Director, Technology Services, Rowan-Virtua School...

Rowan University is seeking a Director of Technology Services to provide operational leadership for technology services supporting the Rowan-Virtua School of Osteopathic Medicine. Reporting to the Senior Director of Technology Services & Asset Management, this position is responsible for coordinating, delivering, and continuously improving technology services across the RV-SOM campuses.

This role works closely with RV-SOM leadership, faculty, staff, and students to ensure that technology services are responsive, reliable, well-coordinated, and aligned with University-wide IRT standards. The Director oversees Tier 2 support operations and works closely with Tier 1, infrastructure, classroom technology, asset management, academic application support, and other IRT teams.

The Director serves as IRT’s primary operational representative to the Rowan-Virtua School of Osteopathic Medicine and as the main technology services presence for the Stratford and Sewell campuses.

The position is responsible for staff supervision, service quality, stakeholder communication, academic and instructional technology coordination, departmental budget oversight, process improvement, and technology project execution.

Responsibilities

• Serve as IRT’s primary Technology Services representative to RV-SOM leadership, faculty, staff, and students, maintaining strong working relationships and ensuring that campus technology needs are understood, communicated, and addressed.

• Oversee daily operations of Tier 2 technical support for RV-SOM, including service delivery, incident response, request fulfillment, staff coordination, and customer service quality.

• Supervise, mentor, and support assigned Technology Services staff, including performance management, workload coordination, professional development, and accountability for service outcomes.

• Partner with IRT teams to support classroom, instructional, and audio-visual technology, including installations, upgrades, lifecycle planning, troubleshooting, event readiness, and service continuity.

• Collaborate with Tier 1 Support leadership to identify recurring support issues, improve knowledge base content, strengthen handoffs, and reduce avoidable escalations.

• Oversee support of academic applications used by RV-SOM faculty, staff, and students, including coordination of access, troubleshooting, vendor escalation, user support, and communication with application owners and central IRT teams.

• Work with the Senior Director of Asset and Technology Services to develop, implement, and evaluate Tier 2 service objectives, operational standards, and process improvements.

• Align RV-SOM Tier 2 operations with University-wide IRT practices, including standard support models, documentation expectations, escalation paths, and service management processes.

• Promote consistent use of ServiceNow and other approved IRT tools for incident management, request fulfillment, asset tracking, project coordination, service reporting, and operational visibility.

• Monitor service trends, customer feedback, incident patterns, academic support needs, and operational metrics to identify opportunities for improvement.

• Participate in Rowan’s Problem Management process by communicating technical issues, documenting recurring problems, supporting root cause analysis, and helping implement corrective actions.

• Manage the departmental budget for Technology Services SOM under the direction of IRT leadership, including budget planning, expense tracking, purchasing coordination, and fiscal accountability for assigned services and projects.

• Coordinate technology projects for RV-SOM and other University locations as assigned, ensuring that project work is planned, communicated, documented, and completed in alignment with IRT standards.

• Work with the Assistant Director of Asset Management to support the University’s trade-in, inventory, and asset lifecycle programs for assigned RV-SOM technology assets.

• Develop, document, and improve operational procedures to increase consistency, accountability, service effectiveness, and continuity across RV-SOM technology services.

• Support major incident response, planned maintenance, campus technology readiness activities, and high-visibility academic or operational events as needed.

• Maintain effective working relationships across IRT, including the Technology Support Center, Device Management, Classroom Technology, Enterprise Systems, Networking, Security Operations, and other technical teams.

• Other duties as assigned.

• Bachelor’s degree in a related field.

• Five years of professional experience directly related to technology support, endpoint services, classroom or instructional technology, IT operations, academic application support, or a closely related area.

• At least two years of experience serving as a manager, supervisor, team lead, or operational lead for technical staff or technical service delivery.

• A Master’s degree in a related field may be substituted for a portion of the required professional experience.

• Demonstrated experience supporting hardware, software, operating systems, enterprise applications, academic applications, and common productivity platforms in a professional environment.

• Demonstrated ability to supervise staff, coordinate work, set expectations, and promote accountability for service outcomes.

• Strong written and verbal communication skills, including the ability to communicate effectively with technical staff, non-technical users, faculty, administrators, and leadership.

• Strong customer service orientation and the ability to manage sensitive, urgent, or high-visibility support issues with professionalism.

• Ability to work independently, manage competing priorities, and make sound operational decisions in a fast-paced environment.

Preferred Qualifications

• Experience supporting technology services in a higher education, medical education, healthcare, or similarly complex environment.

• Knowledge of IT Service Management practices, including ITIL concepts, incident management, request fulfillment, problem management, and service improvement.

• Experience with ServiceNow or a comparable IT service management platform.

• Experience supporting academic, instructional, classroom, or audio-visual technologies.

• Knowledge of asset lifecycle practices, including inventory management, refresh planning, trade-in processes, and equipment disposal.

• Experience managing or contributing to departmental budgets, purchasing, expense tracking, or fiscal planning.

• Experience coordinating technology projects, service improvements, system deployments, or operational changes.

• Ability to define, document, implement, and improve technical and operational processes.

• Demonstrated ability to build productive working relationships with stakeholders, technical teams, and institutional leadership.

In compliance with The State of New Jersey’s Pay Transparency Act, the annual base salary range for this position is $110,000 to $127,000.00, with placement within the range determined by candidate’s qualifications, professional experience, internal equity, and other factors.