Dir-Tech Support Services

PRIMARY OBJECTIVE

Reporting the Executive Director IT Service Delivery and Academic Technology, the Director of Technology Support Services (TSS) provides leadership in the management of staff and functions within the TSS unit, accountable for developing and implementing strategies to provide front-level support to faculty, staff, and students for all IT services and ensures effective partnerships with technology leaders at the college and district level to coordinate service delivery between the district IT units and distributed IT units (collectively known as the OIT community).

The Director of Technology Support Services also works collaboratively with IT management to plan and deliver effective campus services, Audio Visual (AV) Support, and works to proactively offer services to enable the CCC community to manage their classroom and computer environment (including managed desktop security) more effectively. Performs related duties as required

ESSENTIAL DUTIES

• Leads and motivates staff in the Technology Services Support unit. Supervises the District Office IT support staff in providing front level support with excellent customer service to faculty, staff, and students.
• Builds and develops a customer-focused team that encompasses the functions of the IT Support Center (Help Desk), contracted faculty and staff desktop support (DSS), and consulting services to customers for telecommunications and networking needs.
• Emphasizes and incorporates into the workplace OITs work philosophy that effective customer service and IT service management are the cornerstones of a professional work environment, ensuring message is internalized by staff and student employees.
• Oversees the assignment of user help requests and production support issues via the incident management tracking system to the appropriate staff member or support team for resolution based on a pre-defined matrix.
• Resolves complex questions regarding system statuses, downtime, departmental operating procedures and other IT and AV information.
• Tracks ticket resolution metrics against Service Level Agreements (SLAs) and responds appropriately when SLAs are not met.
• Works with network or application support teams to help identify and correct technology problems as needed.
• Designs, develops, and maintains the IT knowledge database for the help desk and all users.
• Coordinates with district leadership and other stakeholders in the development and review of customer service level agreements to develop performance measurements.
• Leads the campus in looking for opportunities to work together supporting or adapting new technologies, AV standards, and approaches to proactively support users district wide.
• Provides assistance with upgrades to the incident management systems.
• Develops and generates reports to determine work assignment and problem trends.
• Identifies, analyzes, and supports shared service initiatives with other IT leaders.
• Stays current on technology trends and issues and communicates changes to OIT policies, procedures, and changes to systems and networks.
• Provides excellent customer service, including proactively offering services to enable members of the community to more effectively manage their personal compute environment, including managed desktop security).
• Effectively measures user satisfaction with IT services and works within the IT community to improve services and satisfaction over time.
• Advises colleges and departments about technology and the appropriate deployment of services offered by TSS.
• Oversees CCC agreed upon end-user devices standards.
• Participates in researching end-user device technologies that meet customer experience needs, including demonstrations of such technology.
• Represents TSS at customer meetings, internal IT meetings, and meetings with senior administrators.
• Develops documentation of operational instructions, job aides, FAQs, etc.
• Tests application systems under development when required.
• Sends out mass electronic communications on behalf of CCC or IT as directed.
• Generates reports and other relevant data for the Information Technology leadership team including standard PeopleSoft reports, as needed.
• Develops and coordinates the development of a training plan and documentation for help desk procedures.
• Performs management functions related to TSS including budgeting, procurement, contract negotiations, and personnel evaluations and actions.
• Maintains frequent contact with CCC administrators on matters of district-wide policy, especially the divisions of Student Affairs, Facilities Management, and other direct end user impacting functions.

REPORTING RELATIONSHIPS

Reports To                       Executive Director-IT Service Delivery & Academic Technology

Direct Supervision          Manager-Audio Visual Production DO; Manager-District Technical Support; Technology Support Specialist; Technology Customer Service Representatives

QUALIFICATIONS

• Bachelors degree in Computer Science, Information Technology, Business or related field from an accredited college or university.
• Five years of experience in the area of technology customer support service, preferably at a higher education institution
• A combination of education, industry related certification in a relevant IT field, and experience may be taken in consideration based on the applicants credentials.
• Proven ability to think strategically and tactically in developing district-wide approaches to IT services and implementing effective plans for service delivery
• Demonstrated familiarity with desktop computing environments and Internet utility software
• Demonstrated knowledge of Microsoft Windows products, PeopleSoft applications and batch processing, and ITSM solutions
• Knowledge of IT team and project leadership principles and best practices
• Knowledge of  PC System administration (server, desktop, and mobile devices)
• Knowledge of system architecture, design, installation, connectivity and operating system principles
• Knowledge of network foundations
• Excellent communication, writing and presentations skills
• Strong  project management skills
• Strong organizational and time management skills
• Strong analytical and problem-solving skills
• Ability to work within a culturally diverse environment
• Ability to work effectively as a project lead or as a team member
• Ability to manage, motivate, and evaluate professional IT staff
• Ability to identify innovative approaches for service delivery that meet customer needs
• Proficient in the use of  MS Office (Word, Excel, PowerPoint, Outlook)