"Associate Director of IT Support Operations"

Associate Director of IT Support Operations

Company: Framingham State University

Job Location: Framingham, 01701

Category: IT Manager/Director

Type: Full-Time

Company Description:

Framingham State University was founded in 1839 for a singular purpose - to meet a public need and promote the public good. At our founding as the nation's first public normal school, that need was for comprehensively educated public school teachers who would, in turn, promote an educated citizenry. FSU continues to offer exceptional teacher education programs, and while we are proud of our roots as a teachers' college, we have grown far beyond them. Public need continues to evolve, and FSU right along with it. Our students and alumni are making waves in the fashion industry, designing nutrition plans for professional athletes, writing for major media and news organizations, working for Fortune 500 companies right here in Framingham, and so much more. FSU is a proudly public and truly transformative institution offering accessible, affordable educational opportunities that integrate an academically challenging liberal arts education with workforce preparation programs in a highly personalized teaching environment. Our programs have expanded, but our purpose and commitment to public education for the public good remain steadfast.

FSU currently enrolls about 3,000 undergraduate and 1,200 graduate and professional students, offers 60 undergraduate and graduate programs in the arts and humanities, behavioral and social sciences, and professional fields, and enrolls 48% BIPOC students and 54% first-generation college students in our undergraduate programs. We are deeply committed to inclusive excellence and strive to promote a culture of equity and antiracism. This commitment has earned FSU eight Insight Into Academia Higher Education Excellence and Distinction (HEED) Awards and led to our recognition in the Great Colleges to Work For program. We encourage applications from those who share our commitment to promoting a diverse, welcoming, and inclusive community.

FSU is ideally situated between Boston and Worcester on land originally stewarded by the Nipmuc people for thousands of years. FSU and the surrounding area are steeped in history, achievement, and innovation, and provide access to urban hotspots, verdant landscapes, natural and cultural amenities, and diverse communities.

Our founding motto, LIVE TO THE TRUTH, was said at the end of each class by beloved first principal, Cyrus Peirce, who sought to discover and teach "truth in theory and principle...truth in spirit and motive...truth in manner and form...truth intellectual and truth moral." Early leaders found this motto "speaks of sincerity of spirit...of intensity of effort, of resolution to succeed, of joy in achievement." LIVE TO THE TRUTH aptly reflects our past and our pledge for the future as it continues to guide our institution in practice and endeavor. If you share in this quest for truth and a commitment to living it fully, make the next chapter of your career the best chapter at Framingham State University.

Learn more about our career opportunities at www.framingham.edu/careers.

Job Description:

GENERAL STATEMENT OF DUTIES:

The Associate Director of IT Support Operations is responsible for managing the daily operation of the Technical Support team in User Services. This is a supervisory level position tasked with effectively coordinating a technical staff and overseeing their workload. A primary function of this position will be to manage the response to reported incidents, fulfillment of service requests, and to the resolution of problems assigned to designated technical support staff and third-party providers. This position will also be responsible for the planning, designing and implementation of projects in order to maximize currently installed technologies and also to deploy new services and solutions. This position's duties include administration, support, customer interaction, product research, business analysis, vendor management, some IT purchasing and software license management. This position reports directly to the Executive Director of Infrastructure and Operations and works in collaboration with others within and outside the division of Information Technology Services.

SUPERVISION RECEIVED: Executive Director of Infrastructure and Operations

SUPERVISION EXERCISED: IT Service Desk Supervisor, Contractors and Student Employees/Support Staff

EXAMPLES OF SPECIFIC DUTIES AND RESPONSIBILITIES:

• Manages the Technical Support staff with oversight of assignments and daily activities.
• Performs team management, professional development, training, on-boarding, and oversees the hiring of student workers and support staff.
• Inputs incidents, requests, and changes as they are reported but also serves as an escalation point to assist in the resolution of incidents and requests within the Technology Resource Center.
• Prepares, plans for and manages the implementation and configuration of ongoing technology equipment refreshes.
• Recommends to the Executive Director, standards for the purchase of desktop systems, laptops, software and peripherals at the enterprise level.
• Oversees physical technology assets assigned to User Services and manages (in coordination with the Property Control Office) the inventory and disposal of these technology assets.
• Acts as a liaison between other areas of IT and User Services to resolve incidents, requests and problems as needed.
• Continually reviews and recommends to the Executive Director, improvements associated with workflow, call handling, classification and routing of calls, and the subsequent logging, tracking, prioritization, escalation and timely follow-up on calls. Ensures work in these areas is done properly.
• Meets with faculty, staff and students regularly to evaluate issues, research solutions and help to identify unmet or anticipated needs.
• Oversees the system administration for designated technology, applications and services and servers assigned to the Technology Resources Center.
• Serves as liaison with 3rd party application and hardware or software vendors in support of ITS services and equipment.
• This position will give presentations, provide training and instruction, visit classrooms and meetings and sit on committees internal and external to ITS.
• Assumes additional responsibilities as may be determined by the Executive Director of Infrastructure and Operations or the Chief Information Technology Officer.
• Accountable for ensuring that equal opportunity, inclusion, and equity are integrally tied to all actions and decisions in areas of responsibility.

WORKING CONDITIONS:

All of the work associated with the duties and responsibilities for this position is ordinarily performed at Framingham State's main campus, and may be done periodically from a remote location consistent with the conditional provisions specified within University's Telework Guidelines and in accordance with an approved Telework Agreement.

Requirements:

MINIMUM QUALIFICATIONS:

• 10+ years progressive experience in a computer related field required
• 5+ years of personnel management or supervisory experience required
• Related documented technical education and/or experience suitable to fulfill the duties and responsibilities of the position.
• Experience providing support services within a technology organization, as well as strong computer troubleshooting and maintenance ability required.
• Excellent analytical, organizational and communication skills required.
• Strong interpersonal skills.
• Ability to establish and maintain effective working relations with the ITS staff as well as the college community.
• Knowledge of and demonstrable experience in all facets of the position as described in the above duties.
• Ability to multi-task and perform multiple projects.

PREFERRED QUALIFICATIONS:

• Bachelor's degree (or equivalent experience) in computer related field.
• Familiarity with the ITIL framework and ITSM principles preferred.
• Experience in a higher educational environment highly desirable.

Additional Information:

This is a full-time, exempt, benefits-eligible position in the Association of Professional Administrators (APA) bargaining unit with a union title of Associate Director. The starting salary range is $90,000 - $110,000.

Framingham State University conducts criminal history and sexual offender record checks on recommended finalists prior to final employment for all positions.

Framingham State University is an equal opportunity employer. The University considers all qualified candidates without regard to race, color, sex, age, national origin, disability status, Veteran status, gender identity, gender expression, sexual orientation, genetic information, or any other characteristics protected by law.

Members of underrepresented or minoritized groups, women, veterans, persons with disabilities, and all persons committed to equity, diversity, and inclusive excellence are strongly encouraged to apply.

Application Instructions:

Candidates must apply online by submitting:

• Cover Letter,
• Resume/CV,
• Names and contact information for three (3) professional references (references are not contacted automatically upon submission of application).

For best consideration, please submit application materials by April 10, 2026. The review of applications may continue beyond that date and until the position is filled, at the discretion of the search committee.

Framingham State University only accepts application materials through our online application system. We are unable to accept application materials through mail, email, fax, or hand delivery. If you experience technical issues with the online application process, please submit a helpdesk ticket.

Framingham State University understands that persons with specific disabilities may need assistance with the job application process and/or with the interview process. For confidential assistance, please contact the Human Resources Office at 508-626-4530 or humanresources@framingham.edu.