Manager of Technology Service and Support

JOB SUMMARY

The Manager of Technology Service and Support leads the MICDS community in the use of end-user and client devices and technologies and assumes the primary responsibility of the day-to-day operations of the Technology Department service desk(s).

ESSENTIAL FUNCTIONS 

• Models and insist on a positive, accessible, helpful technology support environment for all MICDS constituents.
• Manages overall IT and A/V day-to-day operations, including supervision of the service desk and A/V technicians.
• Under the guidance of the Director of Technology, establishes IT standards, procedures, and policies to ensure consistency and reliability.
• Coordinates and manages the computer imaging and summer refresh processes.
• Manages equipment requests and device loans.
• Coordinates and manages end-user and classroom equipment life cycle review, installation, deployment, decommissioning, replacement, and donation.
• Collaborates with the Data Team and Network support in implementing cloud/on-premise systems integration.
• Collaborates with the Director of Technology in establishing metrics, key performance indicators, and service level agreements for driving the performance of IT operations.
• Assists the Director of Technology in reviewing, prioritizing, and approving annual IT-related initiatives.
• Reviews, evaluates, tests, and recommends solutions for hardware and software acquisitions.
• Produces training materials and provides individual and/or group instruction and training to students, faculty, and staff on computer technologies, as appropriate.
• Maintains a broad knowledge of state-of-the-art educational and institutional technologies, equipment, and systems. Participates in professional development activities as appropriate.
• Maintains a high standard of student, faculty, and staff service in dealing with and responding to end-user questions and requests.
• Maintains applicable records including service requests, asset tracking, user lists, user accounts, security, and equipment inventory.
• Trains and directs student employees or interns as appropriate.
• In coordination with the Director of Enrollment Management, the Director of Human Resources, and other staff leaders, facilitates student and faculty on-boarding and off-boarding.
• Engages in other projects and responsibilities at the School’s discretion. 

JOB REQUIREMENTS AND QUALIFICATIONS 

• Bachelor's degree or equivalent experience in computer engineering, information systems, or directly related fields is required.
• Five years of service desk experience, and supervisory experience desired.
• Knowledge of network and computer hardware, including Macintosh and PC.
• Strong application support experience with Microsoft Windows, Mac OS, and web-based applications.
• Ability to communicate effectively, both orally and in writing, to end users with differing maturities and skill levels.
• Ability to prioritize and follow-up on multiple tasks and meet assigned deadlines.
• Ability to work and succeed in a multi-cultural and collaborative work environment.
• Goals and results-oriented with a high level of initiative, dependability, and self-motivation. Functions equally well independently or as a central figure on a multifunctional team.
• Knowledge of computer security procedures and protocol.
• Ability to analyze complex computer problems and provide solutions.
• Ability to investigate and analyze information and draw conclusions.
• Willingness to work additional hours during peak periods, occasional evenings and weekends as needed. 

OTHER INFORMATION 

• A criminal history and background check is required and must be successfully completed.
• Generally, works in standard office conditions and climate.
• May work at a desk and computer for extended periods of time.
• Exposed to visual display terminal for prolonged periods.
• Dexterity and precision required in the operation of a computer.
• Light physical activity. Work may involve lifting and transporting equipment across campus.
• Ability to rapidly report to any point on campus and meet frequently with a variety of school personnel.
• Work environment involves minimal exposure to hazards or physical risks but requires following basic safety guidelines and rules.
• Flexibility to include some evening and weekend work.

Position Type: Full-Time

Job Requirements

• At least 5 year(s) of relevant experience preferred.
• Bachelor degree preferred.
• Citizenship, residency or work visa required