Director of IT Support Services (Internal Only)

Please note that references provided at the time of application for staff positions will not be contacted until the applicant has been offered the position. 

The Director of IT Support Services serves as the strategic and operational leader for customer-facing IT services at Berea College.This role is responsible for overseeing the delivery of high-quality technical support and service across campus, ensuring a seamless user experience for students, faculty, and staff. The Director leads a team of five professional staff who supervises over 40 student technicians across multiple service areas, including media production, hardware repair, software deployment, classroom AV technologies, and general technical assistance. As the primary liaison between the IT department and campus stakeholders, the Director ensures the reliable operation of enterprise-critical services, including email, collaboration platforms, user account management, and movable and classroom technologies. The role emphasizes vision, leadership, and operational excellence, driving continuous improvement in service delivery, support standards, and customer satisfaction. The Director of IT Support Services collaborates closely with campus departments and IT leadership to implement sustainable, cost-effective solutions and enforce policies and procedures that enhance the overall IT service framework. This position also plays a key role in planning and executing major IT initiatives that impact the Berea College community.   

Leadership & Supervision:

• Provide strategic and operational leadership for a team of professional IT staff.
• Oversee supervisors managing more than 40 student technicians across various service areas.
• Foster a collaborative, service-oriented culture focused on excellence and accountability. 

• Manage Helpdesk-related budgets, expenses, and resource allocation.
• Ensure cost-effective operations while maintaining high service standards.

• Implement, maintain, and optimize enterprise-level IT services, including email, calendar, collaboration tools, user account management, and classroom technologies. 
• Monitor and report on service performance metrics to guide future improvements. 

• Lead planning, execution, and delivery of major IT initiatives impacting the campus community. 
• Coordinate cross-functional teams and ensure timely, successful project outcomes. 

• Advice the CIO, IT leadership, and campus stakeholders on service enhance4ments, policy development, and technology adoption. 
• Promote continuous improvement through data-driven decision-making and stakeholder feedback. 

Education required to ensure success in this position:

• Bachelor's degree in Information Technology, Computer Science, or related field. 

• Seven or more years of d3emonstrated experience in helpdesk services, classroom support, AV, and/or service-oriented IT organizations
• Prior full-time staff supervisory experience, required

• Proven ability to manage and support a wide range of media systems, computer platforms, and enterprise technologies.
• Demonstrated experience working with diverse stakeholders in academic and administrative environments, delivering inclusive and responsive IT support. 
• Strong, organizational, interpersonal, and communication skills, with the ability to convey technical concepts to non-technical audiences.
• Expertise in managing large-scale, high-profile IT projects, including planning, execution, and post-implementation support.
• Skilled in vendor management, including contract negotiation, service level agreements, and performance evaluation. 
• Familiarity with artificial intelligence (AI) tools and technologies, with the ability to assess and integrate AI-drive solutions to enhance IT support and service delivery.
• Ability to analyze service metrics and user feedback to drive continuous improvement and innovation. 
• Knowledge of IT governance, compliance, and best practices in higher education environments. 
• Capacity to lead cross-functional teams and foster a collaborative, service-oriented culture.

• ISO 9000 certification or training, preferred
• Project Management (PMP), preferred
• Valid driver's license
• Required background checks

• Ability to navigate campus/public buildings and grounds
• Ability to travel independently by car and/or plane
• Ability to occasionally lift up to 25 lbs. 

• Professional office environment with interruptions and noise due to frequent visitors, students, staff, faculty, alumni, and retirees. 
• Some work in classroom buildings, auditoriums, and similar venues.
• Occasional travel is required for meetings, conference, and other events.

• Small van for equipment delivery, must undergo a driver's background check and have a defensive driving course
• Standard office equipment, phone A/V equipment, and more. 
• College-owned vans/cars/golf carts

Founded in 1855, Berea College is nationally recognized as the first coeducational and interracial college in the South. Berea has a longstanding commitment to interracial education and is one of the most racially diverse private liberal arts colleges in the United States. With an emphasis on service to Appalachia and beyond, Berea enrolls more than 1,500 students from 46 states and U.S. territories and more than 70 countries. Berea College admits students who are unable to afford tuition and provides all of them with a no-tuition promise. Berea’s students excel in the College’s supportive yet demanding academic environment, and most are the first in their families to attend college. As one of only ten federally recognized Work Colleges, all Berea students are expected to work 10-12 hours weekly in various positions across campus. Berea College is also the only institution in Kentucky to receive the 5-Star Rating from Money Magazine, 2025. Washington Monthly has named Berea College the #1 Best College in the nation in its 2025 College Guide. Berea College appears in their rankings as #1 College (overall): Best College for your Tuition (and Tax) Dollars,  #1 Best-in Class College,  #1 Liberal Arts College and #1 Best Bang for the Buck Southern College.

Located where the Bluegrass Region meets the Cumberland Mountains, the town of Berea (pop. 16,000) lies forty miles south of Lexington and is approximately two hours from Cincinnati, Louisville, and Knoxville. More information about Berea College is available at www.berea.edu.

Berea College, in light of its mission in the tradition of impartial love and social equality, welcomes all people of the earth to learn and work here.

Berea College is always looking for talented, self-motivated individuals to join our team. If you think you are ready to be a part of an exciting team, then we encourage you to continue with this applicant friendly, online job application! 
 

Berea College is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, age, national origin, ancestry, citizenship, disability, or veteran status.