Director of Infrastructure and Client Services

POSITION: Full-Time Director of Infrastructure and Client Services: Director; IT Client Computing; Haverhill Campus but travel between Lawrence campus or off-site meetings as needed; 37.5 hours per week, Monday through Friday, 8:00am - 4:30pm, off hours and weekend hours as needed; Non-Unit Professional Position

SUMMARY: The Director of Infrastructure and Client Services is an in-person position and responsible for the design, implementation, maintenance, and advancement of the IT Infrastructure necessary to support all college business processes and applications systems. The Director is responsible for planning, coordinating, supervising, and delivering all technical support efforts. The Director will coordinate, leverage and research all emerging technologies in order to broaden and advance operations, security and teaching at the college. Works in collaboration with other personnel within and outside the division of Information Technology Services.

SUPERVISION RECEIVED: Reports to the Chief Technology Officer

SUPERVISION EXCERSIDED: Supervises subordinate professional, classified and student employee personnel assigned to the department.

RESPONSIBILITIES:

• Provide leadership, management, support, and direction to subordinate staff members.
• Designs, plans, organizes, directs, supervises, and implements computer, AV and network technologies and services. Services include, but not limited to voice, data, security, video surveillance, server and computing systems, audio-visual and simulation.
• Supervises all aspects of systems and network administration, technical support, and day-to-day operations.
• Establishes, maintains, measures, and reports out on service quality and service level agreements indicators for all network and computing systems provided by the College. (This includes meantime to repair, and systems performance such as; bandwidth, CPU, memory, and IO/ utilization etc. for capacity planning, performance monitoring, and analysis of systems utilization etc.).
• Manage the assessment and mitigation of risk within the IT infrastructure.
• Participates in the development and support of campus policies, procedures, and standards for hardware and software.
• Evaluates future needs, new technologies, and/or products for applicability at the College and make recommendations as appropriate.
• Establish and maintain guidelines for minimum standards for computer hardware. and software.
• Assures maximum departmental collaboration, coordination, and communication with all other organizational units of the college.
• Provides flexible, responsive, and high-quality customer service to all whom we serve, be it students, community or staff and continuously assesses processes and procedures to revise accordingly.
• Design, maintain and test disaster recovery plans and business continuity to ensure operations related to IT infrastructure.
• Lead projects with cross-functional teams including IT and other area personnel to ensure on-time project delivery, process improvements and collaboration across the institution.
• Create, implement, and maintain related IT policies and procedures to ensure compliance to applicable standards, regulations, laws and any other governing policies.
• Create and maintain up-to-date documentation of the existing operations related to the IT infrastructure, as well as knowledgebase articles for all whom we serve.
• Develop and manage an annual operating and project budget in collaboration with the Chief Technology Officer and the college Finance department.
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS:

• A Bachelor's degree in Information Science, Software Engineering, Computer Science or related field.
• Five (5) years or more of experience in Infrastructure design and implementation, central authentication, telecommunications, data center operations, client/server/cloud architectures, and internal collaboration tools.
• Intimate understanding of computer hardware, server administration, network management systems and network security systems.
• Solid organizational and communication skills, ability to work with staff, faculty, and administration with all skill and management levels.
• Willingness to investigate, learn, and initiate new processes, technologies, and analytical tools.

PREFERRED QUALIFICATIONS:

• Experience with supporting an academic environment.
• Experience working in a higher education environment.
• Experience supporting and developing working relationships with co-workers.
• ITIL certification or equivalent experience.
• Strong project management skills, PM preferred.
• Experience with supervising a diverse group of individuals in a union environment.
• Bilingual (Spanish/English)
• Experience working with and supporting a culturally diverse population

BACKGROUND CHECK: Candidates will be required to pass a CORI and SORI check as a condition of employment.

SALARY: Anticipated starting salary range is $90,000 - $105,000 annually with complete fringe benefit package including competitive health insurance, dental insurance, basic life insurance, long-term disability insurance, paid sick, vacation and personal leave, educational benefits for employee/spouse/dependents, and excellent retirement benefits.

ANTICIPATED START DATE: ASAP