IT Support Director

The IT Support Director leads the delivery of IT support services across multiple university sites, ensuring seamless technical assistance and efficient operations.

• Service Delivery Management:
  • Establish a centralized service desk to handle support queries from all university stakeholders.
  • Develop SLAs for timely response and resolution across the university.
  • Maintain a knowledge base of FAQs and guides to empower users and streamline issue resolution.
  • Monitor service performance metrics and implement continuous improvements.
  • Log, categorize, prioritize, and escalate support tickets efficiently.
• User Support Services:
  • Deliver comprehensive technical support for hardware, software, operating systems, network connectivity, email systems, and university-specific platforms.
  • Implement user training programs and guides to enhance IT literacy.
  • Manage user IT accounts and access onboarding and offboarding processes.
  • Provide on-site and remote technical assistance as required.
• Event Support:
  • Plan, coordinate, and deliver technical support for IT services during conferences, webinars, meetings, and special events.
  • Ensure smooth operation of audio-visual equipment, video conferencing platforms, presentation tools, and network connectivity.
  • Provide pre-event technical consultation and support to organizers.
• Hardware Maintenance:
  • Manage repair and maintenance of IT hardware assets across all university sites.
  • Establish relationships with external repair vendors to ensure timely delivery service.
  • Implement preventative maintenance schedules to minimize hardware failures and downtime.
  • Maintain an inventory of spare parts and equipment for quick replacements.
• Site Support (Local Responsibility):
  • Be the primary point of contact for IT-related issues at designated university sites.
  • Ensure stable operation of local network infrastructure, including switches, routers, and wireless access points.
  • Maintain local IT infrastructure rooms and coordinate infrastructure upgrades or changes.
• Vendor Management:
  • Manage relationships with IT support vendors, including hardware suppliers, software providers, and external support services.
  • Evaluate vendor performance, negotiate contracts, and ensure compliance with service agreements.
  • Stay updated on emerging technologies and vendor offerings to enhance IT support operations.
• Procurement and Inventory:
  • Participate in the procurement process by providing technical specifications and recommendations.
  • Manage receipt, inventory, and deployment of new IT equipment across all university sites.
  • Ensure strict compliance with university procurement policies and procedures.
• Reporting and Documentation:
  • Develop comprehensive reports on IT support services, including service desk statistics and user attendance tracking.
  • Prepare status reports and presentations for the Head of IT and other stakeholders.
  • Maintain documentation of IT support processes, configurations, and troubleshooting guides.
• Communication and Collaboration:
  • Attend regular team meetings and stakeholder discussions to address emerging IT needs.
  • Maintain clear communication with users, IT team members, vendors, and university management.
  • Cultivate a collaborative environment within the IT support team.
• Team Leadership and Development:
  • Recruit, train, supervise, and mentor IT support team members.
  • Set performance goals, conduct evaluations, and provide feedback and coaching.
  • Delegate tasks effectively to optimize team efficiency.
• Continuous Improvement:
  • Identify opportunities for improvement in IT support services and implement solutions.
  • Stay informed about emerging IT trends, technologies, and best practices.
  • Contribute to the development and execution of the university's overall IT strategy.

Requirements:

• Bachelor's degree in computer science, information technology, or a related field (Master's degree preferred).
• Proven experience (typically 5+ years) in managing IT support teams and delivering IT support services in a complex, multi-site environment.
• Strong technical knowledge across a wide range of hardware, software, and networking technologies.
• Excellent understanding of IT helpdesk best practices and service management frameworks.
• Demonstrated experience in managing vendors and IT procurement processes.
• Exceptional problem-solving, analytical, and troubleshooting skills.
• Excellent communication, interpersonal, and presentation skills.
• Strong leadership, team management, and organizational skills.
• Ability to work independently and as part of a team.
• Customer-centric approach with a strong focus on user satisfaction.
• Experience in the higher education sector is desirable.