Director, Technical Services

Together we are powering the future of Higher Education

Ellucian is a global market leader in education technology. We power innovation for higher education, partnering with more than 2,900 customers across 50 countries and serving over 20 million students. Ellucian's AI-powered platform, trained on the richest dataset available in higher education, drives efficiency, personalized experiences, and strengthened engagement for all students, faculty and staff. Fueled by decades of experience with a singular focus on the unique needs of learning institutions, the Ellucian platform features best-in-class SaaS capabilities and delivers insights needed now and into the future. These solutions and services span the entire student lifecycle, from student recruitment, enrollment, and retention to workforce analytics, fundraising, and alumni engagement. Ellucian's innovative solutions, vast ecosystem of partners, and user community of more than 45,000 provide best practices leading to greater institutional success and achieving better student outcomes.

Values Rooted in Purpose

We embrace the power to lead, the courage to innovate, and the determination to grow. At our core, we believe in humanizing our approach, recognizing that our people are our greatest strength. With a shared vision of transformation, we endeavor to shape a brighter future for higher education.

About the Opportunity

Our Ellucian Managed Services team is seeking an IT professional to lead our onsite technical and user services teams at Alverno College in Milwaukee, WI. The Director, Technical Services role is a key position within the IT leadership team providing the strategic vision and oversight necessary to provide efficient and consistently exceptional support for a managed services client. The scope of services includes maintaining all information technology systems necessary to support the operation and mission of the college.

Where you will make an impact

• Oversee day-to-day production issues, act as an escalation point to resolve urgent and/or complex client issues, and manage client expectations.
• Develop practices and procedures, based on industry standards and best practices, necessary to carry out day-to-day technical operations to enhance business continuity at the client location.
• Works with CIO and college leadership to provide project guidance, cost metrics, return on investment insights, and operational recommendations.
• Oversee all phases of technology design and implementation in technology projects including but not limited to planning, attending regularly scheduled progress meetings, and directing onsite staff and/or contractors with the installation of all technology.
• Provide project implementation oversight to maintain standards for quality and quantity of work are met.
• Oversee and manage IT technical (networking and systems infrastructure) and user services teams.
• Establish change management processes, as needed, for coordinating technology upgrade and maintenance activities with all business units.
• Provide overall operational direction and management in regard to the network, Microsoft identity management solutions, Microsoft 365, telephony, server and desktop/laptop support services to the institution.

What you will bring

• 10+ years of experience showing advancement, which includes management and/or leadership within IT Service Management, with the most recent 3 years in a Senior Technical role; or equivalent combination of education and experience planning, leading, and executing IT initiatives in higher education or other enterprise level environment.
• Strong written and oral communication skills to represent Ellucian within the team and with client executives.
• Current experience managing Ellucian Colleague, Microsoft Entra ID, Active Directory, DNS, SCCM, Defender, and Office 365 required.
• Experience with Entrinsik Informer, D2L Brightspace, Power BI, Sharepoint, and Genetec/Win-Pak a plus.
• Project management experience.
• Able to take initiative and responsibility for projects.
• Promote teamwork and collaboration between client and Ellucian staff.

What makes #Ellucianlife

• Comprehensive health coverage: medical, dental, and vision
• Flexible time off
• Thrive Flex Lifestyle Account (LSA) that allows you to contribute towards your health, financial or learning interests
• 401k w/ match & BrightPlan - to help you save for the future
• Parental Leave
• 5 charitable days to support the community that supports us
• Telemedicine
• Wellness
  
  • Headspace Care (mental health)
  • Wellbeats (virtual fitness classes)
• RethinkCare & Wellthy- caregiver support
• Diversity and inclusion programs which provide access to internal employee resource groups
• Employee referral bonuses to encourage the addition of great new people to the team
• We Foster a learning culture with:
  
  • Education Assistance Program
  • Professional development opportunities

#LI-PK1

#LI-onsite