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Technical Services Director- (Networking, Systems, & VOIP)


Ann Arbor, MI, US

Req ID:  1330
Level of experience:  Management/Sr. Management
Remote:  No
Travel Required:  0%-25%

Employee Type:  Full - Time 




Ellucian designs technology that powers the educational mission of colleges and universities around the world. Inspired by that goal, Ellucian employees thrive as part of a high-performing global team committed to delivering a modern, connected, industry-leading experience for today’s students and higher education institutions. More than 2,500 institutions in 50 countries around the world look to Ellucian for the ideas and insights that will move education forward, helping people everywhere discover their futures through learning.



The Technical Services Director will provide strategic direction and leadership for the College’s technology infrastructure. Plans, implements and manages the technology infrastructure with particular focus on distributed systems, network, access control and telecommunications for advancing the academic mission of the College. Ensures the College’s technology infrastructure is designed to support new initiatives, assuring alignment with Information Technology Services (ITS) and College goals. 

The successful candidate will: 


  • Work directly with the CIO to maintain strategic direction of computer operations and focus on customer satisfaction 

  • Oversee day-to-day production issues, act as escalation point to resolve urgent and/or complex client issues and manage client expectations.  

  • Provide leadership and employee management, including skill evaluation and remediation planning. 

  • Coordinate tasks and staff assignments based on established priorities to promote efficient operation. 

  • Collaborate with the Applications Director to plan and maintain maximum availability of the College’s ERP system. 

  • Meet with subordinates and supervisors to discuss progress of work, resolve problems and maintain that standards and quality of work are met. 

  • Develop practices and procedures, based on industry best practices, necessary to carry out day-to-day technical operations to enhance business continuity at the client location. 

  • Develop high-level annual and/or multi-year tactical plans. 

  • Oversee all phases of technology design and implementation in construction projects including but not limited to planning, attending regularly scheduled progress meetings, and directing onsite staff and/or contractors with the installation of all technology. 

  • Provide project implementation oversight to maintain standards for quality and quantity of work are met. 

  • Establish change management processes, as needed, for coordinating technology upgrade and maintenance activities with all business units. 

  • Evaluate data security profile and make recommendations for improvement. 

  • Evaluate new software or hardware requests and make cost-effective recommendations based on industry standards, cost/benefit analysis, and compatibility with existing environment, software, or hardware. 

  • Provide overall operational direction and management in regards to the IT infrastructure and User Services to support the institution. 

  • Adjust hours of work, priorities and staff assignments to maintain efficient operations based on workload. 

  • Consult with software and hardware vendors and other personnel to solve problems impeding effective operations 

  • Direct and coordinate activities in the area of Disaster Recovery. 

  • Manage support for servers, applications, and other devices that connect to the network either through a physical wire or through a wireless connection in accordance with the Client’s acceptable use policy. 

  • Seek out technical enhancements to the network electronics, design, and other elements. 

  • Use available resources, including local, remote, and vendor provided, to quickly resolve problems that impact network performance. 

  • Collect and track all network equipment assets to provide periodic status for the purpose of providing maintenance requirements for OS upgrades, patch management and equipment refresh cycles. 

  • Schedule, communicate, and manage performance of regular maintenance on all network equipment to provide maximum uptime and to correct discovered items before they become problems. 

  • Track performance metrics of the network, utilizing Client-provided tools, providing periodic reports as to the health of the network. 

  • Work with the various departments on the Client campus to assist in defining new technology to be used in the pedagogical environment.  

  • Maintains current knowledge in use and trends of technology in higher education. 



Requirements: Required Education, Skills & Experience    


  • Bachelor’s degree from four-year College or university. 

  • 7-9 years of experience in the Information Technology field; or equivalent combination of education and experience leading IT technology initiatives in a college or university environment. 

  • Excellent Communication and presentation skills – written and oral. 

  • Strong planning and organizational skills. 

  • Proficient decision-making and time management skills. 

  • Strong leadership abilities with a collaborative approach to problem-solving, including use of remote teams/staff. 

  • Technical staff management and team-building experience – staff of 3 or more 

  • Ability to participate on non-technical committees and represent the status of technical projects in language that academic and administrative staff can easily understand. 

  • Project management experience – complex implementations or upgrades involving coordination of multiple vendors or departments.  

  • Able to take initiative and responsibility for projects; promote teamwork and collaboration between Client and Ellucian staff. 

  • Strong understanding of Network/Telecom, Instructional Technology and User Support Services 

Ellucian provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Ellucian complies with all laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.  Ellucian expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Ellucian employees to perform their job duties may result in discipline up to and including discharge.

Nearest Major Market: Ann Arbor
Nearest Secondary Market: Detroit