Senior Director, Technology Client Support Services

Employer
Prince George's Community College
Location
Maryland, United States
Salary
Salary Not Specified
Posted Date
May 13, 2022

View more

Position Type
Faculty Positions, Science, Technology & Mathematics, Computer Sciences & Technology, Administrative, Business & Administrative Affairs, Computer Services & Information Technology, Other Business & Administrative Affairs, Technology Administration/Other, Chief Technology & Information Officers
Employment Level
Administrative
Employment Type
Full Time
Job Vacancy Announcement

Position Information

Position Title

Senior Director, Technology Client Support Services

Position Type

Administrative

Department

Data Science, Innovation & Effectiveness

FLSA

Exempt

Union/Non Union

Non Union

Full Time or Part Time

Full Time

Grade

18

Salary Range

Hiring Salary Range

Salary Commensurate with Experience and Education

Fixed Term/Tenure Track (Faculty Only)

Regular or Temporary

Regular

Job Description Summary

The Senior Director, Technology Client Support Services ( TCSS ) provides leadership, vision, and direction in planning and delivering technology services that have a direct impact on the college-wide user experience, across all locations. The Senior Director is responsible for planning, budgeting, administration, and management of team capacity, operations, and strategic and operational projects, and initiatives. The Senior Director provides leadership and technical guidance for the Technology Service Desk, Desktop Support, and Computer Lab Operations teams. Reporting to the Vice President for Data Science, Innovation, and Effectiveness, the senior director leads a staff of over 30 technical professionals and student workers to create and maintain high-quality technology services for the college community.

Minimum Qualifications

  1. Master’s degree in Information Systems or technology related field required.
  2. Minimum three years supervisory experience in a related environment, and three years’ experience managing user support, software applications, hardware repair, network, or other technology function.
  3. Experience with technology budget and purchasing.
  4. Experience working in a higher education environment preferred.
  5. Experience with ITIL or similar standards, certification preferred.


Criteria

CRITERIA : The following criteria, which are not the sole criteria used in the final hiring decision, will be used to review the applications of those persons who meet the stated minimum qualifications and to select those qualified applicants who will be interviewed. Other information and observations made during the interview process may be considered in the selection process. Resume/CV and cover letter are required with the application. Please ensure that your documents address the criteria listed below for this position.
  • Manages the Technology Service Desk, Desktop Support, and Computer Lab Operations teams.
  • Develops the vision, strategy, and architectural design across all client support and operations functions, including endpoint management, service management, and classroom technology.
  • Develops and implements operational and service management processes to ensure quality, efficiency and agility goals are achieved across all client support services.
  • Contributes to the development and execution of enterprise-wide Technology strategy and ensures its alignment with College goals.
  • Implements ITSM strategies throughout the technology operation, including the management and maintenance of the College’s IT service catalog.
  • Measures user satisfaction and services, seeking to improve services and programs.
  • Develops collaborative relationship with other managers to improve procedures, standards, processes and communication paths for the monitoring and support of the technology operations.
  • Provides leadership and guidance over TCSS and promotes a synergistic team environment.
  • Identify, assess, and mitigate risk with appropriate controls for technology for Desktop Support, Computer Lab, and Service Desk functions.
  • Ensures the end-user technology needs of the college are being met.
  • Directs the selection, acquisition, and installation of software and hardware for all desktop computers college-wide.
  • Fosters an environment that promotes proactive problem solving among Technology Client Support Services staff.
  • Oversees and collaborates with other Technology staff to provide consistency of services and implementation of best practices.
  • Initiates and implements approved standards and procedures for student and faculty utilization of computer lab/classroom equipment and facilities and for users of office desktop technology.
  • Plans, develops and implements new and innovative ways to maximize the efficiency of the computer labs and computer classrooms.
  • Develops and implements equipment life-cycle refresh plan and budget for all desktops, laptops, mobile devices, and printers.
  • Develops and manages key performance indicators ( KPI ) to assess quality of service provided to end-users.
  • Supervises and evaluates full-time and part-time technical staff in the Technology Client Support Services organization.
Job Requirements

  1. Must be available to work Monday – Friday, 8:30 a.m. to 4:30 p.m. Work schedule subject to change based on the needs of the department.
  2. Ability to communicate effectively in spoken and written standard English.
  3. As required by the 1986 Immigration Act, be prepared to present acceptable documentation showing your identity and that you are a U.S. citizen or an alien who is authorized to work.
  4. A limited background investigation will be conducted prior to offer of employment. A signed authorization for release of personal information will be required if selected for an interview.


Is Background Check Required?

Yes

Is the incumbent responsible for working with minor children or directly engaging with minor children on campus?

No

Posting Detail Information

Posting Number

PGCC180011/12

Open Date

05/13/2022

Close Date

Open Until Filled

Yes

Background Check Statement

Prince George’s Community College is committed to providing a safe campus community. PGCC conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, education verification, and when appropriate, a financial (credit) report or driving history check.

Special Instructions to Applicants

Prince George’s Community College values the safety of its students, faculty, and staff. As part of that commitment, the College has announced effective October 21, 2021, all students, faculty, and staff must be vaccinated against COVID -19 or tested for the virus weekly. As a prospective or new employee, you will be required to comply with this mandate and all the necessary safety protocols, including wearing a mask. Please direct your questions related to the vaccination, testing, mask mandates, and requirements for exemptions to VMPO@pgcc.edu .

Application Status ; you will receive an email acknowledging receipt of your application, upon which time no further communication occurs unless selected for an interview or the position is filled. If recommended for hire, communication is immediately sent to your references listed on your application. Also, you will receive an email notification from HireRight requesting you to submit authorization to complete a background investigation.

Applications received by Friday, May 20, 2022 will receive first consideration.
Posting Specific Questions

Required fields are indicated with an asterisk (*).

  1. * Which of the following best describes your level of completed education? (Education details must be included in your application.)
    • Master's Degree or above from an accredited college/university
    • Bachelor's Degree from an accredited college/university
    • Associate's Degree from an accredited college/university
    • One to two years of college credit (30 credit hours is equivalent to one year)
    • Less than 30 credits from an accredited college/university
    • High School Diploma or GED
    • None of the above
  2. * Do you have three years’ experience managing user support, software applications, hardware repair, network, or other technology function?
    • Yes
    • No
  3. * Briefly describe your experience referenced in the previous question. Do not enter 'See Resume'

    (Open Ended Question)

  4. * Briefly explain your experience with technology budget and purchasing.

    (Open Ended Question)

  5. * Min Qual: Do you have three years supervisory experience?
    • Yes
    • No
  6. * How did you hear about this employment opportunity?
    • HERC
    • HigherEd Jobs
    • Hispanic Outlook
    • Indeed
    • Personal Referral
    • PGCC Website
    • Social Media (LinkedIn, Twitter, Facebook)
    • The Chronicle of Higher Ed
    • The Washington Post
    • Other: Please indicate below
    • Educause
  7. How did you hear about this employment opportunity? If you selected 'Other' please indicate source:

    (Open Ended Question)

Applicant Documents
Required Documents
  1. Resume
  2. Cover Letter
Optional Documents
  1. Transcripts
  2. Letter of Recommendation 1
  3. Certifications - See Minimum Qualifications for type


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