Director, Technical Support

UMGC Asia

Location: Asia Yokota Headquarters

Regular, Full-Time -100% FTE, Grade 008

The Director, Technical Support (DTS) will be the main POC for the IT team and must have strong verbal and written communication skills. The DTS will be responsible for ensuring smooth functioning of all internet operations, phones, and electronic equipment at the regional Headquarters (“HQ”) and all field sites. The DTS will work closely with the HQ department heads, NTC Manager, Regional Directors, the field offices, and with the stateside IT team to ensure that all systems are operating effectively. Work is on-site at the overseas headquarters building. Occasional TDY travel to education centers might be required. Duties include, but are not limited to:

SPECIFIC RESPONSIBILITIES INCLUDE:

• Collaborate with AccelerEd VP of IT and SecOps, AVP of IT Support Ops, Director of Server Engineering and Networking, and Director of Information Security on Global IT strategy.

• Supervise the Technical Support Manager, and other IT staff, providing guidance as required.

• Provide strong leadership and support to all UMGC staff for technical problems and issues, especially for the leadership team, department directors, Regional Directors (RDs), Building Monitors, and National Test Center (NTC) Coordinators.

• Collaborate closely with other departments to understand their IT requirements, needs and preferences 

• Regularly scan and evaluate current systems to find any risks, vulnerabilities, and improvement opportunities

• Meet with the leadership team to propose and recommend any new software to help UMGC meet their organizational goals.

• Administer developing technologies, security controls, and implement new elements in hardware and software systems in collaboration with Stateside & Global IT standards and practices.

• Manage deploy hardware, software, and related equipment to regional field sites and HQ and assure alignment with Global IT Infrastructure Standards for Switching, Firewalls, Networking, Wireless Networking, Telephony, Monitoring, and alerting.

• Primary POC for regional HQ and remote office ISPs (Internet Service Providers) to investigate, procure, and implement needed internet connectivity circuit with necessary bandwidth, static IPs (if possible), Standard SLAs, Support and Maintenance, for site operations, while assuring a proper incident mitigation system, escalation process, and communication process.

• Provide maintenance support including site visits and provide telephone/remote support

• Support technical operations at the NTC sites, to include maintaining connections with the three separate testing agencies and coordinating with NTC Administrators, RDs and Education Service Officers (ESOs).

• Develop and install NTC computer systems throughout the theater to meet contract specifications

• In conjunction and consultation with stateside IT, plan and implement the migration of current and future:

  • IT systems for the region in alignment with Global IT Infrastructure Standards

  • End user PCs using Microsoft Intune, Autopilot and associated tools and processes.

  • Deployment of DEX technology (i.e., NexThink). Manage employee training and use of DEX for management, troubleshooting, and remediation of regional PC fleet issues.

  • Provide technical visibility for Global IT Infrastructure staff for collaboration and issue remediation of regional local networking & computing infrastructure as needed.

• Manage computer-related division inventory.

• Oversee procurement, use, costs, and plans for all mobile devices.

• Oversee technical staff and related projects for technology solutions in the region, especially coordinating with the VP & Director, AVP & Deputy Director, and other leaders/stakeholders as needed.

• Perform other job-related duties as assigned

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor's degree

• Five (5) years of relevant IT experience

• Five (5) years of supervisory/management experience and work experience in a team environment

• Ability to obtain a valid base driver's permit and lift 40 lbs.

• Excellent skills in the areas of project management, creative problem solving, time management, oral and written communication, and interpersonal skills.

• Successful leadership, communication, team building, and organizational skills within a complex and diverse organization

• Knowledge of technical support functions.

• Ability to use independent judgment and make informed decisions in a timely fashion.

• Up-to-date knowledge on the latest IT trends and proficiencies

• Ability to explain highly technical concepts in simple terms.

• Knowledge of best computer security practices.

• Good research and analysis skills.

• Ability to interact and communicate effectively with all levels of an organization, including the stateside IT staff.

• Ability to prioritize and successfully manage multiple tasks; and adapt to changes in a dynamic work environment.

PREFERRED EDUCATION AND EXPERIENCE:

• Master's degree from a U.S. regionally accredited institution.

• Ability to communicate and work with host nation vendors.

• Strong technical background.

• Knowledge of secondary and postsecondary education environments and complete familiarity with US Military structure and organization.

• Experience with strategic planning and operational management, developing and implementing operational policies and procedures, forecasting, and information analysis and presentation.

Who May Apply: Applicants with individual logistical support (ILS) preferred. Applicant must qualify for ILS. Criteria under which applicants qualify for ILS are: must serve the US Forces exclusively; are not stateless persons; are not ordinarily resident in the host nation. 

All submissions should include a cover letter and resume. UMGC offers competitive compensation and comprehensive benefits for qualifying positions, such as tuition remission, generous leave and healthcare. For detailed benefits information, please visit: https://careers.umgc.edu/benefits.html.

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation or veteran status in employment, educational programs and activities, and admissions.

University of Maryland Global Campus (UMGC) is committed to helping safeguard the health of its faculty, staff, students, contractors, and guests. Because vaccinations reduce the spread of SARS-CoV-2-the virus that causes COVID-19-all prospective UMGC faculty (full-time and adjunct) and staff are strongly encouraged to be fully vaccinated and current with the recommended boosters. As always, operations at our military locations in Europe, Asia, and stateside will follow the guidance of the U.S. Department of Defense and local commands, and may require proof of full vaccination, unless an exception is approved as a reasonable accommodation based on disability or religion. If so, a copy of their Approved Exception Letter must be provided before the start of their employment. Failure to provide proof of vaccination or show proof of exception may result in the offer of employment being rescinded.

Workplace Accommodations:

The University of Maryland Global Campus Global Campus (UMGC) is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. UMGC is dedicated to the principle that no qualified individual with a disability shall, based on disability, be excluded from participation in or be denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee-accommodations@umgc.edu.