The mission of Information Technology & Telecommunication Services is to explore, implement and support the uses of technology to achieve the University’s academic and administrative objectives as stated in the University strategic plan.
Primary Purpose of the Position:
This position is responsible for the management of all university desktop and mobile devices as well as other peripherals such as printers, fax machines, scanners, etc. This position is also responsible for the inventorying of these devices as well as their maintenance and support. The position supports academic instructional technology to include Smart Classrooms, computer labs, distance learning equipment, and technology enhanced rooms. The person designated to this position is responsible for the management of various monetary, technical, and human resources assigned to the Client Services unit. The IT Client Support Manager understands hardware and desktop support as well as general software support and its role with in the higher education enterprise. The IT Client Support Manager is responsible for planning and directing work activities as appropriate. The IT Client Support Manager is responsible for budget oversight and planning, providing input to peer managers and high-level executives regarding direction of work within the unit, and participating in the development of the strategic direction of the organization.The IT Client Support Manager contributes to the development and enforcement of operational standards for the Client Services unit. The IT Client Support Manager is responsible for the growth and development of the human resources assigned to the unit.
Duties and Responsibilities:
• User Hardware Support – Provides support for the university desktop devices, mobile devices, peripherals, etc. Support of these systems include- deployment, refresh, maintenance, security, inventory tracking, and training. Research, evaluate, and recommend new technology and identify trends that can be used in managing or supporting the university hardware resources. Maintain a ‘life-cycle’ approach to refresh hardware and ensure that all maintenance contracts for hardware/software are current.
• Instructional Support – Maintain a high level of availability for all instructional technology to include Smart classrooms, technology enhanced classrooms, distance learning equipment, and computer labs. Research, evaluate, and recommend new technology and identify trends that can be used in supporting instruction.
• Administrative Duties – Supervise and direct Client Services staff. Utilize performance management tools to track work assignments and document performance. Maintain up-to-date hardware inventory, including locations of the hardware, and comply with the university’s annual fixed asset procedures on a timely basis. Participate in university and ITS related committee activities, divisional strategic planning, and IT project priority setting.
• Customer Service – Ensure that all issues related service requests are responded to within 4 hours and that Client Services staff work with high standards of service orientation and anticipation of customer needs. Ensure all issues and requests are fully documented using identified service request software management systems and/or project management tools.
Minimum Education and Experience Requirements:
Master’s in computer science, computer engineering, Math, Engineering, or other IT related technical degree and 1?2 years’ experience in the field of information technologies; or Bachelors and 2?4 years’ experience. 1-2 years of supervisory experience.
For priority consideration, please submit all application materials by Sunday, August 11, 2019.