Director of Technical Support, Germany - Kaiserslautern, Deutschland - University of Maryland Global Campus

University of Maryland Global Campus

Geprüftes Unternehmen

Kaiserslautern, Deutschland

vor 3 Wochen

Geschrieben von:

Lena Wagner

beBee Recruiter

Beschreibung

Job Ref:

Location:

Kaiserslautern (Staff)-Germany

Category:
IT and Project Management

Type:
Full time

Director, Technical Support

UMGC Europe

Location:

Kaiserslautern, Germany

Overseas Regular, Full-time, Grade 008

The Director, Technical Support (DTS) will be the main POC for the IT team and must have strong verbal and written communication skills.

The DTS will be responsible for ensuring smooth functioning of all internet operations, phones, and electronic equipment at the regional Headquarters ("HQ") and all field sites.

The DTS will work closely with the HQ department heads, NTC Manager, Regional Directors, the field offices, and with the stateside IT team to ensure that all systems are operating effectively.

Work is on-site at the overseas headquarters building. Occasional TDY travel to education centers might be required.

Duties include, but are not limited to:

SPECIFIC RESPONSIBILITIES INCLUDE:

Collaborate with AccelerEd VP of IT and SecOps, AVP of IT Support Ops, Director of Server Engineering and Networking, and Director of Information Security on Global IT strategy.
Supervise the Technical Support Manager, and other IT staff, providing guidance as required.
Provide strong leadership and support to all UMGC staff for technical problems and issues, especially for the leadership team, department directors, Regional Directors (RDs), Building Monitors, and National Test Center (NTC) Coordinators.
Collaborate closely with other departments to understand their IT requirements, needs and preferences
Regularly scan and evaluate current systems to find any risks, vulnerabilities, and improvement opportunities
Meet with the leadership team to propose and recommend any new software to help UMGC meet their organizational goals.
Administer developing technologies, security controls, and implement new elements in hardware and software systems in collaboration with Stateside & Global IT standards and practices.
Manage deploy hardware, software, and related equipment to regional field sites and HQ and assure alignment with Global IT Infrastructure Standards for Switching, Firewalls, Networking, Wireless Networking, Telephony, Monitoring, and alerting.
Primary POC for regional HQ and remote office ISPs (Internet Service Providers) to investigate, procure, and implement needed internet connectivity circuit with necessary bandwidth, static IPs (if possible), Standard SLAs, Support and Maintenance, for site operations, while assuring a proper incident mitigation system, escalation process, and communication process.
Provide maintenance support including site visits and provide telephone/remote support
Support technical operations at the NTC sites, to include maintaining connections with the three separate testing agencies and coordinating with NTC Administrators, RDs and Education Service Officers (ESOs).
Develop and install NTC computer systems throughout the theater to meet contract specifications
In conjunction and consultation with stateside IT, plan and implement the migration of current and future:
IT systems for the region in alignment with Global IT Infrastructure Standards
End user PCs using Microsoft Intune, Autopilot and associated tools and processes.
Deployment of DEX technology (i.e., NexThink). Manage employee training and use of DEX for management, troubleshooting, and remediation of regional PC fleet issues.
Provide technical visibility for Global IT Infrastructure staff for collaboration and issue remediation of regional local networking & computing infrastructure as needed.
Manage computerrelated division inventory.
Oversee procurement, use, costs, and plans for all mobile devices.
Oversee technical staff and related projects for technology solutions in the region, especially coordinating with the VP & Director, AVP & Deputy Director, and other leaders/stakeholders as needed.
Perform other jobrelated duties as assigned

REQUIRED EDUCATION AND EXPERIENCE:

Bachelor's degree
Five (5) years of relevant IT experience
Five (5) years of supervisory/management experience and work experience in a team environment
Ability to obtain a valid base driver's permit and lift 40 lbs.
Excellent skills in the areas of project management, creative problem solving, time management, oral and written communication, and interpersonal skills.
Successful leadership, communication, team building, and organizational skills within a complex and diverse organization
Knowledge of technical support functions.
Ability to use independent judgment and make informed decisions in a timely fashion.
Uptodate knowledge on the latest IT trends and proficiencies
Ability to explain highly technical concepts in simple terms.
Knowledge of best computer security practices.
Good research and analysis skills.
Ability to interact and communicate effectively with all levels of an organization, including the stateside IT staff.