Director, IT Academic and User Support Services

Costa Mesa, California
$94,325.00 - $124,236.00 Annually
Sep 12, 2017
D-014-18 and D-015-18
Administrative Jobs
Technology, IT Support & Training
Institution Type
Community College

Coast Community College District


Director, IT Academic and User Support Services

Job# D-014-18 & D-015-18

Salary: $94,325.00 - $124,236.00 Annually

Deadline:  10/03/17 


Full job description and OFFICIAL application available ONLY at: Please click on OPEN POSITIONS located in the menu bar on the left, then select your desired jobs category to access list of open positions.


Distinguishing Career Features

The Director of IT Academic and User Support Services plans and integrates information technology services for academic and related business and student services.  The position manages and guides services which ensure academic and multimedia programming; offers continuous operations through a team of professional, technical support staff.  The Director requires the ability to integrate academic and business technologies for seamless use in office, classroom, and lab environments, ensuring the security and integrity of data and consistency in computer software applications.  The Director requires the ability to work extended hours, evenings, and weekends to offer seamless services, respond to urgent issues and outages, and support upgrades.  The Director will collaborate with faculty and administration to define existing and new projects, define and outline priorities, and set services expectations.



Manages and supports strategic planning and operations for technology support to academic systems, programs, classrooms, and instructional labs.  Manages planning, design, and updating of technology systems, applications, and data. Ensures adequate response to computer user requests for technical support with standard and custom applications used in academic environments.  


Essential Duties and Responsibilities 

• Plans and manages a comprehensive portfolio of computer applications, systems, and resources encompassing information and instructional technology, and user technical support. 

• Support the Senior Director with strategic planning to ensure upgrades to existing systems, new projects are in line with the District and college goals related to information technology solutions for faculty, staff, administration and students. 

• Assist the Senior Director with the development and implementation of cyber-security strategies affecting the college's networking and database systems. 

• Collaborate with Executive Director, District and/or college administration in the development and implementation of the District-wide Technology Plan; provide continual feedback during process to ensure college requirements/needs are addressed according to urgency and demands.

• Defines academic technology needs by working and collaborating with faculty and administration.  Defines and integrates the systems, administrative and course-specific applications and networks for data sharing and access.

• Establishes goals and schedules for projects, including budgets, IT staffing, and time requirements for participating end-users.  Prepares and presents progress reports on a regular basis.

• Participates with peers to analysis and determine the protocols, policies, and procedures that impact instructional computing and blend with administrative systems.

• Manages user-support operations, ensuring all calls with questions and problems associated with use of basic-to-advanced personal computer software, input and output of documents, access to courseware, data transmission, internet, and I/O to and from computer hardware are handled in a timely manner.  

• Oversees evaluations of, and capacity improvements to academic computer hardware and software performance. 

• Develops, implements, sets performance targets around standards of service supporting both district and college needs.  Trains and schedules IT support staff responsible for addressing inquiries from academic staff and students.   

• Oversees inspection, repair, upgrade, and maintenance of multimedia capacity so that it provides faculty and administration with state-of-the-art image and audio delivery.  

• Ensures the compilation of lists of questions and solutions to computer and software related problems, indexed in such a way that it facilitates consistent response by technicians and users. 

• Researches, develops, and administers budgets for academic computing and user support. Receives input, prioritizes, and controls approval and processing of expenditures. 

• Evaluates emerging technologies that could enhance quality and scope of services.  Participates and leads meetings, presentations, and staff development/conferences to assure up-to-date skills and knowledge of trends among staff.  

• Performs other duties as assigned that support the overall objective of the position.


Qualifications - Minimum Qualifications

Knowledge and Skills:

The position professional specialization and knowledge of computer applications, operating systems, hardware, telecommunications, network systems, and security.  Requires specialized knowledge of network infrastructure, systems management, relational database systems for data storage and reporting, and internet services.  The position requires advanced, progressive, in-depth knowledge of program development and upgrade techniques, procedures, tools, and documentation standards.  Requires advanced knowledge of computer workstations, remote software distribution, multimedia and data communications concepts, methods, and techniques.  Requires working knowledge of the features and characteristics of a variety of software such as but not limited to courseware, student services, office productivity, graphics, help desk software, and utilities. Requires in-depth knowledge of multimedia and computer equipment, and operating systems.   Requires in-depth knowledge of organizing and providing a hierarchical user-support troubleshooting function.  Requires well-developed writing skills to prepare reports, and document and convey technical concepts in easy-to-learn formats.  Requires advanced human relations skills to make formal presentations, influence others, facilitate group processes, conduct training, provide technical consultation, and determine department needs or problems.



Requires the ability to perform all of the relevant duties of the position and to develop actions plans for accomplishing goals and objectives.  Requires the ability to develop, plan, and sequence steps to successfully executive projects.  Requires the ability to coordinate and organize workload and workflow for multiple sites and extended hours. Requires the ability to organize, prioritize, and distribute a high volume of work assignments in a way that optimizes use and skills of staff.  Requires the ability to analyze data and situations and reason logically and creatively to identify alternative solutions to problems.  Requires the ability to respond to and resolve high level user problems and requests on a timely basis.  Requires the ability to read, understand, and apply information from professional literature and technical manuals.  Requires the ability to train staff in effective steps for documenting, troubleshooting, and solving workstation (personal computer and software), applications, and networking (data communication and remote software access) problems and solutions.  Requires the ability to work collaboratively with a diverse staff of faculty, administration, staff, and students and to lead, facilitate, and participate in a variety of managerial and technical work activities.  Requires the ability to work evenings and weekends.


Education and Experience:

The position requires a Bachelor's degree from an accredited college or university in computer science, information/educational technology or related field and five years of experience in user support, instructional technology planning, and applications management, including two years of project management. Or, any combination of education and experience that  would provide the required equivalent qualifications.


Licenses and Certificates:

Requires a valid driver license


Working Conditions:

Work is performed indoors where minimal safety considerations exist.


Physical Abilities:

Requires the ability to function indoors in an office environment engaged in work of primarily a sedentary nature, yet involving intermittent walking, standing and lifting, pulling, and pushing of medium weight materials (less than 40 pounds).  Requires the near visual acuity to write and to read written materials and computer screens.  Requires arm-hand-finger dexterity to use a keyboard and pointing device for operating a microcomputer. Requires the ability to use hearing and speech for personal and telephone conversations, and hear sound prompts from equipment.


Desirable Qualifications

Completion of a M.B.A., M.Sc. Computer Science (or related), M.Sc. Education from an accredited college or university. 

Valid certification(s) for one or more of the following: PMP, CISSP, ITIL, CISOA, CompTIA Security+, CompTIA Networ+, or CompTIA  A+.

Demonstrated leadership experience within the California Community College system.


Conditions of Employment

This is a regular, full-time, 12-month per year classified position. The normal hours of work will be 8:00am to 5:00pm, Monday through Friday, with some flexibility required to meet the needs of the department. The effective date of employment will be arranged with the supervisor.

Regular attendance is considered an essential job function; the inability to meet attendance

requirements may preclude the employee from retaining employment.


The person holding this position is considered a mandated reporter under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in Coast Community College District policies, procedures, and Title IX. (Reference: BP/AP 5910)

The Coast Community College District celebrates all forms of diversity and is deeply committed to fostering an inclusive environment within which students, staff, administrators, and faculty thrive.

Individuals interested in advancing the District's strategic diversity goals are strongly encouraged to apply. Reasonable accommodations will be provided for qualified applicants with disabilities who self-disclose.



Starting salaries for management positions begin at Step-3 of the salary range.

All movement on the salary schedule will occur July 1 of each year for all classified management employees.


Coast Community College District is an Equal Opportunity Employer

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