[Hiring] Director of IT @Community College of Philadelphia

Role Description

The Director, Information Technology Support, provides strategic and operational leadership for the planning, delivery, and continuous improvement of the College's technology infrastructure, support services, telecommunications and enterprise technology operations. In partnership with the Associate Vice President of Information Technology Services and other College leaders, the Director advances institutional goals through effective technology planning, cybersecurity governance, compliance, business continuity, vendor management and the implementation of innovative technology services and solutions. The Director leads and develops technical support staff, manages operational and capital resources, and promotes a culture of collaboration, accountability, and exceptional customer service. By aligning technology services with the College's academic and administrative priorities, the Director ensures secure, reliable, and cost-effective technology solutions that support student success, employee productivity, and institutional effectiveness.

Essential Responsibilities

• Provide day-to-day planning, management, and administration of the College's Information Technology Support solutions.
• Monitor and support institutional cybersecurity initiatives including:
  • Risk management
  • Vulnerability remediation
  • Endpoint protection
  • Access management
  • Security awareness training
  • Incident response and business continuity coordination efforts
  • Compliance with applicable regulatory requirements
• Provide strategic oversight of cloud-based technologies, enterprise applications, collaboration platforms, and software-as-a-service solutions.
• Establish, monitor, and continuously improve IT service management processes, service level objectives, operational metrics, and customer experience initiatives.
• Collaborate with institutional leadership to support compliance with applicable federal, state, and industry requirements.
• Develop and monitor key performance indicators, operational dashboards, and service metrics.
• Evaluate emerging technologies for their potential to improve institutional effectiveness.
• Develop and review all RFPs for the procurement of hardware and software for technology initiatives College-wide.
• Provide leadership, coordination, planning, and integrative management of the College-wide voice and data communications systems.
• Review, recommend, and implement policies, standards, and guidelines within the area of responsibility.
• Develop, review and monitor contracts, consultants, and relationships with Technical Support Services related vendors.
• Manage projects assigned by AVP of ITS by providing advice, guidance, and problem-solving.
• Direct operations for Technical Support Services by executing production tasks according to a documented schedule.
• Convey technology options and solution recommendations to AVP of ITS.
• Develop customer service initiatives based upon analysis of end user feedback data.
• Develop and manage operating and capital budget related to Technical Support services.
• Coordinate with the College purchasing department on technology procurements.
• Provide strategic leadership, coaching, mentoring, and professional development opportunities for assigned staff.
• Participate in the selection, evaluation, and discipline of subordinate staff.
• Monitor new technologies and assess their potential for solving College-wide initiatives.
• Deliver quality customer services to both internal and external constituents.
• Participate in college-wide committees as directed by the AVP of ITS.
• Other duties as assigned.

Qualifications

• Bachelor's degree required in Information Technology, Computer Science, Management Information Systems, Business Administration, or related field. Master's degree preferred.
• Minimum seven (7) years of progressively responsible information technology leadership experience.
• Minimum five (5) years of supervisory or management experience leading technical teams.
• Experience in higher education, public sector, or similarly complex organizations preferred.
• Experience managing enterprise infrastructure, cloud technologies, cybersecurity programs, technology support, ITSM services, and vendor relationships preferred.
• Demonstrated knowledge and experience in creating and monitoring formal project plans required.
• Required skills and certifications: Microsoft 365 Administrator Expert, CCNA or equivalent.
• Ability to meet deadlines and manage multiple and changing priorities in a fast-paced environment is required.
• Demonstrated ability to exercise good judgment in evaluating situations and making assessments for required decisions.
• Strong orientation to planning, customer service, assertive decision-making, and reconciling conflicting needs is required.
• Excellent oral and written communication skills and the ability to manage a full scope of services in a unionized environment are required.
• Demonstrated experience in dealing with issues that affect operations, policy, funding, and budgets in a mid-to-large organization is required.
• Demonstrated ability to analyze, design, test, implement, and document complex solutions for assigned clients and/or systems is required.
• Ability to maintain sensitivity, understanding, and respect for a diverse academic environment is required.

Preferred Qualifications

• Relevant professional certifications in cybersecurity, governance, project management, IT service management, collaboration technologies, cloud communications, infrastructure, networking, and enterprise architecture are highly preferred.
• Examples include CISSP, CISM, CGEIT, CRISC, PMP, CAPM, Agile, ITIL, Microsoft Teams Administrator, Azure Solutions Architect Expert, and CCNP Enterprise.