Director, Technology Customer Experience
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About The Position
The Director of Technology Customer Experience at Pasadena Area Community College District is a pivotal role that reports directly to the Chief Technology Officer. This position encompasses a wide range of responsibilities focused on enhancing the end-user support of information technology systems. The Director will oversee the operations of the Help Desk, Audio Visual, Staging Services, and Technical Support staff, ensuring that all departments function efficiently and effectively. This role requires a strategic approach to managing day-to-day operations, developing departmental budgets, and evaluating personnel performance. The Director will also be responsible for planning and executing technology projects that support both instructional and administrative operations, thereby improving the overall effectiveness of the District's technology services. In addition to operational oversight, the Director will design and implement technology training sessions for staff and faculty, ensuring that all users are equipped with the necessary skills to utilize technology effectively. The role involves collaborating with the Chief Technology Officer to establish standards and specifications for technology hardware and software, ensuring compliance with security and procedural integrity. The Director will also manage the acquisition and replacement of technology resources, working closely with vendors to negotiate contracts and ensure that all purchases align with the District's guidelines. The Director will supervise the maintenance of a knowledge base for both internal and user-facing documentation, ensuring that all technology-related information is accessible and up-to-date. This position also includes the administration of hardware and software support for computer labs, ensuring that they meet the evolving needs of instructors and provide a high-quality experience for students. The Director will track customer requests, evaluate user satisfaction, and assess the performance and reliability of hardware and software solutions. Participation in college-wide committees, including the District's Technology Advisory Committee, is also a key aspect of this role, allowing for collaboration and input on technology initiatives across the District.
