Manager, Technical Support

Austin Community College Austin, TX Full-time Information Services / Technology (IT)

Posted on April 9, 2024

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Manager, Technical Support

Austin Community College

Job Posting Closing Times: Job postings are removed from advertising at 12:00 A.M. on the closing date e.g., at midnight on the day before the closing date.

If you are a current Austin Community College employee, please click this link to apply through your Workday account.

Austin Community College is a public two-year institution that serves a multicultural population of approximately 41,000 credit students each Fall and Spring semester. We embrace our identity as a community college, as reflected in our mission statement. We promote student success and community development by providing affordable access, through traditional and distance learning modes, to higher education and workforce training, including appropriate applied baccalaureate degrees, in our service area.

As a community college committed to our mission, we seek to recruit and retain a workforce that:

Values intellectual curiosity and innovative teaching
Is attracted by the college's mission to promote equitable access to educational opportunities
Cares about student success and collaborates on strategies to facilitate success for populations including; first generation college students, low-income students, and students from underserved communities.
Focused on student academic achievement and postgraduate outcomes
Welcomes difference and models respectful interaction with others
Engages with the community both within and outside of ACC

Job Posting Title:
Manager, Technical Support

Job Description Summary:
The Technology Support Manager is responsible for ensuring the smooth running of the day-to-day operations of the Technical Support (Sr. IT Computer Support Technicians) team in Information Technology. This role will work directly with partners across the institution to understand the needs of our community and deliver services and solutions that are innovative and responsive to the overall mission of the College. This position requires a significant amount of coordination between internal and external departments and vendors.

The Technology Support Manager has direct reports at varying campuses and will ensure proper training and expectations are provided, as well as mentor toward future growth and development.

Job Description:

Description of Duties and Tasks

Essential duties and responsibilities include the following. Other duties may be assigned.

Supervises, trains, coaches, directs, coordinates, and assigned disciplines personnel while adhering to organizational human resource policies and procedures as well as related employment laws.
Manage customer issues and customer escalations, providing proper communications internally and externally throughout the process, and follows up on customer complaints.
Initiates customer satisfaction feedback and computer system recommendations to the Director of Technology Support Services to continually improve process and operations.
Maintains responsibility for Tier 1 troubleshooting support for desk side computing and networking services as well as assigning requests for escalations as necessary to appropriate IT teams.
Responsible for establishing desk side computing hardware and peripheral standards that support the technical needs of the College.
Manage technical support activities ensuring that users are given the needed information to utilize technology resources effectively and efficiently and that all issues are timely addressed and resolved.
Work with internal IT teams to address critical customer needs and concerns, system issues, and prepare communication to customers, such as incident reports and downtime notifications.
Manages and develops strategies, processes and systems that are focused on providing efficient coverage, service, problem resolution, and enhances the user experience.
Works with other TSS managers to manage, update, and ensure comprehensive documentation of operation guidelines and procedures are compliant with policies and regulations.
Works with other TSS managers to conduct computer forensic investigations and electronic discovery requests as needed.
Works with other TSS managers to configure and deploy upgrades and manage projects to improve college's software as new technology emerges.
Provide metrics into the efficiency and quality of the support team via daily, weekly, monthly, quarterly and/or annual reporting.
Work with third-party vendors regarding supporting software and hardware changes.
Work with HR to recruit and hire great members into the ACC Technology Support team.
Works with the Purchasing department to make sure technology purchases support the overall technology strategy of the College and comply with ACC standards.
Other responsibilities may be assigned as appropriate, as this is not a comprehensive list.

Knowledge

Must possess required knowledge and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

Understanding of principles, methods, and techniques used in all phases of installation, administration and maintenance of IT systems; adhere to best practice principles for support as expressed by industry standard frameworks such as ITIL, Project Management, and various others.
Understanding and administration of ITSM solutions and ticketing systems.
Understanding and administration of Endpoint Management solutions such as Workspace One or JAMF.
Hardware, software, and peripheral equipment troubleshooting techniques.
Working knowledge of the following: administration, maintenance of Windows, Apple or Linux operating systems, network topologies and protocols, web-based software services.
Supervisory principles, practices, and methods.

Skills

Must possess required skills and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

Maintaining an established work schedule and providing on call direction as needed to resolve computer-related problems.
Effectively using interpersonal and communications skills, including tact and diplomacy.
Effectively using organizational and planning skills with attention to detail and follow-through.
Communicate effectively and clearly with non-technical customers regarding problem identification, procedural change, hardware or application program modification, and problem resolution.
Efficiently meeting deadlines, schedules, and target dates.
Effectively supervising, leading, and delegating tasks and authority.
Maintaining confidentiality of work-related information and materials.
Establishing and maintaining effective working relationships.
Providing and modeling excellent customer service.
Assessing ACC network support needs, and developing and promoting effective solutions.
Prioritizing multiple tasks, projects, and demands.
Managing, operating, upgrading and maintaining computer and peripheral equipment safely and competently.
Strong analytical skills and the ability to solve complex and challenging problems in an efficient, maintainable, and flexible way. Ability to gauge the scope and impact of problems and escalate as required.
Strong verbal and written communication skills. Communication with customers at multiple skill levels will be required.

Technology Skills

Demonstrates competency in the technical implementation and design of hardware/software specifications from specification to deployment.
Solid experience with multifunction print devices, scanners, and printers.
Experience with remote desk side support and software installation.
Experience with analyzing and evaluating incident reports to make recommendations to reduce incident rate.
Experience with installing, upgrading, maintaining and re-imaging computer systems.
Understanding of the lifecycle of IT services and support operations and processes and software.

Required Work Experience

5 years of related work experience and 3 years of supervisory experience.
Completion of ACC's Supervisor Certificate Program will count as one year of supervisory experience.

Preferred Work Experience

Campus Support Management: 10+ years minimum.
Have 5-10 years of experience in a technical support position.
Knowledge and experience with Change management, Incident management, CMDB, ITIL, Project Management.
Knowledge and experience with service desk ticketing systems: Remedy, Fresh Service, Ivanti, ServiceNow, Zendesk, Mojo Helpdesk, etc...
Experience and expertise in providing high-level technical support to customers.

Required Education

Bachelor's degree.

Required Education

Bachelor's Degree in IT, Computing Studies, Information System or related discipline

Preferred Certification

Two or more of the following industry standards:

ITIL Certification
ITSM Certification
MCSE Certification
MCSA Certification
MCP Certification
CCNA Certification
A+ Certification
Network+ Certification
Security+ Certification

Physical Requirements

Work is performed in a standard office or similar environment.
Subject to standing, walking, sitting, bending, reaching, pushing, and pulling.
Occasional lifting of objects up to 50 pounds.

Safety

Supervise safe operation of the unit. Facilitate safety inspections. Take reasonable and prudent actions to eliminate identified hazards. Ensure employees receive appropriate safety training and foster a workplace safety culture.

Salary Range: $85, 239 - $106,548

Number of Openings:
1

Job Posting Close Date:
February 23, 2024

Clery Act

As required by the US Department of Education, employees are required to report violations under Title IX and, under the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act), select individuals are required to report crimes. If this position is identified as a Campus Security Authority (Clery Act), you will be notified, trained, and provided resources for reporting.

Disclaimer

The above description is an overview of the job. It is not intended to be an all-inclusive list of duties and responsibilities of the job, nor is it an all-inclusive list of the skills and abilities required to do the job. Duties and responsibilities may change with business needs. ACC reserves the right to add, change, amend, or delete portions of this job description at any time, with or without notice. Employees may be required to perform other duties as requested, directed, or assigned. In addition, reasonable accommodations may be made by ACC at its discretion to enable individuals with disabilities to perform essential functions of the job.

To apply, please visit: https://austincc.wd1.myworkdayjobs.com/en-US/External/job/Service-Center/Manager--Technical-Support_R-2203

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