Director – Client Technology Services

Company Description:

Bristol Community College is an exciting place to work, learn, and grow! Bristol is dedicated to fostering an inclusive environment with a rich diversity of beliefs, cultures, languages, abilities, and lifestyles. Committed to enriching its educational experience through a supportive community, Bristol actively encourages candidates of all backgrounds to apply and achieve our vision of advancing a vibrant, diverse community through education, learner by learner. If you share a passion for helping students succeed and enjoy working in a community of innovative, inclusive, and collaborative colleagues, Bristol is the place for you!

As a Commonwealth of Massachusetts employer, Bristol offers a comprehensive compensation and benefits package, including health, dental, life, long-term disability, retirement and paid time off (vacation, personal, sick, and holiday pay). We also offer tuition waiver discounts at the Commonwealth’s public higher education institutions. More information can be found on our Benefits website.

Job Description:

POSITION TITLE: Director – Client Technology Services

DEPARTMENT: Information Technology Services (ITS)

PRIMARY LOCATION: Fall River, MA

REPORTS TO: Senior Director of Network, Security, and Client Services

POSITION SATATUS: This is a full-time, non-unit professional with benefits.

POSITIONS SUPERVISED: Bristol Tech Team (EDP Systems Analysts)

SALARY: $106,504.30 – $111,896.08 annually

STATEMENT OF DUTIES:

The Director of Client Technology Services leads the strategic and operational direction of end-user technology support across the college. This role manages the Bristol Tech Team and oversees the work-study program within ITS, ensuring high-quality technical support, customer service excellence, and alignment with institutional goals. The Director is responsible for optimizing help desk operations, implementing emerging technologies, and fostering a culture of continuous improvement and inclusivity.

ESSENTIAL FUNCTIONS, DUTIES, AND RESPONSIBILITIES:

• Lead and develop the Bristol Tech Team staff including hiring, supervision, performance evaluation, and professional development.
• Administer the ITS work-study program, including recruitment, scheduling, training, and supervision of student workers.
• Establish and manage customer service standards that promote responsiveness, accountability, and user satisfaction.
• Manage the help desk ticketing and analyze team productivity and service metrics to inform strategic decisions across the department and enhance departmental performance.
• Collaborate with the ITS Leadership Team to plan and manage departmental budgets, align resources with institutional priorities, and drive operational efficiency.
• Engage with college leaders, the end user community, and technology staff to evaluate, recommend, and implement emerging desktop and classroom technologies.
• Oversee and manage the full operational process across all college campuses, ensuring consistent on-site support, coordination of staff and student workers, and delivery of responsive, high-quality services at every location.
• Continually develop system documentation, procedure guides, and knowledge base articles.
• Manage inventory of the college’s technology assets and coordinate the acquisition, distribution, and disposal of IT equipment.
• Promote a positive and inclusive work environment that supports the professional growth of staff while fostering commitment to service excellence.
• Demonstrate a sense of professionalism and consistently reflect Bristol’s core values while interacting with members of the Bristol community.
• Additional duties as required by the Senior Director of Network, Security, and Client Services.

Requirements:

REQUIRED QUALIFICATIONS:

NOTE: Unless otherwise noted, all required qualifications must be met by the date of hire.

• Minimum of a bachelor’s degree in computer science, information systems, or a closely related field. Eight (8) years of relevant experience may be considered in lieu of a degree.
• Minimum of four (4) years of relevant experience in leadership.
• Extensive experience with Windows desktop support, operating systems, and applications.
• Demonstrated strong customer service approach and experience in partnering with other departments in a large and diverse organization.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• Skill in organizing resources and establishing priorities.
• Experience hiring, developing, and supervising staff.
• Knowledge of advanced user support practices with a strong commitment to excellence in information technology service management, or ITSM.
• Demonstrated team performance skills, service mindset approach, and the ability to act as a trusted advisor.
• Availability for regular in-person engagement to effectively manage operations, support staff, and collaborate with campus stakeholders.
• The ability to foster an inclusive environment to support a diverse student body, faculty, and staff.
• The ability to work effectively with a diverse student body, faculty, and staff.

PREFERRED QUALIFICATIONS:

• Ability to troubleshoot a wide range of technical problems.
• Experience developing, designing, and supporting classroom technology.
• Basic understanding of network principles such as network segmentation, DNS, and DHCP.
• Awareness of cybersecurity principles and best practices.
• Robust understanding and demonstrated inclusion of access, equity, and student success practices.
• Ability to communicate in a language in addition to English.

Additional Information:

Equal Opportunity/Affirmative Action:

Bristol Community College is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, national origin, sex, disability, religion, age, veteran or military status, genetic information, gender identity, or sexual orientation in its programs and activities as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and college policies. The College prohibits sexual harassment, including sexual violence. Inquiries or complaints concerning discrimination, harassment, retaliation, or sexual violence shall be referred to the College’s Title IX and Affirmative Action Officer, Johanna Bielawski at [email protected] or 774.357.2681; the Massachusetts Commission Against Discrimination; the Equal Employment Opportunities Commission or the United States Department of Education’s Office for Civil Right.

Application Instructions:

TO APPLY: Please complete our online application by clicking on the “Apply” button. The position will be open until filled. Review of applications will begin 10 calendar days from the posting date.

REQUIREMENTS TO COMPLETE APPLICATION PROCESS:

1) A completed Bristol Community College Employment Application.

2) A current resume/curriculum vitae.

3) A cover letter that demonstrates how your skills and experience meet the desired and required qualifications of the position (not limited in length).

All candidates must have legal authorization to work in the United States. Bristol Community College is an institution that does not sponsor work authorization.

A pre-employment criminal background check will be conducted for all positions.

The college will independently verify education credentials as provided on the application. For certain positions that require a college degree, the hired candidate must supply official transcripts upon hire. Transcripts must include your name and degrees conferred.