Director, IT Service and Support - SALT LAKE COMMUNITY COLLEGE
SALT LAKE CITY, UT
About the Job
The Director of User Service and Support position requires a versatile individual that directs and coordinates the activities of Salt Lake Community College (SLCC) technology staff engaged in service and support operations at all SLCC locations around the Salt Lake Valley. This includes directing the Help desk and Technology Training team, The Staff and Faculty computer support team, as well as the Academic Computing Lab Support group. This position is also responsible for planning IT communications to SLCC constituents. This individual is also responsible for managing the Information Technology change control processes and notifications. Through continual improvement efforts, this leader ensures a quality experience for SLCC staff, faculty, and students while using SLCC's technologies.
*This position is at will.
Leadership and Management:
- - Provides oversight of allocated resources, assets, and expenses.
- Develops and implements policies and procedures for the User Service and Support team.
- Prioritize and assign tasks associated to service and support processes.
- Work collaboratively across IT to ensure effective cross-functional communication and issue management.
- Remain current in changing and emerging technologies and industry practices, anticipating possible impacts and benefits to the institution. Then plan and implement integration into the existing environment as needed.
- Enhances professional growth and development through participation in continuing education courses, professional organizations, seminars, and workshops, reading current literature and maintaining professional contacts in the community.
- Responsible for developing and enforcing departmental change control policies.
Service and Support:
- Develop and maintain monitoring of IT systems to prevent and minimize outages.
- Manages and coordinates tiered support escalation processes with other IT leaders.
- Collaborates and contributes to a reference knowledge base.
- Monitors and manages SLA's and metrics for IT.
- Monitors department budgets to provide direction for current and future technology expenditures.
- Negotiates contracts for the purchasing of hardware, software, and services.
- Ensure that end user computing systems are secure and compliant with relevant policies and regulations.
IT Communications:
- Responsible for disseminating IT service updates and productivity guidance to employees and students.
- Coordinate, write, edit, manage, and publish content for OIT websites.
- Collaborate closely with a variety of stakeholders, both internal and external, on all aspects of communication projects.
- Work with department colleagues and project managers to develop communication strategies for college projects.
- Collaborate with graphic designers to design and deliver both virtual and physical image content.
Audit and Process Improvement:
- Develops policies and documents procedures ensuring alignment with processes and objectives.
- Continuously expand knowledge of process improvement tools and techniques.
- Collaborates with IT teams to assist in designing audit procedures and monitoring solutions.
- Assists in providing training and guidance to process and control owners.
- Other duties as assigned; position will require some after-hours on-call duties.
*This position is at will.
Leadership and Management:
- - Provides oversight of allocated resources, assets, and expenses.
- Develops and implements policies and procedures for the User Service and Support team.
- Prioritize and assign tasks associated to service and support processes.
- Work collaboratively across IT to ensure effective cross-functional communication and issue management.
- Remain current in changing and emerging technologies and industry practices, anticipating possible impacts and benefits to the institution. Then plan and implement integration into the existing environment as needed.
- Enhances professional growth and development through participation in continuing education courses, professional organizations, seminars, and workshops, reading current literature and maintaining professional contacts in the community.
- Responsible for developing and enforcing departmental change control policies.
Service and Support:
- Develop and maintain monitoring of IT systems to prevent and minimize outages.
- Manages and coordinates tiered support escalation processes with other IT leaders.
- Collaborates and contributes to a reference knowledge base.
- Monitors and manages SLA's and metrics for IT.
- Monitors department budgets to provide direction for current and future technology expenditures.
- Negotiates contracts for the purchasing of hardware, software, and services.
- Ensure that end user computing systems are secure and compliant with relevant policies and regulations.
IT Communications:
- Responsible for disseminating IT service updates and productivity guidance to employees and students.
- Coordinate, write, edit, manage, and publish content for OIT websites.
- Collaborate closely with a variety of stakeholders, both internal and external, on all aspects of communication projects.
- Work with department colleagues and project managers to develop communication strategies for college projects.
- Collaborate with graphic designers to design and deliver both virtual and physical image content.
Audit and Process Improvement:
- Develops policies and documents procedures ensuring alignment with processes and objectives.
- Continuously expand knowledge of process improvement tools and techniques.
- Collaborates with IT teams to assist in designing audit procedures and monitoring solutions.
- Assists in providing training and guidance to process and control owners.
- Other duties as assigned; position will require some after-hours on-call duties.
Source : SALT LAKE COMMUNITY COLLEGE
