Director of IT Services
: Job Details :

*Edison State Community College * invites qualified candidates to apply for the full-time position of Director of IT Services. The Director of IT Services will be responsible for overseeing and managing the IT helpdesk, developing processes, implementing best practices, and adhering to the ITIL framework. The Director will work closely with the CIO to develop technology policies to be administered throughout the college. The Director of IT Services oversees a team, and several vendors, while providing excellent customer service and efficient, timely solutions for our students, staff, and faculty. To be considered, candidates should include cover letter, resume, transcripts, and three professional references when completing their online application.Edison State Community College is an EOE/AA Employer.Customer ServiceMaintain and ensure a high level of customer service to all students, staff, and faculty.Provide initial and refresher customer service training to IT staff.Facilitate collection of customer satisfaction metrics by rolling out surveys twice a year to staff/faculty and collating and publishing reports.HelpdeskManage the helpdesk operations including triaging of tickets, allocation of tickets, clearance of ticket backlog, closure of ticket based on Service Level Agreement (SLA).Work with the CIO and setup SLA's for tickets based on prioritization of tickets.Creatively use helpdesk physical space to encourage students/staff to seek help (via walk-ins) and also facilitate demonstrations of various IT solutions.Manage the helpdesk rotational shifts optimally and make adjustments based on unplanned leaves.Manage the helpdesk page on our website to ensure students/staff can get to information quickly and seek help publish helpdesk reports on Portals as well as displays inside college.Train end users using forums, webinars, newsletters etc.Classrooms/ Meeting Rooms AVCommunicate with internal and external end users to ensure proper configuration of all IT and AV requests.Supervise the setup of hardware and software in labs, classrooms, and offices.Support AV needs for events during and after college hours as needed.Hardware Procurement / MaintenanceEnsure all laptops/desktops are audited and patches are rolled out on time.Maintain hardware recycle process - Replace older hardware with newer ones.Maintain inventory of all hardware including desktops, laptops, projectors, TV's, smart boards etc.Seek multiple quotes for hardware procurement from approved list of vendors.Manage Phones for the college including setting up of Cisco call manager system.Software Procurement / MaintenanceEnsure all software used are licensed and renewed on time.Ensure pilots are conducted on newer software before procurement.Seek multiple quotes for software procurement from approved list of vendors.Manage third party vendors for various systems.Microsoft 365Administer Office 365 including Active Directory sync ups, Multifactor Authentication (MFA), and backup/recovery.Administer SharePoint, OneDrive, and Teams.Manage backup and retention based on the retention policies of various departments.SecurityEnsure all end user devices are protected by the Sophos product(s).Ensure Sophos reports are reviewed daily and actions are taken to fix open cases.Coordinate with external vendor to ensure quarterly risk assessments are completed as well as actions closed, in compliance with Gramm-Leach-Bliley Act.Team Management