Careers

Director of IT Support and Outreach

Apply now Job no: 493081
Work type: Staff (Full-Time)
Location: Orlando, FL, Winter Park, FL
Categories: Information Technology
Division: Business and Finance

FLSA Status:

Exempt

Service Months:

12

Position Summary:

The Information Technology Department at Rollins College is seeking a service-oriented Director of IT Support and Outreach.

Primary responsibilities include: 

  • Supervise and mentor members of the Help Desk and Inventory team and provide a positive working environment.
  • Assess, prioritize, and manage stakeholder support needs.
  • Partner with all other IT teams and other campus departments to coordinate service.
  • Serve as a high-level software/hardware resource for the campus and main escalation point for customer service related issues.
  • Coordinate all user-facing communications including maintenance notifications and proactive outreach.
  • Take ownership of all external facing IT resources and communication channels including the IT website, IT knowledgebase, and social media presence.
  • Oversee student employee hiring, training, and evaluation department-wide.
  • Manage end-user focused computer lifecycle including vendor relationships, purchasing, and distribution.
  • Supervise the maintenance, training, and usage of Help Desk ticketing software department-wide.
  • Develop, track, and report all support related KPI’s for the department.
  • Coordinate and/or teach training classes for faculty, staff and students as needed.
  • Responsible for enabling and holding assigned staff accountable for upholding the Rollins Service Philosophy & Standards.
  • Promote and represent IT to internal and external audiences in a positive and professional manner. 

Information Technology provides computing, networking, and technical support services to the Rollins community. To learn more about the IT Department, please click here

Education and Experience Required:
  • College degree preferred or relevant work experience.
  • A minimum of 5 years of experience in a Help Desk environment, with progressively greater responsibility is required. College Help Desk environment is preferred.
  • Experience with software support and technical experience with communication systems and networks required.
  • Extensive experience with mobile computing devices is strongly preferred.
  • Ability to supervise and mentor professional staff members to produce a strong team-oriented environment.
  • Collaborative leadership style.
  • Ability to work with peers within and outside of Information Technology to solve campus problems and provide excellent customer service.
  • Extensive knowledge of widely used hardware, software, applications, peripherals, and emerging technologies in both the Mac and Windows environments that apply to the educational environment is required.
  • Knowledge of mobile computing and telephone environments, including VoIP.
  • Ability to work effectively with frustrated and difficult users to solve problems.
  • Ability to manage large-scale upgrades in hardware and software.
  • Ability to manage a complex workload, set priorities and use good judgment in determining services and support.
  • Excellent verbal and written communication skills are highly preferred.
Total Compensation Package:
Rollins offers a competitive salary plus generous benefits package featuring: 
  • 5 Weeks Paid Time Off (PTO)
  • 11 Paid Holidays plus College Closure Days
  • Comprehensive Insurance Benefits - Medical, Dental, Vision, Life
  • 100% Funded Health Reimbursement Account
  • 100% Long and Short Term Disability
  • Employer Retirement Contribution
  • Award-Winning Wellness Program
  • FREE On-Site Parking
  • Discounted Meal Plan
  • FREE access to campus amenities (ex. gym, library)
  • FREE Full Tuition Waiver after one year for employees, spouses, domestic partners and dependents
Work Environment:

 

  • Working in-person on campus, customer-facing environment.
  • Typical work hours are 8:30am – 5:00pm weekdays, but this role requires flexibility, including some evening/weekend hours and regular and emergency call-out as needed

To learn more about Rollins effort about the College’s response to COVID-19, please click here.

Instructions to Applicants:

To apply, please submit an application and upload the following materials:

  1. Cover Letter
  2. Resume

Screening of applications will begin immediately and continue until the position is filled.

Our Values:

 

Rollins seeks to foster and to model a campus environment that is welcoming, safe, and inclusive to all of our administrators, faculty, staff, and students. We view differences (e.g. nationality, race, gender, age, sexual orientation, socioeconomic class, physical ability, learning styles, perspectives, etc.) not as obstacles to be overcome but as rich opportunities for understanding, learning, and growth.

Through its mission, Rollins College is firmly committed to creating a just community that embraces multiculturalism; persons from historically under-represented minority groups are therefore encouraged to apply. Rollins does not discriminate on the basis of sex, disability, race, age, religion, color, national or ethnic origin, ancestry, marital status, veteran status, sexual orientation, gender identity, gender expression, genetic information, physical characteristics, or any other category protected by federal, state, or local law, in its educational programs and activities. 

 

Advertised: Eastern Standard Time
Applications close:

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