Director of Technical Services

Title: Director of Technical Services

Division: Finance and Administration

Department: Information Technology

FLSA Status: Exempt

Salary Range: 95,000 - 98,000

Position Summary

The University of Southern Indiana is accepting applications for Director of Technical Services.

Provide strategic leadership, operations, and service management for the service desk and tier one support of USI technology. This position oversees the USI IT Service Desk and technical operations for audio-visual services. Technical services staff assist students, faculty, and staff with technical issues and requests, and collaborates with other areas of Information Technology to resolve more complex problems. The Director oversees computer and audio-visual replacement, installation, and upgrades for the university. Participates in strategic planning, goal setting, and implementing plans for Information Technology.

Duties/Responsibilities 

• Provides leadership and guidance for Technical Services area including projects, tasks, and initiatives.
  
  
• Manage the processing of incoming calls and service requests to ensure timely, courteous, and effective resolutions of end user issues.
  
  
• Oversee development and communication of help sheets, usage guides, and knowledge base articles for end users.
  
  
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
  
  
• Prepares lifecycle and capacity management/planning of audio-visual equipment and other operational technology.
  
  
• Leads the implementation, management, and delivery of IT services within an ITSM (Information Technology Service Management) framework.
  
  
• Develop and manage Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes.
  
  
• Responsible for management of audio-visual upgrade projects and planning.
  
  
• Analyze performance of Service Desk, Desktop Support, and Audio-Visual activities and resolutions, identify problem areas, and implement solutions to enhance quality of service.
  
  
• Participates in the Office of Information Technology strategic planning and project planning.
  
  
• Perform other job-related duties as assigned.

Required Knowledge and Skills

• Ten years of technical support experience required.
  
  
• Bachelor’s degree in computer science, computer information systems, management information systems, or related field.
  
  
• Professional and management experience must demonstrate increasing level of responsibility and supervision of staff.
  
  
• Strong oral and written communication skills and professional manner dealing with faculty, staff, students, and vendors required.
  
  
• Strong customer service experience.
  
  
• Attention to detail, accuracy, and efficiency during both slow and peak periods.

About USI    

The University of Southern Indiana is a public higher education institution located on a beautiful 1,400-acre campus in Evansville, IN. We offer employees exceptional benefits! Benefits for this position include:

• Affordable medical, dental, vision, life and short term and long-term disability insurance plans.
• Retirement plan where the University makes the total contribution equivalent to 11% of annual salary.
• Full tuition fee waiver for employees/75% for spouses and dependent children.
• Vacation and sick time
• Holiday pay
• Free access to Recreation, Fitness & Wellness Center.
• Access to on-campus University Health Center and Dental Hygiene Clinic.

For more information about the benefits that USI offers, please visit www.usi.edu/hr/benefits.

 

  Application Process   Click “Apply Now!” near the top right of this page to complete an application and upload application materials to the attention of the Search Committee Chair. Application materials should include:   Resume, Cover Letter  

Search Committee Chair:

If you have questions about the open position, please contact Stacy Draper, search committee chair, at stacy.draper@usi.edu

Best Consideration Date:

For best consideration, please submit materials by March 13, 2026.

Pre-Employment Screening

A background check will be required