Director, Technical Services

We have an opening for a Director of Technical Services at our Chattanooga State campus!

Our Purpose - We support and empower everyone in our community to learn without limits.

Our Values:

We cultivate an inclusive environment.

We care about the well-being of each other.

We instill trust through integrity and transparency.

We encourage fearless innovation and resilience.

We collaborate to build a better future.

Our Mission - We are Chattanooga State, a dedicated team that delivers accessible, innovative learning opportunities that surpass expectations.  Together, we enrich the lives of students, and their families; develop a talented workforce; and partner with our community to lead boldly into the future

SUMMARY
The Director of Technical Services plays a critical role in developing and maintaining a highly skilled technical support team. This position jointly supervises the Client Services Specialists alongside the Director of Media Services, with both directors reporting to the Assistant Vice President of Client Services. Each director serves as a subject matter expert in their respective area and leads the Continuous Training Plan (CTP) within their domain.

A major focus of the role is the development and implementation of the Continuous Training Plan, which accounts for at least half of the Director's responsibilities. The Director will establish a formal curriculum to train Client Services Specialists in the fundamentals of Technical Services, ensuring objective evaluation and certification. The ultimate goal is for all Specialists to advance through the levels of Specialist I, II, and III, with the College retaining a fully trained and certified team.

Additionally, the Director’s responsibilities align directly with the College’s Strategic Themes, as outlined below.

POSITION OBJECTIVES

Holistic Student Support

• Develop and maintain self-service resources for students, faculty, and staff to resolve common technical issues.
• Implement a process to ensure faculty receive immediate technical assistance when unable to teach due to technical issues.
• Coordinate with help desk leadership to proactively address recurring user issues and enhance support services.

Teaching Excellence

• Design, maintain, and continually update a structured curriculum for training Client Services Specialists.
• Provide ongoing training and periodic retraining for Specialists to ensure proficiency in assigned technical skills.
• Evaluate Specialists’ mastery of curriculum content using objective criteria.
• Stay informed about emerging software and hardware solutions relevant to higher education, particularly community colleges.

Program Innovation

• Oversee the deployment, maintenance, and optimization of hardware and software solutions across the institution.
• Collaborate with the server team on complex technical issues requiring cross-functional expertise.
• Establish and implement a structured schedule for system maintenance and upgrades to ensure optimal performance.
• Lead the development and management of self-service technical support resources for campus users.

Fiscal Stewardship

• Collaborate with the Assistant Vice President of Client Services on budget planning and project management.
• Manage the Technical Services budget, ensuring efficient allocation of resources.
• Work with inventory control personnel to maintain an accurate inventory of hardware, accessories, and software licenses.
• Stay informed about cost-effective emerging technologies that align with institutional needs and budgetary constraints.

Organizational Culture

• Collaborate with team members to execute assigned projects effectively and efficiently.
• Work closely with the Director of Media Services to ensure cohesive leadership of the shared Client Services Specialists team.
• Participate in the evaluation of Client Services Specialists in partnership with the Director of Media Services.
• Foster a culture of ongoing professional development, encouraging continuous learning and skill enhancement.
• Implement regular maintenance schedules to minimize system downtime and improve operational efficiency.

and other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge:

• IT Infrastructure: Comprehensive understanding of hardware and software deployment and maintenance, particularly in an education setting.
• Emerging Technologies: Up-to-date knowledge of