Director Support Services

Manages and leads the support services team, including help desk, audio-visual engineers, telecom support, and switchboard staff, to ensure effective coverage, timely case resolution, and proactive service delivery. Serves as a tier three escalation point, managing complex cases and troubleshooting. Oversees team development, stakeholder training, IT service delivery, and the IT Planning and Compliance Review process. Maintains support documentation, coordinates training, and collaborates with senior leadership to enhance service quality and operational efficiency.

• Trains and mentors team members to foster a culture of excellence in case resolution, accountability, effective communication, and customer service. Continuously reviews case closure feedback results to identify and implement process and resolution improvements.
• Acts as a tier three escalation point for difficult and critical cases. Provides leadership and actively participates in troubleshooting by understanding issues, seeking solutions, testing options, and implementing effective support materials. Provides direct assistance to the help desk, unified communications, switchboard, and audio-visual teams during periods of peak demand or when additional hands-on support is required.
• Oversees the IT Planning and Compliance Review process, ensuring timely processing, clear communication, compliance adherence, and efficient coordination with stakeholders and subject matter experts.
• Oversees and assists in the regular creation, validation, and maintenance of documentation, including internal procedures and self-help articles. Aligns and communicates training opportunities for stakeholders; when necessary, develop and deliver training.
• Identifies, proposes, and implements solutions to enhance service delivery through collaboration with institutional stakeholders.

Minimum qualifications based upon job documentation and industry best practices. Any current employees not meeting these qualifications will be grandfathered until they move to a different job.

• Bachelor’s degree in related field from an accredited institution.

• Five years' relevant experience.
• Strong Supervisory experience.
• Direct experience supporting end-users.
• Ability to analyze issues and develop solutions proactively.
• Strong verbal and written skills to effectively communicate with a diverse range of constituents.
• Proficiency with case management systems and a strong understanding of the systems, processes, and policies used to support a technical environment for a complex organization.

• Relevant industry certification.

Office or other indoor work with minimal physical demands such as occasionally lifting or moving materials less than 25 pounds.

Work is generally performed in a well-lit, temperature-controlled indoor environment with occasional exposure to the outdoors or any number of elements.

Revised: 2025-02-03