Assistant Director of Service Operations

About MassArt:
 

Founded in 1873, having celebrated its 150th anniversary in 2023, Massachusetts College of Art and Design (MassArt), is the nation's first and only independent, free-standing public college of art and design in the country. MassArt 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, MassArt 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.  

MassArt 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 (MassArt). 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.

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., 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 methodologies).
• Excellent leadership, communication, and collaboration skills.
• Ability to manage multiple priorities and projects in a fast-paced academic environment.

Preferred Qualifications:

• Experience in higher education, public sector, or similarly complex organizational environments.
• Bachelor's degree in Computer Science, Information Technology, or a related field
• Demonstrated knowledge of Windows Active Directory administration and Group Policy.
• Prior experience with Apple Device Enrollment Program (DEP), Apple iOS and MacOS configuration profiles, Apple Configurator, disk images, LDAP directory services, Active Directory and Jamf
• Prior experience with Windows endpoint management and deployment platforms (e.g., System Center Configuration Manager (SCCM), Windows Deployment Services, KACE, Intune, etc.)
• Prior experience with enterprise encryption products, anti-virus and anti-malware products

Additional Information:
 

 Please note MassArt:

• Does not support employment-based visa sponsorship or non-student exchange visitor visa sponsorship.
• Is not an E-Verify institution.

Selected candidates must be eligible to work in the US at the time of employment, complete all onboarding tasks including a Criminal Offender Record Information (CORI) and Sex Offender Registry Information (SORI) background review and provide proof of eligibility to work in the US by completing the Form 19, Immigration Reform and Control Act of 1986.

You are required to show proof of your identity and employment eligibility within three (3) days of the start of your employment. You will not be authorized to work in any capacity until all paperwork has been completed. For a list of all acceptable documents please click here.

Comprehensive Benefits (does not apply to contractor/student positions):
When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.
Want the specifics? Please click here to view MassArt Benefits.

MassArt provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, genetic information, pregnancy or a pregnancy-related condition, or membership in any other legally protected class.

MassArt complies with all applicable federal, state and local laws governing nondiscrimination in employment in every location in which the college operates. This policy applies to all terms and conditions of employment.

Application Instructions:
 

Please provide a resume and cover letter.

For additional inquiries related to the salary transparency, please contact Human Resources at [email protected] or (617) 879-7908