The Assistant Director of Technical Support Services is responsible for management of the daily activities related to customer facing technology for the technical support services technicians. Responsibilities include overseeing the timely resolution of support incidents, equipment use requests, inventory and asset management, as well as any activities related to support process improvement. The Assistant Director will prioritize and manage work to meet objectives defined through strategic planning and develop operational goals for the support team. This position coordinates and reports on applicable metrics for the support environment and leads in the development of innovative ideas on improving the delivery of computing services.
Manage Technical Support Staff, including performance evaluations, promotions, hiring, disciplinary responsibilities, and staff scheduling.
Phone system monitoring and statistical reporting for quality assurance and customer satisfaction.
Properly manage inventories of all related equipment and end user computing device hardware.
Manage enterprise level solutions for desktop, laptop and client device management for campus and center education remote locations.
Report and communicate related metrics for support, operational effectiveness, and oversee incident management. Handling and responding to elevated customer requests as necessary.
Develop and maintain standard operating procedures for service related operations.
Manage UTS student worker program.
Maintain and enhance professional growth and development of staff through training, certification, and continuing education.
Facilitate change and support of processes, procedures and associated tools related to incident and problem management.
Performs other tasks as assigned or as needed.
Bachelor’s degree from an accredited college or university in Computer Science or a related field; ITIL certification or related experience preferred
2 – 4 years of experience managing people and leading project teams within diverse areas of information technology.
Experience managing and interacting with multiple vendors (i.e. Software Vendors, Outsource Vendors)
A good understanding of available and emerging IT technologies
A good understanding of industry best practices and methodologies (i.e. ITIL)
Experience leading direct reports at the director or management level
Experience with higher education information systems
Experience with enterprise level management solutions
Ability to work positively and cooperatively with others
Ability to coordinate team efforts, motivate, provide leadership and communication within functional team.
Excellent written and oral communication skills
Flexible and adaptable to changing activities and workloads
Excellent interpersonal skills
Solid organizational and time management skills
Strong problem-solving skills and decision-making ability
Ability to work independently
Bachelor’s degree from a regionally accredited college or university.
Master’s degree from a regionally accredited college or university.