Director of IT Service Management and Endpoint Solutions

About the role

The Director of IT Service Management and Endpoint Solutions provides leadership for the IT Services department within the Division of Information Technology at Grand Rapids Community College.

Responsibilities

• Lead technology support operations, service delivery, user experience, and continuous improvement initiatives.
• Provide leadership for incident, problem, request, and knowledge management practices to improve service quality and organizational effectiveness.
• Oversee service management and endpoint management platforms, standards, procedures, and documentation to support operational excellence and continuous service improvement.
• Develop and utilize service metrics, dashboards, customer feedback, and operational reporting to support decision-making, continuous improvement, and an enhanced end-user experience.
• Manage the IT Services budget and optimize resource utilization to meet customer satisfaction goals within budget targets.
• Lead team recruitment, hiring, supervision, staff development, coaching, performance management, and succession planning.
• Maintain and develop collaborative partnerships with senior leadership, academic departments, administrative units, faculty, and other IT teams to align technology services with institutional goals.
• Contribute to and provide leadership in the creation and review of the IT service catalog, goals, priorities, and department plan.
• Lead IT maintenance and outage communications, ensuring timely, effective, and customer-focused communication regarding technology services.
• Support institutional disaster recovery, business continuity, audit, and compliance activities as assigned.

Essential Functions

• Regular attendance during normal scheduled hours is required.
• Being present is essential for serving customers and performing the essential functions of this position.

Job Specifications

• Minimum of 5 years direct supervisory experience is required.
• Minimum of 5 years progressive leadership experience in IT service management, endpoint operations, customer support, enterprise technology services, or related areas.
• Working knowledge of endpoint management, device lifecycle management, enterprise deployment tools, and modern endpoint administration practices.
• Demonstrated ability to develop high-performing teams and foster a culture of accountability, collaboration, and continuous improvement.
• Ability to lead technology support operations and continuously improve service delivery.
• Experience leading enterprise service management initiatives, workflow optimization, or business process improvement.
• Experience working within shared governance or higher education environments preferred.
• Ability to develop operational metrics, dashboards, and executive level reporting.
• Demonstrated ability to lead cross-functional initiatives and build collaborative stakeholder relationships.
• Strong written and verbal communication skills with the ability to translate technical concepts for diverse audiences.
• Willingness to maintain or acquire relevant certifications, training, or professional development.
• Understanding of FERPA, HIPAA, and related privacy and security standards.

Physical Demands

• Sitting or standing for long periods of time while maintaining focus.
• Able to work on a computer for extended periods of times, including typing, using a mouse, viewing a screen to complete tasks.
• Able to occasionally lift and carry equipment up to 25 pounds.

Mental Demands

• Able to make sound and timely decisions, weighing various options and considering long-term implications.
• Able to analyze complex issues, identify root-causes, and develop innovative solutions.
• Able to efficiently manage time and prioritize tasks.

Working Conditions

• GRCC will comply with any mandated health and safety requirements.