Director of Technology Support Services

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Position Details

Position Information Position Title Director of Technology Support Services Position Number 00094376 Position Type Regular Full-Time Hiring Location Owens Campus-Georgetown, DE Contact Phone Number View phone number on us.fitly.work Contact Email Address View email address on us.fitly.work Work Location Office of the President-Dover, DE Position Specific Details An incumbent in this position assists the vice president for information technology in strategic planning for the Information Technology Division and is responsible for ensuring a customer-focused approach to delivering information technology for the College. An incumbent provides overall tactical and operational leadership for the Technology Support Services (TSS) Department, directs the strategic design, acquisition, management, and implementation of technology tools of the College, maintains technology standards for the organization, and manages the activities necessary to keep the technology support operation running seamlessly, efficiently, and effectively while ensuring compliance with established standards and policies. The position oversees the operations of the Technology Support Services department. Individuals who are offered full-time employment with the College in this position may be eligible for a $3,000 market-driven hiring stipend. Salary $94,490 Classification Information Classification Title Director of Technology Support Services Job Code 5085 (FT), 5585 (PT) FLSA Exempt Position Pay Grade B/C 24 Position Type Full-Time Summary Statement An incumbent in this position assists the vice president for information technology in strategic planning for the Information Technology Division and is responsible for ensuring a customer-focused approach to delivering information technology for the College. An incumbent provides overall tactical and operational leadership for the Technology Support Services (TSS) Department, directs the strategic design, acquisition, management, and implementation of technology tools of the College, maintains technology standards for the organization, and manages the activities necessary to keep the technology support operation running seamlessly, efficiently, and effectively while ensuring compliance with established standards and policies. The position oversees the operations of the Technology Support Services department. Nature and Scope An incumbent in this class reports directly to the vice president for information technology and supervises technology staff at multiple campus locations. Principal Accountabilities An incumbent may perform any combination of the below listed accountabilities: 1. Collaborates with the vice president for information technology in strategic planning for the information technology division. 2. Directs the administration of first-line technical support service for the College, including supervising managers of technology support. 3. Participates in senior technology management discussion and direction setting to align policies and systems with the College objectives. 4. Provides recommendations regarding technology needs and direction to the vice president for information technology. 5. Prepares, submits and executes the departmental budget for all four campuses and the Office of the President. 6. Maintains and regularly updates desktop and mobile technology standards. 7. Oversees hardware inventory/asset tracking, equipment disposal, and software licensing compliance. 8. Responsible for developing and supporting Technical Support Service staff training and professional development, coaching managers and technical staff in order to achieve high performance, and measuring Technology Support Services performance. 9. Provides excellent customer service to students, faculty, and staff by addressing their IT-related needs and concerns. Sets performance standards to meet service goals of the College. 10. Meets regularly with College division and department heads, team members, students, faculty and staff to solicit collaboration, plan initiatives, meet customer requirements, communicate new features and resolve problems. 11. Monitors programs and procedures to ensure on-time delivery and customer satisfaction. 12. Maintains in-depth working knowledge of the College's systems and processes. 13. Assists in the development and completion of organizational goals, policies, processes and procedures for all team members. 14. Performs other related duties as required. Knowledge Skills and Abilities Knowledge of industry trends in technology. Knowledge of the theory, components, and configuration of a variety of LANs and WANs. Knowledge of the methods used in short- and long-term planning. Knowledge of the methods and procedures used in providing instruction. Knowledge of the methods used to acquire licensing agreements Knowledge of the techniques used in performing systems analysis. Knowledge of the theory, components, and configuration of computers. Knowledge of programming languages, including the latest generation. Technical knowledge of hardware, software compliance and deployment practices Knowledge of specific security and data protection policies (FERPA, HIPAA, PII, etc.) Knowledge of state procurement law and regulation. Knowledge of various network hardware, topologies, and protocols, Knowledge of the concepts, components, and techniques of computer network encryption and security. Skill in diagnosing hardware, software and network problems, and in executing appropriate actions to correct these problems. Skill in writing clear, concise, and informative reports. Ability to make prudent recommendations regarding the lease or purchase of computer hardware and software. Ability to communicate effectively in technical or layman's terminology with management, system users, and vendors. Ability to communicate with diverse populations in a multicultural environment. Minimum Qualifications Associate degree in a relevant field such as Computer Science, Information Systems or related field. 6 years of experience providing customer service and technical support, preferably in a higher education environment with experience managing professional staff; or other equivalent combination of education and experience. Rev. 09/13/2025

Posting Details

Posting Details Posting Number REG3997PO Number of Vacancies 1 Desired Start Date Position End Date (if temporary) Open Date 09/28/2025 Close Date Open Until Filled Yes Special Applicant Instructions

Supplemental Questions

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Required Documents

Required Documents

• Resume

• Cover Letter/Letter of Application

Optional Documents

• Teaching Philosophy

• Writing Sample

• Curriculum Vitae

• Unofficial Transcripts

• Other Document

• Multi Media

• First Letter of Reference