Position Title: FT Director of Service Desk Position Classification: Full-Time Administration Minimum Position Qualifications: Education - Master's degree in Information Technology, Computer Science, or related field. Experience - Minimum of 7 years of experience in IT support or service desk management and Audio Visual support, preferably in higher education. Skills - Strong leadership, organizational, problem solving, and communication skills. Proficiency with ITSM tools (e.g. BoldDesk) and remote support platforms. Demonstrated ability to manage multiple priorities and lead a team in a fast-paced environment. Commitment to diversity, equity, and inclusion in service delivery. Ability to supervise and train staff, including organizing, prioritizing, and scheduling work assignments. Position Responsibilities: Responsible for leading and managing the college's IT support operations, ensuring timely and effective resolution of technical issues for students, faculty, and staff. This role oversees the Service Desk and Instructional Technology support teams and coordinates with other IT units to maintain high service standards and operational efficiency across all campuses; Lead and implement the daily operations of the Service Desk, including incident management, request fulfillment, Audio Visual setup/support, and direct support of all students, staff, and faculty in the troubleshooting of issues; Develop and implement service desk policies, procedures, and performance metrics aligned with institutional goals; Supervise and mentor Service Desk staff and Instructional Technology Support staff, including hiring, training, scheduling, and performance evaluations; Ensure prompt and courteous resolution of technical issues related to hardware, software, networking, and user accounts; Collaborate with IT leadership to identify and implement improvements in service delivery and user experience; Maintain documentation of support processes, FAQs, and knowledge base articles; Monitor service desk ticketing systems and generate reports on performance, trends, and user satisfaction; Coordinate with academic and administrative departments to support technology needs for instruction and operations (e.g. Smart Classrooms, Media Services, etc.); Manage inventory and lifecycle of end-user devices and peripherals; Stay current with emerging technologies and recommend solutions to enhance support capabilities. Entry Salary: $72,907.29/ annual Standard Work Week: 35 hours Apply End Date: August 28, 2025.