Director of IT Support and Outreach

  • Rollins College
  • Winter Park, FL, USA
  • Nov 04, 2022
Full time Computer & Web Services, Info Technology Deans & Directors

Job Description

Director of IT Support and Outreach

Job no: 493394
Work type: Staff (Full-Time)
Location: Orlando, FL, Winter Park, FL
Categories: Information Technology
Division: Business and Finance

Will YOU Join Us?
The Information Technology Department at Rollins College is seeking a Director of IT Support and Outreach to join their team! The Director of IT Support and Outreach coordinates the IT Support team, who provides primary support to Rollins' students, faculty, and staff for technical needs including delivering and configuring primary computers and lab machines; adjusting or troubleshooting hardware, software, accounts and more; and providing classroom technology and event support. This role is responsible for orchestrating both targeted and campus-wide messaging for IT announcements and issues, and fostering an environment of productive two-way communication.

Rollins is the best college in Florida, but don't just take our word for it. See what the experts are saying. Explore all of the ways Rollins is top ranked—from our academic excellence and expert faculty to our unparalleled campus and one-of-a-kind study abroad opportunities.

For the 14th consecutive year, Rollins College has been named a "Great College to Work For"! Be a part of the Rollins experience and find a place where you belong. Ready to join us?

Our Service Excellence Philosophy:
At Rollins, we strive to be responsive, respectful, collaborative, competent, and inclusive in all that we do. Whether serving prospective or current students, alumni, local residents, or our fellow faculty and staff colleagues, these standards define the Rollins service experience.

Benefits & Perks:
25 Days - Paid Time Off (vacation, sick and personal time)
10 Days - Paid Holidays
5 Days - Paid College Closure Days
Eligible for Medical, Prescription, Dental & Vision Insurances (within 30 days of hire)
100% Employer-Funded Health Reimbursement Account ($125+/month)
100% Employer-Paid Short & Long Term Disability Insurance
Domestic Partner Benefits
11.5% Employer Retirement Contributions
Discounted On-Campus Dining Meal Plans
FREE On-Campus Parking
FREE Access to Campus Amenities (gyms, pools, library, sporting events and more)
FREE Full Tuition for Employees and their Families
Pet Insurance
100% Employer-Funded Employee Assistance Program
Flexible Spending Accounts
Award-Winning Wellbeing Programs: Blue Rewards, Rally Dollars, Hinge Health Musculoskeletal Coaching
Plus More!

Additional Perks:
Local & National Discount Programs, including Winter Park Locations (i.e. shops, restaurants, gift cards and more)
FREE E-Training Courses & Professional Development Opportunities
IT Software & Laptop Discounts (Apple, Lenovo, and more)
College Bookstore Discounts
Annual Service Awards & Recognition Programs
Discover what it's like to live in Orlando: Live, Work, Play and Learn
Plus More!
Rollins offers a competitive salary.

Job Summary:
Supervise and 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
Guide 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
Collaborate with Instructional Design and Technology to coordinate and/or teach training classes for faculty, staff and students as needed
Promote and represent IT to internal and external audiences in a positive and professional manner

Minimum Qualifications and Education:
A minimum of 5 years of experience in a College Help Desk environment, with progressively greater responsibility.
Experience assessing and triaging a range of hardware, software, network, and account issues in an enterprise environment.
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.
Familiar with daily use of ITSM ticketing solutions in an ITIL-informed environment.
Knowledge of mobile computing and telephone environments, including VoIP.
Collaborative leadership style.
Ability to supervise and mentor professional staff to produce a strong team-oriented environment.
Ability to work with peers within and outside of Information Technology to solve campus problems and provide excellent customer service.
Ability to work effectively with frustrated and difficult users to solve problems.
Ability to manage communication and support for 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 required.

Preferred Qualifications:
Bachelors degree in an IT related discipline.

Work Environment:
Campus-based position, working in an indoor office environment and outdoor working environment; required to carry work phone.
Work requires visual strain, as well as occasional strenuous activity involving moderate lifting, bending, stooping, stretching, standing and walking.
Typical work hours are Monday-Friday, 8:30am – 5:00pm, but this role requires flexibility, including some evening/weekend/holiday hours and regular and emergency call-out as needed.

Instructions to Applicants:

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

About Rollins College:
Rollins is committed to fostering a diverse and inclusive campus community, and the College celebrates the open exchange of ideas within a climate of civility and mutual respect. We view differences—from race and ethnicity to sexual orientation and political perspectives—as rich opportunities for understanding, learning, and growth. to learn more, please click here.

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.

FLSA Status: Exempt

Service Months: 12

Advertised: 25 Oct 2022 Eastern Daylight Time
Applications close:

To apply, please visit:

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