(FT) Director of Support Services *Extended*

Reporting to the Chief Information Officer, provides college-wide direction and support services for end users, such as Desktops, Laptops, Tablets, Audio/Video, Phones, Hardware, Software Support, and Printers for all Faculty, staff and college facilities. The position is managing a team of support technicians along with individually providing hands on support services. Additionally, responsible for Support Services division budget and overall ITS department budget tracking and monitoring. Recommends information technology strategies, policies, and procedures, pertaining to locally installed and maintained end-user software and hardware for offices, classrooms, and labs including telephony, CATV, and Audio / Video technology Identifies problems and trends, evaluates outcomes, and anticipates future needs Directs and monitors the configuration, installation, management, maintenance and repair of all the software and hardware of the Support Services division Researches and recommends all Support Services software and hardware systems Manages all College telephony including fax, cell, PBX and voicemail and recommends enhancements or new telephony and A/V products Recommends telephony services and reviews billing, including budgetary impact and coordinates service ordering with local and long-distance providers Reviews all requests for technology purchases, college wide, and issues approval/denial Works closely with Facilities Construction Management team representing Information Technology Services to ensure Support Services and End User requirements are met for all renovation, infrastructure or construction projects such as office and classroom layout and workflow Participates in strategic and long-range planning and implementation of system wide technology solutions consistent with the Information Technology Services' 5-Year Technology Plan and in accordance with Atlantic Cape Community College's strategic goals Administers project management responsibility for operational projects in the Support Services division Assists CIO with strategic project planning and implementation Manages day-to-day operations of Information Technology Services Support team members Oversees all Support Services operations, maintaining and reporting statistics on support requests and resolutions utilizing data for assessing department-wide performance and productivity Hires, trains, supervises, counsels, and evaluates Information Technology Services support staff to ensure department and program outcomes are achieved Budget permitting and with CIO approval, attends training sessions, conferences, classes and utilizes online resources to maintain and update skills and knowledge as necessary to keep current on relevant technologies Performs related duties as assigned

Education:

Bachelor's degree in Computer Information Systems, Business or related field required; Master's degree in related field preferred A+, Network + and Security + certifications preferred

Experience:

Experience in the management and integration of Microsoft Windows and Apple OS X in office and academic settings Minimum 5 years' experience in Help Desk support including laptop / desktop support, and desktop software installation 3-5 years supervisory experience of support staff Telephony and Audio systems management experience

Competencies and Skills:

Demonstrated practical knowledge and problem-solving skills Demonstrated ability to manage multiple projects and maintain quality customer service Excellent communication and interpersonal skills Ability to work with third-party support to resolve complex network issues Ability to work collaboratively with all other Information Technology Services supervisory staff and interdepartmental Faculty and staff

Terms of Employment:

This position may require flexible scheduling to include evenings and weekends and duties at any Atlantic Cape location.