POSITION SUMMARY:
The Director of Technical Services is responsible for the overall mission of the Technical Services department to include Technology Advancement & Support (TAS) Technicians and the Support Center in providing Tier 1 (help desk) and Tier 2 (on-site diagnosis and repair) levels of support. This position coordinates the installation, maintenance and upgrade of Audio/Video (A/V) equipment, computer and data communications equipment and software for faculty, academic computer labs, and staff. Responsibilities include supervising Technical Services and Support Center staff to ensure timely and quality service for all clients. The position will coordinate and work with the other divisions within the Information Services Division to support technical requirements, schedules and priorities of the Technical Services staff.
The Director of Technical Services will provide leadership and direction to the Technical Services department to ensure that:
- Oversight is provided for TAS Technicians and Support Center staff, ensuring prompt and effective Tier 1 (help desk) and Tier 2 (on-site diagnosis and repair) support for faculty, staff, and students.
- Technical Services and Support Center schedules and priorities are aligned to balance workloads effectively across the department, ensuring timely service delivery.
- The installation, maintenance, and upgrade of A/V equipment, computer systems, and data communications are coordinated to meet the needs of faculty, academic computer labs, and staff, with a focus on reliability and performance.
- Technical Services staff work in close collaboration with other divisions within the Information Services Division to support technical requirements, project schedules, and the strategic goals of the department.
- High standards of service quality and client satisfaction are maintained through the supervision and development of Technical Services and Support Center staff, ensuring that all clients receive responsive and professional technical support.