Director of IT

Community College of Philadelphia; Philadelphia (Philadelphia County); On-site; USD 110,000 - 170,000; Full time

Job summary

Community College of Philadelphia is seeking a Director of Information Technology Support to lead the planning, delivery, and continuous improvement of the College's technology infrastructure and enterprise technology operations.

The role partners with College leadership to drive cybersecurity governance, risk management, cloud strategy, and IT service excellence while managing budgets, contracts, and staff to support student success and institutional effectiveness.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, MIS, Business Administration, or related field required.
• Master's degree preferred.
• Minimum seven (7) years of progressively responsible information technology leadership experience.
• Minimum five (5) years of supervisory or management experience leading technical teams.
• Experience in higher education, public sector, or similarly complex organizations preferred.
• Experience managing enterprise infrastructure, cloud technologies, cybersecurity programs, technology support, ITSM services, and vendor relationships preferred.
• Demonstrated knowledge and experience in creating and monitoring formal project plans required.
• Required skills and certifications: Microsoft 365 Administrator Expert, CCNA or equivalent.

Responsibilities

• Provide day-to-day planning, management, and administration of the College's IT Support solutions.
• Monitor and support cybersecurity initiatives including risk management, vulnerability remediation, and incident response.
• Provide strategic oversight of cloud-based technologies and enterprise applications.
• Establish, monitor, and improve IT service management processes and customer experience metrics.
• Collaborate with leadership to ensure compliance with FERPA, GLBA, ADA, cybersecurity regulations, and College policies.
• Develop and monitor KPIs, dashboards, and service metrics to support decision-making.
• Evaluate emerging technologies for potential to improve IT services and reduce costs.
• Develop and review IT procurement processes and technology plans with AVP ITS.

Skills

Leadership

Strategic planning

Cybersecurity governance

Vendor management

IT service management

Cloud technologies

Enterprise applications

Budget management

Project management

Stakeholder collaboration

Education

Bachelor's degree in IT/CS/MIS/Business

Master's degree preferred

Tools

Microsoft 365 Administrator Expert

CCNA

Job description

The Director, Information Technology Support, provides strategic and operational leadership for the planning, delivery, and continuous improvement of the College's technology infrastructure, support services, telecommunications and enterprise technology operations. In partnership with the Associate Vice President of Information Technology Services and other College leaders, the Director advances institutional goals through effective technology planning, cybersecurity governance, compliance, business continuity, vendor management and the implementation of innovative technology services and solutions. The Director leads and develops technical support staff, manages operational and capital resources, and promotes culture of collaboration, accountability, and exceptional customer service. By aligning technology services with the College's academic and administrative priorities, the Director ensures secure, reliable, and cost effective technology solutions that support student success, employee productivity, institutional effectiveness.

• Responsible for providing day-to-day planning, management, and administration of the College's Information Technology Support solutions; this includes research and development of proposed campus solutions, technical delivery, contract compliance, and effective resource management.
• Monitor and support institutional cybersecurity initiatives including risk management, vulnerability remediation, endpoint protection, access management, security awareness training, incident response and business continuity coordination efforts, and compliance with applicable regulatory requirements.
• Provide strategic oversight of cloud-based technologies, enterprise applications, collaboration platforms, and software-as-a-service solutions to ensure security, reliability, scalability, and operational effectiveness.
• Establish, monitor, and continuously improve IT service management processes, service level objectives, operational metrics, and customer experience initiatives utilizing industry best practices.
• Collaborate with institutional leadership to support compliance with applicable federal, state, and industry requirements including FERPA, GLBA, ADA accessibility standards, cybersecurity regulations, and College policies.
• Develop and monitor key performance indicators, operational dashboards, and service metrics t measure effectiveness, identify trends, and support informed decision-making.
• Evaluate emerging technologies including artificial intelligence, automation, analytics, and digital service innovations for their potential to improve institutional effectiveness, enhance IT services, and reduce operational costs.
• In collaboration with the AVP of ITS, and College management, develop and review all RFPs for the procurement of hardware and software for technology initiatives College-wide; assist in implementing the initiatives contained in the Technology Plan specific to the Technical Support Services area to enhance institutional effectiveness and cost efficiencies.
• In collaboration with the AVP of ITS assists in developing and administering ITS division processes and procedures, and disaster recovery and business continuity plans.
• Provide leadership, coordination, planning, and integrative management of the College-wide voice and data communications systems, telecommunications administration and support, and network/database administration; ensure that the voice and data infrastructure meets reliability and availability standards as stated in the College’s Technology Plan.
• In collaboration with the AVP of ITS, review, recommend, and implement policies, standards, and guidelines within the area of responsibility including classroom technology delivery and support.
• In collaboration with the AVP of ITS, develop, review and monitor contracts, consultants and relationships with Technical Support Services related vendors within the ITS division.
• Manage projects assigned by AVP of ITS by providing advice, guidance and problem-solving; coordinate with division managers, and direct and monitor the work of project teams to ensure project deliverables and timelines are met.
• Direct operations for Technical Support Services by executing production tasks according to a documented schedule that meets or exceeds customer expectations.
• Convey technology options and solution recommendations to AVP of ITS in support of ITS planning and development.
• In collaboration with the AVP of ITS and the Director of ERP, develop customer service initiatives based upon analysis of end user feedback data. Make recommendations for continuous improvement.
• In collaboration with the AVP of ITS, develop and manage operating and capital budget related to Technical Support services to support goals, functions, programs, and services.
• Coordinate with the College purchasing department on technology procurements; oversee lease replacement and maintenance schedules for asset management; monitor contracts, consultants, and relationships with vendors as related to Technical Support services.
• Provide strategic leadership, coaching, mentoring, accountability, and professional development opportunities for assigned staff while fostering a culture of innovation, collaboration, customer service excellence, continuous improvement, and operational effectiveness.
• In collaboration with the AVP of ITS, participate in the selection, evaluation and discipline of subordinate staff; establish and assign staff workload and projects, develop and monitor performance standards, conduct training and evaluate performance.
• In collaboration with the AVP of ITS, monitor new technologies and assess their potential for solving College-wide initiatives and/or delivery of new services.
• Deliver quality customer services to both internal and external constituents in a professional, helpful, and courteous manner.
• Participate in college-wide committees as directed by the AVP of ITS.
• Other duties as assigned.

• Bachelor's degree required in Information Technology, Computer Science, Management Information Systems, Business Administration, or related field. Master's degree preferred.
• Minimum seven (7) years of progressively responsible information technology leadership experience.
• Minimum five (5) years of supervisory or management experience leading technical teams.
• Experience in higher education, public sector, or similarly complex organizations preferred.
• Experience managing enterprise infrastructure, cloud technologies, cybersecurity programs, technology support, ITSM services, and vendor relationships preferred.
• Demonstrated knowledge and experience in creating and monitoring formal project plans required.
• Required skills and certifications: Microsoft 365 Administrator Expert, CCNA or equivalent
• The ability to meet deadlines and manage multiple and changing priorities in a fast-paced environment is required.
• Demonstrated ability to exercise good judgment in evaluating situations and making assessments for required decisions.
• Strong orientation to planning, customer service, assertive decision-making, and reconciling conflicting needs is required.
• Excellent oral and written communication skills and the ability to manage a full scope of services in a unionized environment are required.
• Demonstrated experience in dealing with issues that affect operations, policy, funding, and budgets in a mid-to-large organization is required.
• Demonstrated ability to analyze, design, test, implement, and document complex solutions for assigned clients and/or systems is required.
• Ability to maintain sensitivity, understanding, and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, ideological, and ethnic backgrounds is required.

Relevant professional certifications in cybersecurity, governance, project management, IT service management, collaboration technologies, cloud communications, infrastructure, networking, and enterprise architecture are highly preferred. Examples include CISSP, CISM, CGEIT, CRISC, PMP, CAPM, Agile, ITIL, Microsoft Teams Administrator, Azure Solutions Architect Expert, and CCNP Enterprise.