Within the Office of Information Technology (OIT), the Director of Technology Support Services will report directly to the Chief Information Officer. This position is responsible for the leadership, planning, and effective delivery of all aspects of Information Technology end user support.
Charged with continuous improvement of service levels and end user confidence, as well as preparing to meet future increased demands, the Director is responsible for the IT Service Desk, desktop support, academic computing and simulation lab support, technology training, and classroom technology planning and support. The Director will assist the Chief Information Officer in aligning IT support functions with the needs of the College’s schools and administrative departments to provide effective technology support for end users.
As part of the OIT Management Team, the incumbent must effectively communicate and collaborate with leadership, faculty, staff and students across the College to support strong partnerships between IT and the community, and to ensure that the Technology Support Services department is positioned to meet the current and future needs of St. John Fisher College.
Provide leadership for the IT service desk, desktop support, academic computing and simulation lab support, technology training, and classroom technology planning and support areas.
Oversee development of effective processes and tools that facilitate pattern analysis and enable proactive approaches that minimize or avoid service disruptions for the customer;
Maintain and manage IT Catalog of Services, accompanying service processes, and Service Level Agreements (SLA's) that help customers understand what IT services exist and what to expect, automating the process to request and acquire services wherever possible;
In collaboration with the OIT Management Team, develop and manage an internal catalog of IT services, service owners, dependencies and interrelationships of technology components that facilitates the resolution of complex IT issues and enables front-facing staff to more effectively manage IT service recovery and delivery;
In collaboration with the OIT Management Team, engage in IT project initiation and management, project portfolio management, and change management; coordinate new and modified service rollouts with service owners and community members, ensuring accurate and accessible documentation and knowledge articles, support services, communications, and marketing information for the campus;
Ensure that there are processes and systems in place to systematically collect and effectively apply customer feedback to the improvement of IT services;
Develop and manage both proactive and reactive communications with Fisher IT customers to ensure they are encouraged to utilize IT services and are aware of any potential service issues and/or disruptions;
Provide strategic, budget/fiscal and technology planning for Technology Support Services suggesting alternatives for day-to-day and long-term enhancements to service delivery to customers.
Manage the development and implementation of non-instructional and classroom technology training, end user consulting and other user support programs for faculty, staff and students.
Oversee the management of the work order tracking system to provide excellent service to faculty, staff and students.
Oversee the installation, maintenance, and operation of all computing and simulation labs, and technology reliant academic instrumentation.
Coordinate the development and maintenance of all user documentation.
Oversee the development and maintenance of the Information Technology web pages.
Participate in College committees and working groups to promote best practice use of information technology in administration and instruction.
Share duty of Director On Call to respond to technical emergencies outside of normal working hours as needed.
Stay current with microcomputer technology, desktop operating systems and applications, mobile technology and applications, and administrative and academic trends in higher education technology.
Other related duties as required.
Supervisor of other Employees
11 employees within the following teams: Technical Support Specialists, Media Support Specialists, Technical Support Analyst, Instructional Technologist and a Technology Trainer.
Work study students, who are assigned junior level technical tasks to support the full-time Technical Support Services staff.
Physical / Mental Demands
Ability to think clearly amid changing priorities and circumstances.
Maintain professional attitude and demeanor in difficult situations.
Ability to multitask in a very busy work environment.
Exercise sound judgment.
Maintain high level of confidentiality.
Equipment to be used
MS Office Suite (Excel, Word, Outlook, PowerPoint, Project, Sharepoint, Visio)
Help Desk system (TrackIt)
Asset management tools (Altiris, TrackIt, etc.)
Banner (Campus ERP for all functional areas across campus)
Generally a 40 hour work week. Hours may occasionally be extended on short notice to accommodate rush and high priority jobs. Some weekend work is expected.
Relocation is NOT offered with this position
Resume / Cover Letter
Bachelor’s degree from a four year college or university is preferred.
At least 7-10 years related experience in a similar environment with 4 years of technical management experience.
Competencies / Skills
Must have strong technical skills that include but may not be limited to extensive hands-on experience with the following:
enterprise-wide deployment and support of desktop hardware and peripherals, software applications, and audio-visual equipment;
implementation and utilization of back-end support systems and utilities;
end-user technical support. Ability to design solutions based on requirements of the users of campus IT systems.
Strong management skills with direct experience managing a diverse group of technology support staff.
Strong written and verbal skills. Proven project management experience.
Excellent analytical, organizational and communication skills.
Demonstrated capacity for self-directed learning.
Excellent supervisory skills and the ability to work collaboratively within a team.
Demonstrated commitment to fostering and advancing a diverse and inclusive workforce.
Demonstrated capacity to foster trust and develop the talents and expertise of staff so that they are able to assume expanded responsibilities.
Demonstrated and exceptional customer-focus and service orientation.
Strong interpersonal skills and the ability to work effectively and collegially with faculty, administrators, students and colleagues is required.
Knowledge and experience with supporting and managing Enterprise Service Management Platforms, Help Desk Management solutions, and associated platforms is highly preferred.
Knowledge of teaching techniques and the use of technology in higher education instruction is a plus;
Experience in strategic planning, project planning, budgeting and management, and process transformation, preferred.
St. John Fisher College is an independent, liberal arts institution in the Catholic tradition of American higher education. The College emphasizes liberal learning for students in traditional academic disciplines, as well as for those in more directly career-oriented fields. We are committed to enriching the work, teaching and life experiences for all faculty and staff, in support of the College’s... mission. Human Resources is dedicated to providing high quality service with a true sense of personal value for all faculty, staff and their families and consistently meeting or exceeding expectations in all human capital disciplines. Mission: St. John Fisher College is a collaborative community dedicated to teaching, learning, and scholarship in a student-centered educational environment. The College is guided by its liberal arts tradition and its Catholic heritage, as expressed in the motto of its founders, the Basilian Fathers: “teach me goodness, discipline, and knowledge.” Fisher engages individuals in lives of intellectual inquiry, professional integrity, and civic responsibility, where diversity and service to others are valued and practiced.