Director of Technical Services
About The Position
The University of Southern Indiana is accepting applications for Director of Technical Services. Provide strategic leadership, operations, and service management for the service desk and tier one support of USI technology. This position oversees the USI IT Service Desk and technical operations for audio-visual services. Technical services staff assist students, faculty, and staff with technical issues and requests, and collaborates with other areas of Information Technology to resolve more complex problems. The Director oversees computer and audio-visual replacement, installation, and upgrades for the university. Participates in strategic planning, goal setting, and implementing plans for Information Technology.
Requirements
- Ten years of technical support experience required.
- Bachelor’s degree in computer science, computer information systems, management information systems, or related field.
- Professional and management experience must demonstrate increasing level of responsibility and supervision of staff.
- Strong oral and written communication skills and professional manner dealing with faculty, staff, students, and vendors required.
- Strong customer service experience.
- Attention to detail, accuracy, and efficiency during both slow and peak periods.
Responsibilities
- Provides leadership and guidance for Technical Services area including projects, tasks, and initiatives.
- Manage the processing of incoming calls and service requests to ensure timely, courteous, and effective resolutions of end user issues.
- Oversee development and communication of help sheets, usage guides, and knowledge base articles for end users.
- Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
- Prepares lifecycle and capacity management/planning of audio-visual equipment and other operational technology.
- Leads the implementation, management, and delivery of IT services within an ITSM (Information Technology Service Management) framework.
- Develop and manage Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
- Responsible for management of audio-visual upgrade projects and planning.
- Analyze performance of Service Desk, Desktop Support, and Audio-Visual activities and resolutions, identify problem areas, and implement solutions to enhance quality of service.
- Participates in the Office of Information Technology strategic planning and project planning.
- Perform other job-related duties as assigned.
Benefits
- Affordable medical, dental, vision, life and short term and long-term disability insurance plans.
- Retirement plan where the University makes the total contribution equivalent to 11% of annual salary.
- Full tuition fee waiver for employees/75% for spouses and dependent children.
- Vacation and sick time
- Holiday pay
- Free access to Recreation, Fitness & Wellness Center.
- Access to on-campus University Health Center and Dental Hygiene Clinic.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
