The Director of Client Technology Services (CTS) provides primary user technology support for the university. The position serves as the primary point of contact for customer service for most university clients and as the conduit to services provided by other Information Technology Services (ITS) departments. The position provides oversight for the operation of the ITS Help Desk, support of desktop software, management of end-user device environments used throughout the university, and management of upgrade cycles for classroom, computer lab, and faculty and staff technologies. The Director provides support for audio/visual, classroom automation, presentation and instructional hardware, and video conferencing systems. CTS provides first-level identity management and network access control services, first-level telephony support, first-level support for specific applications, and first- and second-level learning management system support. The department staffs computer labs, manages the student technician program, supports special events, and works with other units to address special technology requirements. This is a leadership position requiring a broad range of communication, planning, and management skills and broad technical knowledge.
The Director reports to the Associate Vice Chancellor of Information Technology and Deputy Chief Information Officer (Deputy CIO). The Director works with the leadership of Information Technology Services (ITS) to provide the end-user technology support required to fulfill the university's mission, and provides infrastructure support for other departments within the division.
Primary Function of Organizational Unit:
Information Technology Services (ITS) strengthens and supports the University's mission of exemplary teaching and learning, scholarly and creative research, and effective engagement and public service by providing the information technology infrastructure, software, hardware and support to achieve the University's strategic goals. ITS is composed of six departments which work with the university community to provide the information technology support and services required to realize operational excellence, integrate advanced technology and create efficient and effective technology solutions.
Internal job number: 009025
-10 years of experience in client support, desktop management and technology support roles, including 5 years with primary responsibility for management of enterprise applications and desktop management environments. -5 years of experience in a management position leading technical professionals. -Significant technical knowledge of enterprise device management and desktop security. -Significant demonstrated experience in process design and development, service management, and planning. -Knowledge of networks, telephony, servers, virtualization, applications management, directory systems, identity management systems, audio/visual equipment, classroom automation systems, and video conferencing systems. -Demonstrated strong customer service orientation, experience in partnering with other units, and fostering a team spirit within the department. -Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community. -An advanced degree related to the duties and responsibilities of the position. -A combination of education and experience will be considered in lieu of advanced degree requirements.
-Significant technical knowledge of enterprise management applications, including the ability to remotely deploy software and patches, manage anti-malware systems, and conduct scans for misconfigured or unpatches devices. -Significant technical knowledge in computer image creation, including experience in the design, testing, deployment, and assessment of images. -Significant technical knowledge of server, storage and virtualization systems, including the ability to manage virtual environments supporting server and desktop clients. -Knowledge of directory, authentication, access control, and identity management systems, such as Microsoft Active Directory and Active Directory Federation Services, Shibboleth and Lightweight Directory Access Protocol (LDAP) servers. -Knowledge of network and system management and monitoring platforms including Microsoft System Center Configuration Manager (SCCM), Group Policy Objects (GPO) and Nagios. -Knowledge of Cisco Call Manager and Unified Communications systems including the ability to troubleshoot and resolve telephone issues and identify call routing problems. -Knowledge of technologies and standards to meet ADA compliance for special needs, including experience in deploying and supporting assistive technologies in classrooms, computer labs, offices and other spaces. -Knowledge of Office 365, G Suites or similar systems and ability to develop plans to test, market and support applications found within these systems. -Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community. -Knowledge of service management principles including experience in the identification and collection of metric data and implementation of process improvements, service catalogs, and workflow management. -Knowledge of business continuity, disaster recovery, and system recovery including the ability to design a first-level responder plan for the user community. -Experience with design and layout of instructional spaces such as classrooms, computer labs and meeting area to support pedagogical approaches of faculty. -Experience with managing technology design and deployment during construction or renovation projects in a higher education setting. -Ability to create budgets for equipment purchases and forecast costs into future years. -Experience with project management principles and enterprise-wide project implementation. -Experience in the development of annual plans, and development of project goals and objectives. -Ability to provide effective and appropriate guidance to clients in the assessment and development of technology systems and solutions. -Knowledge of current trends and developments in information technology. -Skill in effectively organizing resources and establishing priorities.
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Applicants seeking Veteran's Preference must attach a DD 214 form. Certificate of Release or Discharge from Active Duty with your application during the process of applying to the job posting.
Final candidates are subject to criminal and sex offender background checks.
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North Carolina Agricultural and Technical State University is one of the nation’s most highly respected doctoral research, land-grant institutions. With an enrollment of almost 11,000 students, we are committed to fulfilling our mission through exemplary undergraduate and graduate instruction, scholarly and creative research, and effective public service. As a member of the A&T family you will be an integral part of its history and future – joining more than 1,800 current faculty and staff. You will be expected to be a leader and mentor. You will influence the minds that will affect our world. As a change agent, you will use your intellect and influence to make a positive impact on the greater A&T community. A&T will be more than your job, it will become your passion—and that commitment to yourself and others will last a lifetime. Because that’s what Aggies Do!
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