About This Role
Leading the technical team that delivers high-quality IT services is the core of this IT Director role, reporting to the Executive Director of IT Operations. This position requires a strong commitment to customer service excellence, active participation in budgeting and planning, and the ability to ensure projects align with organizational goals and technology policies.
Responsibilities
- 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