Director, Technology Effectiveness - C-15.206

FUNCTION : Acts as point of contact and public relations for College's IT technical support standards and ITS compliance with service levels. Responsibilities include overseeing the College's IT Help Desk Support and website, acting as the custodian for technology support knowledge base, and facilitating end user training on College-wide productivity tools.

Essential Job Functions:

Acts as point of contact responsible for communication and public relations between ITS and the College's faculty, administrators, staff, and community regarding:

promoting awareness of IT service levels and available services and solutions

service issues, outages, and recovery.

facilitation and resolution of escalated customer service issues

Acts as custodian responsible for documenting and facilitating timely updates to the ITS Service Level Agreement and knowledge base. This includes:

Ensuring that FAQs and the content on the ITS website is current and up to date.

Ensuring that IT Help Desk Support is delivering against service expectations as documented in the ITS Service Level Agreement.

Providing regular SLA compliance and technical support activity reports to ITS Leadership.

Ensuring vendor service levels and product usability and accessibility standards meet College and regulatory expectations.

Acts as custodian responsible for facilitating timely updates to College- wide Technology Standards. This includes:

Computing device and peripheral standards

Instructional and productivity software standards and their compatibility with a variety of College owned and personal end-point computing devices.

Acts as custodian responsible facilitating timely updates to Technology Usability Standards. This includes the evaluation of usability and accessibility standards for computing devices and software applications.

Act as point of contact for technology requirements and issues resolution with Dual-Credit partner institutions. Responsible for the up-to-date documentation of Dual-Credit partner institution Technology Standards and their compatibility with the College's computing devices, personal devices, technology systems, and instructional software.

Acts as point of contact responsible for defining, procuring, and managing the delivery of productivity software training to College users.

Support the Vice President, Technical Support in development of IT strategy, roadmap, and service level agreement as it relates to the department.

Support the day-to-day administration of the team, including contracts, payroll, expenses, and supplies.

Supports the Vice President, Technical Support in the development of the ITS budget.

Responsible for managing human resources within the team. This includes:

Recommend staffing and organization structure to ensure optimum service delivery

Hire and train staff

Staff development

Ensure that performance management activities including evaluations and rating validations are completed in a timely manner

Work with the Vice President, Technical Support to ensure that staff issues within the team are addressed in accordance with the college's policies and procedures.

Knowledge, Skills and Abilities:

Must be highly organized and possess excellent verbal communication and documentation skills.

Ability to work with and influence executive level leadership.

Marketing skills including managing a website and social media communications.

Balance between customer service, technical skills, and an ability to interact with customers at any level within an organization required.

Knowledge of typical IT service level delivery models for software delivery, enterprise applications, infrastructure services, and help desk services required.

Ability to work well with others and to demonstrate an excellent quality of work with little or no supervision required.

Required Education:

Bachelor's Degree or above from an accredited institution.

Preferred Education:

Master's Degree or above from an accredited institution.

Required Experience:

Minimum five (5) years of related work experience required.

Experience in customer services required.

Preferred Experience:

Experience in Higher Education preferred

Experience in developing and managing standards documentation.

Experience in managing IT Help Desk or Technical Support teams preferred.

Experience in delivering IT training preferred.

Preferred Licenses/Certifications:

ITIL foundations certification required.

Note: This position has limited opportunity for remote work arrangements with appropriate approvals and in accordance with the policies, procedures, and needs of the College.

Salary Grade: 34

Salary is based on the Board-approved salary schedule for the current fiscal year. See Salary Schedule

Requisition Number: req4497

Posting Close Date: 5/26/2023

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Applicant Support: If you need assistance with the application process, please contact the Cornerstone Support Team at 281-998-6387, option 3, or email [email protected].

Note: Due to the number of applications we receive, we are unable to follow-up with every applicant individually. If your qualifications meet the requirements for the position, and you are selected for an interview, we will contact you. You can review your application status by logging into the Cornerstone system.

Annual Security Report: The San Jacinto College Police Department is responsible for preparing and distributing the Annual Security Report to comply with the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act).

Equal Opportunity Statement: The San Jacinto College District is committed to equal opportunity for all students, employees, and applicants without regard to race, creed, color, national origin, citizenship status, age, disability, pregnancy, religion, gender, sexual orientation, gender expression or identity, genetic information, marital status, or veteran status in accordance with applicable federal and state laws. The following College official has been designated to handle inquiries regarding the College's non- discrimination policies: Sandra Ramirez, VCHR Org/Talent Effectiveness, 4620 Fairmont Pkwy., Pasadena, TX 77504; 281-991-2659; [email protected]