Lead the Technical and Client Services team within the IT Support Services group, managing the staff and providing technical direction and leadership on all client software issues (Windows, OS X, iOS and Android). Develop the college’s computer configuration and desktop management strategy and provide oversight of the systems, processes and procedures for supporting administrative and instructional computing, including physical and virtual machines used in labs and classrooms. Oversee the technical program to develop, test, configure, deploy, manage and support the college’s computers. Oversee the campus’ enterprise print solution and other assigned systems. Implement and maintain technical tools to enable automation and streamline the day-to-day work of technical support staff as well as end users. Help to further the goals of the institution by providing innovative solutions and by optimizing and enhancing ITS’ approach to client services. Participate in the ITS extended leadership team and associated strategic, operational and budget planning activities; participates in cross-functional service teams, and represents ITS in campus-wide activities.
Take appropriate actions to support a diverse workforce and participate in the College's efforts to create a respectful, inclusive, and welcoming work environment.
Direct the work of Technical & Client Services team members, including supervision, performance management and review, prioritization of team workload and assignments, and ensuring appropriate professional development.
Computer configuration program management
Develop and oversee the college’s Computer imaging and device management process. Design, configure and maintain configurations for college-owned computers, including security management, operating systems, and application updates and patches. Oversee the packaging and distribution of software to support computing needs throughout the college, including administrative, faculty, classrooms and lab computers. Responsible for developing and managing a robust testing methodology, working closely with ITS groups and campus stakeholders on requirements and functionality of deployed computers. Create and manage virtual desktops as part of an overall desktop strategy.
Hardware Repair and Technical Services
Oversee the Technical and Client Services team’s work in support of Tier 2 and 3 desktop support and hardware repair. Work closely with the IT Service Desk to provide guidelines and support for intake and Tier 1 support of desktop issues for both college owned computers and student owned hardware. In these capacities, assists with creation of written technical procedures and online user documentation.
Provide and/or delegate application administration of enterprise systems within the Technical and Client Services area; these may include campus-wide printing solutions, endpoint client security, desktop deployment and management, software distribution and Microsoft license manager, keyserver, and other client-facing systems as needed.
Participate in the ITS Extended Leadership team and the IT Support Services leadership team. Lead and support designated ITS service teams, working collectively with other team members to support service goals and planning. Participate in IT service management protocols, IT operational, strategic and organizational development planning, and annual and multi-year budget processes. Act as a partner to ITS and campus stakeholders, developing trust and credibility as an individual and on behalf of the ITS organization.
All employees are expected to participate in the College's efforts to create a respectful, inclusive, and welcoming work environment.
Bachelor’s Degree, preferably in Computer Science, Computer Technology, Computer Engineering, or related field; and 3 - 5 years’ relevant experience or an equivalent combination of education and experience. Advanced knowledge in Windows and Macintosh Operating Systems and demonstrated experience managing both platforms in an enterprise environment.
Experience working with individuals from diverse backgrounds.
Experience in managing a computer base of greater than 500 systems using enterprise-level desktop management systems. Experience with hard disk imaging software and DEP deployments. Experience managing computer systems within a Higher Education environment. Five (5) years or more experience with Active Directory, including group policy administration. Experience managing vendor relationships. Demonstrated understanding and experience with TCP-IP networking. Practical experience in trouble-shooting client software issues and Project Management. Knowledge of network print servers, configuration and management. Familiarity with iOS and Android.
Ability to work effectively on multiple concurrent projects. Ability to synthecize various use cases and technical requirements to develop robust, creative solutions. Experience leading teams; demonstrated ability to partner with diverse teams throughout an organization and to work effectively with end users of varying technical knowledge to deliver solutions. Strong communication skills, strong attention to detail and accuracy; good judgment; discretion and ability to maintain confidentiality; ability to interact with diverse constituencies; demonstrated ability to manage multiple tasks simultaneously; in-depth knowledge of computer hardware; and a strong aptitude and desire to learn new technologies.
Successful ITS managers and directors are known for leading teams that demonstrate effective project and service delivery, consistent adoption of new and emerging organizational practices, effective collaboration and communication across organizational boundaries, and timely and effective follow through. They are known for dedicated pursuit of successful IT outcomes for our campus communities and for leading their teams to get the right work done well.
All successful ITS staff are known for effectively applied expertise, thoughtful attention to detail, timely and appropriately calibrated follow-up, proactive and constructive problem-solving, openness to new approaches, and for building effective partnerships and trust within ITS, across the College and (where relevant) with external partners.
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