Assistant Director of Help Desk (Pirate Techs)

Information Technology and Computing Services ( ITCS) is the central agency that supports enterprise-wide computing at East Carolina University. ITCS, through innovative information technology initiatives and service, provides opportunities for the ECU community to excel in teaching, research, and service using state-of-the-market technology and collaborative environments. ITCS is first and foremost committed to providing excellent information technology support for faculty, staff, and students. ITCS partners with campus departments, other universities, and industry to make strategic investments in information technology infrastructure that will help maintain a competitive advantage in administrative applications, faculty research, and outreach to the state and nation. We will achieve this through increasing the core functions and deploying appropriate technology throughout the university.

Information Technology and Computing Services ( ITCS) at East Carolina University provides enterprise-wide technology support and services. The Pirate Techs team is the university's frontline IT support resource, offering walk-in and remote assistance to students, faculty, and staff across five campus locations and a centralized service desk.

INTERNAL POSTING: Open only to applicants currently employed by East Carolina University

The Assistant Director, Pirate Techs Support will oversee both the Pirate Techs walk-in support center locations and the IT Service Desk, with each location and the service desk organized as individual Pods. Collectively, these Pods will comprise at least eight (8) full-time staff members, supported by an additional working supervisor who will assist with day-to-day leadership and operations.

In partnership with the working supervisor, the Assistant Director will lead the development of a new Pirate Techs support structure, collaborating closely with colleagues across Client Engagement & Support - End User Support. This structure is designed to enhance operational alignment, encourage cross-functional collaboration, and promote professional growth across all support modalities.

IT Service Management and Support:
Manage day-to-day operations of the Pirate Techs walk-in Technology Support Centers across Main Campus and the Health Sciences Campus, as well as the centralized IT Service Desk. Provide general IT support for faculty, staff, and students on university systems. Evaluate and resolve hardware, software, and network connectivity issues. Provide first-level IT support for basic to moderately complex issues using documentation, training, and technical resources. Identify emerging trends and recommend technical solutions to current and future problems.

Team Leadership and Operations:
Supervise and mentor Pirate Techs staff and the working supervisor. Oversee hiring, training, scheduling, performance evaluations, and time approvals for full-time staff and student workers. Anticipate IT equipment needs and coordinate with departmental supervisors.

Strategic Planning and Service Optimization:
Develop procedures and guidelines to ensure adherence to ITCS technical standards and security protocols. Coordinate project management activities, including scheduling and reporting on shared and campus-wide initiatives. Collaborate with other IT teams to improve processes and enhance customer service delivery. Research and implement new technologies based on departmental needs and participate in strategic planning initiatives.

Outreach, Engagement, and Compliance:
Work with departments across campus to update student computer requirements. Represent Pirate Techs on university committees and professional organizations. Provide operational and technical support for university-wide initiatives such as Orientation, IECHS Onboarding, the Brody School of Medicine Student Laptop Rollout, and other events where Client Support resources are mobilized to meet institutional needs.

Escalation and Specialized Support:
Serve as an escalation point for complex or sensitive support issues. Research and evaluate emerging technologies, including AI tools, to enhance service delivery and supplement staff capabilities. Ensure seamless coordination and integration across phone, email, artificial intelligence tools, and in-person support channels to deliver consistent and responsive client experience. Monitor ticketing trends and user feedback to identify areas for improvement.

The standard work schedule for this position will need to be adjusted to meet the position requirements, which include and are not limited to evening and weekend hours to perform scheduled and unscheduled workload requirements to maintain University operations.

This position requires the employee to reside within a reasonable commutable distance of the ECU main campus. "Reasonable commuting distance" is defined as a location that does not exceed a distance that can be safely traveled in two hours by automobile under average conditions of traffic, weather, and roads to employee's assigned duty station in Greenville, NC.

Contingent upon availability of funds.

Bachelor's degree and 2 years of relevant experience or equivalent combination of education and experience.

All degrees must be received from appropriately accredited institutions.

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East Carolina University requires applicants to submit a candidate profile online in order to be considered for the position. Candidates must also submit a cover letter, resume, and a list of three references, including contact information, online.

Applicants must be currently authorized to work in the United States on a full-time basis.

In order to be considered for this position, applicants must complete a candidate profile online via the PeopleAdmin system and submit any requested documents. Additionally, applicants that possess the preferred education and experience must also possess the minimum education/experience, if applicable.

East Carolina University is committed to workforce success and cultivating a culture of care for our employees. ECU prohibits unlawful discrimination and harassment based on race/ethnicity, color, genetic information, national origin, religion, sex, sexual orientation, gender identity, age, disability, political affiliation, and veteran status. All qualified applicants will receive consideration for employment without regard to their protected veteran status or disability.

Individuals requesting accommodation under the Americans with Disabilities Act Amendments Act ( ADAAA) should contact the ADA Coordinator at (252) 737-1018 (Voice/ TTY) or ADA-Coordinator@ecu.edu.

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. ECU participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

If you experience any problems accessing the system or have questions about the application process, please contact the Department for People Operations, Success, and Opportunity at (252) 328-9847 or toll free at 1-866-489-1740 or send an email to employment@ecu.edu. Our office is available to provide assistance Monday-Friday from 8:00-5:00 EST.