Assistant Director of Service Operations
Commonwealth of Massachusetts, Boston, Massachusetts, us, 02298
Overview
An Official website of the Commonwealth of Massachusetts
Job Description - Assistant Director of Service Operations (260000Q8)
Job Description
Assistant Director of Service Operations - ( 260000Q8 )
About MassArt:
Founded in 1873, MassArt is a public college of art and design in Boston. MassArt strives to be a model of diversity and inclusion and maintains an environment welcoming to persons of all backgrounds, nationalities, and roles. MassArt enrolls about 2,000 students and offers undergraduate and graduate programs across 18 disciplines, along with continuing education and youth programs.
MassArt is located in Boston’s hub of arts and culture along the Avenue of the Arts.
Job Description:
Collective Bargaining Agreement:
This position is governed by the APA collective bargaining agreement
Salary Range:
$90,000 to $108,000, commensurate with experience.
Position summary The Assistant Director of Service Operations provides leadership for all client-facing technology support functions at Massachusetts College of Art and Design (MassArt). The role coordinates helpdesk operations, endpoint lifecycle management, and user support using an integrated service approach that leverages IT service management principles.
As a working manager, this position provides hands-on technical leadership for complex issues while maintaining primary responsibility for supervising staff, managing daily operations, and implementing defined service strategies. The Assistant Director contributes to the planning and execution of Client Services strategies and operations roadmaps. Working collaboratively with IT leadership, the Assistant Director ensures that processes and procedures for endpoint support services align with administrative and instructional requirements, institutional policies, regulatory compliance, and best practices and standards.
Supervision
RECEIVED: Deputy Chief Information Officer (Deputy CIO)
Supervision
EXERCISED: Client Services staff, contractors, and students
Duties and responsibilities
Lead and supervise the Client Services team, including recruitment, onboarding, coaching, and performance evaluation of staff.
Manage daily staffing levels, workload distribution, and scheduling to ensure dependable support coverage across locations.
Handle complex or escalated technical issues, coordinating with other IT units as needed to ensure resolution.
Establish, refine, and maintain documented service processes, standards, and procedures to promote reliable and efficient service delivery.
Working with the service desk manager, track service performance through metrics, reporting, and user feedback.
Oversees the operational lifecycle of administrative and instructional endpoints, including recommending specification, procurement coordination, deployment, configuration, asset tracking, maintenance, and decommissioning, in alignment with institutional policies and guidance
Manage vendor relationships related to endpoint hardware, software, and support tools.
Ensure secure configuration and management of endpoints through modern device management platforms such as Intune, KACE, JAMF, or similar tools.
Maintain patching, endpoint protection, access control systems, and support security compliance activities including data protection, accessibility, and regulatory requirements.
Manage Client Services expenditures and provide informed recommendations for annual budgets, including endpoint purchasing, replacement cycles, and technology tools.
Provide operational oversight and coordination for projects initiated by Client Services, ensuring alignment with priorities, timelines, and resources. Participate in cross-functional projects to ensure technical feasibility, stakeholder engagement, and successful implementation.
Assumes additional responsibilities as determined by the Deputy Chief Information Officer or the Chief Information Technology Officer.
Qualifications Requirements:
At least 5 years of progressive experience in IT service operations, client services, or endpoint management.
Minimum 2 years of supervisory and management experience in a technology support environment.
Demonstrated experience using and managing endpoint management tools such as Microsoft Intune, JAMF, KACE, or similar.
Prior experience with service management software and strong understanding of IT Service Management (ITSM) principles and frameworks (e.g., ITIL).
Experience with device lifecycle management, patching, and endpoint security.
Experience with business productivity applications (e.g. Google Docs, Microsoft Office) and digital media, art and design applications (e.g., Adobe Creative Cloud software, Apple Pro applications, Autodesk, etc.).
Familiarity with security best practices, accessibility standards, and regulatory compliance (FERPA, GDPR, etc.).
Understanding of budget planning and vendor management for hardware/software procurement.
Experience managing projects with project management tools or PM certifications (e.g., PMP, CAPM, or Agile methodologies).
Excellent leadership, communication, and collaboration skills.
Ability to manage multiple priorities and projects in a fast-paced academic environment.
Preferred Qualifications:
Experience in higher education, public sector, or similarly complex organizational environments.
Bachelor's degree in Computer Science, Information Technology, or a related field
Demonstrated knowledge of Windows Active Directory administration and Group Policy.
Prior experience with Apple Device Enrollment Program (DEP), Apple iOS and MacOS configuration profiles, Apple Configurator, disk images, LDAP directory services, Active Directory and Jamf
Prior experience with Windows endpoint management and deployment platforms (e.g., System Center Configuration Manager (SCCM), Windows Deployment Services, KACE, Intune, etc.)
Prior experience with enterprise encryption products, anti-virus and anti-malware products
Additional information
MassArt does not support employment-based visa sponsorship or non-student exchange visitor visa sponsorship.
MassArt is not an E-Verify institution.
Selected candidates must be eligible to work in the US at the time of employment, complete all onboarding tasks including CORI/SORI background review, and provide proof of eligibility to work in the US.
You are required to show proof of identity and employment eligibility within three (3) days of the start of your employment. You will not be authorized to work until all paperwork is completed. For a list of acceptable documents please refer to the MassArt career site.
Application instructions:
Please provide a resume and cover letter.
For additional inquiries related to salary transparency, please contact Human Resources at hr@massart.edu or (617) 879-7908.
PLEASE APPLY TO THIS OPPORTUNITY DIRECTLY ON THE MASSART CAREERS WEBSITE TO BE CONSIDERED. SEE HERE.
Job details Official Title:
Assistant Director
Primary Location:
MassArt
Job:
Human Resources
Agency:
Mass College of Art and Design
Schedule:
Full-time
Shift:
Day
Job Posting:
Feb 4, 2026, 3:26:38 PM
Number of Openings:
1
Salary:
90,000.00 - 108,000.00 Yearly
If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator: Kathryn Oram - 617-879-7917
Potentially Eligible for a Hybrid Work Schedule:
No
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Job Description - Assistant Director of Service Operations (260000Q8)
Job Description
Assistant Director of Service Operations - ( 260000Q8 )
About MassArt:
Founded in 1873, MassArt is a public college of art and design in Boston. MassArt strives to be a model of diversity and inclusion and maintains an environment welcoming to persons of all backgrounds, nationalities, and roles. MassArt enrolls about 2,000 students and offers undergraduate and graduate programs across 18 disciplines, along with continuing education and youth programs.
MassArt is located in Boston’s hub of arts and culture along the Avenue of the Arts.
Job Description:
Collective Bargaining Agreement:
This position is governed by the APA collective bargaining agreement
Salary Range:
$90,000 to $108,000, commensurate with experience.
Position summary The Assistant Director of Service Operations provides leadership for all client-facing technology support functions at Massachusetts College of Art and Design (MassArt). The role coordinates helpdesk operations, endpoint lifecycle management, and user support using an integrated service approach that leverages IT service management principles.
As a working manager, this position provides hands-on technical leadership for complex issues while maintaining primary responsibility for supervising staff, managing daily operations, and implementing defined service strategies. The Assistant Director contributes to the planning and execution of Client Services strategies and operations roadmaps. Working collaboratively with IT leadership, the Assistant Director ensures that processes and procedures for endpoint support services align with administrative and instructional requirements, institutional policies, regulatory compliance, and best practices and standards.
Supervision
RECEIVED: Deputy Chief Information Officer (Deputy CIO)
Supervision
EXERCISED: Client Services staff, contractors, and students
Duties and responsibilities
Lead and supervise the Client Services team, including recruitment, onboarding, coaching, and performance evaluation of staff.
Manage daily staffing levels, workload distribution, and scheduling to ensure dependable support coverage across locations.
Handle complex or escalated technical issues, coordinating with other IT units as needed to ensure resolution.
Establish, refine, and maintain documented service processes, standards, and procedures to promote reliable and efficient service delivery.
Working with the service desk manager, track service performance through metrics, reporting, and user feedback.
Oversees the operational lifecycle of administrative and instructional endpoints, including recommending specification, procurement coordination, deployment, configuration, asset tracking, maintenance, and decommissioning, in alignment with institutional policies and guidance
Manage vendor relationships related to endpoint hardware, software, and support tools.
Ensure secure configuration and management of endpoints through modern device management platforms such as Intune, KACE, JAMF, or similar tools.
Maintain patching, endpoint protection, access control systems, and support security compliance activities including data protection, accessibility, and regulatory requirements.
Manage Client Services expenditures and provide informed recommendations for annual budgets, including endpoint purchasing, replacement cycles, and technology tools.
Provide operational oversight and coordination for projects initiated by Client Services, ensuring alignment with priorities, timelines, and resources. Participate in cross-functional projects to ensure technical feasibility, stakeholder engagement, and successful implementation.
Assumes additional responsibilities as determined by the Deputy Chief Information Officer or the Chief Information Technology Officer.
Qualifications Requirements:
At least 5 years of progressive experience in IT service operations, client services, or endpoint management.
Minimum 2 years of supervisory and management experience in a technology support environment.
Demonstrated experience using and managing endpoint management tools such as Microsoft Intune, JAMF, KACE, or similar.
Prior experience with service management software and strong understanding of IT Service Management (ITSM) principles and frameworks (e.g., ITIL).
Experience with device lifecycle management, patching, and endpoint security.
Experience with business productivity applications (e.g. Google Docs, Microsoft Office) and digital media, art and design applications (e.g., Adobe Creative Cloud software, Apple Pro applications, Autodesk, etc.).
Familiarity with security best practices, accessibility standards, and regulatory compliance (FERPA, GDPR, etc.).
Understanding of budget planning and vendor management for hardware/software procurement.
Experience managing projects with project management tools or PM certifications (e.g., PMP, CAPM, or Agile methodologies).
Excellent leadership, communication, and collaboration skills.
Ability to manage multiple priorities and projects in a fast-paced academic environment.
Preferred Qualifications:
Experience in higher education, public sector, or similarly complex organizational environments.
Bachelor's degree in Computer Science, Information Technology, or a related field
Demonstrated knowledge of Windows Active Directory administration and Group Policy.
Prior experience with Apple Device Enrollment Program (DEP), Apple iOS and MacOS configuration profiles, Apple Configurator, disk images, LDAP directory services, Active Directory and Jamf
Prior experience with Windows endpoint management and deployment platforms (e.g., System Center Configuration Manager (SCCM), Windows Deployment Services, KACE, Intune, etc.)
Prior experience with enterprise encryption products, anti-virus and anti-malware products
Additional information
MassArt does not support employment-based visa sponsorship or non-student exchange visitor visa sponsorship.
MassArt is not an E-Verify institution.
Selected candidates must be eligible to work in the US at the time of employment, complete all onboarding tasks including CORI/SORI background review, and provide proof of eligibility to work in the US.
You are required to show proof of identity and employment eligibility within three (3) days of the start of your employment. You will not be authorized to work until all paperwork is completed. For a list of acceptable documents please refer to the MassArt career site.
Application instructions:
Please provide a resume and cover letter.
For additional inquiries related to salary transparency, please contact Human Resources at hr@massart.edu or (617) 879-7908.
PLEASE APPLY TO THIS OPPORTUNITY DIRECTLY ON THE MASSART CAREERS WEBSITE TO BE CONSIDERED. SEE HERE.
Job details Official Title:
Assistant Director
Primary Location:
MassArt
Job:
Human Resources
Agency:
Mass College of Art and Design
Schedule:
Full-time
Shift:
Day
Job Posting:
Feb 4, 2026, 3:26:38 PM
Number of Openings:
1
Salary:
90,000.00 - 108,000.00 Yearly
If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator: Kathryn Oram - 617-879-7917
Potentially Eligible for a Hybrid Work Schedule:
No
#J-18808-Ljbffr