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Job Number: R1001789
IMPORTANT APPLICATION INSTRUCTIONS:
- Upload Resume or Curriculum Vitae for automatic population of information to the application.
- The contact information, work experience, and education listed on your Resume/CV will be parsed and input into your Montclair application.
- Review information and double-check all fields containing information that the system parsed – the software is intelligent, but you need to verify that the data is accurate.
- In the “My Experience” section, you will find a Resume/CV upload option where you can submit your cover letter and all other supporting documents.
Note: If you have an expansive CV, we recommend that you apply manually and only include the positions you have held in the last ten (10) years. You will then be able to attach your Resume/CV, as well as all other supporting documentation in the “My Experience” section of your application.
Job Description
OVERVIEW:
Reporting to the Assistant Vice President of Technical Support Services, the Director of IT Support Services is a hands-on position that is responsible for ensuring a customer-focused approach to delivering information technology services to Montclair State University. The Director must have in-depth knowledge of IT Service Management (ITSM/ITIL) strategies, process, policies, project management, budget management, and best practices, and must have demonstrated a strong customer service orientation. This position must be hands-on as they directly manage our desktop support team that is responsible for the enterprise desktop infrastructure and all applications integrated into it that is utilized across campus. The team is also responsible for direct support of Faculty, Staff and Students across campus through oversight of our Service Desk. Additionally, this role is responsible for acting as a technical liaison for several colleges and established clinics.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Operational Management
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Plan and implement the technical support strategy and roadmap for Faculty, Students, and Staff.
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Organize and support team involvement in operation planning, decision making, and process improvements.
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Create agendas, scheduling monthly meetings, and liaising with other local academic technology Directors and IT Directors to inform, discuss and acknowledge improvements and changes within IT.
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Serve as the Technical Director for Administrative Divisions and specified Colleges.
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Review and respond to survey feedback weekly to improve services, tools, and support experience.
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Take ownership of unresolved technical issues, and escalate as necessary.
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Review and understand the daily metrics on all incidents coming through the IT Service Desk by establishing a line communication with the Manager of IT Support Services and ensure that the IT Service Desk is meeting the SLAs.
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Provide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly, and as needed.
Infrastructure Management
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Provide System Administration for ServiceNow IT Systems Management used across all areas of Information Technology on campus, Division of Finance and Treasury, Human Resources, Red Hawk Central, and other areas across campus.
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Update policies based on support applications utilized across campus, including policy creation, documentation, and training, where applicable.
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Collaborate with professional staff and Director Systems and Infrastructure Operations to ensure that the uptime for our Desktop Management applications (Jamf and SCCM) are up to date and maintain an uptime of 99.9%.
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Collaborate with our Telecom Manager and Director of Audio-Visual Engineering tea, to ensure that our Avaya Call Center software is functioning properly by continuous review of data.
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Manage staffing levels to meet hours of operation as assigned, to provide coverage during identified support hours, typically 7:00 AM to Midnight, 7 days per week. In addition, develop a procedure for on-call staff coverage.
Staff Leadership and Management
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Perform comprehensive performance reviews of all full-time staff based on Human Resources guidelines and deadlines.
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Assist in the development and completion of organizational goals, policies, processes, and procedures for all team members, and set professional development goals to ensure the health of the organization.
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Lead and manage the day-to-day operations, projects, processes enhancements, customer support, and improvements
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Select, hire, manage and terminate additional IT Support Services technicians as needed.
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The Director serves as the direct representative of the Assistant Vice President of Technical Support Services in various meetings, committee assignments, and conferences as needed.
Project Management
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Lead and manage the status and deliverables for all projects to meet established deadlines for all projects and tasks.
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Assist with planning and implementing the University’s technical support strategy and roadmap to ensure that all service offerings and projects are aligned.
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Identify and foster relationships with external vendors
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Manage budget targets to ensure that all projects are completed on budget and IT Support Services is fiscally responsible.
Technical Management
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Manage, track and adhere to a regular replacement cycle for computers (laptops, desktops, and monitors) that are part of our computer lifecycle program.
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Maintain and regularly update desktop/application standards, working closely with our vendors and Information Technology groups to ensure compliance, timeliness and leverage economies of scale.
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Establish and maintain technical knowledgebase that can be shared internally and with our campus community.
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Coordinate the download and distribution of all enterprise-owned software, and assist IT Business Manager with the software license documentation and agreements to ensure compliance.
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Management retains the right to add or change job duties at any time.
QUALIFICATIONS:
REQUIRED:
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A Baccalaureate degree from an accredited institution. Years of direct experience may be substituted for educational degree attainment at the discretion of the hiring authority.
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Minimum of 5 years of demonstrated technical experience, which includes managing group(s) responsible for customer-facing IT services including a minimum of 3-years of experience implementing and administering Help Desk tools in a medium to large-sized organization.
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Demonstrated experience supporting, administering, distributing application packages for Windows 10 and Mac OS (10.13 and higher) operating systems using Jamf and Microsoft System Security Service Manager (SCCM) and GPOs.
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Well-developed analytical and quantitative skills to evaluate service levels and drive performance standards.
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Experience with planning, managing, and implementing technology-based projects while balancing multiple priorities.
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Strong communication and interpersonal skills both oral and written; Strength in collaborating and leading within a team and cross-functionally up to and including the executive leadership level.
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Ability to adapt to or establish policies, procedures, and technology and document this by established change control practices.
PREFERRED:
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Experience with troubleshooting a variety of audio, visual, and multimedia equipment and systems.
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Knowledgeable in troubleshooting Windows and Apple equipment as it relates to mediated spaces
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Ability to utilize website and social media functions to perform updates to specific Information Technology pages.
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Ability to develop and conduct training, workshops, and/or seminars for the campus community.
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Certifications in ITIL Foundations, A+, Help Desk Institute (HDI) Director and Manager certifications, a plus.
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Knowledge of specific security and data protection policies (FERPA, HIPAA, PII, etc.)
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Superior database and Excel skills (VLOOKUPs, pivot tables, advanced formulas)
PROCEDURE FOR CANDIDACY:
Applicants should include a resume and cover letter describing how their background, skills and education match the needs of the University. When applying, please take a moment to carefully read and follow the steps in the application instructions.
Department
Technical Support Services
Contact Information:
For questions or concerns, please contact Human Resources’ Workday Recruiting Support at 973-655-5000 (Option 2), or email talent@montclair.edu.
EEO/AA Statement
Montclair State University is an Equal Opportunity/Affirmative Action institution with a strong commitment to diversity.
Additional information can be found on the website at
www.montclair.edu/human-resources/about-us/eo-aa-and-diversity/
Title IX and 34 C.F.R. 106 Policy
Montclair State is required by Title IX and 34 C.F.R. 106 not to discriminate on the basis of sex or gender, and does not discriminate on the basis of sex or gender in the operation of education programs and activities. The requirement to not discriminate on the basis of sex or gender in the operation of education programs and activities extends to admission and employment. For further details, please visit: https://www.montclair.edu/human-resources/job-seekers/
Located 12 miles west of New York City on a 252-acre suburban campus which boasts modern, state-of-the-art facilities complemented by green spaces, public plazas and striking Spanish Mission architecture, the University offers a comprehensive undergraduate curriculum with a global focus; a broad variety of superior graduate programs through the doctoral level; and a highly productive, dedicated and diverse faculty and student body.
The University’s 11 colleges and schools offer more than 300 undergraduate and graduate majors, minors, concentrations and certificate programs, and with more than 120 student organizations and 18 NCAA Division III athletic teams for men and women, Montclair State offers its students a comprehensive college experience.
Montclair State University is an Equal Opportunity/Affirmative Action institution with a strong commitment to diversity. Additional information can be found on the website at www.montclair.edu/human-resources/about-us/eo-aa-and-diversity/
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