Director, Technology Services

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Job Title: Director, Technology Services
Department: Technology Services
FLSA Status: Exempt
Reports to: Senior Director, Enterprise Systems & Technology Services
Work Schedule: 35 hours/week; 12 months/year
Union: N/A
Grade Level: 10
Salary Range: $91,400 - $118,700

General purpose: The Director of Technology Services leads and directs the provisioning of technology services and support for MICA students, faculty, and staff. Areas of responsibility includes personal computing devices and standards, management of technical staff, general and departmental equipment checkout, and campus-wide AV classroom support.  Excellent customer service, relationship management, staff leadership, and integration of services across multiple stakeholders are the primary responsibilities of this position. As a leader within Technology Services, will also work internally to promote partnership, transparency, and improved outcomes through working with all other technology areas.

Major Role Function:

• Tier 1 Technical Help Desk Operations

• Tier 2 Technical Support to include Academic Department Technicians

• Tier 3 Technical Development and Deployment of campus computing to include computer labs and classrooms

• AV Classroom Support, Personnel & Operation

• General equipment checkout operations

• Department-specific equipment checkout operations

Essential Duties & Responsibilities:

• Provides leadership and oversight for academic departments to include hardware and software.

• Budget planning and preparation for both operational and capital technology purchases across administration.

• Continuous improvement to include identifying issues, developing solutions and ensuring MICA’s computing needs are being met within accepted parameters.

• Proactive communication and planning with campus stakeholders and leadership

• Provide strategic and operational leadership to technology staff in user and systems related troubleshooting, installation, repair, and upgrade of all campus computers.

• Manage the scope of operations for department specific technicians in the support of specialized hardware and software.

• Establish customer service standards and best practices for the technical support process

• Lead planning and project activities related to the improvement of existing campus technologies.

• Elicit feedback and implement projects focused on improving the student’s technology experience.

• Implements QA processes to ensure the efficacy of the Software Development Life Cycle

• Perform other duties as assigned.

Knowledge, Skills, and Abilities

• Extensive knowledge of technical support services.

• Demonstrated ability to lead and manage professional and support staff; Ability to supervise, develop, and evaluate staff, and to foster a cooperative work environment

• Proven record of being able to plan, prioritize, meet deadlines and manage multiple projects.

• Strong oral and written communication skills and interpersonal skills

• Ability to collaborate and build positive working relationships with individuals at all levels within the college

• Adaptability and the ability to come up with solutions to complex problems on short notice.

• Able to communicate and work effectively with a diverse socio-economic population

• High level of organizational skills and proven record of proactive ability

• Understanding of standard business cycles of higher education institutions

• Able to multi-task and manage multiple deadline-driven tasks and projects

Minimum qualifications:

• Education: Bachelor’s degree, preferably in computer science, information systems, business, or related field.

• Experience: 3-5 years of management experience in technology service operations within higher education industry or non-profit environment.

• An understanding of technology systems, services, and equipment as they relate to the mission of the department and supported departments

Reporting to this position:

• 7-9 full time positions

• Multiple part-time and work-study students

Conditions of Employment:

• Satisfactory Background Check

• Unusual Circumstances related to the position: some regional travel required, serves in a 24X7 on-call capacity, works evenings and/or weekends as needed.

Physical demands and work environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands: While performing the duties of job, the employee is occasionally required to stand, walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. The employee must occasionally lift up to 75 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

• Work environment: The noise level in the work environment is usually moderate.

•  Required training: Handbook orientation, Anti-Harassment, Hazard Communication, Emergency Plans & Fire Prevention, Personal Protection Equipment.

Maryland Institute College of Art is committed to its policy of providing equal opportunity regardless of race, color, creed, national origin, religion, gender, sexual orientation, marital status, age, disability, or veteran status (disabled, Vietnam-era, or otherwise). Furthermore, the College does not tolerate any form of sex discrimination, including sexual harassment or sexual violence. This policy applies to all programs, facilities, and activities provided by Maryland Institute College of Art, including but not limited to admission, educational programs, and employment.

Applicants must apply online for each job in which they are interested. You will not be considered for any job for which you have not specifically applied. We do not accept applications via email, U.S. mail, or fax. Successful candidates for any staff or faculty positions will be subject to a pre-employment background check.

MICA provides reasonable accommodations to applicants with disabilities on a case-by-case basis. If you need a reasonable accommodation for any part of the application and hiring process, please contact Human Resources at 410-225-2363.