Director of Technology Services

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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