Director of Technology Support

Laredo College•Laredo, TX

2d•Onsite

About The Position

The Technology Support Director is responsible for ensuring the smooth running of the day-to-day operations of the Help Desk and Technology Support. This role involves working directly with partners across the institution to understand community needs and deliver innovative, mission-aligned services and solutions. The position requires significant coordination between internal and external departments and vendors.

Requirements

Bachelor’s degree in information technology or a related field.
Minimum of five (5) years of related experience with at least one year of supervisory experience.
Detail-oriented and organizational leadership, interpersonal, and communication skills.
Use a variety of spreadsheet, word processing, database, and presentation software.
Demonstrates competency in the technical implementation and design of hardware/software specifications from specification to deployment.
Solid experience with multifunction print devices, scanners, and printers.
Strong analytical skills and the ability to solve complex and challenging problems in an efficient, maintainable, and flexible way.
Ability to gauge the scope and impact of problems and escalate as required.
Understanding of principles, methods, and techniques used in all phases of installation, administration and maintenance of IT systems; adhere to best practice principles for support as expressed by industry standard frameworks such as ITIL, Project Management, and various others.
Working knowledge of the following: administration, maintenance of Windows, Apple or Linux operating systems, network topologies and protocols, web-based software services.
Supervisory principles, practices, and methods.
Solid experience with multifunction print devices, scanners, and printers.
Experience with analyzing and evaluating incident reports to make recommendations to reduce incident rate.
Understanding of the lifecycle of IT services and support operations and processes and software.
Experience with installing, upgrading, maintaining and re-imaging computer systems.
Required to work safely and follow safety rules.
Report unsafe working conditions and behavior.
Take reasonable and prudent actions to prevent others from engaging in unsafe practices.

Nice To Haves

Master’s degree in information technology or related field.
Eight years of experience with 3 years of supervisory experience.
Maintaining an established work schedule.
Effectively using interpersonal and communications skills, including tact and diplomacy, as well as business "writing for results" with an emphasis on email writing.
Effectively using organizational and planning skills with attention to detail and follow-through.
Writing and updating operational procedures and documentation.
Developing and maintaining Information Technology department website.
Creating work plans, goals, and objectives that ensure the efficient running of all help desk services, including meeting deadlines, schedules, and target dates.
Designing, developing, and implementing databases.
Researching and evaluating problems pertaining to hardware, software, and connectivity issues.
Effectively supervising, leading, and delegating tasks and authority.
Maintaining confidentiality of work-related information and materials.
Establishing and maintaining effective working relationships.
Have exemplary soft skills for de-escalating situations.
Be adaptable to changing priorities and technical directives in a fast growth institution.

Responsibilities

Supervises the Help Desk and Technology Support staff.
Manage technical support activities ensuring that users are given the needed information to utilize technology resources effectively and efficiently and that all issues are timely addressed and resolved.
Manage direct reports effectively, including training needs, coaching, and progressive discipline to address performance issues.
Manage customer issues and customer escalations, provide proper communications internally and externally throughout the process, and follows up on customer complaints.
Initiates customer satisfaction feedback and computer system recommendations to the Senior Director of Information Technology to continually improve process and operations.
Maintains responsibility for Tier 1 and Tier 2 troubleshooting support for desktop computing, administrative systems, and networking services as well as assigning requests for escalations as necessary to appropriate IT teams.
Responsible for establishing desktop computing hardware and peripheral standards that support the technical needs of the College.
Works with the Purchasing department to make sure technology purchases support the overall technology strategy of the College rules and standard administrative procedures, PCI security standards, and/or other applicable standards such as FERPA, HIPAA, copyright laws, and the State of Texas Administrative Code (TAC) 202.
Works with internal IT teams to address critical customer needs and concerns, system issues, and prepare communication to customers, such as incident reports and downtime notifications.
Manages and develops strategies, processes and systems that are focused on providing efficient coverage, service, problem resolution, and enhances the user experience.
Works with other Information Technology managers to manage, update, and ensure comprehensive documentation of operation guidelines and procedures are compliant with policies and regulations.
Works with other Information Technology managers to conduct computer forensic investigations and electronic discovery requests as needed.
Works with other Information Technology managers to configure and deploy upgrades and manage projects to improve college's software as new technology emerges.
Work with third-party vendors regarding supporting software and hardware changes.
Provide metrics into the efficiency and quality of the support team via daily, weekly, monthly, quarterly and/or annual reporting.
Work with HR to recruit and hire members into Technology Support team.
Performs other duties as required.