Director of Engineering Services

Old Dominion University

Norfolk, VA

ID: 7056912
Posted: April 11, 2019

Job Description

Job Summary
This position leads and manages the technical support resources for online programs, instructors, staff, and students. Responsibilities include management, budget tracking, scheduling, training, and supervision of technical support staff that includes full-time/classified, part-time/hourly, and student interns/workers. Technical responsibilities also include maintenance, troubleshooting, management of projects, and overall support for the Office of Distance Learning’s data center, hardware and virtual servers, web-conferencing and telepresence infrastructure, video production studio and post-production systems, classroom audio, video, and control systems, and staff office, workstation, and laptop needs. This position works very closely and supports the ITS Help Desk, ATS Operations, Video Production, and engineers, CLT, all other DL departments, and the faculty, staff, and students who utilize our online and distance learning services. Other duties include: support the staff responsible for delivering current distance learning courses and programs, converting courses to distance delivery mode, developing and implementing new technical infrastructure to support course delivery at a distance, supporting and developing faculty technology and teaching skills, and enhancing internal efficiency through improved planning, coordination, and communication.

Type of Recruitment General Public
Minimum Qualifications
Master’s degree in a related field of study. Working/basic experience providing oversight and direction to the employees in an engineering and technical support group in accordance with an organization’s policies and procedures, customer support standards, and management best practices. Working/basic experience managing the scheduling of staff to support day and evening shifts. Working/basic experience in a technical support and data center environment, including 1) considerable experience with Cisco WebEx web-conferencing and Cisco telepresence infrastructure, 2) experience with server hardware, virtual servers (specifically VMware), maintenance, troubleshooting, management of projects, and 3) experience supporting a data center, hardware and virtual servers, classroom audio, video, and control systems, and staff office, workstation, and laptop needs. Technical project management experience, including the needs analysis and assessment of clients, the development of solutions, the development of project costs, scheduling of resources, the delegation and execution of project tasks, client and support staff training and project documentation, cumulative and summative project assessment, and experience with project tracking and communication. Managerial and technical experience in corporate, government, or academic setting specializing in distance learning or training system support, online education, and customer support, with specific emphasis on web conferencing, telepresence, data centers, virtual servers, and office workstations. Considerable knowledge of networking principles including routing, switching, subnetting, firewalls, and VPNs. Working knowledge of general programming and web development concepts, processes, and developmental support procedures. Considerable knowledge of online course delivery technologies and collaborative communication systems including Internet and cloud-based services and data center operations and management. Considerable knowledge of all aspects video encoding and distribution systems including hardware, software and protocols used in distance learning with emphasis on live video streaming, web-based distribution, distribution to mobile devices, and as used in video and web conferencing. Considerable knowledge of technical project management processes, procedures, and best practices. Considerable knowledge of customer and technical support goals, objectives, processes, procedures, and IT Service. Management best practices. Very strong skills in network engineering, network operation, and technical support. Management skills in development and negotiation of service and support contracts, RFPs, RFQs, and IFBs with organizations and third party providers of goods and services. Strong leadership and management skills. Strong communication and interpersonal skills. Ability to coach, mentor and develop staff, including overseeing new employee onboarding and providing professional development planning and opportunities. Ability to maintain availability to management and staff after hours and on weekends, especially in response to business continuity situations.


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