Here at Ellucian, we are motivated by a mission ~ the power of education to transform lives and change the world.  We are the global market leader in EdTech for Higher Education, serving more than 2,900 customers and reaching over 22 million students in 50+ countries.  We are dedicated to helping Higher Ed thrive by transforming their institutions to agile, digitally connected campuses that enable student success.

About the Opportunity

As the Director of Technical Services, you will direct, and coordinate activities of workers engaged in supporting networking and systems administration operations for a managed services client Community College.  In this role, you will support the CIO and other leadership by directly managing Ellucian IT staff at the customer location to appropriately set expectations and meet deliverables.  You will be responsible for administration of the client’s IT Technical Services Team budgets and the overall operations of these areas. 

Where you will make an impact 

• Work directly with the CIO to maintain strategic direction of Technical Services operations and focus on customer satisfaction.
• Oversee day-to-day production issues, act as escalation point to resolve urgent and/or complex client issues and manage client expectations.
• Provide leadership and employee management, including skill evaluation and remediation planning.
• Coordinate tasks and staff assignments based on established priorities to promote efficient operation.
• Collaborate with the Applications Director to plan and maintain maximum availability of the College’s ERP system.
• Meet with subordinates and supervisors to discuss progress of work, resolve problems, and ensure that standards and quality of work are met.
• Develop practices and procedures, based on industry best practices, necessary to carry out day-to-day technical operations to enhance business continuity at the client location.
• Assist in developing high-level annual and/or multi-year tactical plans.
• Provide input to college committees as required.
• Oversee all phases of technology design and implementation in construction projects including but not limited to planning, attending regularly scheduled progress meetings, and directing onsite staff and/or contractors with the installation of all technology.
• Provide project implementation oversight to ensure standards for quality and quantity of work are met.
• Establish change management processes, as needed, for coordinating technology upgrade and maintenance activities with all business units.
• Work in collaboration with the CISO to evaluate data security profile and make recommendations for improvement.
• Evaluate new software or hardware requests and make cost-effective recommendations based on industry standards, cost/benefit analysis, and compatibility with existing environment, software, or hardware.
• Provide overall operational direction and management regarding the network, datacenters, Microsoft Active Directory, Microsoft O365, Mobile Technology, telephony, and server support services to the institution.
• Adjust hours of work, priorities, and staff assignments to maintain efficient operations based on workload.
• Consult with software and hardware vendors and other personnel to solve problems impeding effective operations.
• Direct and coordinate activities around Disaster Recovery and Business Continuity.
• Manage budget and procurement for networking, telephony, and system administration area of IT.

What you will bring

• 7+ years of experience in the Information Technology field; or equivalent combination of education and experience leading IT technology initiatives in a college or university environment.
• 5+ years in Management of a Technical Services department.
• Excellent Communication and presentation skills – written and oral.
• Strong planning and organizational skills.
• Proficient decision-making and time management skills.
• Strong leadership abilities with a collaborative approach to problem-solving, including use of remote teams/staff.
• Technical staff management and team-building experience – staff of 3 or more.
• Ability to participate on non-technical committees and represent the status of technical projects in language that academic and administrative staff can easily understand.
• Experience with Cisco networking equipment; vendor certifications desirable.
• Experience with VoIP system changes desirable.
• Project management experience – complex implementations or upgrades involving coordination of multiple vendors or departments, with a project budget greater than $100,000. Able to take initiative and responsibility for projects; promote teamwork and collaboration between Client and Ellucian staff.
• Experience in maintaining multiple IT budgets.
• Experience with enterprise-level server and network support products and management of a large 3,000 + node network.
• Experience with managing Microsoft Active Directory, DNS, SCCM, and Office 365.
• Stress-management skills.
• Ability to quickly establish rapport and build client trust.
• Outgoing, friendly, passionate, patient, and responsiveness traits.
• Formal Project Management training and/or certification.
• Formal ITIL or other standards-based training and/or certification.
• Report Development – ability to pull statistics out of various monitoring tools and appliances and create high-level client-facing reports on system status.
• Process and Policy development for all areas of IT including but not limited to Security, Provisioning, Acceptable Use, Refresh, etc.
• Experience in a leadership role that included: staff mentoring, directing staff professional development, conflict resolution, and hiring.

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off  
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & Bright Plan - to help you save for the future
• Parental Leave 
• Charitable leave – 40 hours/year
• Telemedicine
• Wellness
  
  • Ginger (mental health)
  • Wellbeats (virtual fitness classes)
• Rethink & Wellthy– caregiver support
• Diversity and inclusion programs which provide access to internal employee resource groups 
• Tuition Reimbursement Assistance 
• Professional development opportunities

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