Director, Office of Technology Services

The Director of IT Operations directs, plans, and manages activities of TJC’s Information Technology Infrastructure, Systems, Network, VOIP, WAP, Endpoint, and AV support teams to ensure reliable, effective, efficient, and secure delivery of technology systems to all areas of the College. This position will collaborate with all departments of IT Services and the academic, research, and administrative leadership across the College in the development and implementation of enterprise-wide IT strategy.

Identifies changes and trends in technology and communicates impacts and consequences to the CIO. Works with the CIO and the Deputy CIO to develop long-term information technology needs and contributes to setting the strategic direction of TJC’s information technology organization; ensures technical innovation and influences strategic business decisions regarding the use of technology. Develops and maintains key IT vendor relationships in support of critical platforms and services.

• Partner with the CIO and Deputy CIO to develop the enterprise-wide strategic technology roadmap and design innovative technology strategies. Develop vision, long- and short-term planning, and build relationships with customers and service providers. Work across organizational boundaries to establish procedures, policies, and solutions. Stay abreast of new technology, industry trends, and vendor solutions.
• Oversee the management and short- and long-range direction of the technology infrastructure, support services functions, and technological resources.
• Lead teams responsible for Voice & Data Networks;
  Servers & Storage;
  Data Center Facilities & Operations;
  Scheduling & Monitoring;
  Cloud Computing Strategy & Architecture;
  Endpoint technologies for end-user platforms, including desktop/laptop hardware, mobile devices, software deployments, and user productivity tools.
• Direct the planning, deployment, and lifecycle support of audio-visual technology for campus learning and collaboration spaces—including classrooms, meeting rooms, offices, and event venues—to ensure high-quality presentation, conferencing, and instructional capabilities.
• Expand and oversee end-user technical support operations and functions, Tier 2 and 3 escalation workflows, endpoint lifecycle management, desktop engineering, software distribution, user onboarding/offboarding technical processes, and troubleshooting standards. Ensure consistent delivery of high-quality technical support across all campus locations.
• Assist and collaborate with other departments on emerging technologies, articulating their applicability to the future of the College. Promote innovation and the adoption of IT enablers that support academic, business, and administrative offices.
• Hire and develop capable operational team employees. Perform reviews, manage time off and coverage, and coordinate employee work assignments. Ensure staff maintain current technical knowledge, including end-user support for best practices, by providing regular training and professional development opportunities.
• Coordinate with other IT teams and provide exceptional service to customers throughout the campus. Attend relevant meetings and participate in planning or presentation activities at the team or leadership levels. Ensure issues are communicated effectively and resolved promptly, including end‑user‑impacting incidents.
• Act as the ultimate technical escalation point and first functional/hierarchical escalation point for Server, Network, and Endpoint teams. Assist in resolving complex infrastructure and end‑user support issues and provide guidance or solutions as appropriate.
• Serve as part of the incident response team as the Major Incident Manager, ensuring coordination of communications,…