Director, Office of Technology Services

Tyler Junior College; Tyler (TX); On-site; USD 120,000 - 180,000; Full time

Job summary

Tyler Junior College seeks a Director of IT Operations to lead its IT Infrastructure, Systems, Network, VOIP, WAP, Endpoint, and AV support teams. You will work with CIO and Deputy CIO to set strategic technology direction and ensure secure, reliable delivery of systems across campus.

The role oversees end-user support, incident management, and technology modernization, aligning with college goals and industry standards. A strong background in leadership and collaboration is essential.

Qualifications

• Bachelor's degree in computer science or related field required.
• Eight years of information technology experience required.

Responsibilities

• Partner with CIO and Deputy CIO to develop enterprise-wide strategic technology roadmap.
• Oversee management of technology infrastructure, support services, and resources.
• Direct planning, deployment, and lifecycle support of AV, network, servers, storage, and endpoints.
• Expand end-user support operations, escalation workflows, and incident response.
• Develop and implement technology refresh plans and policies with campus stakeholders.

Skills

Leadership

Strategic planning

Vendor management

IT operations

Team development

Education

Bachelor's degree in computer science or related field

Job description

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, root-cause analysis, and user impact mitigation during major outages or service disruptions.
• Collaborate with peers and department contacts to develop and implement technology refresh plans and maintain usage policies, including end-user hardware/software standards, device imaging, and configuration management.
• Participate in long-range planning of end-user, operational systems, and support activities by applying technical expertise and understanding the College’s current and future structure and business needs. Lead planning for end-user and operational technology modernization initiatives.
• Review and recommend training and development plans for Operational teams. Provide technical expertise and mentoring to other IT Services and Support staff, especially in end-user support areas such as troubleshooting, customer service, endpoint security, and device management.
• Document procedures and processes for the IT Operational teams and regularly review and update these documents as necessary. Ensure teams follow documented procedures, especially in end-user support workflows such as incident resolution, request fulfillment, and device provisioning.
• Along with the Deputy CIO and CIO, evaluate, plan, implement, and establish the operation of new technologies. Review drawings and consult with architects and engineers on remodel and building projects to ensure each facility has the necessary operational infrastructure and end-user technology accommodations. Interact with campus colleges and departments to support their needs and ensure continuity of operations.
• Oversee the development, maintenance, and regular testing of campus technology backups and disaster recovery plans, ensuring considerations for end-user continuity and workstation recovery.
• Review and recommend RFP contract verbiage as it pertains to information technology, including software licensing, endpoint procurement, and managed service agreements that support end-user operations.

COMPETENCIES

Knowledge, Skills, and Abilities

• Creates a positive, professional, service-oriented work environment for faculty and staff supporting TJC’s mission and core values statement.
• Must be able to work effectively as a member of leadership and other relevant teams.
• Completes training and adheres to our standard of promptly providing a high level of service and respect to internal or external customers.
• Maintains knowledge of and complies with organizational standards, policies, and procedures of the TJC Employee Handbook.
• Maintains complete knowledge of office services and the use of all relevant office equipment, computers, and manual systems.
• Maintains strict patient and employee confidentiality in compliance with all regulatory laws.
• Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.

SUPERVISORY RESPONSIBILITIES

Direct Supervision

Work Environment:

Work may be required outside of normal business hours, including travel, shift work, weekend, holidays, or on-call

Physical Demands:

Sitting, walking, standing, lifting, driving

Travel Required:

Yes - Minimal

If travel is required, the candidate must have and maintain a current, valid Texas driver’s license and an acceptable driving record.

Required Education

Bachelor's degree in computer science or related field

Required Experience

Eight years of experience in Information Technology with applicable experience.

Preferred Certifications

Operational technical-related certifications

Span of Authority / Control

• Decisions made independently by this position: Decisions regarding the day-to-day activities for OTS Operations.
• Decisions referred to the supervisor or other individual: Broad, strategic decisions about the vision and direction of the College and the strategic direction of OTS will be referred to the CIO

Regulations

• Federal, state, institutional, or other types of regulations that influence job responsibilities.
  • All federal/state laws and requirements will drive solutions performed by the incumbent.

EXPECTATIONS

• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities are subject to change at any time, with or without notice.
• Will have contact – in person, by email, or by phone – with staff, students, and the general public.
• Must exhibit a sensitivity to and an understanding of the diverse academic, socio-economic, cultural, and ethnic backgrounds of staff and students and to staff and students with disabilities.
• Regular and punctual attendance is an essential function of each employee.