Director, IT Service & Support

Reports to (title): AVP for IT and Services; CIO/CISO

Department: Information Technology

Requisition Number: 24172

Position Type: Replacement

Starting Salary: Dependent on experience

Open Until Filled: Yes

Priority Review Date: 12/13/2023

Job Summary

The Director of User Service and Support position requires a versatile individual that directs and coordinates the activities of Salt Lake Community College (SLCC) technology staff engaged in service and support operations at all SLCC locations around the Salt Lake Valley. This includes directing the Help desk and Technology Training team, The Staff and Faculty computer support team, as well as the Academic Computing Lab Support group. This position is also responsible for planning IT communications to SLCC constituents. This individual is also responsible for managing the Information Technology change control processes and notifications. Through continual improvement efforts, this leader ensures a quality experience for SLCC staff, faculty, and students while using SLCC’s technologies.
*This position is at will.

Essential Responsibilities and Duties

Leadership and Management:

• Provides oversight of allocated resources, assets, and expenses.
• Develops and implements policies and procedures for the User Service and Support team.
• Prioritize and assign tasks associated to service and support processes.
• Work collaboratively across IT to ensure effective cross-functional communication and issue management.
• Remain current in changing and emerging technologies and industry practices, anticipating possible impacts and benefits to the institution. Then plan and implement integration into the existing environment as needed.
• Enhances professional growth and development through participation in continuing education courses, professional organizations, seminars, and workshops, reading current literature and maintaining professional contacts in the community.
• Responsible for developing and enforcing departmental change control policies.

Service and Support:

• Develop and maintain monitoring of IT systems to prevent and minimize outages.
• Manages and coordinates tiered support escalation processes with other IT leaders.
• Collaborates and contributes to a reference knowledge base.
• Monitors and manages SLA’s and metrics for IT.
• Monitors department budgets to provide direction for current and future technology expenditures.
• Negotiates contracts for the purchasing of hardware, software, and services.
• Ensure that end user computing systems are secure and compliant with relevant policies and regulations.

IT Communications:

• Responsible for disseminating IT service updates and productivity guidance to employees and students.
• Coordinate, write, edit, manage, and publish content for OIT websites.
• Collaborate closely with a variety of stakeholders, both internal and external, on all aspects of communication projects.
• Work with department colleagues and project managers to develop communication strategies for college projects.
• Collaborate with graphic designers to design and deliver both virtual and physical image content.

Audit and Process Improvement:

• Develops policies and documents procedures ensuring alignment with processes and objectives.
• Continuously expand knowledge of process improvement tools and techniques.
• Collaborates with IT teams to assist in designing audit procedures and monitoring solutions.
• Assists in providing training and guidance to process and control owners.
• Other duties as assigned; position will require some after-hours on-call duties.

Minimum Qualifications

• B.S. degree related to Information Systems, Computer Science, or related field.
• Minimum 10 years Information Technology experience with 5+ of those years managing technical teams.
• Prior experience managing a mid-to-large sized technology team.
• Experience with Information Technology Infrastructure Library (ITIL) best practices.
• Experience with enterprise desktop management tools like MECM, Intune, JAMF.
• Experience with the Microsoft 365 suite of tools.

Preferred Qualifications

• Experience with ServiceNow.
• Experience in a Higher Education environment.
• Extensive experience with Windows and Apple OS.

Knowledge, Skills & Abilities

• Extensive Experience with Information Technology Service Management (ITSM) concepts and Information Technology Information Library (ITIL) techniques and tools.
• Expert understanding of end user computing technologies (computers, laptops, tablets, phones, printers, etc.).
• Strong understanding of service desk systems (Incident, Problem, Request, Service Catalog, Call Center Phone Systems, etc.),
• Good understanding of servers, server operating systems (Windows, Linux, etc.), networking, and security systems and tools.
• Strong leadership skills.
• Excellent oral and written communication as well as presentation skills.
• Excellent analytical and problem-solving skills.
• Ability to communicate effectively with a broad range of diverse people, ability, culture, and ethnic background, to maintain good working relationships across the College.
• Ability to work with all groups in a diverse academic, socioeconomic, cultural, and ethnic background of community college students, faculty, and staff, including those with disabilities.

Special Instructions
* Full consideration will be given to applicants who apply on or before the priority review date indicated above.
* More information about Salt Lake Community College benefits: https://i.slcc.edu/culture/benefits/index.aspx

SLCC Highlights

Salt Lake Community College is Utah’s largest open-access college with the most diverse student body in the state. We proudly educate 45,000+ students pursuing degrees in 100+ programs across 8 areas of study, and Utah’s fastest growing industries and four-year baccalaureate programs consistently welcome SLCC graduates. Every SLCC employee has a hand in transforming students’ lives to strengthen its surrounding communities. SLCC employees work at 11 locations across the valley and capital city of Salt Lake with easy access to the beautiful Wasatch Mountains, world-class outdoor recreation, sporting events, museums, history, and arts and entertainment.

Salt Lake Community College seeks and values contributions from each community member and welcomes new and diverse perspectives. A respectful work environment is its top priority; academic excellence and lasting transformation come about when diverse voices can speak and collaborate freely. As an emerging Hispanic Serving Institution, SLCC leads the state with the highest enrollment of students from the Latinx/a/o community. SLCC is committed to serving diverse students and being a model for inclusive and transformative education.

FLSA: Exempt

SLCC Information

Salt Lake Community College (SLCC) is fully committed to policies of equal employment and nondiscrimination. The College does not discriminate on the basis of race, color, national origin, age, sex, sexual orientation, gender identity, genetic information, disability, religion, protected veteran status, expression of political or personal beliefs outside of the workplace, or any other status protected under applicable federal, state, or local law.

SLCC is a participating employer with Utah Retirement Systems (“URS”). In addition to URS, SLCC offers several other retirement account options.

This position may require the successful completion of a criminal background check.