The Director of IT Customer Services Operations is responsible for providing vision, leadership, and operational oversight in developing and maintaining a comprehensive program of end users support, classrooms, instructional technology, media/AV technology, cable TV and streaming services. The Director builds, manages, and leads a high-performing team of professionals to enable the development, delivery, and continuous improvement of a full suite of services to the user community. These includes help desk function, desktop support services, user training, media/AV, cable TV and streaming services, outreach, communications, and other vital services for users of technology. In support of this goal, the Director will promote outreach, engagement, effective communication and dialog, and service excellence.
The Director works in a highly collaborative manner with various constituencies throughout the college and branch campuses and with colleagues in Information Technology Services to identify needs for infrastructure, training, services, and support, and to align those behind current and future technologies. The goal is to ensure a highly engaged and strategic posture that is proactive, and dedicated to continuous quality improvement. The Director will create a culture of evidence – including data-driven assessment and planning – concerning the delivery and continuous improvement of services.
Essential Duties and Responsibilities: • Departmental management, budgeting, planning and staff supervision • Establishment of User Support Service as a high-performance team with an initial-point-of-contact and improving user’s satisfactions by proving quality services and solving users issues by the front line help desk support staff. • Continuous assessment of the need / opportunity for new technologies to improve the environment for our users, and working collaboratively with colleagues to develop corresponding recommendations and plans. • Responsible and oversees inspection, repair, upgrade, and maintenance of classrooms technology, multimedia, cable TV & studio, video conferencing, streaming and instructional technology capacity so that it provides faculty and administration with state-of-the-art image and delivery.
• Provide support for implementation of technologies, systems, and information resources that promote excellence in both place-based as well as virtual / web-based service. • Development of service level agreements (SLAs), performance standards, and policies; management of outcomes to ensure consistent compliance with these rubrics. • Coordination and provision of service excellence for the Tier 1 / Tier 2 / Tier 3 triage, root-cause analysis, escalation, and incident resolution cycle. • Driving of innovative and creative solutions to business, process, and technical challenges • Ensuring that all aspects of the user experience with technology at the Mercer County Community College is characterized by excellence. • Participates with peers to analysis and determine the protocols, policies, and procedures that impact instructional and blend with administrative services. • Manages user-support operations, ensuring all calls with questions and problems associated with use of basic-to-advanced media and instructional technology services. • Defines academic technology needs by working and collaborating with faculty and administration. Defines and integrates the systems, administrative and course-specific applications and networks for data sharing and access. • Establishes goals and schedules for projects, collaborate with supervisor for budgets and resources. Work closely with end-users for the requirements gathering, planning, standard operating procedures to improve services and support. • Evaluates emerging technologies that could enhance quality and scope of services. Participates and leads meetings, presentations, and staff development/conferences to assure up-to-date skills and knowledge of trends among staff. • Performs other duties as assigned that support the overall objective of the position
• Master degree in the field of computer science, information sciences, or 7 years’ experience in related field.
Education and/or Experience • Minimum of 10 years of professional experience in information technology, with broad experience across a number of areas (e.g. IT support services, management systems, strong knowledge of networking, systems, Multimedia, AV, streaming/communication technology and desktop computing) and with advanced and current technological experience in at least one of these areas preferred • Proven success as a leader and change agent • Substantive leadership, management, and supervisory experience with proven results • Energetic and self-initiated individual with strong desire to succeed and excel • Excellent collaborator, communicator, team-builder, and leader • Capable of working in a fast-paced /dynamic environment and of managing multiple priorities simultaneously • Commitment to excellent customer service, including a user-centric service ethic • Previous professional experience in a higher education environment is strongly preferred, including significant experience working with faculty and students • Significant professional experience and knowledge in a production environment with a majority of the following technologies is expected: o Personal computer systems (Macintosh and Windows) o Personal productivity software (i.e. MS Office Suite, internet browsers, email and calendaring systems, SharePoint, and similar products and services) o Networking technologies (i.e. Ethernet, Wi-Fi / commercial broadband, etc.) o Instructional support technologies (classroom and media tools, projectors, computing lab tools and systems, and similar elements) o User support practices and incident tracking systems o User training programs and services
Internal Number: S-0163-2020
About Mercer County Community College
"As a community college faculty, we believe that...our students deserve a high-quality education that challenges them to acquire new knowledge and skills, test their accustomed ideas, and achieve competitive excellence. All of our students, regardless of where they find themselves when they come to us, deserve a caring, creative, and engaged pedagogy that helps them achieve their goals, and which cultivates lifelong learning and a passion to understand themselves and the world. We believe that we must create a college community that engages students in civic life and prepares them to fully participate in our democracy. We are responsible and accountable for giving our students? work our respect and critical evaluation, for holding students to the highest ethical standards, and for providing effective feedback that encourages our students to grow.
MCCC is an equal opportunity employer.
Under the “New Jersey First Act”, effective September 1, 2011 newly hired Mercer employees may be required to live in New Jersey or to move to the state within one year of taking a position. Failure to comply with this residency requirement shall render the person unqualified to continue emplo...yment in their position.
In compliance with Title IX requirements, Mercer County Community College does not discriminate on the basis of sex in its education programs and activities.
TITLE IX COORDINATOR
The college’s Title IX Coordinator oversees compliance with all aspects of the sex/gender harassment, discrimination and misconduct policy. Questions and complaints regarding Title IX may be directed to the Title IX Coordinator or the Office of Civil Rights at the following locations and or contact information.
Elizabeth Mizerek, MSN, RN, FN-CSA, CNE, CEN, CPEN, FAEN
Interim Title IX Coordinator
Mercer County Community College
1200 Old Trenton Rd. - MS 125
West Windsor, NJ 08550
Phone: (609) 570-3526 Email: firstname.lastname@example.org
Individuals experiencing harassment or discrimination also always have the right to file a formal grievance with the government authorities:
Office for Civil Rights
U.S. Department of Education
32 Old Slip, 26th Floor
New York, NY 10005-2500
Telephone: (646) 428-3800
Facsimile: (646) 428-3843