Associate Director of IT

12 hours ago

Laurel, MD, United States Capitol Technology University Full time
ASSOCIATE DIRECTOR OF IT - CLIENT SERVICES & APPLICATIONS

Full-time, Exempt Position

POSITION SUMMARY:
The Associate Director of IT - Client Services & Applications serves as the University's mid-level technical director for user support, client experience, and end-user applications, providing operational leadership while supporting institution-wide service quality goals. Reporting to the Director of IT, this role oversees daily IT support functions-including the Help Desk, desktop support, classroom/AV technology, user training, and client-facing application support.

This position exercises independent judgment in operational and service-delivery decisions within its domain, ensuring exceptional customer service, timely issue resolution, and effective coordination with the Infrastructure & Security team.

DUTIES AND RESPONSIBILITIES:
  • Manages IT support operations: Help Desk, desktop support, and AV/classroom technology.
  • Supervises support specialists and student workers, ensuring high-quality service.
  • Oversees endpoint management, imaging, patching, workstation deployment, and lifecycle management.
  • Provides Tier 2-3 support escalation for faculty, staff, and students.
  • Manages software installations, labs, and end-user application support.
  • Develops documentation, knowledge base articles, user guides, and training materials.
  • Assists with inventory systems, asset tracking, and technology allocation.
  • Participates in testing, upgrading, and deploying software and campus applications.
  • Supports departmental projects related to service delivery and user experience improvement.
  • Coordinates with the Infrastructure & Security Associate Director on escalations involving systems, networks, or cybersecurity.
  • Contributes feedback for operational planning, staffing decisions, and service improvements.
POSITION QUALIFICATIONS:

Education & Experience
  • Bachelor's degree in IT, Computer Science, or related field.
  • 2-4 years of relevant hands-on experience.
  • Experience supervising support personnel preferred.
  • Experience managing enterprise endpoint systems (Intune, SCCM, Jamf, or similar) a plus.
  • Experience supporting or administering SaaS applications.
  • Experience leading small-to-medium IT projects.
  • Familiarity with ITIL-based service management practices.
  • Strong troubleshooting, customer service, communication, and multitasking abilities.
  • Familiarity with higher-education environments preferred.
Certifications (Required):
  • ITIL 4 Foundation
  • Microsoft 365 Certified: Modern Desktop Administrator Associate
Certifications (Preferred):
  • HDI Support Center Manager (HDI-SCM) or HDI Desktop Support Manager
  • Microsoft 365 Certified: Endpoint Administrator (MS-102)
  • CompTIA Project+ (lightweight PM certification ideal for this role)


SALARY PLACEMENT

Associate Director (Client Services & Applications):

Recommended Range: $70,000 - $90,000

Median: $80,000

EQUAL EMPLOYMENT OPPORTUNITY

Capitol Technology University is proud to be an equal opportunity employer committed to hiring a diverse and inclusive workforce. The University provides equal employment opportunities without regard to sex, gender identity/expression, sexual orientation, race, color, creed, national origin, citizenship status, religion, age, disability, marital status, veteran status, genetic information, or any other characteristic protected by law.

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