Director, Office of Technology Services

Tyler Junior College•TJC Central Campus, TX

4d•Onsite

About The Position

The Director of IT Operations directs, plans, and manages Tyler Junior College’s information technology infrastructure, systems, network, voice over IP, wireless access points, endpoint, and audiovisual support teams. The role ensures reliable, effective, efficient, and secure delivery of technology services throughout the College and collaborates with IT departments and academic, research, and administrative leaders on enterprise-wide IT strategy. The Director identifies technology changes and trends and communicates their impacts to the CIO; works with the CIO and Deputy CIO on long-term IT needs and strategic direction; supports technical innovation and technology-informed business decisions; and maintains key vendor relationships for critical platforms and services. The position oversees infrastructure, support services, and technology resources, including networks, servers and storage, data center operations, scheduling and monitoring, cloud strategy and architecture, endpoint platforms, and audiovisual technology for campus learning and collaboration spaces. It leads end-user support operations, escalation workflows, endpoint lifecycle management, desktop engineering, software distribution, user technical onboarding and offboarding, and troubleshooting standards. The Director manages and develops operational staff, supports service quality across campus locations, serves as a major incident manager and technical escalation point, and works with campus departments and IT peers to maintain continuity of operations. The role also leads technology modernization and refresh planning; develops and maintains procedures, policies, and usage standards; supports disaster recovery and technology backup planning and testing; contributes IT language to relevant RFPs and contracts; and consults on building and remodel projects to ensure appropriate technology infrastructure. Strategic decisions about the College’s vision and the strategic direction of the Office of Technology Services are referred to the CIO, while the Director independently makes decisions about day-to-day OTS Operations activities. This is an on-site position in Tyler, Texas. Work may be required outside normal business hours, including travel, shift work, weekends, holidays, or on-call work. Minimal travel is required. The position involves contact with staff, students, and the general public, and is security-sensitive, with a criminal background check required. A current, valid Texas driver’s license and acceptable driving record are required if travel is necessary.

Requirements

Bachelor’s degree in computer science or a related field.
Eight years of experience in Information Technology with applicable experience.
Must be authorized to work for any employer in the United States; visa sponsorship is not available.
If travel is required, must have and maintain a current, valid Texas driver’s license and an acceptable driving record.
Must complete training and adhere to standards for providing prompt, high-quality service and respect to internal and external customers.
Must maintain knowledge of and comply with organizational standards, policies, and procedures in the TJC Employee Handbook.
Must be able to work effectively as a member of leadership and other relevant teams.
Must maintain strict patient and employee confidentiality in compliance with regulatory laws.
Must demonstrate willingness to take on new and additional responsibilities and respect cultural differences.
Must be able to meet the position’s physical demands, including sitting, walking, standing, lifting, and driving.
Must be available for work outside normal business hours as required, including travel, shift work, weekends, holidays, or on-call work.

Nice To Haves

Operational technical-related certifications.

Responsibilities

Partner with the CIO and Deputy CIO to develop the enterprise-wide strategic technology roadmap and innovative technology strategies.
Develop vision and short- and long-term plans, and build relationships with customers and service providers.
Establish procedures, policies, and solutions across organizational boundaries.
Monitor new technology, industry trends, and vendor solutions.
Oversee the management and short- and long-range direction of technology infrastructure, support services, and technology resources.
Lead teams responsible for voice and data networks, servers and storage, data center facilities and operations, scheduling and monitoring, cloud computing strategy and architecture, and endpoint technologies.
Direct planning, deployment, and lifecycle support of audiovisual technology for campus learning and collaboration spaces.
Expand and oversee end-user technical support operations, Tier 2 and Tier 3 escalation workflows, endpoint lifecycle management, desktop engineering, software distribution, technical onboarding and offboarding processes, and troubleshooting standards.
Ensure high-quality technical support across campus locations.
Collaborate with departments on emerging technologies and promote adoption of IT enablers that support academic, business, and administrative offices.
Hire and develop operational team employees; conduct reviews, manage time off and coverage, and coordinate work assignments.
Provide staff training and professional development to maintain current technical knowledge and end-user support best practices.
Coordinate with IT teams and provide service to campus customers; participate in relevant meetings, planning, and presentations.
Ensure issues, including end-user-impacting incidents, are communicated effectively and resolved promptly.
Serve as the ultimate technical escalation point and first functional or hierarchical escalation point for Server, Network, and Endpoint teams; assist with complex infrastructure and end-user support issues.
Serve on the incident response team as Major Incident Manager, coordinating communications, root-cause analysis, and user-impact mitigation during major outages or service disruptions.
Develop and implement technology refresh plans and maintain usage policies, including hardware and software standards, device imaging, and configuration management.
Participate in long-range planning for end-user technology, operational systems, and support activities; lead planning for modernization initiatives.
Review and recommend training and development plans for Operational teams, and provide technical expertise and mentoring to IT Services and Support staff.
Document and maintain operational procedures and processes, and ensure teams follow them for incident resolution, request fulfillment, and device provisioning.
Work with the Deputy CIO and CIO to evaluate, plan, implement, and establish operations for new technologies.
Review drawings and consult with architects and engineers on remodel and building projects to ensure facilities have appropriate operational infrastructure and end-user technology accommodations.
Work with campus colleges and departments to support their needs and ensure continuity of operations.
Oversee development, maintenance, and regular testing of campus technology backups and disaster recovery plans, including end-user continuity and workstation recovery.
Review and recommend RFP contract language related to IT, including software licensing, endpoint procurement, and managed service agreements for end-user operations.
Comply with applicable federal, state, and institutional laws, requirements, standards, policies, and procedures.
Maintain regular and punctual attendance and interact with staff, students, and the public with sensitivity to diverse backgrounds and disabilities.