POSITION SUMMARY:

The Director of Campus Technology Support is a strategic and operational leader responsible for delivering exceptional IT support services to the Morningside University community. This role oversees the Help Desk, desktop support, endpoint management, and classroom technology support, ensuring a seamless and responsive user experience. The Director will lead a team of IT professionals, foster a culture of service excellence, and collaborate across departments to align support services with institutional goals.

• Leadership & Strategy
• Develop and execute a comprehensive support services strategy aligned with the university’s IT roadmap.
• Lead, mentor, and manage a team of support staff and student workers.
• Establish and monitor key performance indicators (KPIs) to ensure high-quality service delivery.
• Operational Management
• Oversee daily operations of the IT Help Desk and end-user support team.
• Ensure timely resolution of incidents, service requests, and technical issues.
• Manage endpoint lifecycle, including deployment, maintenance, and retirement.
• Customer Experience
• Champion a user-centric support model that emphasizes responsiveness, empathy, and continuous improvement.
• Conduct regular satisfaction surveys and implement feedback-driven enhancements.
• Serve as an escalation point for complex or high-impact support issues.
• Collaboration & Communication
• Partner with academic and administrative departments to understand and support their technological needs.

· Work closely with the IT team members to develop IT infrastructure strategy and long-term planning based on institutional objectives.

• Coordinate with infrastructure, applications, and cybersecurity teams to ensure cohesive service delivery.
• Communicate service updates, outages, and initiatives clearly and effectively to stakeholders.
• Technology & Innovation
• Evaluate and implement tools to improve support efficiency (e.g., remote support, knowledge bases).
• Stay current with emerging technologies and trends in IT support and higher education.
• Implement, manage and maintain network systems, including:
• Physical network devices and network infrastructure
• Network infrastructure devices and services (DNS, network registration, domain controllers, servers, security applications and appliances)
• The campus email system
• Configuration management
• Executes enterprise computing security practices and controls according to university policies, higher education compliance requirements and industry best practices
• Performs day-to-day management of the IT virtual infrastructure and storage area network
• Performs day-to-day management of the IT cloud-based systems and infrastructure
• Monitors services and network devices to ensure data availability, data integrity, network stability, and secure network operations
• Budget & Resource Management
• Develop and manage the support services budget, including equipment, and software.
• Optimize resource allocation to meet service demands and strategic priorities.
• Hire, manage and mentor the Student Workers to efficiently and effectively support the technical needs of the University community.
• Policy & Documentation

· Develop and maintain support documentation, knowledge base articles, and standard operating procedures.

· Ensure compliance with university IT policies and data security standards.

• Knowledge, skills, and abilities:
• Strong analytical skills and attention to detail
• Ability to interact professionally and effectively across all levels of an organization to resolve technical support issues
• Demonstrated ability to manage technical staff
• Excellent verbal and written communications skills
• Ability to read, interpret, and apply technical documentation
• Perform job duties with the utmost integrity and adherence to institutional policy
• Ability to maintain a reliable and methodical approach to the support and documentation of complex computer and network systems
• Thorough knowledge of Windows Server operating systems
• Knowledge of LDAP and Microsoft Active Directory
• Education and Experience:
• Associates degree in Networking, Computer Science, Information Systems, or other appropriately related field.
• Demonstrated progressive experience in the management of enterprise computing and network environments

Job Type: Full-time
Pay: $68,000.00 - $70,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Ability to Commute:

• Sioux City, IA 51106 (Required)

Ability to Relocate:

• Sioux City, IA 51106: Relocate before starting work (Required)

Work Location: In perso