Director, Technology User Support Services | #education | #technology | #techjobs


Department: Information Technology

Location: Santa Clarita, CA


Deadline Date: 07/19/2021

Position Number: CLA-376

College of the
Santa Clarita Community College District

announces an employment opportunity for

Technology User Supp Svcs

Review Date: July 19, 2021

This position is a high priority for our District for the 2021-2022
year and is contingent upon continue available district, grant and state funding.

The Santa Clarita Community College
District/College of the Canyons is seeking a full-time Director, Technology User Support Services.

Who We Are

The Santa Clarita Community District is committed to achieving educational equity for all students. As presented in our District
Strategic Plan, which focuses on Access, Engagement, and Success, “Equity, inclusion, and diversity are not goals in themselves, but
ideologies embedded in all actions and planning across all departments and functions of our college and its two campuses.” These areas of
focus demonstrate a resolve to focus on student success and confirm that we are at the forefront of change with integrated planning efforts
that both evolve and anticipate the needs of our students. We provide
students with a rich and dynamic learning experience that
embraces differences – fostering healthy inclusion through inquiry, shared dialogue and reflection to ensure that we promote a sense of
community, collegiality and cooperation. When you join our team at the Santa Clarita Community College District, you can expect to be part
of an inclusive, creative, flexible, innovative and equity-focused community that engages students, each other, and the community in
scholarly inquiry, creative partnerships, and the application of knowledge and success.

The College and the District

College of the Canyons is part of the Santa Clarita Community College District and is designated as a Hispanic Serving
Institution (HSI), enrolling approximately 32,000 students each academic year. College of the Canyons has a diverse student population that
reflects our focus on enhancing the educational attainment and economic well-being of the community we proudly serve. Detailed information
about our student population, including data related to student success, can be found on the College of Canyons Office of Institutional
Research, Planning and Institutional Effectiveness (IRPIE)
website. Additionally, College of the Canyons, was recently honored as a
2021 Bellwether College Consortium award winner, was honored in 2018 and 2019 with the Champion of Higher Education award, was ranked #1 in
Los Angeles County during 2019 as the best two-year college for adult learners, and is rated #1 in Los Angeles County for completion rates
by college-prepared students. It is distinguished as one of the top transfer institutions in Los Angeles County.

Who We Want

We value the ability to serve students from a broad range of cultural heritages, socioeconomic backgrounds, genders,
abilities, and orientations. Therefore, we prioritize applicants who demonstrate they understand the benefits diversity brings to a
professional educational community. The successful candidate must be an equity-minded individual committed to collaborating with faculty,
classified staff, administration, students and community partners who share our commitment to closing equity gaps. The Santa Clarita
Community College District seeks leaders possessing a strong grounding in academic and student services programs and a thorough
understanding of the primary mission of the community college. We seek employees that value mentorship and working in a collegial,
collaborative environment, who are conscientious risk takers and transformational leaders guided by a commitment to helping all students
achieve their educational goals.


Under the direction of the Assistant
Superintendent/Vice President, Technology and University Center Operations, the Director performs a variety of responsible and complex
duties related to end-user support of information technology-based systems primarily in the areas of hardware, application software, audio
visual, and multimedia. Plans, directs, and supervises the operations of the John Drislane Technology Center, Help Desk, Audio Visual and
Technical Support staff; evaluates assigned personnel and develops the department budget. The Director runs the day-to-day operations and
performs tasks and projects that are assigned to the department. Performs other related duties as assigned.


The duties listed below are intended only as illustrations of the various types of work that may be performed. The
omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to
this class.

  1. Oversee the daily operations of the Computer Support and Audio Visual department. 
  2. In coordination
    with the Assistant Superintendent/Vice President, develops and evaluates standards and specifications for District technology hardware and
    software to ensure system and procedural integrity, security, compliance, and compatibility.
  3. Develops and executes a technology
    acquisition and replacement program that is compatible with the District’s long range strategy and planning processes. Researches and
    recommends alternatives to meet identified needs.
  4. Participates in needs assessments and evaluates potential technology purchases
    for compatibility with existing technologies and adherence to District standards. Work with vendors to obtain quotes for equipment,
    software, and services as needed. Places orders and receive products.
  5. Requests, negotiates, monitors, and reviews contracts,
    Service Level Agreements, and maintenance agreements with vendors for hardware and software products and services within assigned areas of
    responsibilities. Working with District Contracts and Risk Management office, ensures contracts and agreements are consistent with District
  6. Effectively documents and executes technology projects in support of instructional and administrative operations to
    allow the District to operate more effectively and efficiently.
  7. Oversees Help Desk operations and ensures that all requests for
    assistance are properly documented, resolved and handled with the highest quality of customer service.
  8. Develops and implements
    performance measures to evaluate customer focused service and support as well as provide information for department planning. This includes
    appropriate tracking and reporting of customer requests and responses, user satisfaction surveys, as well as evaluation of hardware and
    software performance and reliability.
  9. Ensure all technology hardware, software and peripherals are properly cataloged, inventoried,
    assigned and tracked from the point of acquisition through disposal by an approved E-Waste vendor or donation to other organizations as
    authorized by Board Policy. 
  10. Develops user documentation, guides, outlines, and technical publications. 
  11. Designs, implements and conducts District technology training sessions.
  12. Trains, supervises and evaluates the performance of
    assigned staff, develops and prepares work schedules, coordinates duties and assignments to assure effective operations, and participates in
    the selection of new personnel.
  1. Prepares an annual self-evaluation that includes evaluations of each full-time staff
    person, the achievements and goals of the department, as well as the facility and staffing needs of the department.
  2. Participates
    with other IT management employees in the development, implementation, interpretation and application of plans, policies, procedures,
    controls, standards, and objectives related to areas of responsibility. Recommends revisions as necessary to ensure compliance with all
    applicable laws, codes, and regulations.
  3. Develops and monitors the department’s budget and completes the annual program
  4. Participate on college-wide committees as assigned including but not limited to the District’s Technology Advisory
  5. Performs other related duties as assigned.



Three (3) years of full-time equivalent experience in a technical support
role with at least two (2) years in a supervisory, or lead capacity. Experience in project management, computer hardware/software
installation and maintenance, troubleshooting end-user technical problems, and supervising or directing the activities of other technical
support staff.


Education equivalent to a Bachelor’s Degree (120 semester
units) from an accredited institution is required. Education equivalent to an Associate’s degree (60 semester units) and two
(2) years of experience in addition to what is required above may be substituted for two years (60 semester units) of the education


Position requires knowledge

  • Information technology hardware, software, and related systems in an enterprise environment
  • Educational technology, multimedia environments and delivery systems
  • Help Desk/Call Center operations and administration
  • System utilities, features, installation, maintenance procedures and diagnostic techniques
  • Facilities design and electrical
    systems integration
  • Concepts, practices and procedures of supervision and leadership
  • Data communications processes and
    network design
  • Database management
  • Information security best practices

Position requires ability

  • Demonstrate interpersonal and communication skills in working with users to interpret and provide appropriate
  • Use leadership and management theories and practices in carrying out daily responsibilities.
  • Establish departmental priorities, policies and procedures.
  • Maintain materials, budgets, inventory, and technical
  • Develop and maintain cooperative working relationships with others.
  • Develop plans and budget for support
    services responsibilities.
  • Plan, organize and direct the work of others. 
  • Communicate effectively, orally and in
    writing to assimilate and understand information in a manner consistent with the essential job functions.
  • Make sound decisions in a
    manner consistent with the essential job functions.
  • Withstand considerable pressure and follow an activity, project, or plan of
    action from inception through implementation.
  • Prioritize workload.
  • Analyze technical problems and do abstract problem
  • Evaluate and summarize technical documentation.
  • Plan, organize, and manage complex purchase processes,
    including negotiations with vendors for hardware and software acquisitions that maximize the utilization of available resources and enhance
    organizational efficiency.
  • Communicate with peers, subordinates, supervisors, and students in an open, honest manner and build
    trust among all constituencies in the District.
  • Be an effective and motivational member of a team.
  • Demonstrate clear evidence of sensitivity to and understanding of the diverse academic, socioeconomic, cultural, disability and ethnic
    backgrounds of community college students, staff and the community.


Salary placement
This twelve (12) month per year position will be on an individual contract. This classified administrator position will be placed
on Range 15 of the Administrator Salary Schedule. Step placement is based on experience. Initial salary step placement for
new employees is customarily at step 1, 2, or 3 ($9,959 / $10,108 / $10,260 per month) of this 20-step salary range. All
administrators are on an employment contract and exempt from overtime and compensatory time accumulation.


Full-time employees are provided with a diversified program that includes medical, dental and vision insurance
including dependent coverage, disability and life insurance as well as Section 125 options. These benefits commence on the first of the
month following date of hire. Professional development opportunities are provided to all classified administrative employees.

RETIREMENT: Classified employees contribute to the Public Employees’ Retirement System (PERS), a defined benefit retirement plan through
the State of California.


Sedentary position requires use of a computer and related equipment
for extended periods of time; frequently exerting 10 to 20 pounds of force to move objects; communicating and providing information to
others; work outside on all parts of District locations and in varying weather conditions. In the event of an emergency, employees will be
relied upon to serve as emergency service workers.


  • Successful completion of
    background fingerprint clearance, pre-employment physical examination (disabilities not related to the physical job will not affect the
    application process) and TB screening.
  • Proof of eligibility to work in the United States and signing of loyalty oath per government
    codes 3100-3109.
  • Meeting applicable eligibility requirements under CalPERS or CalSTRS if you are a current or former member.
  • Board of Trustees approval.
  • Official, sealed transcripts are required upon offer of employment.
  • Position is contingent
    upon funding and is subject to change.


The Santa Clarita Community College
District is committed to employing qualified employees who are dedicated to student learning and success. The Board recognizes that
diversity in the academic environment fosters awareness, promotes mutual understanding and respect, and provides suitable role models for
all students. The Board is committed to hiring and staff development processes that support the goals of equal opportunity and diversity,
and provide consideration for all qualified candidates. The District does not unlawfully discriminate in providing educational or employment
opportunities to any person on the basis of race, color, religion, religious creed (including religious dress and grooming practices),
national origin, ancestry, citizenship, physical or mental disability, medical condition (including cancer and genetic characteristics),
genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender, gender
identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status, protected medical leaves
(requesting or approved for leave under the Family and Medical Leave Act or the California Family Rights Act), domestic violence victim
status, political affiliation, and any other status protected by state or federal law or on the basis of these perceived characteristics, or
based on association with a person or group with one or more of these actual or perceived characteristics.

Applicants who have
disabilities may request that accommodations be made in order to complete the selection process by contacting the Human Resources office
directly at (661) 362-3427.


Innovative. Collaborative. Entrepreneurial. These characteristics not
only define College of the Canyons, they are embodied by the faculty, staff and administrators who make this college unique among the 114
California Community Colleges. 

Established in 1969, College of the Canyons is among the fastest-growing colleges in California
and the nation. It is widely recognized as a model community college for enhancing student access, success and equity. Its completion rates
rank among the highest in the state. The college has established a well-deserved reputation for bolstering economic development and offering
innovative career technical education responsive to industry needs.

Guided by visionary leadership, the college serves a
367-square-mile area of northern Los Angeles County that includes the dynamic, growing Santa Clarita Valley. A steady influx of new
residents and businesses creates a spirit of possibilities that inspires the college to be flexible, creative and attuned to the community’s
evolving needs. The growing diversity of the community is mirrored by the college, which qualifies as a Latino-serving institution.

The college’s influence in the community is best illustrated by the dozens of collaborative partnerships it has forged with local school
districts, government entities and service organizations. Examples include the Performing Arts Center’s K-12 Arts Education Outreach
initiative, which allows thousands of children to experience the arts each year, and Academy of the Canyons, an early/middle college high
school at the Valencia campus that is ranked among the top 10 percent of high schools in the nation.

With campuses in Valencia and
Canyon Country, the college offers 92 associate degree programs, including 23 associate degree for transfer (AD-T) options, as well as 71
certificate programs. Classes are offered during traditional fall and spring semesters, as well as shorter, intensive summer and winter
sessions. Additional educational opportunities exist at the University Center, whose four-year colleges and universities offer approximately
30 bachelor’s, master’s and doctoral degree programs, as well certificate and credential programs.

Because of the college’s
commitment to meeting the needs of the community, local voters have approved two bond measures valued at more than $240 million since 2001.
The college also secures substantial funds from the state and millions of dollars in grants each year that allow new, cutting-edge programs
to be developed and facilities built to accommodate them.

Given its commitment to growth and innovation, College of the Canyons sets
a new standard for what a college can achieve. It is a vital cultural, educational and economic force in the region. Join us to discover
unexpected possibilities, the freedom to innovate and an opportunity to shape the future.


Applicants are encouraged to complete their applications online at If you require
assistance, please call the Human Resources office at (661)362-3427 or for the hearing impaired TTY/TDD Line at (661)362-5178. Applicants
may check the status of their application online and may expect to be notified within approximately 5 weeks following the Review Date as to
the status of their application.

All application materials must be uploaded online or received in the Human Resources office
by the end of the day on the Review Date in order to assure consideration for this position. Postmark is not acceptable for this purpose.
Separate application materials must be submitted for each position applied for. Materials submitted become property of the District
and will not be returned, copied, or considered for other openings. The Human Resources office is located in the University Center, Suite
#360 at 26455 Rockwell Canyon Road, Santa Clarita, CA, 91355.

Your application is not complete until the following
required materials have been uploaded online or received by the Human Resources office:

  • Online
    District CLASSIFIED Application
  • Detailed resume, which includes month/year dates of employment and
    descriptions of responsibilities at each employer.
  • Letter of interest (cover letter). In your letter, please
    address your qualifications and experience as they pertain to the job duties and the abilities section of this announcement.
  • Copies
    of complete and legible college transcripts clearly indicating all college units earned and any degree awarded. You can
    submit unofficial copies of transcripts for application purposes. Copies of diplomas are not acceptable in lieu of college transcripts.
    Official, sealed transcripts are required upon offer of employment. Please see our website for the requirements for evaluation of
    transcripts from foreign colleges or universities.
  • Confidential Recruitment Source Information (voluntary survey).
    This is voluntary and is a part of the online applicant profile, separate from the application.
  • Supplemental Questionnaire.
    Please answer the following questions as part of your application packet.
  1. Do you possess Education equivalent
    to a Bachelor’s Degree (120 semester units) from an accredited institution, OR, an Education equivalent to An Associate’s degree (60
    semester units) and two (2)
    years of experience in addition to what is required above may be substituted for two years (60 semester
    units) of the education requirement? If yes, list your degree(s) and please provide a legible copy of your college/university transcript(s)
    in your online application packet. Copies of diplomas are not acceptable in lieu of college transcripts.
  2. Do you possess three (3)
    years of full-time equivalent experience in a technical support role with at least two (2) years in a supervisory, or lead capacity? If yes,
    please describe.
  3. Please describe any experience you may have in developing and evaluating standards and specification for an
    organization’s technology hardware and/or software.
  4. Please describe district and/or organizational projects in which you have led
    and been directly responsible for.
  5. Please describe your experience in implementing performance measures to ensure customer focused
  6. Please outline your experience in developing, implementing and conducting end-user trainings.
  7. Describe your
    experience with departmental short and long term planning and budgeting.
  8. Why do you want to work at College of the Canyons in this
    IT administrative position?

Please note:

  • Skills evaluation of candidates for interview may be
  • Travel and relocation expenses are the responsibility of the applicant. 
  • Hiring committees review all
    complete, qualified application packets. Possession of the minimum qualifications does not guarantee an interview.
  • A presentation
    will be required for those candidates selected for an initial interview.
  • Current COC employees who are applying for this position:
    Please be aware that materials from your personnel file are not included as part of the application file; therefore, please provide the same
    requested application materials as any other applicant.
  • Applicants are encouraged to apply online. If you need assistance with the
    application process, contact:

Human Resources Office

(661) 362-3427

TTY/TDD (661) 362-5178 or visit our website at

It is the applicant’s responsibility to ensure that all
application materials are fully and correctly submitted. All materials submitted are for this position only and become the property of the
District. Materials will not be returned, copied or considered for other openings. Resumes may not be submitted in lieu of the official
application form.

The College is expecting to conduct initial interviews between the weeks of August 2, 2021 and August 9,
2021 and conduct final interviews between the weeks of August 16, 2021 and August 23, 2021. This is an estimated timeline, and is subject to

Positions are offered contingent on funding. We reserve the right to withdraw, extend the filing
date, reopen, or delay filling this position. Recruitment may continue until the position is filled. This recruitment may be used for future


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