Assistant Director of Service Operations

Overview

An Official website of the Commonwealth of Massachusetts

Job Description - Assistant Director of Service Operations (260000Q8)

Job Description

Assistant Director of Service Operations - ( 260000Q8 )

About Mass Art: Founded in 1873, Mass Art is a public college of art and design in Boston. Mass Art strives to be a model of diversity and inclusion and maintains an environment welcoming to persons of all backgrounds, nationalities, and roles. Mass Art enrolls about 2,000 students and offers undergraduate and graduate programs across 18 disciplines, along with continuing education and youth programs.

Mass Art is located in Boston’s hub of arts and culture along the Avenue of the Arts.

Job Description:
Collective Bargaining Agreement: This position is governed by the APA collective bargaining agreement

Salary Range: $90,000 to $108,000, commensurate with experience.

The Assistant Director of Service Operations provides leadership for all client-facing technology support functions at Massachusetts College of Art and Design (Mass Art). The role coordinates helpdesk operations, endpoint lifecycle management, and user support using an integrated service approach that leverages IT service management principles.

As a working manager, this position provides hands-on technical leadership for complex issues while maintaining primary responsibility for supervising staff, managing daily operations, and implementing defined service strategies. The Assistant Director contributes to the planning and execution of Client Services strategies and operations roadmaps. Working collaboratively with IT leadership, the Assistant Director ensures that processes and procedures for endpoint support services align with administrative and instructional requirements, institutional policies, regulatory compliance, and best practices and standards.

Supervision RECEIVED:
Deputy Chief Information Officer (Deputy CIO)

Supervision EXERCISED:
Client Services staff, contractors, and students

• Lead and supervise the Client Services team, including recruitment, onboarding, coaching, and performance evaluation of staff.
• Manage daily staffing levels, workload distribution, and scheduling to ensure dependable support coverage across locations.
• Handle complex or escalated technical issues, coordinating with other IT units as needed to ensure resolution.
• Establish, refine, and maintain documented service processes, standards, and procedures to promote reliable and efficient service delivery.
• Working with the service desk manager, track service performance through metrics, reporting, and user feedback.
• Oversees the operational lifecycle of administrative and instructional endpoints, including recommending specification, procurement coordination, deployment, configuration, asset tracking, maintenance, and decommissioning, in alignment with institutional policies and guidance
• Manage vendor relationships related to endpoint hardware, software, and support tools.
• Ensure secure configuration and management of endpoints through modern device management platforms such as Intune, KACE, JAMF, or similar tools.
• Maintain patching, endpoint protection, access control systems, and support security compliance activities including data protection, accessibility, and regulatory requirements.
• Manage Client Services expenditures and provide informed recommendations for annual budgets, including endpoint purchasing, replacement cycles, and technology tools.
• Provide operational oversight and coordination for projects initiated by Client Services, ensuring alignment with priorities, timelines, and resources. Participate in cross-functional projects to ensure technical feasibility, stakeholder engagement, and successful implementation.
• Assumes additional responsibilities as determined by the Deputy Chief Information Officer or the Chief Information Technology Officer.

Requirements:

• At least 5 years of progressive experience in IT service operations, client services, or endpoint management.
• Minimum 2 years of supervisory and management experience in a technology support environment.
• Demonstrated experience using and managing endpoint management tools such as Microsoft Intune, JAMF, KACE, or similar.
• Prior experience with service management software and strong understanding of IT Service Management (ITSM) principles and frameworks (e.g., ITIL).
• Experience with device lifecycle management, patching, and endpoint security.
• Experience with business productivity applications (e.g. Google Docs, Microsoft Office) and digital media, art and design applications (e.g., Adobe Creative Cloud software, Apple Pro applications, Autodesk, etc.).
• Familiarity with security best practices, accessibility standards, and regulatory compliance (FERPA, GDPR, etc.).
• Understanding of budget planning and vendor management for hardware/software procurement.
• Experience managing projects with project management tools or PM certifications (e.g., PMP, CAPM, or Agile…