We at Massasoit Community College pride ourselves in our tradition of excellence and in our historic mission of accepting all who desire to learn. We are dedicated to creating a challenging and supportive environment where the members of our community can attain their educational and personal goals. We encourage all to take responsibility for their learning, to discover their potential, and to achieve their ambitions. Massasoit Community College is solidly committed to diversity, equal opportunity, and affirmative action in the development of its policies, programs, procedures, and practices. Our mission, vision, and values emanate from the principles of diversity and opportunity for all.
In accordance with the American College and University President's Climate Commitment, it is our goal as educational leaders to demonstrate a strong commitment to sustainable practices through highly visible efforts. All staff must demonstrate a commitment to energy conservation and environmental stewardship and promote those values to co-workers and the wider campus community.
The Client Services & Academic Computing organization is the College's information technology service management organization. The Director is charged with leading and ensuring the delivery of client-facing technology and classroom media and computing services, support and information to the College community with an emphasis on ensuring high-quality customer service.
Client Services is comprised of two internal groups: User Services, which includes desktop support and the IT help desk; and Academic Computing (Media), which includes audio-video support for classrooms and meetings. User Services provides day-to-day technology support for administrative staff and support for faculty and students. Media provides support in the teaching and learning environment.
Duties and Responsibilities:
Oversee user services/help desk and media staff, providing leadership and direction. Facilitate increased customer satisfaction and minimize service response time. Maintain uptime and functionality of desktop and classroom computing & media environments on each of the College campuses.
Manage the User Services/help desk & media activities and technology portfolio, and the organization's operations, budget and staff. Supervises and trains Client Services staff and student employees, work-study students and temporary employees, as required.
Ensures the delivery of client-facing technology systems, services, support, and communicates relevant technology information to the College community. Collaborates and engages with clients with a proactive attitude to identify, define and implement technology solutions which maximize productivity, efficiency and customer satisfaction.
Maintain effective communication with users regarding issues and service call resolution.
Manages all client computing equipment and peripherals purchased by the College for faculty, staff, and students, including budget, purchasing, deployment, inventory, equipment lifecycle and replacement schedule, and endpoint management.
Assign staff responsibilities, manage technical support and help desk staff scheduling, mentor and develop staff providing direction and encouraging initiative and professional development.
Identify technical issues and assign appropriate staff.
Develop policies and procedures for technical and help desk staff as appropriate.
Coordinate inventory maintenance.
Work closely with network staff to develop and maintain a useful computing environment with maximum uptime and efficiency.
Address and prioritize customer service requests ensuring they are addressed in a professional, solutions-focused approach with can-do attitude. Establish and maintain effective working relationships with clients, colleagues, vendors, and partners.
This position carries out supervisory responsibilities which include interviewing, hiring, and training employees, planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints, and resolving problems.
Work with staff scheduling to ensure appropriate coverage at all possible times.
Review tickets/incidents and assist with the prioritization and assigning of calls.
Communicate with users regularly regarding any unresolved tickets.
Plan hardware and software upgrades to minimize disruption to classroom and staff environments while offering maximum functionality.
Hold regular staff meetings for discussion of technical issues and coordinate approach to services.
Develop internal policy and procedures for the effective and efficient use of technical staff and physical resources.
Assess and anticipate projects, and recommend appropriate action and resources to meet changing needs.
Assume responsibility for multiple special projects that cross department and divisional
Bachelor’s Degree in Computer Science, Management or related field, advanced degree preferred.
Eight (8) years of related experience in providing customer support in a technical environment.
Broad knowledge in technology, desktop and server software and hardware, presentation equipment, preferably working in an education environment.
General software and hardware experience including but not limited to PC and MAC platforms, MS Office and Exchange, imaging software, Audio/Video and media, inventory systems and help desk/knowledge base systems.
Excellent verbal and written communication skills.
Hours: 37.5 hours per week, Monday – Friday (Schedule to be determined)
Salary: $68,223.00 - $88,689.00
Deadline to Apply: Open until filled
Please apply online with a cover letter and resume.
Please Note: Faxed, emailed, or mailed in resumes and/or materials will NOT be accepted. Due to the high volume of applications we receive, we are unable to provide individual feedback on application statuses. Please refrain from contacting the hiring manager and/or hiring department via phone, email, fax, mail, third person party or vendor and in person. Failure to comply may result in application withdrawal.
Massasoit Community College is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, national origin, sex, disability, religion, age, veteran status, genetic information, gender identity or sexual orientation in its programs and activities as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and college policies. The College prohibits sexual harassment, including sexual violence. Inquiries or complaints concerning discrimination, harassment, retaliation or sexual violence shall be referred to the Chief Diversity Officer of Affirmative Action and Title IX, Yolanda Dennis, Office of Diversity and Inclusion 508-588-9100 X1309, Brockton Campus, Administration Building, Room 229, email@example.com, or the Director of Human Resources Donna R. Boissel & Deputy Title IX Coordinator at 508-588-9100, X1505, Brockton Campus, Administration Building, Room 233, firstname.lastname@example.org, the Massachusetts Commission Against Discrimination, the Equal Employment Opportunities Commission or the United States Department of Education’s Office for Civil Rights. The Policy on Affirmative Action, Equal Opportunity and Diversity can be found at www.massasoit.edu/EEO.
Women, Minorities, People with Disabilities and Veterans are encouraged to apply.
About Massasoit Community College
We at Massasoit Community College pride ourselves in our tradition of excellence and in our historic mission of accepting all who desire to learn. We are dedicated to creating a challenging and supportive environment where the members of our community can attain their educational and personal goals. We encourage all to take responsibility for their learning, to discover their potential, and to achieve their ambitions.Recognizing that our diversity is an important source of our strength, we respond to the needs of our community and expect that everyone at Massasoit respects the rights and affirms the dignity of all people. We strive to construct a safe and trustful environment where together we can engage in open dialogue.