overall IT strategy in alignment with the college’s strategic plan. Collaborate with the IT Management team to provide positive and effective leadership and management across the Division.
3. Responsible for budget planning and management for assigned areas which includes media services, software and hardware computer accounts, and the yearly replacement for classroom technology equipment.
4. Implement and maintain an information technology asset management (ITAM) system. Work with the college’s financial services and procurement departments to provide status and planned changes to the college’s technology assets.
5. Work closely with vendors and third-party providers of technology and services; develop effective working relationships and partnerships; perform cost/benefit analysis during procurement process, monitoring deliverables, and measure/report on results (including ROI, when applicable).
6. Develop and improve communication, ticket submittal, and escalation processes; oversee the daily management of the college’s technology assets; including assisted listening devices, visual assistant devices, laptops, tablets, hard drives, 3D printers, virtual reality headsets, 3D non-immersive classroom tools, and other devices owned, leased or loaned for the betterment of the learning experience or operation of college departments.
7. Develop and review service level agreements (SLAs) with other areas of the college to increase overall satisfaction with technology services and customer support.
8. Expand and fully leverage the capability of the service desk issue tracking and knowledge base application. Develop and utilize reporting in support of key performance indicators, metrics, and college service level agreements.
9. Evaluate and measure technical support services performance against service level agreements and recommend and implement modifications to existing operations or development of new policies and procedures.
10. Consult with faculty, students, staff, and other college constituents regularly to evaluate issues, identify root causes, identify opportunities for improvement and implement appropriate solutions.
11. Assists with developing, implementing, and supporting appropriate college-wide technology standards and operational policies and procedures.
12. Oversee the coordination and operation of academic computing labs and staff resources at all campus locations.
13. Serve on committees/taskforces as identified. Make presentations as needed.
14. Performs other duties as assigned.

MINIMUM QUALIFICATIONS
1. Bachelor’s degree.
2. Eight (8) years technical support services experience.
3. Knowledge of ITIL (Information Technology Infrastructure Library) and ITSM (Information Technology Service Management) principles.
4. Demonstrated leadership, supervisory, coaching and staff development skills.
5. Experience managing operational and project budgets.
6. Effective communication skills with a proven ability to understand key concepts and communicate effectively with technical staff, business stakeholders and senior management.
7. Proven ability to communicate technical concepts to nontechnical people to enhance understanding and drive decisions that lead to positive outcomes.
8. Proven ability to collaborate, build relationships and influence individuals at all levels in a matrix-management environment (as well as external vendors and service providers) to ensure that segregation and overlapping roles are identified and coordinated.
9. Strong organizational skills, the ability to perform under pressure and management of multiple priorities with competing demands for resources.
10. Strong analytical and critical thinking skills.
11. Proficiency in process formulation and improvement.
12. Ability to establish and maintain cooperative and effective working relationships with other members of the college and community, displaying cultural competence as well as emotional intelligence.
13. Demonstrated commitment to the college’s core values of respect and inclusion, sustainability, integrity, collaboration, humor and well-being, innovation and quality.

PREFERRED QUALIFICATIONS
1. Master’s Degree
2. Industry certification(s).
3. Education and/or certifications in ITIL (Information Technology Infrastructure Library) and ITSM (Information Technology service management) methodologies.
4. Experience in a higher education setting.
5. English and Spanish verbal and written communication proficiency.
6. Demonstrated multicultural competence.

PHYSICAL DEMANDS

1. Normal office physical demands.

2. Ability to travel between campus locations and to and from community events.

WORKING CONDITIONS

Duties are performed indoors in the usual IT office environment.

PHYSICAL DEMANDS

1. Normal office physical demands.

2. Ability to travel between campus locations and to and from community events.

3. Ability to travel in state and nationally.

WORKING CONDITIONS

Duties are performed indoors in the usual office and/or outdoor environment.

Full Time/Part Time:

Full time

Union (If Applicable):

Scheduled Hours:

40
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