Director of Software Applications and Support

Title: Director of Software Applications and Support

Agency: Northern VA Community College

Location: Fairfax County - 059

FLSA: Exempt

Hiring Range: $155,000 - $175,000

Full Time or Part Time: Full Time

Additional Detail

• Ability to lead, supervise, and develop technical staff, and to organize and manage multiple concurrent priorities, projects, upgrade cycles, and vendor release schedules with competing deadlines and shared resources.
• Excellent interpersonal, oral, and written communication skills, including the ability to communicate effectively with senior leadership, functional business owners, technical peers, vendors, and end users; proven client-facing skills, including demonstrable experience managing high-impact customer relationships.
• Ability to work effectively in a team environment and independently with a self-sufficient, highly motivated approach; demonstrated willingness to cross-train and to be cross-trained in other roles and duties in support of a culture and reputation for excellence.
• Demonstrated ability to analyze and resolve problems at both functional and strategic levels, including the ability to interpret application logs, error reports, performance metrics, availability data, integration failure alerts, defect trends, and usage analytics to resolve incidents, identify risk, and recommend service improvements; ability to introduce innovative solutions and to learn evolving technologies as they emerge.
• Working knowledge of enterprise application administration across administrative, student, academic, workflow, and reporting systems, and of the full application lifecycle — requirements gathering, functional and technical design review, configuration management, environment management, testing (unit, system, regression, and user acceptance), deployment, patching, upgrade planning, documentation, and decommissioning.
• Knowledge of application security practices, including role-based access design, least-privilege permissions, separation of duties, environment segregation, privileged account handling, and periodic access review and recertification; ability to balance functional enablement and business agility with strong governance, data protection, and compliance requirements.
• Working knowledge of change and release management, incident and problem management, and service management practices, including ticket workflow, prioritization, escalation, root cause analysis, release coordination, and knowledge base development.
• Ability to establish, measure, and report service performance measures for application availability, incident and request resolution, support backlog, release success, integration reliability, and user satisfaction. records retention, and privacy and compliance requirements applicable to higher education.
• Knowledge of software procurement and vendor management, including licensing and subscription models, contract and renewal cycles, service-level agreements, support escalation paths, product roadmap evaluation, and third-party security and accessibility review.
• Proficiency in Microsoft ecosystem

• Progressively responsible experience at an enterprise level, including responsibility for enterprise software applications and application support services.
• Experience supervising or leading technical staff, including hiring, performance management, and team development.
• Experience with enterprise application implementation, configuration, upgrade, and integration in a complex, multi-stakeholder organization, including application integrations and promoting adoption of new technologies.
• Experience with application support operations, including incident and request management, escalation, service-level expectations, and customer communication.
• Experience partnering with functional business owners to gather requirements, document processes, and deliver application solutions that meet business needs.
• Experience in software licensing, and vendor and contract administration.
• Experience applying security, access control, audit, and compliance requirements to enterprise applications and their data.

• Experience supervising multiple enterprise IT or enterprise application units using current enterprise-class systems and software.
• Technology management experience and demonstrated technology proficiency in enterprise-level software and platforms.
• Experience in higher education, public sector, or another regulated environment, including familiarity with student information systems, learning management systems, enterprise resource planning and administrative systems, constituent relationship management systems, and institutional reporting.
• Experience leading a major enterprise application implementation, migration, consolidation, or modernization effort.
• Experience with integration and automation technologies, including API management, middleware or integration platform as a service, workflow automation, and scripting.
• Experience governing vendor-hosted and SaaS applications, including tenant and environment administration, vendor release-cycle management, and third-party security, privacy, and accessibility review.
• Experience with formal project management, business analysis, and service management frameworks.
• Professional certifications such as PMP, ITIL, Agile or Scrum credentials, business analysis credentials, or vendor application administration certifications.