Position Name:

Assistant Director (IT Support)

Job Description: Assistant Director (IT Support)

Role

Role

The Assistant Director (IT Support) is responsible for overseeing the IT Helpdesk and end-user support services to ensure the delivery of high-quality technical support aligned with global service standards. The role combines leadership, operational management, and strategic service improvement to support faculty, staff, and students. The position ensures efficient service delivery, optimal use of IT resources, and continuous improvement of support operations across the university.

Key Responsibilities

1. Team Leadership

• Lead, mentor, and supervise the IT Helpdesk and technical support team.
• Foster a high-performance culture and ensure professional development of team members.
• Manage resource allocation, duty rosters, and shift scheduling to support service operations.

2. Operational Management

• Monitor daily support operations, service requests, and incident queues.
• Track key performance indicators (KPIs) to ensure timely resolution of incidents and requests.
• Maintain high levels of customer satisfaction through efficient service delivery.

3. Incident and Problem Management

• Oversee incident and problem management processes.
• Conduct root-cause analysis and implement preventive measures to minimize recurring issues.
• Ensure effective escalation procedures for critical incidents.

4. Asset and Compliance Management

• Maintain accurate inventory and lifecycle management of IT assets using the Service Desk platform.
• Ensure compliance with institutional IT policies and global best practices.

5. Continuous Service Improvement

• Collect and analyze user feedback to improve service delivery.
• Identify service gaps and implement improvements to optimize operational efficiency.

6. Strategic Alignment

• Ensure IT support services align with the university’s strategic and operational goals.
• Implement standardized IT processes while adapting them to the needs of academic and administrative units.

Requirements

Academic Qualifications

• Masters with B.Sc. in Computer Science and Engineering, from a reputed university with minimum CGPA of 3.00

Professional Experience

• Minimum 12 years of progressive and proven experience in Information Technology job.
• At least 4 years of experience as IT manager/Team Leader or supervisory role within an IT Services and Support Department.
• Experience in a university, multinational organization, telecommunication company, or large corporate/group of companies environment will be preferred.

Technical Competencies

• Service Desk Management: Proven experience in Service Desk, Helpdesk, or Network Support environments.
• ITSM Platforms: Hands-on experience with ServiceNow or equivalent IT Service Management platforms.
• Incident Management: Strong expertise in remote support, escalation management, and troubleshooting hardware/software issues.
• Infrastructure Management: Experience managing large-scale Windows/Linux environments with 1,500+ endpoints.
• Smart Classroom Support: Experience managing Smart Classroom technologies, MVP systems, and AV integration.
• Computer Lab Management: Skills in automated OS deployment, software packaging, and lab synchronization.
• Networking: Strong knowledge of Layer 2/3 switching, Wi-Fi 6/7 technologies, and DHCP/DNS administration in high-density environments.
• Managed Print Services: Experience with MPS and RFID-integrated printing systems.
• Operational Reporting: Experience using ITSM tools for shift management, service reporting, and KPI monitoring for 24/7 operations.

Behavioral Competencies

Leadership and Decision-Making: Ability to lead teams effectively and manage high-pressure operational environments.

Customer Service Orientation: Strong commitment to delivering excellent user support and service quality.

Communication Skills: Excellent written and verbal communication skills in English.

Adaptability and Problem-Solving: Ability to adapt to evolving technology environments and resolve complex technical issues efficiently.

Collaboration: Strong interpersonal skills and the ability to work collaboratively with faculty, staff, and stakeholders.

Age

Minimum 37 Years not exceeding 45.

Job Benefits:

As per NSU policy