IT Director

Ivy Tech Community College is currently accepting applications for an IT Director. This role will be responsible for covering two service areas within Ivy Tech. The service areas include the Madison campus, the Lawrenceburg campus, and the Batesville site.

General purpose and scope of position:

Under the direction of the Executive Director of IT Operations, the IT Director will provide leadership over the technical staff responsible for IT service delivery; maintain a high level of service excellence; and participate in budgeting, capital equipment processes, and quality improvement activities for the organization. The IT Director will meet scheduled milestones to ensure project/program objectives are met in a timely manner; and implement and adhere to college-wide technical policies, objectives, and methods. All activities will be conducted with an appreciation and respect for the diversity of people, styles, and views.

Major Responsibilities:

• Oversee and support all aspects of IT operations and service delivery within the assigned service area
• Provide technical advice on technology-related services that fall outside the scope of OIT, and where appropriate, engage IT support staff to provide additional support
• Work alongside campus leadership to improve IT service delivery; serve as the point of contact between campus leadership and OIT
• Create and maintain an atmosphere of customer service excellence
• Manage change control processes in accordance with college-wide change control processes as it applies to IT services
• Manage hardware and software assets in accordance with statewide procedures
• Recruit, manage, and supervise IT support staff
• Participate in the IT budgeting process and direct expenditures for computer and technology services
• Manage team projects, utilizing best practice project management methodologies, to a successful conclusion
• Create and maintain a team atmosphere, and project plans as appropriate
• Support the daily IT operations; work with the Executive Director of IT Operations to provide leadership that promotes and supports compliance of the statewide goals of OIT
• Directs, tracks, delegates, and reviews the IT helpdesk requests and incidents to ensure that they are resolved in a timely manner and within the Service Level Agreement (SLA)
• Review individual helpdesk requests and incidents of team members to ensure that all items are resolved accurately, on time, and the communication documented is complete and respectful
• Provide coaching to correct IT helpdesk cases and incident behavior that falls out of compliance, and communicate directly with customers to promote excellent customer service standards
• Facilitate assistance from statewide teams or supervisors as needed to escalate an incident when it falls outside of the scope of the IT support team
• Strong leadership, including management of a team, that promotes and supports compliance with the statewide goals of OIT
• Provide continual leadership and coaching to all members of the team, both direct and indirect reports
• Where appropriate, serve on campus cabinets and boards
• Maintain communication with the IT System Administrator(s) and IT Network Administrator(s) as needed to service the local campus needs
• Serve as the team lead on one or more statewide OIT teams as needed

The above list of duties is not to be construed as an exhaustive list. Other duties logically associated with the position may be assigned.

Education:

Bachelors degree in an IT-related field required

Experience and skills:

Required

• 3 to 5 years of supervisory experience supporting IT environments, including but not limited to, management of a team, hardware asset management, budget management, configuration management, and software distribution
• Excellent customer service, organizational, and leadership skills
• Must have excellent written, oral, interpersonal, and presentation communication skills and the demonstrated use of initiative and organizational abilities with both technical and team management
• Demonstrated ability and experience to lead and manage a diverse team of professionals and create effective programs to maintain staff skills and provide guidance to ensure that career goals and objectives of staff are met
• Ability to manage multiple strategic projects and objectives, meet deadlines, and track them continuously under minimal supervision. Provide leadership to the team to promote similar traits.
• Ability to use discretion and confidentiality with access to sensitive data and local administrative access to all desktop equipment and data in the environment for the purpose of support
• Ability to frame issues based on policy implications associated