The Director of End User Support and Office of the CIO provides vision, leadership, and operational oversight in supporting the delivery of IT services to college faculty, staff, and students. This position has responsibility for IT support including help desk and related services, IT-related projects, departmental budget, and procurement for all college IT hardware and software. 

Responsibilities and Duties (*Essential Functions)

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described.  

*Leads, develops, and maintains a comprehensive program to support all users of the college’s IT services including the help desk, user training, classroom audiovisual support, and other IT-related services. 

*Oversees providing technical solutions for staff, faculty, and students in compliance with the department’s service level agreements.

*Ensures technical solutions are provided to staff, faculty, and students that ensures technology solutions are provided to accomplish their goals and objectives.

*Oversees research on emerging products, services, and standards in support of help desk technologies and best practices.

*Ensures accuracy, completeness, and integrity of the ITS knowledgebase to provide the most expeditious solutions to end user problems.

*Coordinates the development and administration of operational and capital state/county ITS budgets. Directs the forecast of funds needed for staffing, equipment, materials, and supplies.

 *Supervises staff supporting project management, budgeting, customer relationship management and other IT related business services.

*Oversees the ITS Project Management Office in the creation of project charters, goals, resources, tasks, and schedules to manage and monitor moderate to complex IT-related projects on time and within allocated budget.   

  *Ensures all IT-related purchases for the College follows state and college guidelines. Responsible for the procurement and approval of all college-wide hardware, software, and related expenses under a centralized IT model. 

Provides strategic leadership and guidance at the executive level in critical areas of technology administration having institution, county and/or state-wide impact.

Promotes the development and adherence of project management standards to ensure consistency and establishment of best practices. 

Leads or participates in interdepartmental and executive level initiatives requiring extensive collaboration and development of strategic partnerships.

Leads collaboration with ITS leadership in identifying and prioritizing IT-related projects. 

Manages relationships with vendors and third-party service providers including outsourcing of services and managing of contracts.

Develops departmental goals and objectives to achieve current and future technology initiatives; recommends and administers department goals, policies, and objectives.

Oversees processes and plans associated with the development and monitoring of service levels and performance metrics. Provides leadership in defining and reporting on critical metrics for tracking of IT achievements against department objectives. 

This position analyzes technology trends and develops strategic plans for the long-term direction of the ITS organization.

Leads the development and implementation of governance best practices and standards in process, design, architecture, and operations for delivery of IT services.

Approves all training/travel requests and travel reimbursements for the department.

Responds to emergency situations, as needed, during and after normal business hours to identify, asses, communicate, and mitigate operational issues.

  Participates in the development and management of department risk assessments and incident response plans as established by state guidelines and internal policies.

Participates in developing appropriate processes for continuing business operations in the event of a disaster disrupting IT-related services to college staff, faculty, and students. 

Assists in development of competency strategies for the IT organization including determining appropriate staff levels and ensuring personal objectives are aligned with the department. 

Establishes and maintains governance for continuous improvement in the delivery of IT end user services.

Qualifications

Knowledge, Skills, and Abilities 

Strong leadership skills and ability to work effectively with college leaders and IT engineering, operations, and support staff.

Commitment for delivering superior customer service and team-oriented management style.

Knowledge and understanding of current and developing strategic requirements of an institution of higher learning. 

Strong analytical, project management and team-oriented interpersonal skills.

Proven knowledge of current trends and developments in information technology.

Experience developing departmental policies, procedures, standards, and guidelines.

Excellent skills in public speaking, presentation creation and delivery to a wide variety of audiences, including the College’s executive leadership.

Ability to provide strategic guidance in the assessment and development of existing and/or proposed technology solutions.

Skilled in organizing resources and establishing priorities.