Director, Technology Services, Rowan-Virtua School of Osteopathic Medicine Information Resources & Technology (Internal Applicants Only)

Rowan University is seeking a Director of Technology Services to provide operational leadership for technology services supporting the Rowan-Virtua School of Osteopathic Medicine. This position coordinates, delivers, and continuously improves technology services across the RV-SOM campuses, ensuring alignment with University-wide IRT standards. The Director serves as IRT’s primary operational representative to RV-SOM and oversees Tier 2 support operations, working closely with Tier 1, infrastructure, classroom technology, and other IRT teams.

About the role

This role works closely with RV-SOM leadership, faculty, staff, and students to ensure technology services are responsive, reliable, and well-coordinated. The Director is responsible for staff supervision, service quality, stakeholder communication, academic and instructional technology coordination, departmental budget oversight, process improvement, and technology project execution.

Responsibilities

• Serve as IRT’s primary Technology Services representative to RV-SOM leadership, faculty, staff, and students, maintaining strong working relationships and ensuring campus technology needs are understood, communicated, and addressed.
• Oversee daily operations of Tier 2 technical support for RV-SOM, including service delivery, incident response, request fulfillment, staff coordination, and customer service quality.
• Supervise, mentor, and support assigned Technology Services staff, including performance management, workload coordination, professional development, and accountability for service outcomes.
• Partner with IRT teams to support classroom, instructional, and audio-visual technology, including installations, upgrades, lifecycle planning, troubleshooting, event readiness, and service continuity.
• Collaborate with Tier 1 Support leadership to identify recurring support issues, improve knowledge base content, strengthen handoffs, and reduce avoidable escalations.
• Oversee support of academic applications used by RV-SOM faculty, staff, and students, including coordination of access, troubleshooting, vendor escalation, user support, and communication with application owners and central IRT teams.
• Work with the Senior Director of Asset and Technology Services to develop, implement, and evaluate Tier 2 service objectives, operational standards, and process improvements.
• Align RV-SOM Tier 2 operations with University-wide IRT practices, including standard support models, documentation expectations, escalation paths, and service management processes.
• Promote consistent use of ServiceNow and other approved IRT tools for incident management, request fulfillment, asset tracking, project coordination, service reporting, and operational visibility.
• Monitor service trends, customer feedback, incident patterns, academic support needs, and operational metrics to identify opportunities for improvement.
• Participate in Rowan’s Problem Management process by communicating technical issues, documenting recurring problems, supporting root cause analysis, and helping implement corrective actions.
• Manage the departmental budget for Technology Services SOM under the direction of IRT leadership, including budget planning, expense tracking, purchasing coordination, and fiscal accountability for assigned services and projects.
• Coordinate technology projects for RV-SOM and other University locations as assigned, ensuring project work is planned, communicated, documented, and completed in alignment with IRT standards.
• Work with the Assistant Director of Asset Management to support the University’s trade-in, inventory, and asset lifecycle programs for assigned RV-SOM technology assets.
• Develop, document, and improve operational procedures to increase consistency, accountability, service effectiveness, and continuity across RV-SOM technology services.
• Support major incident response, planned maintenance, campus technology readiness activities, and high-visibility academic or operational events as needed.
• Maintain effective working relationships across IRT, including the Technology Support Center, Device Management, Classroom Technology, Enterprise Systems, Networking, Security Operations, and other technical teams.
• Other duties as assigned.

Requirements

• Bachelor’s degree in a related field.
• Five years of professional experience directly related to technology support, endpoint services, classroom or instructional technology, IT operations, academic application support, or a closely related area.
• At least two years of experience serving as a manager, supervisor, team lead, or operational lead for technical staff or technical service delivery.
• A Master’s degree in a related field may be substituted for a portion of the required professional experience.
• Demonstrated experience supporting hardware, software, operating systems, enterprise applications, academic applications, and common productivity platforms in a professional environment.
• Demonstrated ability to supervise staff, coordinate work, set expectations, and promote accountability for service outcomes.
• Strong written and verbal communication skills, including the ability to communicate effectively with technical staff, non-technical users, faculty, administrators, and leadership.
• Strong customer service orientation and the ability to manage sensitive, urgent, or high-visibility support issues with professionalism.
• Ability to work independently, manage competing priorities, and make sound operational decisions in a fast-paced environment.

Preferred Qualifications

• Experience supporting technology services in a higher education, medical education, healthcare, or similarly complex environment.
• Knowledge of IT Service Management practices, including ITIL concepts, incident management, request fulfillment, problem management, and service improvement.
• Experience with ServiceNow or a comparable IT service management platform.
• Experience supporting academic, instructional, classroom, or audio-visual technologies.
• Knowledge of asset lifecycle practices, including inventory management, refresh planning, trade-in processes, and equipment disposal.
• Experience managing or contributing to departmental budgets, purchasing, expense tracking, or fiscal planning.
• Experience coordinating technology projects, service improvements, system deployments, or operational changes.
• Ability to define, document, implement, and improve technical and operational processes.
• Demonstrated ability to build productive working relationships with stakeholders, technical teams, and institutional leadership.

Pay

The annual base salary range for this position is $110,000 to $127,000, with placement within the range determined by candidate's qualifications, professional experience, internal equity, and other factors.

Benefits

• Comprehensive NJ State health, dental, and retirement benefits.
• Extensive accrued time off and paid holidays.
• Tuition reimbursement for employee, spouse, and dependents to attend Rowan University (undergraduate degrees only for spouse and dependents).