00001744 - Director of IT Service Management and Endpoint Solutions

Reporting to the Chief Information Officer, the Director of IT Service Management and Endpoint Solutions provides leadership for the IT Service Management and Endpoint Solutions Department, a department within the Division of Information Technology. This position is responsible for driving the optimization and advancement of technology support resources, overseeing the end user computing experience, and promoting broader understanding of information technology at Grand Rapids Community College. Responsibilities include the ongoing development and management of the College’s Information Technology Support Desk, Desktop Support, Endpoint Management and IT Service Management teams while ensuring high-quality customer service, driving continuous improvement, and elevating the overall customer experience within Information Technology Support. This position manages the IT Service Management and Endpoint Solutions budget which includes staff, student employees, and professional development. As part of the IT Leadership Team, the Director must effectively communicate and collaborate with leadership, faculty, and staff across the College to support strong partnerships between IT and the campus community. The Director represents the Division of Information Technology on College committees and working groups, ensuring that IT is positioned to meet the current and future needs of GRCC. 

Requisition ID:
Position Number: 00001744
Employee Group:   Professional, Management and Administration
Schedule: 40 hours/52 weeks
Compensation:
Benefits: Full-time Part-time Limited Benefits
Reports to:
Posting Opens:
Posting Closes: 

ESSENTIAL FUNCTIONS

• Drive the strategy and vision for the end user experience and engagement with GRCC’s endpoints and IT services

• Focus on customer experience optimization by identifying and implementing projects that improve efficiency, processes, policies, and standards within the Customer Support team

• Lead projects ensuring successful execution and delivery of IT initiatives

• Manage the Customer Support budget and optimize resource utilization to meet customer satisfaction goals within budget targets

• Lead team recruitment, hiring, supervision, scheduling, development, and performance evaluations

• Proactively identify upcoming changes in technology and conduct thorough research to understand the implications to the College

• Foster a culture of continuous learning and knowledge sharing within the IT Customer Support teams

• Develop and maintain strong partnerships with key stakeholders across the College, including senior leadership, academic departments, and other IT teams

• Oversee Endpoint Management team, providing leadership and direction in deploying, managing, and securing endpoint devices across the college’s network, collaborating with IT Security to ensure robust security measures are in place

• Provide oversight to the IT Service Management team, focusing on the maturity and growth of the service management platform, IT business process management, and the ability to coordinate the implementation of new processes 

• Oversee the Desktop and Support Desk teams, ensuring exceptional technical support is delivered to end-users on hardware and software issues

• Identify and implement access-related processes to enhance account security and minimize unauthorized access risks

• Design and implement standardized protocols and procedures for IT Support, ensuring consistency in service delivery and adherence to best practices

• Solicit feedback from campus end users to enhance support processes and the end user experience, provide related reports

• Develop and maintain departmental IT procedures and contribute to IT Division and GRCC policies

• Contribute to and provide leadership in the creation and review of the Division of Information Technology service catalog, goals, priorities, and strategic plan

• Participate in the development and maintenance of the disaster recovery plan for the College’s computing and telecommunications infrastructure

• Prepare responses to mandated audits

• Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position

• Performs other related duties as assigned

JOB SPECIFICATIONS

Educational Credentials

• Bachelor’s degree in Computer Science, Information Technology, or equivalent  

• KCS, ITIL, or ITSM certification preferred  

Work Experience

• Minimum of 5 years direct supervisory experience is required

• Minimum of 5 years experience troubleshooting, maintaining and performing computer related repairs and desktop application support using Microsoft Windows and office productivity applications

• Excellent analytical and problem-solving skills

• Detail and results oriented

Skills

• Demonstrated working knowledge of network and desktop operating systems 

• Ability to troubleshoot hardware and software as it pertains to the network and desktop availability

• Demonstrated proficiency in IT service management practices

• Working knowledge of Microsoft Configuration Manager and components

• Adept at providing computer software and hardware support to individuals with diverse technical backgrounds

• Ability to seek out best practices for customer support, engaging with peers to do so

• Willing to maintain or acquire relevant certifications, training, or professional development

• Strong interpersonal skills and demonstrated ability to lead a team

• Understanding of FERPA, HIPAA, and related privacy and security standards

Physical Demands

• Sitting or standing for long periods of time while maintaining focus 

• Ability to work on a computer for extended periods of times, including typing, using a mouse, viewing a screen to complete tasks

• Ability to occasionally lift and carry equipment up to 25 pounds

Mental Demands

• Ability to make sound and timely decisions, weighing various options and considering long-term implications

• Capacity to handle high-pressure situations with composure, remaining focused under tight deadlines and challenging circumstances

• Ability to analyze complex issues, identify root-causes, and develop innovative solutions

• Strong verbal and written communication skills

• Efficiently manage time and prioritizing tasks

Working Conditions

• GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website

• Must be flexible as hours may expand at different times in the semester to accommodate campus needs

• Availability to work evenings and weekends

• Ability to drive or travel to other campus locations is required