Associate Director, Support Services

Overview

The Associate Director, Support Services provides leadership and management of the Information Technology Services Support Team, who represent ITS to the campus through the Help Desk, computing support, event support, classroom support, and training, communication and outreach. In partnership with college constituents this role provides the overall vision for computing and classroom technology for the college. Using the ITIL framework, the Associate Director of Support Services ensures that processes are created, documented, and implemented in the ticketing system with an eye towards service and continuous improvement. Lastly, this role provides planning, tracking and management of the Computing Replacement Fund and AV budgets, continually refining and maximizing our spend based on utilization metrics and coordination with constituents across campus.

About The Department:

We are your first contact for help with your technology questions. ITS provides project management, systems consulting, software implementation and maintenance, software systems management services, database management and data management and reporting. We also manage, design, and plan the network, the telecommunications system, the central servers, information security architecture and services.

Responsibilities

• Leads and manages the Support Services team, who provide outstanding computing, event, classroom, meeting space and event support and oversees communication, training, and outreach.

• Provides strategy, vision, and leadership for the campus computing (office and lab), classroom and event space technology environments with an eye toward best practices while also considering innovation. Provides vision and strategy for hardware and software purchasing. Plans, tracks and manages associated budgets. Provides leadership for ITS' ticketing system.

• Oversees ITS communications and training and outreaches with staff, faculty and students across campus, representing ITS.

• Provides project coordination for recurring and new computing and AV initiatives, including annual computing and AV replacements and upgrades.

Qualifications

• Bachelor's Degree in Computer Science or related field required.

• 5 to 8 years of experience leading a team in a technical support or customer service environment required. Experience in an academic environment preferred.

• Ability to lead a team to provide overall vision for the campus computing and audio-visual environment. Deep understanding of computing hardware and software as well as classroom and event space technology.

• Assess the health of ITS service through the use of metrics in the ticketing systems. Make decisions about the future of labs based on lab analysis software. Understand best practices in the field.

• Initiate, plan, and monitor assigned projects. Create and monitor technical services processes.

• Deep understanding of PC and Apple hardware and associated systems. Understanding of AV systems. Ability to oversee a ticketing system.

• Demonstrated experience with budget management and tracking.

Compensation:

The annual salary for this position will be 94,600-99,000, depending on experience.

Benefits:

At Macalester, we are proud to offer excellent comprehensive employee benefits. Here are some highlights:

• 10% employer contributions to the retirement plan.

• Outstanding vacation and sick time packages, plus an additional 10 holidays.

• Generous employer contribution to Health Savings Account.

• Tuition assistance which pays between 75% - 100% of eligible tuition for employee dependents at select institutions.

• Free primary care for most services through Nice Healthcare when enrolled in a Macalester health plan.

• Access to the athletics fitness facility, wellness coaching, and activities.

These are just some of the great benefits Macalester has to offer! To see our full benefits packages and options, please visit our Benefits Page.

Satisfactory completion of a criminal background check is a condition of employment.

Application Guidelines:

For best consideration, please submit your cover letter and resume through the Macalester Employment Opportunities webpage by June 28th, 2024. The interview process will start after this date, and this role will be posted until filled.

Jaclyn Howard

Talent Acquisition Manager

jhoward3@Macalester.edu

Macalester College - Institutional Overview

Founded in 1874, Macalester College provides students with the inspiration, insight, and experience to become successful and ethical leaders. Located in flourishing St. Paul, Minnesota, Macalester enrolls over 2,000 students from across the country and around the world. Macalester is a preeminent liberal arts college recognized for its student service and celebration of internationalism.

At Macalester, we look at our employees through a whole-person, holistic lens. With comprehensive benefits and well-being programs, we provide and enable our community members to grow and care for themselves, their families, and one another. Our whole-hearted fidelity to community-building and social justice exemplify these ideals. Macalester College continuously prioritizes a culturally diverse and pluralistic community. We value individuals of all backgrounds and lived experiences.

Our rich blend of people holding varied identities enhances our strong commitment to multiculturalism and global citizenship. We seek candidates who reflect and strengthen our campus environment. Macalester invites and encourages everyone to apply who would add depth to our community including those from all sexual orientations, races, ethnicities, national origins, genders, religions, abilities, and ages.