Executive Director - Enterprise Technology Operations

Collin College•Collegeville, PA

About The Position

Lead the technology support teams, comprised of Campus Technology Operations, Service Desk, and Security Services in delivering high quality technical and support services to students, faculty, and staff in a timely manner. This role will establish and refine the processes, techniques, tools, and methods used by technology support to provide exceptional support and services to faculty, staff, and students.

Requirements

Bachelor's degree with a major in computer science, computer engineering, information technology or related field from an accredited institution
Seven (7) years in senior information technology management with experience supervising customer service, desktop support, network operations, security operations, or educational technology
Knowledge of Texas higher education statutes
Knowledge of NIST Cybersecurity and Risk Management Framework
Knowledge of laws related to personnel management
Knowledge of College policies and procedures
Written, verbal, and visual communication and influencing skills
Organizational skills
Team building skills
Planning and project management skills
Research and analytical skills
Ability to provide broad problem-solving skills to critical, time-sensitive, and technical issues
Ability to research and understand ongoing advances in technology and security
Ability to evaluate software, tools, and processes that will be most effective for solving customer service, classroom, and operational challenges
Ability to communicate effectively to implement initiatives
Ability to motivate a cross-functional team
Ability to successfully manage program and project budgets and providing recommendations
This position is Security Sensitive, therefore, candidates will be subject to a criminal background check.

Nice To Haves

Ten (10) years of experience
Master's degree in a computer discipline from an accredited institution
Possess one or more of the following certifications: ITIL Foundation ITIL Managing Professional (MP) Certified Information Security Manager (CISM) Certified Information Systems Security Professional (CISSP)

Responsibilities

Manage, build and develop a customer-focused team that encompasses technology support function in accordance with district policies and procedures.
Champion the adoption of ITIL framework components to improve efficiency, reduce risks, and build customer trust by integrating IT with institutional goals, moving from reactive support to proactive service management.
Effectively measure user satisfaction with Technology Services and work to continuously improve customer satisfaction over time.
Lead cross-functional teams across the Technology Services department to deliver wholistic solutions that support both institutional growth and regulatory compliance.
Ensuring a solutions provider mentality while delivering a professional work environment.
Oversee and participate in College’s information security program and risk management initiatives.
Lead continuous improvement efforts in automating and optimizing service delivery and user related self-service programs to provide customers with an efficient and effective time to resolution.
Guide the implementation, documentation, and update of new and existing policies, procedures and processes for IT systems.
Assure IT resources are both available through self-service online avenues as well as training opportunities.
Work collaboratively with the leadership of the college and others for long-range planning, staff needs assessments, training, and development.
Plan, design and implement short and long-term strategies and plans for assigned areas in support of institutional and department goals and strategic initiatives.
Formulate and recommend annual budget requests and assume responsibility for operating within the approved budget.
Manage associated budget(s) including tracking expenditures, approving routine purchase requests, and developing annual budget plans
Perform other duties as assigned.
Perform all duties to maintain all standards in accordance with college policies, procedures, and core values.