Associate Director of Technology Support Services

Essential Job Functions

• May assume the Director of Technology Client Services (TCS) responsibilities (or those responsibilities as directed) during the director''s absence.
• Design and maintain endpoint architecture and modern management practices, including automated provisioning, configuration profiles, patching, remote support tools, and compliance.
• Mentor and develop Technical Support staff, establish performance metrics (KPIs), conduct evaluations, and identify professional development opportunities to ensure a high standard of customer service.
• Manage all daily operations and responsibilities for assigned Technical Support Specialist staff and support the Director in overseeing broader Technical Support Services functions.
• Act as a resource and trainer on topics such as management systems and policies, configuration of application installers and deployments, and PowerShell scripting.
• Develop technical policies and procedures for supporting client-based services on all supported computing device platforms for both on-prem and cloud-based systems.
• Oversee installation of desktop applications and resolve technology adaptation issues, including new software, patches, and updates for desktop computers, printers, software, peripherals, etc.
• Assess the need for and implement any system re-configuration (minor or significant) based on IT incident and service request trends.
• Partner with Information Security to ensure all endpoints meet institutional risk requirements and coordinate actions and communication in response to security related incidents.
• Conduct research on emerging products, services, protocols, and standards in support of client services technology procurement and development efforts; make recommendations as appropriate.
• Advise the director on project and responsibility assignments, organizational changes, vendor management, and purchases.
• Recommend end user training programs to increase computer literacy and self-sufficiency.
• Develop Knowledgebase articles and provide input to end user documentation.
• Serve on college committees associated with IT-related projects.
• Create reports, collect, and organize data on hardware and software assets, software deployment and licensing, and Technical Support Services ticketing.
• Perform other duties as assigned.

Minimum Requirements

• Bachelor's degree in Computer Science and 5 years of related work experience; OR an equivalent combination of related work experience and education.
• Excellent technical knowledge of network and PC hardware.
• Prospective new hires will successfully complete a post offer, pre-employment criminal background check with fingerprinting. The background check review includes, but is not limited to, exclusionary offenses per the Illinois School Code and Title IV of the Higher Education Act.
• Hands-on hardware troubleshooting experience: ability to operate tools, components, and peripheral accessories.
• Working technical knowledge of current network protocols, operating systems, and standards, including Windows, Mac and/or Linux.
• Advanced ability in end point management architecture and tools.
• Ability to read and understand technical manuals, procedural documentation, and OEM guides.
• Strong customer service orientation.
• Proven analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Highly self-motivated and directed with keen attention to detail.
• Managerial skills with an emphasis on team building.
• In an effort to comply with SURS return-to-work restrictions for employers (40 ILCS 5/15-139.5), candidates for employment at Parkland College must either not be a SURS annuitant or must be willing to suspend his/her SURS annuity upon employment. This applies to all SURS annuitants except those receiving their annuity under either the Self-Managed Plan (SMP) or by lump sum payment.