Associate Director of IT Support Operations - Framingham State University

Location: Framingham, MA Category: Staff Posted On: Thu Mar 12 2026 Job Description:

GENERAL STATEMENT OF DUTIES:

The Associate Director of IT Support Operations is responsible for managing the daily operation of the Technical Support team in User Services. This is a supervisory level position tasked with effectively coordinating a technical staff and overseeing their workload. A primary function of this position will be to manage the response to reported incidents, fulfillment of service requests, and to the resolution of problems assigned to designated technical support staff and third-party providers. This position will also be responsible for the planning, designing and implementation of projects in order to maximize currently installed technologies and also to deploy new services and solutions. This position's duties include administration, support, customer interaction, product research, business analysis, vendor management, some IT purchasing and software license management. This position reports directly to the Executive Director of Infrastructure and Operations and works in collaboration with others within and outside the division of Information Technology Services.

SUPERVISION RECEIVED: Executive Director of Infrastructure and Operations

SUPERVISION EXERCISED: IT Service Desk Supervisor, Contractors and Student Employees/Support Staff

EXAMPLES OF SPECIFIC DUTIES AND RESPONSIBILITIES:

• Manages the Technical Support staff with oversight of assignments and daily activities.
• Performs team management, professional development, training, on-boarding, and oversees the hiring of student workers and support staff.
• Inputs incidents, requests, and changes as they are reported but also serves as an escalation point to assist in the resolution of incidents and requests within the Technology Resource Center.
• Prepares, plans for and manages the implementation and configuration of ongoing technology equipment refreshes.
• Recommends to the Executive Director, standards for the purchase of desktop systems, laptops, software and peripherals at the enterprise level.
• Oversees physical technology assets assigned to User Services and manages (in coordination with the Property Control Office) the inventory and disposal of these technology assets.
• Acts as a liaison between other areas of IT and User Services to resolve incidents, requests and problems as needed.
• Continually reviews and recommends to the Executive Director, improvements associated with workflow, call handling, classification and routing of calls, and the subsequent logging, tracking, prioritization, escalation and timely follow-up on calls. Ensures work in these areas is done properly.
• Meets with faculty, staff and students regularly to evaluate issues, research solutions and help to identify unmet or anticipated needs.
• Oversees the system administration for designated technology, applications and services and servers assigned to the Technology Resources Center.
• Serves as liaison with 3rd party application and hardware or software vendors in support of ITS services and equipment.
• This position will give presentations, provide training and instruction, visit classrooms and meetings and sit on committees internal and external to ITS.
• Assumes additional responsibilities as may be determined by the Executive Director of Infrastructure and Operations or the Chief Information Technology Officer.
• Accountable for ensuring that equal opportunity, inclusion, and equity are integrally tied to all actions and decisions in areas of responsibility.

WORKING CONDITIONS:

All of the work associated with the duties and responsibilities for this position is ordinarily performed at Framingham State's main campus, and may be done periodically from a remote location consistent with the conditional provisions specified within University's Telework Guidelines and in accordance with an approved Telework Agreement.

Job Requirements:

MINIMUM QUALIFICATIONS:

• 10+ years progressive experience in a computer related field required
• 5+ years of personnel management or supervisory experience required
• Related documented technical education and/or experience suitable to fulfill the duties and responsibilities of the position.
• Experience providing support services within a technology organization, as well as strong computer troubleshooting and maintenance ability required.
• Excellent analytical, organizational and communication skills required.
• Strong interpersonal skills.
• Ability to establish and maintain effective working relations with the ITS staff as well as the college community.
• Knowledge of and demonstrable experience in all facets of the position as described in the above duties.
• Ability to multi-task and perform multiple projects.

PREFERRED QUALIFICATIONS:

• Bachelor's degree (or equivalent experience) in computer related field.
• Familiarity with the ITIL framework and ITSM principles preferred.
• Experience in a higher educational environment highly desirable.

Additional Information:

This is a full-time, exempt, benefits-eligible position in the Association of Professional Administrators (APA) bargaining unit with a union title of Associate Director. The starting salary range is $90,000 - $110,000.

Framingham State University conducts criminal history and sexual offender record checks on recommended finalists prior to final employment for all positions.

Framingham State University is an equal opportunity employer. The University considers all qualified candidates without regard to race, color, sex, age, national origin, disability status, Veteran status, gender identity, gender expression, sexual orientation, genetic information, or any other characteristics protected by law.

Members of underrepresented or minoritized groups, women, veterans, persons with disabilities, and all persons committed to equity, diversity, and inclusive excellence are strongly encouraged to apply.