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Tech Stack
Tools & technologiesVoIP
About the role
Key responsibilities & impact- Strategically oversee and support all facets of IT operations and service delivery within the assigned service area, ensuring alignment with institutional goals.
- Provide expert technical consultation on technology services outside the scope of OIT, engaging IT support staff as needed to enhance service delivery.
- Collaborate proactively with campus leadership to strengthen IT service delivery; act as the primary liaison between campus leadership and OIT.
- Foster and sustain a culture of customer service excellence across all IT functions.
- Direct and enforce IT change control processes in alignment with college-wide protocols to ensure consistency and compliance.
- Administer the management of hardware and software assets following statewide policies and procedures.
- Recruit, lead, and develop high-performing IT support staff, ensuring team effectiveness and accountability.
- Actively participate in IT budgeting processes and oversee expenditures related to technology services to ensure responsible financial stewardship.
- Lead team-based projects to completion using best-practice project management methodologies, ensuring timely and successful outcomes.
- Build and maintain a collaborative, team-oriented environment; develop and manage project plans to support key initiatives.
- Provide day-to-day operational leadership in IT, working in partnership with the Executive Director of IT Operations to drive compliance with OIT statewide objectives.
- Direct, assign, track, and review IT Helpdesk requests and incidents to ensure timely resolution and adherence to defined Service Level Agreements (SLAs).
- Conduct quality reviews of individual Helpdesk tickets to verify accurate resolution, timely response, and respectful communication.
- Facilitate escalation of complex incidents to statewide teams or supervisors when issues fall beyond the scope of the IT Support Team.
- Provide strong, strategic leadership of IT teams to advance and uphold statewide OIT goals and compliance standards.
- Offer continuous leadership and coaching to all team members—both direct and indirect reports—to support professional development and team cohesion.
- Deliver technical expertise on services beyond OIT Shared Services, involving IT staff when appropriate to expand support capabilities.
- Serve on campus cabinets and boards, contributing IT leadership and strategic insight to institutional decision-making.
- Maintain close communication and collaboration with IT System Administrator(s) and IT Network Administrator(s) to meet local campus service requirements.
- Lead one or more statewide OIT teams, contributing to the advancement of shared services and institutional IT strategy.
Requirements
What you’ll need- Bachelor’s degree in an IT related field
- Three to five years’ supervisory experience supporting IT environments, including but not limited to management of a team, hardware asset management, budget management, configuration management, and software distribution.
- Excellent customer service, organizational and strong leadership skills.
- Must have excellent written, oral, interpersonal, and presentation communication skills and demonstrated the use of initiative and organizational abilities, with both technical and team management.
- Proven ability to lead and manage a diverse team of professionals, developing and implementing effective programs to continuously enhance staff skills.
- Provide mentorship and strategic guidance to ensure individual career growth and alignment with organizational objectives.
- Skilled in managing multiple high-level strategic initiatives simultaneously, consistently meeting deadlines, and tracking progress with minimal supervision.
- Inspire and guide team members to adopt similar proactive and accountable work practices.
- Demonstrated ability to exercise discretion and maintain confidentiality while handling sensitive data and holding local administrative access to all desktop systems and data for secure and effective support.
- Capable of analyzing and framing complex technical issues through the lens of institutional policy, ensuring decisions and recommendations align with organizational governance and compliance requirements.
- Demonstrated abilities in change management and process re-engineering.
- Understand the enterprise interrelation of IT components, wired and wireless networks, VoIP, Active Directory, LDAP, information security, familiarity with advanced desktop management tools, and advanced IT troubleshooting skills.
- Ability to improve efficiency by automating tasks.
- Must be willing to travel as necessary.
- Preferred experience in a higher education environment is highly desired.
Benefits
Comp & perks- Health & Wellness
- Multiple medical plan options paired with a Health Savings Account with a generous employer contribution
- Dental plan with no-cost preventive services and coverage for orthodontia
- Vision plan with low-cost exams and allowances for glasses or contact lenses
- Employee Assistance Program offering no-cost confidential counseling sessions, legal consultations, financial planning consultations, and other resources
- Wellness program with opportunities to earn $250 in Wellness Rewards
- Flexible Spending Accounts for healthcare (limited purpose) and dependent care
- Retirement & Financial Security
- 10% employer retirement contribution, fully vested after two years
- Basic life insurance equal to annual salary paid by the College, with optional supplemental coverage
- Short-term and long-term disability benefits
- Educational Benefits
- Fee remission for employees, spouses, and dependent children
- Tuition assistance for undergraduate, graduate, and doctoral programs
- Paid professional development opportunities
- Work‑Life Balance
- Generous paid time off, including vacation, sick leave, holidays, and winter recess
- Flexible work arrangements where available
- Paid childbirth recovery leave (8 weeks)
- Paid parental leave (4 weeks)
- Additional Perks
- Eligibility for Public Service Loan Forgiveness
- Additional discounts on gym memberships, transportation, and various retail services
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
hardware asset managementbudget managementconfiguration managementsoftware distributionIT troubleshootingchange managementprocess re-engineeringActive DirectoryLDAPVoIP
Soft Skills
customer serviceorganizational skillsleadership skillswritten communicationoral communicationinterpersonal skillspresentation skillsinitiativementorshipteam management