Position Description

Reporting to the Assistant Vice President of IT (CIO), the Director of IT Support Services is responsible for overseeing the deployment, management, asset tracking, and maintenance of desktops, laptops, classroom technology, and event technology across the college. This role also includes managing the IT helpdesk staff to ensure efficient and effective support for all users. The Director ensures that all endpoint systems are secure, up-to-date, and fully operational to support the institution's academic and administrative functions.

Education & Experience Requirements

Education required:

• Bachelor’s degree

Education preferred:

• ITIL or Information Technology-related certifications

Experience required:

• 7+ years of progressive experience in IT support services, including at least three years in a supervisory or management role overseeing technical support teams.
• Experience deploying and managing endpoint devices and associated software.
• Experience managing information technology support services.
• Experience overseeing information technology budgets.
• Experience developing and maintaining vendor relationships.
• Experience directing and organizing information technology-related projects.

Experience preferred:

• Experience in higher education or a public sector setting.

Essential Functions & Position Duties

• Develop and execute a strategic vision for IT Support Services that aligns with institutional goals, proactively addressing evolving needs in office, classroom, and event technologies.
• Lead and manage the IT support team, including hiring, training, performance evaluation, and professional development, while fostering a collaborative, high-performing environment.
• Ensure efficient delivery of IT support services by overseeing incident resolution and service requests, and by establishing KPIs to monitor performance and drive continuous improvement.
• Manage support processes for classroom technologies such as audiovisual systems, LMS integrations, and instructional tools, collaborating with faculty and academic affairs to meet instructional needs.
• Provide comprehensive support for office technologies, including hardware, software, and network connectivity, collaborating with administration and other offices to meet business needs.
• Manage staffing and technology for college-supported events, including audio, video, and livestream technologies.
• Oversee IT support projects from planning through implementation and ongoing maintenance.
• Build strong relationships with faculty, staff, and students to ensure high customer satisfaction, using feedback to enhance services.
• Manage vendor and service provider relationships.
• Develop and oversee the IT Support Services budget.
• Maintain clear documentation of support processes, procedures, and SLAs, and generate regular performance reports.
• Collaborate with other internal IT departments to ensure seamless service delivery.
• Ensure compliance with institutional policies, security standards, and regulatory requirements in all support activities.

Non-Essential functions of the position

Other duties as assigned. Duties must be performed on the John A. Logan College campus or designated location.