Director of Enterprise Support
The Director of Enterprise Support is the leader of the Enterprise Support team and provides strategic and operational leadership to ensure Curry's faculty, staff and students have appropriate support to make the best use of the technology in support of teaching, learning, and administration. The Director will lead the development of a service-oriented and client-centric culture by maintaining a keen focus on building relationships, enhancing knowledge-centered support, developing talent, ensuring ownership and accountability, continuous improvement, and adopting best-practices, processes and systems to achieve operational excellence.
Essential Functions:
Responsibilities include day-to-day leadership of a team of Analysts, Specialists, and student staff responsible for the operations of the Service Desk, desktop and mobile devices support, technology in support of teaching, learning, and administration. . The Enterprise Support team functions to record, classify, troubleshoot and resolve client incidents and service requests. The team is also responsible for onboarding students and employees, ongoing training, and communicating technology related updates and outages with the community. Enterprise Support will serve as an active learning environment for Curry student employees.
They will serve as Project Manager for client facing projects and collaborate closely with other teams within Information Technology Services to implement, transition, and enhance services through the life-cycle, provide technical guidance for all types of end user A/V, device, application and network support, and serve as an escalation point when needed.
1. Responsibilities:
- Oversee operations of Enterprise Support team including: Service Desk, desktop and mobile device support, technology supporting teaching & learning, collaborative, and public spaces, as well as residential living;
- Manage projects and ongoing tasks that intersect with Enterprise Support;
- Communicate with individual clients who escalate service issues as well as entire Curry community with updates, system outage notices, and policy changes;
- Manage ticketing system to record, classify, and resolve client incidents and service requests;
- Respond to near real-time audio/visual service issues in classrooms with urgency.;
- Provide technical guidance for all types of end user A/V, device, application and network support and serve as an escalation point whenever needed;
- Facilitate feedback to ensure continuous quality improvement through regularly surveying the Curry community and meeting with students, key employees, departments, SGA, and etc.;
- Uphold security standards for "approved" software and Enterprise Support technology using standard controls;
- Empower independence within clients and internal staff by ensuring knowledgebase of readily available self-help materials and media is robust and up-to-date;
- Coordinate training and onboarding for college employees;
- Market Enterprise Support through myCurry portal, Freshservice ticketing system, external sites, social media, and etc.;
- Maintain up-to-date matrix of system owners and internal handbook for student staff;
- Implement decisive action appropriate to the position; assesses needs and concerns of the workplace environment in order to address current/future challenges and strategic plan;
- Manage the institution's classroom A/V technology operations and maintenance;
- Lead the development of new or upgrade of A/V technology.
2. Professional Development:
- Stay abreast of up-to-date standards and best practices for client and educational technologies and systems, project management, and tools through ongoing training and professional development;
- Cross train with and mentor team members to improve overall administration of systems and applications to ensure efficient and effective delivery of technology resources;
- Develop personal training plans to enhance technical, analytical and business capability.
3. Customer Service:
- Promote departmental culture of exemplary customer service through frequent communication, positive relations and prompt support;
- Maintain an effective and positive system of communication between the Technology Center and faculty, staff, administration, and the virtual team of technologists.
4. Policies and Procedures:
- Maintain confidentiality and integrity of the college network, systems and data;
- Comply with federal and state regulations, college policies and internal procedures;
- Recommend updates to college policies and internal procedures.
Additional Functions:
- Respect and maintain confidentiality, parameters of operation, professional protocols, and individual privacy;
- Perform other duties as assigned by supervisor or their designee.
Job Requirements:
Essential Characteristics: Successful performance of this position demands consistent demonstration of the following uncompromised performance characteristics:
- Highly motivated individual who demonstrates a genuine commitment to concern for achieving or surpassing results against legitimate and increasingly elevated standards of excellence, showing passion for continually improving the delivery of services;
- Exhibits a high degree of initiative for bringing tasks to successful completion and succeeding in achieving stated goals;
- Self-directed learner who actively seeks out new knowledge, tools, and best practices to stay current with evolving technologies; serves as a reliable escalation point for complex enterprise support issues requiring advanced troubleshooting and cross-functional coordination;
- Ability to assess and prioritize employee "needs" and "wants" to deliver positive and professional outcomes;
- Strong interpersonal skills - Strong vendor management and SLA governance skills;
- Excellent verbal and written communication skills demonstrated success working with all levels of a large enterprise organization;
- Exhibits leadership behavior which supports the business and technology goals through creative thinking and strong problem management;
- Proven complex problem-solving skills - Comfortable and confident providing clear problem descriptions and guidance to senior business management in a time critical environment;
- Ability to maintain a strong sense of urgency.
Minimum Qualifications:
- Bachelor's degree required or equivalent combination of education and work experience required;
- Demonstrated experience planning, leading and managing professional IT support operations based on industry best practices and cultivating and developing high-performing teams to possess a strong service ethic, requisite technical skills, and continuous improvement mindset;
- Understanding of ITIL-based IT service management best practices, as well as industry best practice IT support and client-facing standards, strategies, solutions, and methodologies;
- Demonstrated experience leading projects focused on designing and/or implementing new or significantly enhanced IT services;
- Expert collaboration and customer service skills and demonstrated experience building, maturing and managing client relationships at all levels of an organization in order to align services with functional and business needs of community;
- Proven ability to perform well under stress when confronted with emergency, critical or unusual customer situations and issues;
- Previous experience in higher education;
- 5+ years of progressively responsible managerial experience in an academic or similarly complex IT environment providing client support services is essential;
- Significant direct experience using work order tracking or service management system;
- Strong communication, collaboration, organizational and time management skills including the ability to multi-task, prioritize, and independently manage a changing workload and schedule for self and assigned student staff in a wide variety of settings and situations;
- Ability to effectively present information and respond to questions from groups of managers, clients and students;
- Hands-on experience with device deployment and lifecycle management using tools such as Microsoft Intune, Microsoft Deployment Toolkit (MDT), and/or Jamf Pro;
- May be required to work evenings and weekends in response to support and project timing issues to minimize downtime and to respond to emergencies.
Preferred Qualifications:
- Master's degree;
- 7+ years related experience and 5+ directly in Enterprise Support;
- Certifications: Azure, Microsoft, ITIL, Jamf, Project Management.
Salary Range:
$90,000 to $95,000 annually
Additional Information:
Committed to attracting and retaining a diverse staff, Curry College will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.
At the College's discretion, the education and experience prerequisites may be excepted where the candidate can demonstrate, to the satisfaction of the College, an equivalent combination of education and experience specifically preparing the candidate for success in the position.
Employment in this position is contingent upon the successful completion of all required pre-employment background checks.
Title IX Notice of Nondiscrimination
Curry College (the "College") does not discriminate on the basis of sex and prohibits sex discrimination in any education program or activity that we administer, as required by Title IX and its federal regulations, including in admission and employment.
The Non-Discrimination Policy can be found at
https://www.curry.edu/assets/Documents/About-Us/Curry-College-Nondiscrimination-Policy.pdf
The Sexual Misconduct Policy can be found at
https://www.curry.edu/assets/Documents/About-Us/Curry-College-Sexual-Misconduct-Policy.pdf
Individuals who wish to make a complaint of discrimination or sex discrimination under Title IX, or those with information about conduct that may constitute discrimination or sex discrimination under Title IX may contact the Director of Title IX and Equity Compliance, the Office for Civil Rights, or both.
Inquiries about the application of Title IX and its federal regulations to the College may be referred to either or both offices listed below:
Ann Coyne, Director of Title IX and Equity Compliance: Office 122, King Academic Administrative Building, 55 Atherton Street Milton, MA 02186. (617) 333-2212, ann.coyne@curry.edu.
Office of Civil Rights ("OCR"): Boston Office, Office for Civil Rights, US Department of Education, 9th Floor, 5 Post Office Square, Boston, MA 02109-3921, Telephone: 617-289-0111, FAX: 617-289-0150; TDD: 800-877-8339, Email: OCR.Boston@ed.gov.
To apply, visit http://curry.interviewexchange.com/jobofferdetails.jsp?JOBID=190681
jeid-461f32af0dd8e342a30e292049499936
|
Curry College
Jul 23, 2025