Description
Skills
Education
Company Description
The Assistant Director of Service Operations provides leadership for all client-facing technology support functions at Massachusetts College of Art and Design (MassArt). The role coordinates helpdesk operations, endpoint lifecycle management, and user support using an integrated service approach that leverages IT service management principles.
As a working manager, this position provides hands-on technical leadership for complex issues while maintaining primary responsibility for supervising staff, managing daily operations, and implementing defined service strategies. The Assistant Director contributes to the planning and execution of Client Services strategies and operations roadmaps. Working collaboratively with IT leadership, The Assistant Director ensures that processes and procedures for endpoint support services align with administrative and instructional requirements, institutional policies, regulatory compliance, and best practices and standards.
At least 5 years of progressive experience in IT service operations, client services, or endpoint management.
Minimum 2 years of supervisory and management experience in a technology support environment.
Demonstrated experience using and managing endpoint management tools such as Microsoft Intune, JAMF, KACE, or similar.
Prior experience with service management software and strong understanding of IT Service Management (ITSM) principles and frameworks (e.g., ITIL).
Experience with device lifecycle management, patching, and endpoint security.
Experience with business productivity applications (e.g. Google Docs, Microsoft Office) and digital media, art and design applications (e.g., Adobe Creative Cloud software, Apple Pro applications, Autodesk, etc.)
Familiarity with security best practices, accessibility standards, and regulatory compliance (FERPA, GDPR, etc.).
Understanding of budget planning and vendor management for hardware/software procurement.
Experience managing projects with project management tools or PM certifications (e.g., PMP, CAPM, or Agile methodologies).
Excellent leadership, communication, and collaboration skills.
Ability to manage multiple priorities and projects in a fast-paced academic environment.
Experience in higher education, public sector, or similarly complex organizational environments.
Demonstrated knowledge of Windows Active Directory administration and Group Policy.
Prior experience with Apple Device Enrollment Program (DEP), Apple iOS and MacOS configuration profiles, Apple Configurator, disk images, LDAP directory services, Active Directory and Jamf
Prior experience with Windows endpoint management and deployment platforms (e.g., System Center Configuration Manager (SCCM), Windows Deployment Services, KACE, Intune, etc.)
Prior experience with enterprise encryption products, anti-virus and anti-malware products
Bachelor's degree in Computer Science, Information Technology, or a related field
Massachusetts College of Art and Design (MassArt), is the nation's first and only independent, free-standing public college of art and design in the country. MassArt is an inclusive community of thinkers, doers, makers, educators, innovators and leaders striving to shape the future through art and design. We've spent 150 years demonstrating the truly amazing things that happen when a world-class art and design education is an option for every deserving student. Located in Boston's hub of arts and culture along the Avenue of the Arts, MassArt enrolls 2,000 students and offers a comprehensive range of undergraduate and graduate degrees in 18 disciplines, as well as continuing education and youth programs.
MassArt strives to be a model of diversity and inclusion; the campus community reflects the layers of cultural and self-identity that proudly make up our region, nation, and world. We build effective partnerships with co-workers throughout the College by freely sharing appropriate information and providing assistance to all and maintain an environment that is welcoming to persons of all backgrounds, nationalities, and roles.
Position Overview
Company
Massachusetts College of Art and Design
Location
Boston, MA
Job Type
Full time
Salary
$90,000 to $108,000
Apply Now
Position Details
The Assistant Director of Service Operations provides leadership for all client-facing technology support functions at Massachusetts College of Art and Design (MassArt). The role coordinates helpdesk operations, endpoint lifecycle management, and user support using an integrated service approach that leverages IT service management principles.
As a working manager, this position provides hands-on technical leadership for complex issues while maintaining primary responsibility for supervising staff, managing daily operations, and implementing defined service strategies. The Assistant Director contributes to the planning and execution of Client Services strategies and operations roadmaps. Working collaboratively with IT leadership, The Assistant Director ensures that processes and procedures for endpoint support services align with administrative and instructional requirements, institutional policies, regulatory compliance, and best practices and standards.
At least 5 years of progressive experience in IT service operations, client services, or endpoint management.
Minimum 2 years of supervisory and management experience in a technology support environment.
Demonstrated experience using and managing endpoint management tools such as Microsoft Intune, JAMF, KACE, or similar.
Prior experience with service management software and strong understanding of IT Service Management (ITSM) principles and frameworks (e.g., ITIL).
Experience with device lifecycle management, patching, and endpoint security.
Experience with business productivity applications (e.g. Google Docs, Microsoft Office) and digital media, art and design applications (e.g., Adobe Creative Cloud software, Apple Pro applications, Autodesk, etc.)
Familiarity with security best practices, accessibility standards, and regulatory compliance (FERPA, GDPR, etc.).
Understanding of budget planning and vendor management for hardware/software procurement.
Experience managing projects with project management tools or PM certifications (e.g., PMP, CAPM, or Agile methodologies).
Excellent leadership, communication, and collaboration skills.
Ability to manage multiple priorities and projects in a fast-paced academic environment.
Experience in higher education, public sector, or similarly complex organizational environments.
Demonstrated knowledge of Windows Active Directory administration and Group Policy.
Prior experience with Apple Device Enrollment Program (DEP), Apple iOS and MacOS configuration profiles, Apple Configurator, disk images, LDAP directory services, Active Directory and Jamf
Prior experience with Windows endpoint management and deployment platforms (e.g., System Center Configuration Manager (SCCM), Windows Deployment Services, KACE, Intune, etc.)
Prior experience with enterprise encryption products, anti-virus and anti-malware products
Bachelor's degree in Computer Science, Information Technology, or a related field
Massachusetts College of Art and Design (MassArt), is the nation's first and only independent, free-standing public college of art and design in the country. MassArt is an inclusive community of thinkers, doers, makers, educators, innovators and leaders striving to shape the future through art and design. We've spent 150 years demonstrating the truly amazing things that happen when a world-class art and design education is an option for every deserving student. Located in Boston's hub of arts and culture along the Avenue of the Arts, MassArt enrolls 2,000 students and offers a comprehensive range of undergraduate and graduate degrees in 18 disciplines, as well as continuing education and youth programs.
MassArt strives to be a model of diversity and inclusion; the campus community reflects the layers of cultural and self-identity that proudly make up our region, nation, and world. We build effective partnerships with co-workers throughout the College by freely sharing appropriate information and providing assistance to all and maintain an environment that is welcoming to persons of all backgrounds, nationalities, and roles.
