Director of IT Service Management and Endpoint Solutions

Director of IT Service Management and Endpoint Solutions

Reporting to the Vice President of Information Technology, the Director of IT Service Management and Endpoint Solutions provides leadership for the IT Services department, a department within the Division of Information Technology. This position is responsible for providing leadership for enterprise service management, endpoint experience, and technology support operations at Grand Rapids Community College. Responsibilities include the ongoing development and management of the College’s Information Technology Support Desk, Desktop Support, Endpoint Management and IT Service Management teams while ensuring scalable, user‑centered support services, operational excellence, and continuous service maturity across IT Services.

This role leads enterprise service management strategy, participates in governance committees, and cross‑functional process improvement initiatives that align technology services with institutional priorities. As part of the IT Leadership Team, the Director must effectively communicate and collaborate with leadership, faculty, and staff across the College to support strong partnerships between IT and the campus community.

• Lead technology support operations, service delivery, user experience, and continuous improvement initiatives.
• Provide leadership for incident, problem, request, and knowledge management practices to improve service quality and organizational effectiveness.
• Oversee service management and endpoint management platforms, standards, procedures, and documentation to support operational excellence and continuous service improvement.
• Develop and utilize service metrics, dashboards, customer feedback, and operational reporting to support decision‑making, continuous improvement, and an enhanced end‑user experience.
• Manage the IT Services budget and optimize resource utilization to meet customer satisfaction goals within budget targets.
• Lead team recruitment, hiring, supervision, staff development, coaching, performance management, and succession planning.
• Monitor emerging technologies, industry trends, and evolving best practices to assess opportunities, risks, and implications for the College.
• Develop and maintain collaborative partnerships with senior leadership, academic departments, administrative units, faculty, and other IT teams to align technology services with institutional goals.
• Provide leadership and direction for the Support Desk, Desktop Support, Endpoint Management, and IT Service Management teams.
• Contribute to and provide leadership in the creation and review of the IT service catalog, goals, priorities, and department plan.
• Lead IT maintenance and outage communications, ensuring timely, effective, and customer‑focused communication regarding technology services.
• Support institutional disaster recovery, business continuity, audit, and compliance activities as assigned.
• Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position.
• Perform other related duties as assigned.

• Bachelor’s degree in Computer Science, Information Technology, or equivalent.
• ITIL, KCS, HDI, project management, organizational change management, or related IT service management certifications preferred.

• Minimum of 5 years direct supervisory experience is required.
• Minimum of 5 years progressive leadership experience in IT service management, endpoint operations, customer support, enterprise technology services, or related areas.

• Working knowledge of endpoint management, device lifecycle management, enterprise deployment tools, and modern endpoint administration practices.
• Demonstrated ability to develop high‑performing teams and foster a culture of accountability, collaboration, and continuous improvement.
• Ability to lead technology support operations and continuously improve service delivery.
• Experience leading enterprise service management initiatives, workflow optimization, or business process improvement.
• Experience working within shared governance or…