Massachusetts College of Art and Design · 4 hours ago
Assistant Director of Service Operations
Boston, MA
Full-time
Onsite
Lead/Staff, Director/Executive
$90K/yr - $108K/yr
5+ years expMassachusetts College of Art and Design (MassArt) is the nation's first and only independent, free-standing public college of art and design. The Assistant Director of Service Operations provides leadership for all client-facing technology support functions, coordinating helpdesk operations and ensuring efficient service delivery while supervising staff and managing daily operations.
Higher Education
No H1B
Responsibilities
Lead and supervise the Client Services team, including recruitment, onboarding, coaching, and performance evaluation of staff
Manage daily staffing levels, workload distribution, and scheduling to ensure dependable support coverage across locations
Handle complex or escalated technical issues, coordinating with other IT units as needed to ensure resolution
Establish, refine, and maintain documented service processes, standards, and procedures to promote reliable and efficient service delivery
Working with the service desk manager, track service performance through metrics, reporting, and user feedback
Oversees the operational lifecycle of administrative and instructional endpoints, including recommending specification, procurement coordination, deployment, configuration, asset tracking, maintenance, and decommissioning, in alignment with institutional policies and guidance
Manage vendor relationships related to endpoint hardware, software, and support tools
Ensure secure configuration and management of endpoints through modern device management platforms such as Intune, KACE, JAMF, or similar tools
Maintain patching, endpoint protection, access control systems, and support security compliance activities?including data protection, accessibility, and regulatory requirements
Manage Client Services expenditures and provide informed recommendations for annual budgets, including endpoint purchasing, replacement cycles, and technology tools
Provides operational oversight and coordination for projects initiated by the Client Services, ensuring alignment with defined priorities, timelines, and available resources. Actively participate in cross-functional projects involving Client Services to ensure technical feasibility, stakeholder engagement, and successful implementation
Assumes additional responsibility as may be determined by the Deputy Chief Information Officer or the Chief Information Technology Officer
Qualification
Required
At least 5 years of progressive experience in IT service operations, client services, or endpoint management
Minimum 2 years of supervisory and management experience in a technology support environment
Demonstrated experience using and managing endpoint management tools such as Microsoft Intune, JAMF, KACE, or similar
Prior experience with service management software and strong understanding of IT Service Management (ITSM) principles and frameworks (e.g., ITIL)
Experience with device lifecycle management, patching, and endpoint security
Experience with business productivity applications (e.g. Google Docs, Microsoft Office) and digital media, art and design applications (e.g., Adobe Creative Cloud software, Apple Pro applications, Autodesk, etc.)
Familiarity with security best practices, accessibility standards, and regulatory compliance (FERPA, GDPR, etc.)
Understanding of budget planning and vendor management for hardware/software procurement
Experience managing projects with project management tools or PM certifications (e.g., PMP, CAPM, or Agile methodologies)
Excellent leadership, communication, and collaboration skills
Ability to manage multiple priorities and projects in a fast-paced academic environment
Preferred
Experience in higher education, public sector, or similarly complex organizational environments
Bachelor's degree in Computer Science, Information Technology, or a related field
Demonstrated knowledge of Windows Active Directory administration and Group Policy
Prior experience with Apple Device Enrollment Program (DEP), Apple iOS and MacOS configuration profiles, Apple Configurator, disk images, LDAP directory services, Active Directory and Jamf
Prior experience with Windows endpoint management and deployment platforms (e.g., System Center Configuration Manager (SCCM), Windows Deployment Services, KACE, Intune, etc.)
Prior experience with enterprise encryption products, anti-virus and anti-malware products
Benefits
Comprehensive Benefits (does not apply to contractor/student positions)
Company
Massachusetts College of Art and Design
Massachusetts College of Art and Design is a school.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Robert Perry
Vice President for Administration and Finance and CFO
Deborah Saks
Deputy Chief Information Officer
Recent News
2025-11-15
2025-10-16
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