Director, Technology Services, Rowan-Virtua School of Osteopathic Medicine Information Resource

Director, Technology Services
* INTERNAL (Rowan IRT Division) APPLICANTS ONLY*

Rowan-Virtua School of Osteopathic Medicine

Location: Stratford, NJ

Department: Information Resources & Technology

Reports to: Senior Director, Technology Services and Asset Management

Rowan University is seeking a Director of Technology Services to provide operational leadership for technology services supporting the Rowan-Virtua School of Osteopathic Medicine. Reporting to the Senior Director of Technology Services & Asset Management, this position is responsible for coordinating, delivering, and continuously improving technology services across the RV‑SOM campuses.

This role works closely with RV‑SOM leadership, faculty, staff, and students to ensure that technology services are responsive, reliable, well‑coordinated, and aligned with University‑wide IRT standards. The Director oversees Tier 2 support operations and works closely with Tier 1, infrastructure, classroom technology, asset management, academic application support, and other IRT teams.

The Director serves as IRT’s primary operational representative to the Rowan‑Virtua School of Osteopathic Medicine and as the main technology services presence for the Stratford and Sewell campuses.

The position is responsible for staff supervision, service quality, stakeholder communication, academic and instructional technology coordination, departmental budget oversight, process improvement, and technology project execution.

• Serve as IRT’s primary Technology Services representative to RV‑SOM leadership, faculty, staff, and students, maintaining strong working relationships and ensuring that campus technology needs are understood, communicated, and addressed.
• Oversee daily operations of Tier 2 technical support for RV‑SOM, including service delivery, incident response, request fulfillment, staff coordination, and customer service quality.
• Supervise, mentor, and support assigned Technology Services staff, including performance management, workload coordination, professional development, and accountability for service outcomes.
• Partner with IRT teams to support classroom, instructional, and audio‑visual technology, including installations, upgrades, lifecycle planning, troubleshooting, event readiness, and service continuity.
• Collaborate with Tier 1 Support leadership to identify recurring support issues, improve knowledge base content, strengthen handoffs, and reduce avoidable escalations.
• Oversee support of academic applications used by RV‑SOM faculty, staff, and students, including coordination of access, troubleshooting, vendor escalation, user support, and communication with application owners and central IRT teams.
• Work with the Senior Director of Asset and Technology Services to develop, implement, and evaluate Tier 2 service objectives, operational standards, and process improvements.
• Align RV‑SOM Tier 2 operations with University‑wide IRT practices, including standard support models, documentation expectations, escalation paths, and service management processes.
• Promote consistent use of Service Now and other approved IRT tools for incident management, request fulfillment, asset tracking, project coordination, service reporting, and operational visibility.
• Monitor service trends, customer feedback, incident patterns, academic support needs, and operational metrics to identify opportunities for improvement.
• Participate in Rowan’s Problem Management process by communicating technical issues, documenting recurring problems, supporting root cause analysis, and helping implement corrective actions.
• Manage the departmental budget for Technology Services SOM under the direction of IRT leadership, including budget planning, expense tracking, purchasing coordination, and fiscal accountability for assigned services and projects.
• Coordinate technology projects for RV‑SOM and other University locations as assigned, ensuring that project work is planned, communicated, documented, and completed in alignment with IRT standards.
• Work with the Assistant Director of Asset Management to support the University’s trade‑in, inventory, and asset lifecycle programs for…