Assistant Director of Service Operations

About Mass Art:

Founded in 1873, having celebrated its 150th anniversary in 2023, Massachusetts College of Art and Design (Mass Art), is the nation's first and only independent, free-standing public college of art and design in the country. Mass Art is an inclusive community of thinkers, doers, makers, educators, innovators and leaders striving to shape the future through art and design. We've spent 150 years demonstrating the truly amazing things that happen when a world-class art and design education is an option for every deserving student.

Located in Boston's hub of arts and culture along the Avenue of the Arts, Mass Art enrolls 2,000 students and offers a comprehensive range of undergraduate and graduate degrees in 18 disciplines, as well as continuing education and youth programs.

Mass Art strives to be a model of diversity and inclusion; the campus community reflects the layers of cultural and self-identity that proudly make up our region, nation, and world. We build effective partnerships with co-workers throughout the College by freely sharing appropriate information and providing assistance to all and maintain an environment that is welcoming to persons of all backgrounds, nationalities, and roles.

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 and contractors and students

DUTIES AND RESPONSIBILITIES:

• 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.
• Provides operational oversight and coordination for projects initiated by the Client Services, ensuring alignment with defined priorities, timelines, and available resources. Actively participate in cross-functional projects involving Client Services to ensure technical feasibility, stakeholder engagement, and successful implementation.
• Assumes additional responsibility as may be determined by the Deputy Chief Information Officer or the Chief Information Technology Officer.

Qualifications:
Requirements:
Required

Minimum Qualifications:

• 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.,…