Assistant Director of IT Support (User Services, 2-year contract)

• Experience in deploying Teaching & Learning technology with AI agents and LangGraph

• Oversee operations and project implementation for the University’s IT Help Centre, Student Computing Center, Teaching & Learning technology, AV/IT facilities, and University Cloud collaboration tools.
• Continuously track and report on service performance metrics to align IT support resources with user demand.
• Collaborate with user units, communicate effectively, and provide training to promote the adoption of common technology standards and solutions.
• Lead initiatives to enhance the student learning experience through AI and digital transformation, managing stakeholders in academic units for Teaching, Learning, and Assessment adoption.
• Identify and source technology solutions to support the execution of the University’s strategic plan.
• Provide guidance and mentorship to talent within the User Support Services Section.
• Perform other responsibilities as assigned by the Director of Office or their delegates.

• A recognized degree in Computer Science, Software Engineering, or a related discipline.
• Over 10 years of experience in leading IT teams to deliver support services and implement technology projects within sizeable organizations.
• Ability to manage end-user expectations and implement technology-driven process changes to enhance efficiency in study administration activities.
• Hands-on experience with agile methodologies to develop new digital capabilities using Large Language Models and advanced prompting techniques.
• Excellent spoken and written communication skills in both English and Chinese, including Putonghua.
• Experience in deploying Teaching & Learning technology with AI agents and
• LangGraph in a higher education context is a significant advantage.

Manpower