Inside Higher Ed · 18 hours ago
Assistant Director, Information Technology - Technical Services
La Jolla, CA
Full-time
Onsite
Director/Executive
$125K/yr - $155K/yr
7+ years expThe Salk Institute is an internationally renowned research institution seeking an Assistant Director of IT, Technical Services to provide strategic leadership and operational oversight for technical support and end-user services. This role focuses on delivering high-quality technical services that support the Institute’s research and operational missions while leading the Technical Services team and managing service delivery operations.
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Responsibilities
Provide day-to-day leadership, supervision, coaching, and performance management for the Technical Services team, including service desk and desktop support staff
Establish and maintain service standards, operational procedures, documentation, and knowledge‑base practices
Oversee and optimize the Institute’s IT ticketing system, including workflows, metrics, reporting, and service‑level objectives
Ensure consistent, high-quality customer service and timely resolution of incidents and requests
Partner with scientific, administrative, and facilities stakeholders to understand needs and improve service delivery
Drive continuous improvement initiatives to enhance efficiency, reliability, and user experience
Lead and manage technical services-related projects, including endpoint deployments, upgrades, software rollouts, and workflow enhancements
Serve as project manager for initiatives involving desktop systems, peripherals, collaboration tools, and telephony services
Coordinate timelines, resources, vendor relationships, communications, and change management activities
Collaborate closely with Infrastructure, Network, Security, and Applications teams to ensure seamless service delivery and operational readiness
Support planning and transition activities for new or enhanced IT services
Act as liaison between Technical Services and Infrastructure/Network teams for escalated or complex issues
Oversee endpoint lifecycle coordination, including provisioning, maintenance, and replacement planning
Provide oversight and coordination for telephony and VoIP systems, including call routing and user support processes
Participate in the evaluation and adoption of emerging endpoint and communication technologies
Hands-on technical issue/ticket resolution as required
Support budgeting, asset tracking, and vendor coordination related to technical services
Perform other related duties as assigned by management to meet the evolving needs of the Institute
Directly supervises 2 employees
May indirectly supervise other IT Infrastructure employees, contractors, consultants, and third-party service providers
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
Qualification
Required
Minimum seven (7) years of progressive IT support or IT service management experience
At least three (3) years of supervisory or team‑lead experience
Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, or equivalent combination of education and experience
Experience managing enterprise ticketing systems
Proven leadership and staff development experience
Strong project management and communication skills
Experience administering or supporting telephony/VoIP systems
Preferred
Master's degree in IT Management, Business Administration, or related field
ITIL certification or equivalent service management training
Experience supporting academic, biomedical, or scientific research environments
Benefits
Medical
Dental
Vision
Retirement
Paid time off
Tuition reimbursement
Patient advocacy services
Transit/parking program
Company
Inside Higher Ed
Inside Higher Ed is the online source for news, opinion, and jobs related to higher education.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2022-01-10Acquired
2006-08-31Series Unknown
Leadership Team
Stephanie Shweiki
Director, Foundation Partnerships
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