BASIC REQUIREMENT(S):
- Must be a Christian and a member of a church that holds to Jesus Christ as Lord and
Savior, believing in the New and Old Testaments of the Holy Bible.
- Knowledge and level of competency commonly associated with the completion of a
baccalaureate degree in a course of study related to the occupational field.
- Experience sufficient to thoroughly understand the work of subordinate positions to
be able to answer questions and resolve problems, usually associated with at least five
years of experience or service.
GENERAL OBJECTIVES:
- The IT Support Center Director plays a vital role in facilitating efficient and effective
technical and client support services for the organization. This position involves direct,
hands-on management of tech and client support activities, collaborating with other
internal teams and stakeholders, and ensuring timely resolution of all production
issues. The IT Support Center Director serves as the direct central point of contact for
clients and internal teams on support-related inquiries. The director acts as a liaison
between clients, technical support staff, and other departments.
QUALIFICATIONS:
- Preferred experience: 8 - 12 years with at least 2 years' experience managing a
support team.
- Bachelor's degree in business administration, computer science, or a related field.
- Previous experience in a tech and client support or coordination or management
role within a SaaS/technology solutions team.
- Excellent communication skills, both written and verbal, with the ability to articulate
technical concepts to non-technical individuals.
- Problem-solving skills and the ability to analyze information to identify root causes
and recommend appropriate solutions.
- Strong organizational and time management skills, with the ability to prioritize and
multitask effectively.
- Client-centric mindset with a strong focus on delivering exceptional client service.
- Proficiency in using support tools and systems, such as ticketing systems, and
knowledge bases.
- Detail-oriented with the ability to maintain accurate records and documentation.
- Decision-making abilities with a client-centric mindset.
- Ability to work well in a team environment, collaborating with colleagues and
stakeholders at various levels.
- Flexibility and adaptability to work in a fast-paced and dynamic environment.
- ITIL certification is a plus.
SPECIFIC RESPONSIBILITIES:
- Strategic Planning and Leadership
o Develop and implement strategic plans for IT support in alignment with
University goals.
o Foster continuous learning and development; provide mentorship and
career development.
o Oversee budget planning for the IT Support department.
o Monitor support/ticket queues, providing timely responses, updates, and
resolutions.
o Coordinate support activities, manage hand-offs, meetings, and support
roster.
o Evaluate support metrics (response time, resolution time, client satisfaction,
ticket volume) to identify improvements.
o Build and manage the tech and client support teams.
o Ensure closure of all production and client tickets.
o Ensure compliance with University policies and legal/regulatory
requirements regarding data security and privacy.
o Develop and implement training programs for support staff.
o Develop and implement training programs for end users.
- Communication and Collaboration
o Collaborate with cross-functional teams to facilitate knowledge sharing,
client communication, and issue resolution.
o Maintain regular client communication, providing updates and ensuring
high satisfaction.
o Update stakeholders on tech issues.
o Act as a liaison between clients and internal teams, conveying feedback and
needs.
o Build and maintain positive client relationships.
o Lead or participate in IT projects affecting the support function, ensuring
successful implementation.
- Documentation and Knowledge Management
o Maintain accurate records of client interactions, support activities, and
resolutions.
o Develop and maintain knowledge bases, FAQs, and support documentation.
o Analyze feedback and support data to identify trends and improvements.
o Document and update processes and procedures.
o Identify opportunities for process improvement and efficiency gains.
o Demonstrate continuous improvement based on support metrics.
o Encourage innovative approaches within the Support team.
o Participate in team meetings to discuss challenges and propose solutions.
o Stay updated with product knowledge, industry trends, and emerging
technologies.
o Follow up with clients to ensure satisfaction and gather feedback.
- Additional Responsibilities
o Direct supervision over Phone Support Specialists (2) and Hardware
Deployment Specialists (2).
o Advise the Associate Vice President on campus technology support needs.
o Perform related duties as assigned.
WORK SCHEDULE:
This is a full-time position with regular office hours between 8:00 a.m. – 5:00 p.m., Monday
– Friday, but occasionally flexible hours will be required in the evenings and Saturdays.
WORK LOCATION:
This position will work on the main campus, located at 3000 Mountain Creek Parkway,
Dallas, TX 75211.
Requirements:
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