Director of Technical Support and Desktop Services

Director of Technical Support and Desktop Services Job Description

TECHNICAL SUPPORT MANAGEMENT

Lead a team of Field Technicians and Student Workers at multiple sites in troubleshooting and resolving technical issues submitted through the ServiceNow Ticketing Solution, ensuring prompt and effective support to end-users. Manage the triage and resolution of 7k+ student and employee support tickets annually, ensuring timely and effective solutions. Provide direct oversight and coordination of technical support at college events and functions. Maintain clear and concise technical documentation for the team.

PROCUREMENT

Coordinate and oversee the quote and procurement process for computer equipment, peripherals, software, and related technology resources for the College. Ensure all technology purchases comply with applicable State of Mississippi Information Technology Services (ITS) guidelines, procurement regulations, and approved Express Procurement Option (EPO) requirements. Review technology needs and specifications with departments to identify appropriate equipment and software solutions that align with operational and instructional requirements. Obtain and evaluate vendor quotes, pricing, product specifications, and compatibility requirements to support informed purchasing recommendations. Maintain documentation related to technology procurement activities, including quotes, approvals, purchase recommendations, and inventory-related records. Coordinate with vendors and College personnel regarding procurement timelines, product availability, deliveries, warranties, and equipment replacements. Assist in monitoring technology-related expenditures and replacement planning to support responsible budget management and lifecycle planning of College technology assets. Remain current on ITS procurement standards, approved vendor programs, and emerging technology solutions to support compliant and cost-effective purchasing practices.

INVENTORY MANAGEMENT

Track, monitor, and maintain accurate data in Asset Panda Inventory Management System. Ensure all laptop, desktop and audio-visual inventory assets are accounted for, properly documented, and easily retrievable.

DEVICE LIFECYCLE OVERSIGHT

Manage the ordering, imaging, and replacement of laptops and desktops issued to students and employees on a set refresh schedule determined by the college, ensuring that all devices are up-to-date and meet user needs. Develop and implement clear communication strategies to inform college employees about timelines, procedures, and support resources related to the computer replacement initiative. Create detailed documentation and FAQs to address common concerns and streamline the support process, ensuring all users have access to necessary information.

AUDIO-VISUAL SUPPORT

Set up and support audio-visual (AV) equipment for college events, ensuring that all technical aspects run smoothly and meet the needs of the event organizers.

EMPLOYEE TRAINING & DOCUMENTATION

Develop and conduct a variety of training sessions for college employees on technology usage and best practices. Maintain technical documentation and resources to support users and facilitate knowledge sharing.

TEAM SUPERVISION

Supervise a team of Field Technicians, all of whom hold CompTIA A+ certification, fostering a collaborative and productive work environment. Provide guidance, mentorship, training, and performance feedback to foster professional development. Train and mentor Student Worker staff on technical support protocols, customer service skills, and § troubleshooting procedures, enhancing their professional development.

COMMUNICATION

Foster clear and open lines of communication between the Technical Support & Desktop Services Team, faculty, staff, and students to ensure timely resolution of technical issues and enhance user satisfaction. Design and implement comprehensive communication plans that convey device lifecycle procedures and technical information in an accessible manner, including updates on service changes, maintenance schedules, and system outages. Organize and conduct training sessions to the team on effective communication techniques, ensuring they can provide exceptional customer service and technical assistance.

GENERAL:

Ability to work within strict deadlines and manage tickets in a high-pressure environment. Assume responsibility for special assignments initiated by administration or stakeholders. Adhere to all policies, procedures, and laws governing employees of the institution. Job Duties

GENERAL STATEMENT OF FUNCTION

The Director of Technical Support & Desktop Services is a key leadership position responsible for overseeing the technical support operations at Mississippi Gulf Coast Community College. This role involves leading a dedicated team of Field Technicians at multiple sites to provide high-quality technical support and ensure optimal technology use for faculty, staff, and students. The ideal candidate will have a strong background in troubleshooting and technical support, as well as excellent organizational and communication skills and a commitment to fostering a collaborative environment. The position is also responsible for coordinating the quote and procurement process for computer equipment and software purchases, ensuring compliance with State of Mississippi ITS guidelines and adherence to applicable Express Procurement Option (EPO) requirements. Mandatory Qualifications (M1) Associate degree in Computer Science, Networking, Computer Programming, or a related field from a regionally accredited institution and a minimum of three years of related technical support experience. (M2) Earned CompTIA A+ certification - passed the Core 1 and Core 2 examination. (M3) Excellent oral and written communication skills. (M4) Demonstrated ability to resolve technical issues in a timely manner. (M5) Advanced time management and organizational skills with the ability to manage multiple projects simultaneously. Desirable Qualifications (D1) Bachelor's or Master's degree or significant progress toward a terminal degree in Computer Science, Networking, Computer Programming or a closely related field from a regionally accredited institution and four years of technical support experience. (D2) Prior experience working with Ellucian Banner, Dell Absolute, Microsoft Azure, and Asset Panda Inventory System. (D3) Strong problem-solving skills and the ability to communicate technical concepts to non-technical users. (D4) Demonstrated ability to analyze support metrics and feedback to drive continuous improvement in service delivery. EEO Statement Mississippi Gulf Coast Community College is an Equal Opportunity Employer and welcomes students and employees without regard to race, religion, color, national origin, sex, age or qualified disability in its programs and activities. For further information, contact the Compliance Officer, P.O. Box 609, Perkinston, Mississippi 39573, telephone number 601-528-8735, email address compliance@mgccc.edu.

The College:

The Mississippi Gulf Coast Community College District serves a four-county area with three major campuses, the Community Campus and four centers including: Perkinston Campus, Perkinston, MS; Harrison County Campus, Gulfport, MS; Jackson County Campus, Gautier, MS. Additionally, Mississippi Gulf Coast Advanced Manufacturing and Technology Center, Gulfport, MS; Keesler Center, Biloxi, MS; West Harrison Center, Long Beach, MS; and George County Center, Lucedale, MS. State and regional associations accredit Mississippi Gulf Coast Community College, and several programs are accredited nationally. Offerings include academic, technical degree, vocational skill and adult continuing education programs. Classification Administration