Director I, Technology Support

Position Summary

Located 45 minutes from the Nation’s Capital, nestled in a history-rich community of southern Maryland, The College of Southern Maryland (CSM) is a two-time Aspen Award-winning institution (top 15% of Community Colleges) with academic programs in over 100 disciplines. CSM is among America’s top 100 producers of Minority Associate Degrees in twenty categories, according to Diverse Issues in Higher Education. CSM offers excellent health insurance benefits; State Retirement Pension plan; wellness programs; Code Green early closure Fridays in the summer; college closure for spring break and several major holidays, including the week between Christmas and New Year; and for several days in March for Spring Break. We are an innovative institution committed to student success and well known for our flexibility to meet student and community needs.

The individual in this position provides the leadership, planning and development and implementation of end user technical support for the college community, to include Help Desk services, instructional technology support (including computer labs and classrooms) end point computing devices, and all college video conferencing and distance learning networks. Works closely with the other systems administrators, other IMT technical personnel, and external contacts (vendors, other colleges, etc.) to coordinate related projects and services and is responsible and accountable for completing projects on time, at or below budget and meeting all operational and project design requirements. Develops and manages the implementation of policies, processes, and procedures that support the effective and efficient delivery of user support, instructional technology, audiovisual, distance learning and related services to students, faculty, staff and outside clients. Contributes to college strategic planning efforts and helps develop, manages and implement technology plans. Promotes and upholds the mission, vision, values, and guiding principles of the College of Southern Maryland.

College of Southern Maryland conducts background checks in order to ensure the safety and well-being of the College's staff and students. The final candidate for this position will be subject to the following background checks: Criminal History Check and Sex Offender Registry Check.

This position is open until filled. For best consideration, apply by 11:59 pm, EST on Friday, May 27, 2022. The College of Southern Maryland is an Equal Opportunity Employer.

The College of Southern Maryland values the safety of its students, faculty, and staff. As part of that commitment, the College will require offers of employment extended after December 1, 2021 to be contingent on the candidate providing proof of being fully vaccinated for COVID-19 prior to the start date of employment. As a new employee, you will be required to comply with this mandate and all the current campus health and safety protocols, including wearing a mask. Specific Duties and Responsibilities

Essential Functions:

Works with IMT leadership, IMT staff and key university stakeholders to assess, develop and maintain a comprehensive suite of services that support the College of Southern Maryland user community.

Provides leadership in continuing a culture of innovation and partners with appropriate campus constituencies and vendor partners in developing long-range planning for the suite of services that support the College of Southern Maryland user community. Monitors new developments and current industry best practices and incorporates those as appropriate into the operational management and planning of the IMT Technology Support area.

Oversees and directs the efforts of the IMT Technology Support area, which includes the following functions, services and team assignments;

The IMT Help Desk provides the central point of contact for all University technology requests.

IMT Computer Labs provide management for academic and student computing resources in multiple College facilities.

IMT Technology Support provides management for all IMT-managed college endpoint technology.

Participates as a creative, supportive peer in strategic planning and tactical reporting processes, in addition to specific financial, personnel, project, and service planning activities that occur on an annual basis.

Provides staff development training opportunities in the use of the varied areas of technology support.

Communicates effectively as an advocate for the college’s vision of applying technology to advance institutional goals and priorities.

Oversees and directs an end user support organization and supporting systems that effectively and efficiently triages and addresses end user support needs with special sensitivity to our academic mission and institutional strategic goals.

Effectively gathers and uses client satisfaction and service use data to inform the work of IMT.

Sets and manages expectations, standards and protocols for problem resolution and escalation; actively monitors and measures service performance

Maintains the IMT service catalog and service level agreements

Ensures that effective Help-Desk Services are provided, and with a customer service orientation.

Additional Duties:

Performs other related work as required. Minimum Education and Training

Bachelor’s Degree in Computer and Information Systems, Instructional Technology or related field and five years of progressively responsible relevant experience delivering technical or operational computing services in a complex IT environment including previous management experience, (or) Associate’s Degree in technology discipline and eight years or relevant experience, (or) twelve years of directly related experience, ideally in higher education. Minimum Qualifications and Standards Required

Knowledge, Skills and Abilities:

Experience leading technical teams. Experience as a supervisor in a technical environment.

Must have the ability to effectively direct an end user technical maintenance and support operation.

Demonstrated team building and collaborative problem-solving skills.

Experience and/or training in project management. Working knowledge of project management principles and tools. Ability to plan and execute multiple, complex technical projects. Ability to develop and implement audiovisual, distance learning, and instructional technology policies, procedures and plans.

Ability to manage budgets.

Ability to adapt quickly to rapidly changing technology.

Ability to translate technical terms for non-technical persons.

Excellent communications (written and oral), customer service and problem-solving skills.

Must maintain insurability for vehicle use under the college’s liability insurance coverage.

Demonstrable record of management in a responsible capacity related to computer and information services.

Detailed knowledge of the industry as a whole and emerging technologies in particular, to include audiovisual and videoconferencing technology and strategies.

Demonstrated broad understanding of technical and functional disciplines in IT.

Preferred qualifications:

Advanced degree in instructional technology, computer science, computer engineering, data science, or relevant engineering field.

Relevant industry certifications are highly desirable (e.g. ICIA Certified Technology Specialist).

Alternately, the successful candidate will possess any equivalent combination of training and experience which provides the knowledge, skills and abilities required to perform the essential job functions. This includes, but is not limited to the following:

Management and leadership experience in a college environment.

Experience managing multiple groups of similar scope and size.

Ability to successfully manage multi-function and diverse areas.

Ability to administer within and contribute to a team-based management environment.

Excellent analytical, organization, communication, supervisory, and innovative problem-solving skills.

Ability to direct the gathering, representation, and communication of end user needs to technical staff and manage the communication of technical constraints to end users.

Ability to construct and effectively apply staff evaluations.

Ability to function in a team management environment - providing constructive criticism and taking input from members of the IMT Leadership Team to reach a consensus about the management of IMT.

Ability to manage complex long term and dynamic vendor relationships, including contract negotiations. Experience with vendor management.

Capability to solve problems, to resolve conflicts and deal effectively with internal and external constituencies maintain composure under stressful situations and with frequent distractions.

Ability to understand technical details to the extent necessary in order to manage areas of responsibility.

Ability to communicate clearly, in detail, both verbally and in written format, to a variety of technical and non-technical constituencies.

Considerable experience in project management and leadership.

Experience configuring and using a service management system.

Experience measuring client satisfaction and using data to develop support and service strategies

Experience designing and implementing a comprehensive, accurate and precise deployment management strategy.

Ability to establish and maintain effective working relationships with the college community.

Physical Requirements:

The work is sedentary work which requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly.