Reporting directly to the Executive Director of Information Technologies, the Director serves as a leader within the Information Technologies Department regarding customer service, communications, and effective problem resolution for supported products and services. Serves as an advisor to the Executive Director of Information Technologies on college-wide Service Desk/customer support, IT Service Management (ITSM) platform, and ITIL framework alignment. The Director of Service Management is directly responsible for the supervision of Service Desk staff, providing direction and attaining support objectives; is proactive in maintaining a high degree of contact with users to respond quickly to their needs and has a special focus on quality assurance, satisfaction, and productivity; has a key role in communicating changes in processes and procedures to end-users and Service Desk staff in a clear and timely manner; leads the adoption of ITSM functionality in alignment with the ITIL framework; works with Information Technologies staff to support college information systems, data communications, computer and voice networks, and telecommunications.

Hiring range = $88,418.82 - $98,243.14 annual salary depending upon a combination of education and experience. Excellent benefits include Medical, Dental, Vision, Life Insurance, Pet insurance, retirement contribution, tuition reimbursement, annual & sick time, mental health resources, healthy lifestyle benefits, affordable transitional housing may be available to the successful candidate based on eligibility and availability, relocation if applicable.

Education and experience sufficient for the rigors of the position. Examples may include a Bachelors and two years related experience, or equivalent education and experience that will provide the necessary knowledge, skill and abilities to perform the functions of the position. 

Supervisory experience essential. Industry Certifications preferred. Knowledge of the ITIL framework and experience implementing ITIL (or similar) standards in a Help Desk environment.

Strong background in technology including experience with enterprise and higher education software such as Workday and Ellucian Colleague preferred; Experience supporting technology via service/help desk or call center required; Familiarity with current desktop and mobile operating systems required; Familiarity with VoIP telephony and modern video conferencing platforms preferred; Experience providing direct support to end users of Microsoft and Google productivity suites required; Demonstrated supervisory experience required; Excellent oral and written communications skills, including effective listening required; Demonstrated organizational and team building skills preferred; Ability to train groups and individuals required; Ability to work individually and as part of a team required.

Welcoming. Innovative. Focused on Student Success. These values reflect the soul of CMC. They guide us in building our teams, cultivating leaders, and expanding our approaches and mindset. They guide us to be an institution of higher education that’s the right fit for every faculty member, staff, student, collaborative partner, and community member in our trust. Applicants must demonstrate a commitment to working effectively with students, employees, and community members of all backgrounds.

Bilingual (English/Spanish) or conversational language abilities strongly preferred.

To Apply: Please submit the required letter of interest, resume, and list of three professional references. CMC is an EOE committed to diversifying its workforce.