Technology Support Director

Duties and Responsibilities

Essential Duties and Responsibilities

The Technology Support Director is responsible for ensuring the smooth running of the day-to-day operations of the Help Desk and Technology Support. Work directly with partners across the institution to understand the needs of our community and deliver services and solutions that are innovative and responsive to the overall mission of the College. This position requires a significant amount of coordination between internal and external departments and vendors.

Characteristic Duties and Responsibilities

1. Supervises the Help Desk and Technology Support staff.
2. Manage technical support activities ensuring that users are given the needed information to utilize technology resources effectively and efficiently and that all issues are timely addressed and resolved.
3. Manage direct reports effectively, including training needs, coaching, and progressive discipline to address performance issues.
4. Manage customer issues and customer escalations, provide proper communications internally and externally throughout the process, and follows up on customer complaints.
5. Initiates customer satisfaction feedback and computer system recommendations to the Senior Director of Information Technology to continually improve process and operations.
6. Maintains responsibility for Tier 1 and Tier 2 troubleshooting support for desktop computing, administrative systems, and networking services as well as assigning requests for escalations as necessary to appropriate IT teams.
7. Responsible for establishing desktop computing hardware and peripheral standards that support the technical needs of the College.
8. Works with the Purchasing department to make sure technology purchases support the overall technology strategy of the College rules and standard administrative procedures, PCI security standards, and/or other applicable standards such as FERPA, HIPAA, copyright laws, and the State of Texas Administrative Code (TAC) 202.
9. Work with internal IT teams to address critical customer needs and concerns, system issues, and prepare communication to customers, such as incident reports and downtime notifications.
10. Manages and develops strategies, processes and systems that are focused on providing efficient coverage, service, problem resolution, and enhances the user experience.
11. Works with other Information Technology managers to manage, update, and ensure comprehensive documentation of operation guidelines and procedures are compliant with policies and regulations.
12. Works with other Information Technology managers to conduct computer forensic investigations and electronic discovery requests as needed.
13. Works with other Information Technology managers to configure and deploy upgrades and manage projects to improve college's software as new technology emerges.
14. Work with third-party vendors regarding supporting software and hardware changes.
15. Provide metrics into the efficiency and quality of the support team via daily, weekly, monthly, quarterly and/or annual reporting.
16. Work with HR to recruit and hire members into Technology Support team.
17. Performs other duties as required.

Qualifications/Certifications/Licenses/Skills

Required:

• Bachelors degree in information technology or a related field.
• Minimum of five (5) years of related experience with at least one year of supervisory experience.
• Detail-oriented and organizational leadership, interpersonal, and communication skills.

Preferred:

• Masters degree in information technology or related field.
• Eight years of experience with 3 years of supervisory experience.