Stony Brook University Director of Support Services in Stony Brook, New York

Director of Support Services


Required Degree/Qualifications : (As evidenced by an attached resume)

Bachelor’s Degree or higher. Five [5] years of directly related, full-time experience in a help desk office with at least three [3] of the five [5] years at the managerial level. Overseeing and managing the daily operations of the Help Desk Office with extensive supervisory experience. Providing leadership, guidance and training. Identifying training and professional development opportunities. Effectively staffing roles and identifying required skill sets of the technical team members.​ Experience using an ITSM to develop KPIs, identify trends, and implement continual service improvement. Experience working with or knowledge of desktop deployment & support (including installation, upgrades, software, hardware, operating systems, mobile devices and peripherals) and related coordination of support operations.

Preferred Qualifications:

Advanced Degree. Prior hiring and evaluating of staff experience to include administering disciplinary action as needed. Project Management experience Budget management experience. ITIL foundations, Six Sigma and PMP certifications.

Brief Description of Duties:

The Director of Support Services will actively manage a complex organization of service desk, field technicians, and endpoint engineering staff focused on customer service delivery for 30,000 end users, 2500 University devices, 35,000 BYOD devices, and 28,000 service desk calls annually. This position will be responsible for the delivery, management and improvement of IT services in support of university activities, using a set of well-defined best practices based on ITIL. Responsible for leading the development, implementation, sustainment, and continuous improvement in IT Service Management processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery. Provide leadership for continuous improvement of the incident management process and the integration of the incident management process with other IT operations management processes, such as problem and change management in an effort to improve service performance and satisfaction. The successful incumbent must have outstandingwritten, verbal, and interpersonal communication skills.Experience successfully working independently as well as part of a team with a collaborative approach to problem solving.Experience with adapting to rapid changes in priorities and logistical requirements as presented.

  • Lead and create information technology strategies, policies, and processes by evaluating organizational outcomes; identifying problems; evaluating trends; anticipating requirements. You will develop the long term Information Technology planning strategy in support of organizational and institutional objectives. In performance of all job duties, at all times be responsible for delivering optimal customers service, for protecting institutional data and privacy, and the delivery of solutions and services by following divisional and University policies, procedures, and processes.

  • Provide direction, supervision and leadership to members of the client support and the help desk group. The Director of Support Services is responsible for all aspects of maintaining these positions, and the individuals in these positions, including the duties of hiring, assigning and prioritizing work, setting expectations, performance management, and termination.

  • Provide leadership and direction for endpoint strategy, digital desktop, and end user technology delivery.

  • Responsible for all desktop software and hardware inventory, compliance and audits, including printers, copiers, mobile devices, scanners, etc.

  • Develop, maintain and provide key performance indicators, utilize ITSM to drive continuous service improvement and organizational transformation.

  • Other duties or projects as assigned as appropriate to rank and department mission.​

Special Notes:

This is a full time appointment.FLSA Exempt position, not eligible for the overtime provisions of the FLSA. Minimum salary threshold must be met to maintain FLSA exemption.

Weekend hours may be required at a times.


  • Due to U.S. Export Control laws and regulations, the candidate hired will need to be a U.S. citizen, lawful permanent resident, or other "protected individual" (as defined by 8 U.S.C. Sec. 1324b(a)(3).**

Stony Brook University is 100% tobacco-free as of January 1, 2016. See our policy and learn more

Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor’s Office of Employee Relations at (518) 474-6988 or via email at .

About Stony Brook:

Stony Brook University, home to many highly ranked graduate research programs, is located 60 miles from New York City on Long Island's scenic North Shore. Our 1,100-acre campus is home to 24,000 undergraduate, graduate, and doctoral students and more than 13,500 faculty and staff. SBU is a comprehensive research-intensive university and a member of the prestigious Association of American Universities (AAU), which includes 34 public universities among its 62 members. SBU consists of 12 schools and colleges and a teaching hospital that provides state-of-the-art healthcare in the Long Island region. SBU also manages and performs joint research with Brookhaven National Laboratory, the only Department of Energy Laboratory in the Northeast, and shares doctoral programs with Cold Spring Harbor Laboratory, a world-renowned molecular biology institute. Home to the Emerson String Quartet, the Jackson Pollock House in East Hampton, New York, the Humanities Institute, and the Southampton Arts Program, and with endeavors that extend to the Turkana Basin Institute in Kenya and the Ranomafana National Park in Madagascar, SBU sustains an international reputation that cuts across the arts, humanities, social sciences, and natural sciences.

Stony Brook University is an Affirmative Action/Equal Opportunity employer. We encourage protected veterans, individuals with disabilities, women and minorities to apply.

If you need a disability related accommodation, please call the University Human Resource Services Department at (631) 632- 6161 or the University Hospital Human Resources Department at (631) 444-4700. In accordance with the Title II Crime Awareness and Security Act, a copy of our crime statistics is available upon request by calling (631) 632- 6350. It can also be viewed on line at the University Police website at

Job Field: Information Technology

Primary Location: US-NY-Stony Brook

Official Job Title: Associate Director of Computing Services

Department/Hiring Area: Division of Information Technology / CES

Stony Brook University

Schedule: Full-time

Pass Days: Day Shift

Posting Start Date: Jul 9, 2018

Posting End Date: Aug 16, 2018, 10:59:00 PM

Salary: Commensurate with experience

Salary Grade: SL6

Req ID: 1801312