Director of IT

Director, Information Technology Support

Success starts at Community College of Philadelphia. Innovators and difference makers work at Community College of Philadelphia. Diversity thrives at Community College of Philadelphia. We are a college that is committed to promoting a work environment that attracts and retains talented and diverse faculty and staff. We challenge each other and ourselves to achieve at the highest level while contributing to the mission of the College and the betterment of Philadelphia. We value and support an intellectually dynamic community to prepare our students for global citizenship. Join us and become a part of a community that has long been and will continue to be generators of generational chance in this city and beyond.

Community College of Philadelphia is an open-admission, associate-degree-granting institution which provides access to higher education for all who may benefit. Its programs of study in the liberal arts and sciences, career technologies, and basic academic skills provide a coherent foundation for college transfer, employment and lifelong learning. The College serves Philadelphia by preparing its students to be informed and concerned citizens, active participants in the cultural life of the city, and enabled to meet the changing needs of business, industry and the professions. To help address broad economic, cultural and political concerns in the city and beyond, the College draws together students from a wide range of ages and backgrounds and seeks to provide the programs and support they need to achieve their goals.

Position Summary

The Director, Information Technology Support, provides strategic and operational leadership for the planning, delivery, and continuous improvement of the College's technology infrastructure, support services, telecommunications and enterprise technology operations. In partnership with the Associate Vice President of Information Technology Services and other College leaders, the Director advances institutional goals through effective technology planning, cybersecurity governance, compliance, business continuity, vendor management and the implementation of innovative technology services and solutions. The Director leads and develops technical support staff, manages operational and capital resources, and promotes culture of collaboration, accountability, and exceptional customer service. By aligning technology services with the College's academic and administrative priorities, the Director ensures secure, reliable, and cost effective technology solutions that support student success, employee productivity, institutional effectiveness.

Essential Responsibilities

• Responsible for providing day-to-day planning, management, and administration of the College's Information Technology Support solutions; this includes research and development of proposed campus solutions, technical delivery, contract compliance, and effective resource management.
• Monitor and support institutional cybersecurity initiatives including risk management, vulnerability remediation, endpoint protection, access management, security awareness training, incident response and business continuity coordination efforts, and compliance with applicable regulatory requirements.
• Provide strategic oversight of cloud-based technologies, enterprise applications, collaboration platforms, and software-as-a-service solutions to ensure security, reliability, scalability, and operational effectiveness.
• Establish, monitor, and continuously improve IT service management processes, service level objectives, operational metrics, and customer experience initiatives utilizing industry best practices.
• Collaborate with institutional leadership to support compliance with applicable federal, state, and industry requirements including FERPA, GLBA, ADA accessibility standards, cybersecurity regulations, and College policies.
• Develop and monitor key performance indicators, operational dashboards, and service metrics to measure effectiveness, identify trends, and support informed decision-making.
• Evaluate emerging technologies including artificial intelligence, automation, analytics, and digital service innovations for their potential to improve institutional effectiveness, enhance IT services, and reduce operational costs.
• In collaboration with the AVP of ITS, and College management, develop and review all RFPs for the procurement of hardware and software for technology initiatives College-wide; assist in implementing the initiatives contained in the Technology Plan specific to the Technical Support Services area to enhance institutional effectiveness and cost efficiencies.
• In collaboration with the AVP of ITS assists in developing and administering ITS division processes and procedures, and disaster recovery and business continuity plans.
• Provide leadership, coordination, planning, and integrative management of the College-wide voice and data communications systems, telecommunications administration and support, and network/database administration; ensure that the voice and data infrastructure meets reliability and availability standards as stated in the College's Technology Plan.
• In collaboration with the AVP of ITS, review, recommend, and implement policies, standards, and guidelines within the area of responsibility including classroom technology delivery and support.
• In collaboration with the AVP of ITS, develop, review and monitor contracts, consultants and relationships with Technical Support Services related vendors within the ITS division.
• Manage projects assigned by AVP of ITS by providing advice, guidance and problem-solving; coordinate with division managers, and direct and monitor the work of project teams to ensure project deliverables and timelines are met.
• Direct operations for Technical Support Services by executing production tasks according to a documented schedule that meets or exceeds customer expectations.
• Convey technology options and solution recommendations to AVP of ITS in support of ITS planning and development.
• In collaboration with the AVP of ITS and the Director of ERP, develop customer service initiatives based upon analysis of end user feedback data. Make recommendations for continuous improvement.
• In collaboration with the AVP of ITS, develop and manage operating and capital budget related to Technical Support services to support goals, functions, programs, and services.
• Coordinate with the College purchasing department on technology procurements; oversee lease replacement and maintenance schedules for asset management; monitor contracts, consultants, and relationships with vendors as related to Technical Support services.
• Provide strategic leadership, coaching, mentoring, accountability, and professional development opportunities for assigned staff while fostering a culture of innovation, collaboration, customer service excellence, continuous improvement, and operational effectiveness.
• In collaboration with the AVP of ITS, participate in the selection, evaluation and discipline of subordinate staff; establish and assign staff workload and projects, develop and monitor performance standards, conduct training and evaluate performance.
• In collaboration with the AVP of ITS, monitor new technologies and assess their potential for solving College-wide initiatives and/or delivery of new services.
• Deliver quality customer services to both internal and external constituents in a professional, helpful, and courteous manner.
• Participate in college-wide committees as directed by the AVP of ITS.
• Other duties as assigned.

Required Qualifications

• Bachelor's degree required in Information Technology, Computer Science, Management Information Systems, Business Administration, or related field. Master's degree preferred.
• Minimum seven (7) years of progressively responsible information technology leadership experience.
• Minimum five (5) years of supervisory or management experience leading technical teams.
• Experience in higher education, public sector, or similarly complex organizations preferred.
• Experience managing enterprise infrastructure, cloud technologies, cybersecurity programs, technology support, ITSM services, and vendor relationships preferred.
• Demonstrated knowledge and experience in creating and monitoring formal project plans required.
• Required skills and certifications: Microsoft 365 Administrator Expert, CCNA or equivalent
• The ability to meet deadlines and manage multiple and changing priorities in a fast-paced environment is required.
• Demonstrated ability to exercise good judgment in evaluating situations and making assessments for required decisions.
• Strong orientation to planning, customer service, assertive decision-making, and reconciling conflicting needs is required.
• Excellent oral and written communication skills and the ability to manage a full scope of services in a unionized environment are required.
• Demonstrated experience in dealing with issues that affect operations, policy, funding, and budgets in a mid-to-large organization is required.
• Demonstrated ability to analyze, design, test, implement, and document complex solutions for assigned clients and/or systems is required.
• Ability to maintain sensitivity, understanding, and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, ideological, and ethnic backgrounds is required.

Preferred Qualifications

Relevant professional certifications in cybersecurity, governance, project management, IT service management, collaboration technologies, cloud communications, infrastructure, networking, and enterprise architecture are highly preferred. Examples include CISSP, CISM, CGEIT, CRISC, PMP, CAPM, Agile, ITIL, Microsoft Teams Administrator, Azure Solutions Architect Expert, and CCNP Enterprise.