The Director of Support provides strategic leadership and oversight of the College’s IT user support functions across campuses and learning centers. This position is responsible for directing the planning, delivery, and continuous improvement of user support services to ensure reliable, consistent, and effective access to user-facing technology for students and employees. The Director establishes service delivery standards, performance expectations, and operational frameworks that support efficient and consistent IT support services. As a member of the IT leadership team, this role contributes to the development and execution of college-wide IT strategy and ensures alignment of user support services with institutional priorities. The work schedule for this position is flexible and may include working evenings and weekends and local travel. Duties & Responsibilities Directs the activities of IT staff and supervisors and managers responsible for the operations of the User Support unit, including planning, implementing, administering, and evaluating technical support services and projects impacting user-facing technology across the College. Provides strategic leadership for IT user support services, establishing service delivery models, priorities, and operational direction to ensure effective and consistent technical support across campuses and locations. Participates as a member of the IT leadership team, contributing to the development and execution of college-wide IT strategy, policies, and initiatives related to user support services. Oversees supervisors and managers, including setting priorities, aligning resources, conducting performance evaluations, ensuring staff development, and making hiring, termination, and disciplinary recommendations. Establishes, monitors, evaluates, and improves processes, procedures, and service delivery standards to ensure alignment with the College’s mission, IT goals, and best practices in technology support services. Monitors and manages financial resources for IT user support, including aligning expenditures with operational priorities and approved budgets. Provides guidance and consultation to College leadership, departments, and external partners regarding IT user support services, service delivery, and technology-related operational needs. Establishes and monitors service performance metrics, including service levels and response times, and implements improvements to ensure reliable, timely, and effective delivery of IT user support services. Directs and oversees the collection and analysis of technical and service-related data within IT user support, and the preparation of reports, communications, and recommendations that inform decision-making related to employees, programs, and service providers or vendors. Identifies risks, service gaps, and operational challenges within IT user support services and implements strategies to improve service reliability, accessibility, and consistency across all campuses. Provides strategic oversight of a multi-tiered IT user support structure, ensuring alignment and consistency of technical support services across all support levels and locations. Performs all other duties and responsibilities as assigned or directed by the supervisor Job Requirements/ Qualifications Bachelor’s degree in Information Technology or a closely related field of study and. Five to eight years of related IT support experience and. Three plus years of supervisoryor An equivalent combination of certification, education and experience sufficient to successfully perform the essential duties of the job such as those listed above. Preferred:Master’s degree in Computer Science or a closely related field of study. Eight plus years of related experience Knowledge, Skills and Abilities Knowledge of applicable hardware, software, and peripheral equipment relevant to the assignment. Knowledge of business management and fiscal practices. Knowledge of internal and external customer service principles and practices. Knowledge of administrative procedures and practices. Skill in budget/resource management. Skill in coordinating and monitoring the work of others. Skill in people leadership and supervision. Skill in organization, coordination, and management. Skill in analyzing data and drawing conclusions. Skill in project management principles, processes, and techniques. Skill in effective communication (both written and oral)Skill in independent decision making. Skill in problem solving. Skill in program development and process improvement. Skill in positive, productive, and flexible customer service. Ability to adapt and maintain professional composure in emergent and crisis situations. Ability to develop and maintain effective and positive working relationships. Ability to apply analytical and critical thinking skills as well as draw conclusions and prepare accurate reports of results. Ability to adapt to a rapidly changing technical environment. Ability to apply analytical and critical thinking skills with the ability to draw conclusions and prepare accurate reports of results. Physical Requirements:Environment: Work is performed primarily in a standard office environment with staff contact and frequent interruptions. Physical: Primary functions require sufficient physical ability and mobility to work in an standard office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull moderate (up to 50 pounds) amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; may be required to travel to other locations using various modes of private and commercial transportation; and to verbally communicate to exchange information. Vision: Ability to see in the normal visual range with or without correction. Hearing: Ability to hear in the normal audio range with or without correction.