Director of Technology Services
Fitchburg State University, Fitchburg, MA, United States
Director of Technology Services
Fitchburg State University, located in Fitchburg, Massachusetts, is a public institution dedicated to integrating high-quality professional programs with strong liberal arts and sciences studies.
Job Description GENERAL STATEMENT OF DUTIES:
Provide strategic and operational leadership for User Services (Help Desk), OneCard/ID Office, Audio/Visual, and Phone services. This position is responsible for planning, administration, continuous improvement of customer‑focused technical support, campus card and identification services, phone operations, and related projects; overseeing staff; and ensuring high‑quality, responsive service aligned with university goals.
SUPERVISION EXERCISED:
Provides supervision to User Services, OneCard Office, and Audio/Visual services staff.
Duties & Responsibilities
Management
Direct, supervise, and coordinate User Services, OneCard/ID Office, Audio/Visual Services, and Phone Services operations and staff.
Develop, implement, and oversee operational plans, policies, procedures, and service improvements.
Direct projects and operational initiatives designed to improve service reliability, increase efficiency, reduce costs, and enhance the user experience.
Evaluate staffing, workflows, and departmental practices to promote effective operations and high‑quality service delivery.
Enforce university and Technology Department policies and procedures.
Develop, manage, and adjust staff schedules to ensure appropriate coverage and responsive service delivery across assigned areas.
Leadership
Champion change and effectively manage the implementation of new ideas in support of the Technology Department and the university's strategic goals.
Continuously assess and improve services, processes, operations, and methods to increase customer satisfaction and operational effectiveness.
Ensure the campus community is well informed of changes, outages, and events affecting operations or service delivery.
Foster collaboration and solicit input from team members and campus partners to improve services and operations.
Support the supervision, coaching, and professional development of direct reports.
Administration
Oversee operational coordination for User Services, OneCard/ID Office, Audio/Visual, and phone services to ensure effective, responsive support for campus needs.
Oversee budgets and technology refresh planning for assigned areas; maintain accurate quotes, inventory records, and refresh schedules.
Ensure assigned service areas follow university technology, access, and information security policies, and coordinate with relevant departments.
Support administration of campus emergency notification and related communication systems (Alertus, Rave Alert, Rave Guardian, campus digital signage).
Performs other duties as assigned within the scope of the position.
Qualifications
Minimum of five years of progressively responsible experience in enterprise technology services, customer support operations, or related technology functions within a complex organization.
Minimum of four years of progressively responsible experience supervising, managing, and developing staff.
Demonstrated experience managing technology service operations, customer‑facing support services, and related projects.
Demonstrated ability to lead in a team‑oriented environment and manage multiple competing priorities effectively.
Ability to assess urgent or crisis situations, establish priorities, and maintain positive working relationships with staff, campus partners, and customers.
Strong written, verbal, interpersonal, and customer service communication skills.
Demonstrated commitment to high standards of work quality, professionalism, integrity, and ethical conduct.
Proficiency with standard office productivity tools, including word processing, spreadsheets, and creation of digitally accessible documents and content.
Valid driver's license.
Additional Information This is a full‑time, exempt, benefits‑eligible position in the Association of Professional Administrators (APA) bargaining unit with a union title of Director. The starting salary range is $110,000 to $120,000, commensurate with education and experience. The position is not eligible for H‑1B sponsorship.
Benefits
Pension or 401(a) defined contribution plan and supplemental retirement options.
Life insurance up to 8× the annual salary.
Long‑term disability coverage.
Twenty vacation days accrued per year.
Fifteen sick days accrued per year.
Five personal days per year.
Paid holidays.
Tuition remission for self, spouse, and dependent children.
Fitchburg State University conducts criminal history and sexual offenders record checks on recommended finalists prior to final employment for all positions.
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Job Description GENERAL STATEMENT OF DUTIES:
Provide strategic and operational leadership for User Services (Help Desk), OneCard/ID Office, Audio/Visual, and Phone services. This position is responsible for planning, administration, continuous improvement of customer‑focused technical support, campus card and identification services, phone operations, and related projects; overseeing staff; and ensuring high‑quality, responsive service aligned with university goals.
SUPERVISION EXERCISED:
Provides supervision to User Services, OneCard Office, and Audio/Visual services staff.
Duties & Responsibilities
Management
Direct, supervise, and coordinate User Services, OneCard/ID Office, Audio/Visual Services, and Phone Services operations and staff.
Develop, implement, and oversee operational plans, policies, procedures, and service improvements.
Direct projects and operational initiatives designed to improve service reliability, increase efficiency, reduce costs, and enhance the user experience.
Evaluate staffing, workflows, and departmental practices to promote effective operations and high‑quality service delivery.
Enforce university and Technology Department policies and procedures.
Develop, manage, and adjust staff schedules to ensure appropriate coverage and responsive service delivery across assigned areas.
Leadership
Champion change and effectively manage the implementation of new ideas in support of the Technology Department and the university's strategic goals.
Continuously assess and improve services, processes, operations, and methods to increase customer satisfaction and operational effectiveness.
Ensure the campus community is well informed of changes, outages, and events affecting operations or service delivery.
Foster collaboration and solicit input from team members and campus partners to improve services and operations.
Support the supervision, coaching, and professional development of direct reports.
Administration
Oversee operational coordination for User Services, OneCard/ID Office, Audio/Visual, and phone services to ensure effective, responsive support for campus needs.
Oversee budgets and technology refresh planning for assigned areas; maintain accurate quotes, inventory records, and refresh schedules.
Ensure assigned service areas follow university technology, access, and information security policies, and coordinate with relevant departments.
Support administration of campus emergency notification and related communication systems (Alertus, Rave Alert, Rave Guardian, campus digital signage).
Performs other duties as assigned within the scope of the position.
Qualifications
Minimum of five years of progressively responsible experience in enterprise technology services, customer support operations, or related technology functions within a complex organization.
Minimum of four years of progressively responsible experience supervising, managing, and developing staff.
Demonstrated experience managing technology service operations, customer‑facing support services, and related projects.
Demonstrated ability to lead in a team‑oriented environment and manage multiple competing priorities effectively.
Ability to assess urgent or crisis situations, establish priorities, and maintain positive working relationships with staff, campus partners, and customers.
Strong written, verbal, interpersonal, and customer service communication skills.
Demonstrated commitment to high standards of work quality, professionalism, integrity, and ethical conduct.
Proficiency with standard office productivity tools, including word processing, spreadsheets, and creation of digitally accessible documents and content.
Valid driver's license.
Additional Information This is a full‑time, exempt, benefits‑eligible position in the Association of Professional Administrators (APA) bargaining unit with a union title of Director. The starting salary range is $110,000 to $120,000, commensurate with education and experience. The position is not eligible for H‑1B sponsorship.
Benefits
Pension or 401(a) defined contribution plan and supplemental retirement options.
Life insurance up to 8× the annual salary.
Long‑term disability coverage.
Twenty vacation days accrued per year.
Fifteen sick days accrued per year.
Five personal days per year.
Paid holidays.
Tuition remission for self, spouse, and dependent children.
Fitchburg State University conducts criminal history and sexual offenders record checks on recommended finalists prior to final employment for all positions.
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