Assistant Director of Service Operations

Commonwealth of Massachusetts • Boston, MA

2d • $90,000 - $108,000

About The Position

The Assistant Director of Service Operations provides leadership for all client-facing technology support functions at Massachusetts College of Art and Design (MassArt). The role coordinates helpdesk operations, endpoint lifecycle management, and user support using an integrated service approach that leverages IT service management principles.
As a working manager, this position provides hands-on technical leadership for complex issues while maintaining primary responsibility for supervising staff, managing daily operations, and implementing defined service strategies. The Assistant Director contributes to the planning and execution of Client Services strategies and operations roadmaps. Working collaboratively with IT leadership, The Assistant Director ensures that processes and procedures for endpoint support services align with administrative and instructional requirements, institutional policies, regulatory compliance, and best practices and standards.

Requirements

• At least 5 years of progressive experience in IT service operations, client services, or endpoint management.
• Minimum 2 years of supervisory and management experience in a technology support environment.
• Demonstrated experience using and managing endpoint management tools such as Microsoft Intune, JAMF, KACE, or similar.
• Prior experience with service management software and strong understanding of IT Service Management (ITSM) principles and frameworks (e.g., ITIL).
• Experience with device lifecycle management, patching, and endpoint security.
• Experience with business productivity applications (e.g. Google Docs, Microsoft Office) and digital media, art and design applications (e.g., Adobe Creative Cloud software, Apple Pro applications, Autodesk, etc.)
• Familiarity with security best practices, accessibility standards, and regulatory compliance (FERPA, GDPR, etc.).
• Understanding of budget planning and vendor management for hardware/software procurement.
• Experience managing projects with project management tools or PM certifications (e.g., PMP, CAPM, or Agile methodologies).
• Excellent leadership, communication, and collaboration skills.
• Ability to manage multiple priorities and projects in a fast-paced academic environment.

Nice To Haves

• Experience in higher education, public sector, or similarly complex organizational environments.
• Bachelor's degree in Computer Science, Information Technology, or a related field
• Demonstrated knowledge of Windows Active Directory administration and Group Policy.
• Prior experience with Apple Device Enrollment Program (DEP), Apple iOS and MacOS configuration profiles, Apple Configurator, disk images, LDAP directory services, Active Directory and Jamf
• Prior experience with Windows endpoint management and deployment platforms (e.g., System Center Configuration Manager (SCCM), Windows Deployment Services, KACE, Intune, etc.)
• Prior experience with enterprise encryption products, anti-virus and anti-malware products

Responsibilities

• Lead and supervise the Client Services team, including recruitment, onboarding, coaching, and performance evaluation of staff.
• Manage daily staffing levels, workload distribution, and scheduling to ensure dependable support coverage across locations.
• Handle complex or escalated technical issues, coordinating with other IT units as needed to ensure resolution.
• Establish, refine, and maintain documented service processes, standards, and procedures to promote reliable and efficient service delivery.
• Working with the service desk manager, track service performance through metrics, reporting, and user feedback.
• Oversees the operational lifecycle of administrative and instructional endpoints, including recommending specification, procurement coordination, deployment, configuration, asset tracking, maintenance, and decommissioning, in alignment with institutional policies and guidance
• Manage vendor relationships related to endpoint hardware, software, and support tools.
• Ensure secure configuration and management of endpoints through modern device management platforms such as Intune, KACE, JAMF, or similar tools.
• Maintain patching, endpoint protection, access control systems, and support security compliance activities?including data protection, accessibility, and regulatory requirements.
• Manage Client Services expenditures and provide informed recommendations for annual budgets, including endpoint purchasing, replacement cycles, and technology tools.
• Provides operational oversight and coordination for projects initiated by the Client Services, ensuring alignment with defined priorities, timelines, and available resources. Actively participate in cross-functional projects involving Client Services to ensure technical feasibility, stakeholder engagement, and successful implementation.
• Assumes additional responsibility as may be determined by the Deputy Chief Information Officer or the Chief Information Technology Officer.

Benefits

• When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager