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Job ID: 130310

Director, Academic and End User Support Services
Rancho Santiago Community College District


Date Posted Oct. 2, 2019
Title Director, Academic and End User Support Services
University Rancho Santiago Community College District
Santa Ana, CA, United States
Department Information Technology Services
Application Deadline 11/27/2019
Position Start Date Available immediately
 
 
  • Director/Manager
  • Information Technology
 
 
Director, Academic and End User Support Services #CL19-1344
Information Technology Services/Santiago Canyon College

Salary
2018-2019 Management Salary Schedule
Grade D $121,542.42 - $127,619.54 - $134,000.52 - $140,700.55 - $147,735.57 - $155,122.35 - $162,878.47/year

Benefits
The District provides excellent medical and dental coverage and life insurance of a minimum of $50,000 or a maximum not to exceed the annual salary of the employee. Holidays, sick days, and vacation are earned in accordance with the Administrative Handbook. Payroll deductions include the California Public Employees' Retirement System and Social Security.

Starting Date: As soon as possible after the offer of employment.
Deadline to Apply: Wednesday, November 27, 2019, 5:00 PM

CLASS SUMMARY
Under general direction, manages and coordinates technology support services for multiplatform college end user computing, academic programs, classrooms, instructional labs and office locations; provides support to staff, faculty and administration; supervises Technical Specialist and other support staff; manages the planning, analysis, design, modification, testing, implementation, and operation of end user and instructional computing technology applications, hardware and systems; assumes and performs related duties and responsibilities as required.

REPRESENTATIVE DUTIES
Ensures staff provides thorough and efficient IT support for campus academic and end user computing technologies via phone, email, remotely or in person; assigns, trains, evaluates and supervises staff; schedules and assures the maintenance and support of multiplatform desktop and mobile computers, printers, tablets, software, instructional servers and equipment to maintain proper operation; organizes work schedules to meet project timelines; ensures documentation is regularly updated, including timely and thorough notes in ITS helpdesk tickets; tracks requests, incidents, issue resolution and trends; drives operational excellence and standards; performs first and second level support for district Infrastructure and Enterprise Applications and partners with district ITS teams for delivery of third level support; ensures that proper escalation paths are followed by staff that are in line with documented procedures; maintains accurate hardware inventory to help guide computer replacement plan; coordinates with ITS Helpdesk team to ensure timely incident resolution and appropriate work allocation; collaborates with Media Systems staff to provide IT support to audio visual systems; works with faculty and administration to define projects and establish priorities; analyzes the impact of academic and administrative policy and procedures changes on instructional and end user computing technology; researches application of new technology for academic programs; works in partnership with ITS management to develop and enforce department standard operating procedures; ensures an outstanding level of customer service and high quality technical knowledge; assists in preparing instructional and end user computing technology operating plans; manages projects to meet budget and schedule objectives.

ORGANIZATIONAL RELATIONSHIPS
This position reports to the Assistant Vice Chancellor of Information Technology Services.

REQUIREMENTS
MINIMUM QUALIFICATIONS:

Training and Experience: Bachelor's degree in computer technology or equivalent and 5 years of experience in a supervisory capacity in a technology services environment or equivalent leadership experience and 5 years of experience providing end user support in an IT Help Desk or Service Desk environment.

DESIRABLE QUALIFICATIONS
Knowledge and Abilities:
Knowledge of end user and instructional computing technology planning, analysis, design, modification, testing, implementation, and operation. Understanding of server and desktop technology, automated software distribution and deployment of large-scale desktop image rollouts; information technology security standards and requirements, trends and tools; multimedia, audio visual and data communications concepts, methods, and techniques; systems administrator basic foundational knowledge. Ability to manage a technical team that supports desktop and mobile computers, printers, tablets, software, servers, printers and copiers; use and administer a help desk ticketing system; develop and implement standard operating procedures and resolve large scale technical issues related to hardware and software. Ability to provide excellent customer service; plan, organize and execute projects; prioritize and distribute a high volume of work assignments, and optimize use and skills of staff; support an environment of 2000+ devices; stay current on cutting edge computer hardware and software as well as identifying, researching, evaluating, and implementing new end user and instructional computing technology; establish and maintain effective working relationships with staff, faculty, administration, peers clients and vendors. Ability to explain technical concepts to non-technical users; determine the root cause of issues and take corrective actions to prevent recurrence; analyze and recommend process improvements. Demonstrated competence in interpreting hardware and software documentation, as well as skillful, accurate, and articulate preparation of reports and data. Exhibit proficiency in clear and concise verbal and written communication.

Physical Requirements: Ability to use a computer workstation throughout the workday.

Selection Criteria
Application Screening

In addition to the requirements and responsibilities listed, the following criteria will be considered in selecting candidates for interviews:
Educational experience-breadth and depth
Work experience-breadth and depth
Demonstrated leadership capabilities
Program development
Community involvement
Demonstrated experience working with a diverse socioeconomic community
Demonstrated ability to work cooperatively with others

Based upon the information presented on the application materials, a limited number of candidates with qualifications most pertinent to the position will be invited to participate in the selection process, which may include a written test and oral interview.

Interview
Applicants selected for an interview may be required to take additional tests or assessments and will be notified of such prior to the date of the interview. During the oral session, those selected for interviews will, in addition to the above, also be evaluated on the following factors:
Oral communication skills
Presentation
Problem solving skills
Successful performance demonstration
Writing skills/demonstration
A predetermined set of questions will be asked of all applicants interviewed. Applicants are requested to provide thorough yet concise information on their related experience to ensure correct evaluation of their qualifications. Evaluation criteria will be applied consistently to all applicants.

Method of Application
For consideration in the selection process, interested persons must complete the RSCCD application and upload all required documents online at http://www.rsccd.edu/employment/Pages/Employment.aspx by the specified closing date for the position. If you do not have a computer, there is a computer which can only access RSCCD employment website and scanner to upload application materials/documents (no USB) available at the Human Resources Department, 2323 North Broadway, Santa Ana, California, 92706, between the hours of 8:00 a.m. and 5:00 p.m., Monday - Friday.

Please upload the following application materials in the appropriate boxes with your online application by the closing date:
Resume (Required)
Cover Letter (Required)
Unofficial transcripts showing that the minimum qualifications are met (Optional)
Any additional supplemental materials (Optional)

Pre-Employment Requirements
Candidates selected for employment will be required to provide current verification of a negative TB test or chest x-ray, complete the district's fingerprinting process, and bring proof of their legal right to work in the United States. Cost of TB testing, fingerprinting and the fee for criminal records check will be paid for by the candidates.

The Rancho Santiago Community College District is an equal employment opportunity employer and prohibits discrimination and harassment based on ethnic group identification, national origin, religion, age, sex, race, color, ancestry, sexual orientation, physical or mental disability, gender identity, medical condition (cancer-related or genetic characteristics), marital status, citizenship, or service in the uniformed services, or on the basis of these perceived characteristics or based on association with a person or group with one or more of these actual or perceived characteristics. The District will make reasonable accommodations for applicants with disabilities. Applicant should contact the Human Resources Department for assistance.


 
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