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Senior Director of IT Support Services

The Senior Director of IT Support Services is a management role with responsibility for multiple teams of IT Service Desk Analysts, IT Support Specialists, IT Support Services Leads, and IT Support Services Managers providing a broad range of technical support services to students, faculty, and administrative staff across the University. The Senior Director of IT Support Services is responsible for IT support across all geographies. Their teams configure, install, and maintain hardware and software programs, assist with upgrades and integrations, help with cybersecurity issues, and provide repair and troubleshooting support.

The Senior Director of IT Support Services reports to the Chief Information Officer.  The location of the role will be on one or more campuses.  Travel between campuses will be required.

Responsibilities

  • Establish and maintain support levels for NUC students, faculty, and staff across 30+ campuses in Puerto Rico and the United States.
  • Build and maintain positive, constructive partnering relationships with the campus community.
  • Manage IT Support Services teams consisting of IT Service Desk Analysts, IT Support Specialists, IT Support Services Leads, and IT Support Services Managers. This includes hiring, developing, advancing, and terminating staff.
  • Help document and improve processes used to provide IT support.
  • Interact with students, faculty, and administrative staff to gain an understanding of present use and future needs for infrastructure and classroom and meeting room technology in their environment.
  • Coordinate computer support activities with multiple user departments and internal teams, as well as third party vendors.
  • Manage and coordinate managed service and solution providers for the successful delivery of technology services in support of our operating business needs.
  • Establish and report on KPIs for technology support
  • Responsible for all printers, classroom technologies, desktops, laptops, monitors, the Microsoft 365 suite of products, Adobe products, etc., including, but not limited to: budgeting, achieving cost reductions, educating users, upgrades, patching, consumables, etc.

Qualifications

  • Bachelor’s degree in computer science, IT, or information systems, or equivalent experience.
  • At least 15 years’ up-through-the-ranks experience leading to the management of multiple team managers/supervisors and a staff of at least 30.
  • Hands-on experience with Desktop Support, Service Desk management, Application Support, Incident Management, Change Management, and Project Management
  • Demonstrated staff management, client management, and communication management skills including hiring, performance reviews, performance improvement programs, and terminations.
  • Understanding of Windows and/or MacOS systems.
  • Strong computing skills.
  • Is a natural problem solver and critical thinker.
  • Fluent in a variety of software, and systems.

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