Director of Technology Support

Apply now Job Number: 492556
Department: Information Technology Services
Position Type: Staff Full-time
Categories: Information Technology Service

Benefits Eligible: Yes
Pay Classification: Exempt (Salaried)
Position FTE: 1.0
Pay Grade: Exempt - Grade 15

Position Overview:

The Director of Technology Support is a critical member of the Chief Technology Officer's (CTO) Leadership Team with responsibility for delivering exceptional technology support to Carleton’s faculty, staff and students. The Director will provide supervision and mentorship for the TSG team, will oversee current service methods, and will lead the development of strategic adjustments in service delivery and management. The Director will work in partnership with others in ITS as we provide the current and future technology services required to meet the College’s institutional mission.

Carleton was founded in 1866 – by educators who understood that human knowledge is the real frontier – and has a long tradition of innovative undergraduate teaching. That long tradition has intertwined with numerous grants and initiatives that have focused on civic engagement, quantitative reasoning, student reflection, digital humanities, and developing an inclusive learning community that values our diverse experiences and ways of thinking.

Information Technology Services (ITS) is a department of 40 staff members in six areas: Academic Technology, Enterprise Information Services, Information Security, Systems & Infrastructure, Web Services and Technology Support (TSG).

Essential Job Functions - Responsibilities: 

Partnership:

  • Work closely with the CTO, ITS Leadership Team, the Technology Support Team and a wide range of campus partners to understand Carleton’s institutional mission and to develop operational and strategic directions in support of those goals.
  • Maintain an on-going understanding of faculty and staff needs, interests and aspirations. Evaluate individual interactions to determine patterns and emerging needs.
  • Work closely with every service area in ITS in order to provide a unified approach to supporting the broad range of faculty, staff and student uses of technology. Bring a particular focus on how to communicate effectively and consistently with our campus.
    Management & Leadership
  • Provide supervision and mentorship of the Technology Support Team, which is responsible for the Helpdesk, knowledge base, public labs, faculty and staff hardware and software, computer repair, classroom technology, and event support. Cultivate a team-based and mission-driven environment based on trust, open communication, creative thinking, and cohesive team effort.
  • Manage a broad porfolio of projects. Cultivate ideas and translate those needs into project requirements and implementation plans. Provide regular project updates to clients, the CTO, and other collaborators.
  • Manage the budget and purchasing process for the replacement of desktop and laptop computers and associated software used by faculty, staff, and public labs as well as the replacement and modernization of classroom and event technology.

Expertise:

  • Provide expertise in a broad array of current and emerging technologies, including providing troubleshooting guidance to team members or cross-functional groups.
  • Serve as the Communications Lead on most technology outages (“incidents”). Assist with writing, editing, and maintaining documentation for the knowledgebase, for training to support new initiatives and for announcements of upcoming changes.
  • Provide direct support to faculty, staff, and students – as needed to back up team members – with an approach that strengthens their ability to make effective use of relevant technologies.
  • Maintain an active professional portfolio, including conference attendance and presentations and ongoing professional development.
  • Stay abreast of emerging technologies that have potential impact on the effective delivery of appropriate services needed to support an elite liberal arts institution.

Outreach:

  • Represent ITS on relevant governance groups, including the Coordinated Support group (CARS) and the New Technology Request Committee (NTRC) – and lead task forces as needed.
  • Serve as the primary liaison to regional and national organizations and listservs with a focus on technology support.

Supervision Received and Exercised:

This position reports to the Chief Technology Officer and is a critical member of her/his leadership team. The Director of TSG supervises a team of 8 staff and roughly 40 student workers.

NOTE: This job description is not intended to be all inclusive. Employee may perform other related duties to meet evolving and ongoing needs of the department and organization.

Required Qualifications:

  • Bachelor’s Degree or equivalent.
  • Strong service orientation.
  • Excellent judgement in complex situations.
  • Excellent oral and written communication skills.
  • Excellent interpersonal skills and flexibility in working with faculty, staff, and students.
  • Curiosity and technical skills sufficient to lead problem investigations.
  • Demonstrated ability to work as part of a team and to inspire others.
  • Ability to collaborate effectively in an environment committed to equity, diversity, and inclusion.

Preferred Qualifications:

  • Five or more years of experience supervising professional staff.
  • Master’s degree or demonstrated commitment to ongoing professional development.
  • Five or more years of experience in end user technology support.
  • Solid experience and understanding of the current technology ecosystem.
  • Experience with project management and change management.
  • Experience in higher education.

Special Instructions to Applicants:

As per the Carleton Upward Mobility Program, priority consideration for internal applications will be given to those who apply by the close of business Wednesday, October 27, 2021. Pending the review of those internal applications, external applications will be considered at that time. External applications are welcome at any time.

Salary and Benefits:

This is a exempt level position. The selected finalist’s salary will be based on the candidate’s qualifications, internal pay structure, and our overall compensation package. Carleton offers a generous benefits package, including comprehensive medical, dental, and vision insurance, 403(b) retirement plans with a 10% employer contribution with immediate vesting, a health savings account with college contribution, a generous paid time off, as well as access to many other campus amenities.

Carleton College is an AA/EEO employer. We are committed to developing our staff to better reflect the diversity of our student body and American society. Members of underrepresented groups are strongly encouraged to apply.

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