TBR | The College System of Tennessee

We have an opening for a Director of Technical Services at our Chattanooga State campus!

Our Purpose - We support and empower everyone in our community to learn without limits.

Our Values:

We cultivate a welcome and caring environment. 

We care about the well-being of each other.

We instill trust through integrity and transparency.

We encourage fearless innovation and resilience.

We collaborate to build a better future.

Our Mission - We are Chattanooga State, a dedicated team that delivers accessible, innovative learning opportunities that surpass expectations.  Together, we enrich the lives of students, and their families; develop a talented workforce; and partner with our community to lead boldly into the future

SUMMARY
The Director of Technical Services plays a critical role in developing and maintaining a highly skilled technical support team. This position jointly supervises the Client Services Specialists alongside the Director of Media Services, with both directors reporting to the Assistant Vice President of Client Services. Each director serves as a subject matter expert in their respective area and leads the Continuous Training Plan (CTP) within their domain.

A major focus of the role is the development and implementation of the Continuous Training Plan, which accounts for at least half of the Director's responsibilities. The Director will establish a formal curriculum to train Client Services Specialists in the fundamentals of Technical Services, ensuring objective evaluation and certification. The ultimate goal is for all Specialists to advance through the levels of Specialist I, II, and III, with the College retaining a fully trained and certified team.

Additionally, the Director’s responsibilities align directly with the College’s Strategic Themes, as outlined below.

POSITION OBJECTIVES

Holistic Student Support

• Develop and maintain self-service resources for students, faculty, and staff to resolve common technical issues.
• Implement a process to ensure faculty receive immediate technical assistance when unable to teach due to technical issues.
• Coordinate with help desk leadership to proactively address recurring user issues and enhance support services.

Teaching Excellence

• Design, maintain, and continually update a structured curriculum for training Client Services Specialists.
• Provide ongoing training and periodic retraining for Specialists to ensure proficiency in assigned technical skills.
• Evaluate Specialists’ mastery of curriculum content using objective criteria.
• Stay informed about emerging software and hardware solutions relevant to higher education, particularly community colleges.

Program Innovation

• Oversee the deployment, maintenance, and optimization of hardware and software solutions across the institution.
• Collaborate with the server team on complex technical issues requiring cross-functional expertise.
• Establish and implement a structured schedule for system maintenance and upgrades to ensure optimal performance.
• Lead the development and management of self-service technical support resources for campus users.

Fiscal Stewardship

• Collaborate with the Assistant Vice President of Client Services on budget planning and project management.
• Manage the Technical Services budget, ensuring efficient allocation of resources.
• Work with inventory control personnel to maintain an accurate inventory of hardware, accessories, and software licenses.
• Stay informed about cost-effective emerging technologies that align with institutional needs and budgetary constraints.

Organizational Culture

• Collaborate with team members to execute assigned projects effectively and efficiently.
• Work closely with the Director of Media Services to ensure cohesive leadership of the shared Client Services Specialists team.
• Participate in the evaluation of Client Services Specialists in partnership with the Director of Media Services.
• Foster a culture of ongoing professional development, encouraging continuous learning and skill enhancement.
• Implement regular maintenance schedules to minimize system downtime and improve operational efficiency.

and other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge:

• IT Infrastructure: Comprehensive understanding of hardware and software deployment and maintenance, particularly in an education setting.
• Emerging Technologies: Up-to-date knowledge of new software, hardware, and technological trends in the education sector, with an emphasis on solutions that enhance teaching and operational efficiency.
• Curriculum Development: Strong knowledge of curriculum development for training technical staff, including methods to ensure ongoing relevancy and effectiveness.
• Budgeting and Resource Management: Understanding of fiscal stewardship, including budgeting, cost management, and responsibility for assets.
• Customer Support Best Practices: Expertise in building and promoting a customer-centric support culture

Skills:

• Leadership and Team Management: Proven ability to lead teams while fostering collaboration across departments.
• Communication and Collaboration: Strong communication skills to effectively collaborate with senior leadership, technical staff, and other stakeholders, ensuring alignment with organizational goals and projects.
• Project Management: Skilled in managing multiple projects simultaneously, including hardware and software deployment, maintenance schedules, and team projects, ensuring timely and efficient execution.
• Technical Problem Solving: Proficient in troubleshooting, analyzing data to identify trends, and collaborating with server teams and other technical units to address and resolve complex issues.
• Training and Development: Ability to design and deliver technical training programs, continually evaluate staff performance, and provide ongoing professional development opportunities.

Abilities:

• Strategic Thinking: Ability to contribute to divisional strategic planning by identifying opportunities for technological improvements and innovations, particularly in support of teaching and operational excellence.
• Data-Driven Decision Making: Capacity to analyze help desk data, identify trends, and make informed decisions to improve support services and prevent recurring issues.
• Holistic Support Mindset: Ability to promote a culture of holistic support within the team, ensuring that faculty, staff, and students receive comprehensive and timely assistance.
• Adaptability: Ability to remain flexible and responsive to the evolving needs of the organization, including adapting to new technologies and processes that improve efficiency and service quality. 

QUALIFICATIONS

            Associate degree, or equivalent experience
            Minimum of 3 years’ experience leading technical teams
            Preferred experience with Microsoft Intune and/or Autopilot

Salary Range: $69,312 - $86,640

All applicants must submit a resume and cover letter. 

*Pay will be determined based on experience and education in accordance with the salary guidelines of the Tennessee Board of Regents. To ensure consideration, all relevant work experience must be included in the application.*