Director - Platform Services

Primary

Location:

9700 Wade Boulevard, Frisco, Texas, 75035

Ensure quality and responsive services through management and delivery of ongoing preventative maintenance, assessment, and proactive monitoring of the Collin College cloud hosted SaaS productivity platforms, Identity Access Management systems, and physical server and storage infrastructure. Will provide technical guidance and support with the direction and leadership of the Technical Services leadership. Responsible for a mission critical service requiring stability, reliability, and performance optimization.

• Provide leadership, oversight, coaching, mentoring, and performance management for cloud hosted platform engineering and operations, and staff in the support of Microsoft 365, Zoom, Identity and Access Management, and physical and VMWare virtual server platforms.
• Establish work priorities and allocate departmental resources to balance operational support and strategic initiatives.
• Ensure adherence to best practices and proven methodologies to promote continuous information operations and the integration of new value-added technical services and technology.
• Provide subject matter expertise and technical direction for on-premises and cloud hosted productivity services.
• Develop departmental goals, objectives, key performance indicators (KPIs), and service metrics aligned with institutional priorities.
• Develop and maintain automation or systems and services that contribute to the efficiency of platform services.
• Work with general contractors and project managers to ensure system(s) implementation, enhancement, and maintenance tasks proceed according to construction project timelines.
• Maintain documentation on all systems to record new equipment installed, new sites, and changes to server configuration.
• Develop and maintain standard operating procedures.
• Design, implement, and maintain physical and virtual IT systems by assessing the business needs of organization.
• Ensure the confidentiality, integrity and availability of platform services.
• Oversee vendor relationships regarding maintenance, contract deliverables, support and operations of all platform services.

Perform other duties as assigned. Perform all duties to maintain all standards in accordance with college policies, procedures, and Core Values.

• Strong knowledge of IT Service Management (ITSM) principles, change management, incident management, problem management, and service delivery best practices.
• Knowledge and experience with physical server, storage platforms (SAN, VMware, Azure) and certificate services.
• Knowledge and experience with cloud hosted productivity and identity management platforms (M365, Zoom, Azure, AD/EntraID, SSO)
• Knowledge and experience with backup/recovery system functions
• Expert troubleshooting skills with integrated systems.
• Excellent oral, written, and interpersonal communication and presentation skills.
• Ability to facilitate problem-solving among administrative groups with varying needs and priorities, and to communicate well with administrative users, technical staff, and senior management.
• Ability to establish and monitor Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and operational metrics.

Familiarity with higher ed data mandates including FERPA, HIPAA, CJIS, and Texas State DIR security frameworks.

Medium Work - Exerting up to 50 pounds of force occasionally, up to 20 pounds of force frequently, and/or up to 20 pounds of force constantly having to move objects. Positions in this class typically include talking, hearing, seeing, grasping, standing, walking and repetitive motions, stooping, kneeling, crouching, and reaching, plus climbing and balancing. Incumbents may be subjected to moving mechanical parts, odors, dust, poor ventilation, chemicals, oils, extreme temperatures, inadequate lighting and intense noises.

Occasional exposure to unpleasant environmental conditions and/or hazards. Occasional outside work. Occasional physical effort required.

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