Director of End User Support
Rowan-Cabarrus Community College

Job Info

---

Posting Number::

Regular_0091424

Position Title::

Director of End User Support

Classification Title:

Director I

Min Salary:

$62,988.68

Salary Type:

Annual

FLSA:

E = Exempt

Position Type::

Staff

Position Summary::

Rowan-Cabarrus Community College is looking for a Director of End User Support. This position is responsible for overseeing the efficient operation of the IT Helpdesk and supervising the IT technicians. This position plays a crucial role in providing technical support to faculty, staff, and students within the college community. The Director ensures the delivery of high-quality customer service and technical assistance, contributing to the seamless functioning of technology resources across the institution.

The Director of End User Support plays a pivotal role in ensuring the smooth functioning of technology resources and enhancing the overall user experience at Rowan-Cabarrus Community College. This position offers an exciting opportunity for a dynamic IT leader to contribute to the success of a vibrant educational institution.

Required Education/Experience::

• Associate degree in information technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT support roles, with at least 2 years in a supervisory or managerial capacity.
• Strong knowledge of helpdesk operations, ticketing systems, and IT service management (ITSM) frameworks such as ITIL.

Preferred Education/Experience/Skills::

• Bachelor's or master's degree in information technology, Computer Science, or a related field.
• Relevant certifications (e.g., CompTIA A+, ITIL Foundation, HDI Support Center Director) are desirable.

Other Knowledge, Skills and Abilities::

• Proven track record of successfully leading teams and delivering high-quality technical support services in a medium to large organizational setting.
• Excellent communication and interpersonal skills, with the ability to interact effectively with diverse stakeholders at all levels of the organization.
• Demonstrated analytical and problem-solving abilities, with a focus on driving process improvements and optimizing resource utilization.

Department::

Infrastructure & Computing Services

Work Hours::

Directors within Information Services at Rowan-Cabarrus Community College typically adhere to standard business hours from 8:00 am to 5:00 pm, Monday through Friday. These hours ensure consistent availability during core operational times for the college community.Based at the North Campus in Salisbury, NC, this position will require weekly on-campus attendance to facilitate in-person collaboration, meetings, and support activities. Full-time on-campus presence may be necessary during designated reporting periods or blackout maintenance times to oversee critical operations, address emergent issues, and ensure seamless continuity of IT services.Flexibility may be required to accommodate occasional evening or weekend work, especially during major system upgrades, implementations, or in response to urgent technical incidents. However, efforts are made to balance these demands with appropriate scheduling and advance notice to support work-life balance for employees.

Posting Date::

04/01/2024

Open Until Filled:

Yes

Duty and Responsibility::

• Supervise and lead the IT Helpdesk team, including hiring, training, and performance management of staff members.

Duty and Responsibility::

• Develop and implement standard operating procedures (SOPs) for IT support services, ensuring consistency and efficiency in resolving technical issues.

Duty and Responsibility::

• Collaborate with other IT departments to coordinate support efforts and implement integrated solutions for end users.

Duty and Responsibility::

• Evaluate and recommend improvements to existing support systems and technologies to enhance end user experience and streamline operations.

Duty and Responsibility::

• Monitor service levels and metrics to assess the effectiveness of support services and identify areas for improvement.

Duty and Responsibility::

• Serve as a point of escalation for complex technical issues, providing guidance and expertise to resolve challenges in a timely manner.

Duty and Responsibility::

• Stay current with emerging technologies and industry best practices in end user support, incorporating relevant advancements into operational strategies.

Duty and Responsibility::

• Foster a culture of continuous learning and professional development within the End User Support team, promoting skill enhancement and career growth opportunities.

Duty and Responsibility::

• Maintain effective communication channels with stakeholders to understand their needs and expectations, ensuring alignment of support services with institutional goals.

Duty and Responsibility::

• Uphold compliance with relevant policies, procedures, and regulations governing IT operations and data security.

This job has expired.