Manager, Technical Support

Position Title:

Job Description:

POSITION SUMMARY
The technology support manager will supervise an assigned team and coordinate the daily operations of the Technology Support and Media Services (TSMS) Department. The manager will ensure tickets are populated with quality data and are properly assigned or escalated. This position will make college-wide purchases and manage the inventory of TSMS assets. The technology support manager is responsible for the administration of the IT ticket system, as well as maintaining and updating the knowledge base. The manager will provide leadership with a customer service mindset.

ESSENTIAL JOB DUTIES AND KEY RESPONSIBILITIES

1. Manage the daily operations and coordinate the activity of technicians in TSMS, ensuring tickets are populated with quality data and are properly assigned or escalated.
2. Manage TSMS assets by purchasing, allotting and issuing devices, and peripherals from inventory.
3. Responsible for yearly employee performance appraisals for assigned team members.
4. Administrator of the TSMS ticket system.
5. Administrator of the IT knowledge base. Ensure that all processes used in TSMS are thoroughly documented, consistently audited, and regularly improved.
6. Provide operational leadership to TSMS team members to ensure organizational processes are effectively carried out on a day to day basis.
7. Participates in the daily meeting and reporting on department activity and planning.
8. Markets and promotes the Technology Support and Media Services Department. Advocates for necessary resources, support, and appreciation for the TSMS Department.
9. Server as liaison between TSMS and the Network team to ensure best practices and functionality of device images and group policies.
10. Provide leadership and forward thinking for the implementation of technology intended for the betterment of the college.
11. Coordinate warranty repair and communication with 3rd party vendors.
12. Provide equivalent support as the TSMS Technical Analyst I and Technical Analyst II positions, including, but not limited to software installation, computer, display and peripheral hardware troubleshooting, and repair. Organize and assist end-users with virtual meetings. Ensure the functionality of all TSMS equipment.
13. Perform other related duties as assigned.

MINIMUM QUALIFICATIONS

1. Bachelor's degree or Associate's degree plus three (3) years of computer support experience.
2. Experience with supervising personnel.
3. Experience with asset and inventory management.
4. A+ certification.
5. Strong writing and organizational skills.
6. Excellent communication and customer service skills.
7. Ability to establish and maintain cooperative and effective working relationships with other members of the college and community, displaying cultural competence as well as emotional intelligence.
8. Demonstrated commitment to the college's core values of respect and inclusion, sustainability, integrity, collaboration, humor and well-being, innovation, and quality.

PREFERRED QUALIFICATIONS

1. Experience with Microsoft and TeamDynamix service management systems.
2. Knowledge of procurement best practices.
3. Experience in a higher education setting.
4. Project Management Institute (PMI) certification.
5. Apple certification.
6. English and Spanish verbal and written communication proficiency.
7. Demonstrated multicultural competence.

WORK SCHEDULE

* 40 hours per week.

PHYSICAL DEMANDS
1. Ability to lift and move up to 50 pounds.
2. Requires bending, stooping, kneeling, reaching, and ladder use.
3. Campus is large and employees are expected to walk multiple miles within 8hr shift.

WORKING CONDITIONS

1. Most duties performed indoors; some exterior work may be required.
2. Some travel might be needed.

BENEFITS

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