End User Technology Manager

Employer
Phillips Exeter Academy
Location
New Hampshire, United States
Salary
Salary Not Specified
Posted date
Aug 11, 2021

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Position Type
Faculty Positions, Science, Technology & Mathematics, Computer Sciences & Technology, Administrative, Business & Administrative Affairs, Computer Services & Information Technology, Technology Administration/Other, Chief Technology & Information Officers
Employment Type
Full Time
Position Purpose

Reporting to the Director of Technology Services, the Manager of End User Technology, is responsible for the daily management and operations of all end user devices, peripherals, printers (including our copy center) and A/V equipment. This role is also responsible for the design, architecture and management of the end user computing platforms, developing and maintain technology standards based on industry best practices, managing a technology roadmap and developing new solutions based on business strategy.

Key Accountabilities

Provide Vision for, Manage and Support End User Technology

  • Defines, develops, and maintains end user computing capabilities and services in conjunction and alignment with business needs, working with vendors and establishing outsourcing models where appropriate.
  • Establishes and maintains metrics to measure efficient use of existing systems and resources.
  • Be a visible presence and hands-on support partner to ensure that requests for technology assistance are addressed in a timely and professional manner.
  • Maintains catalog of end user computing platforms, including printing and A/V environments, and performs life cycle management for those platforms and devices.
  • Works closely with team to ensure proper escalation of technology issues.
  • Identifies technologies which will improve customer satisfaction, reduce cost or improve efficiency.
  • Works with Director of Technology Services to plan and budget for End User Technology needs, including lifecycle maintenance and new initiatives.
  • Work closely with the IT Customer Support Services team to provide guidelines and support for intake and support of End User Technology issues.


Manages the End User Technology Team and Document Support Services Team

  • Manages resource demand and capacity, staff performance and talent development. Identifies and communicates opportunities for improvement.
  • Proactively seeks and communicates opportunities for improvement in both the operation and customer satisfaction aspects of the end user computing function.
  • Ensures operational policies and procedures are created, modified, documented, and followed to ensure efficient and secure operation.
  • Provides leadership and support to ensure projects are staffed appropriately and timelines are met.



Demonstrate Leadership and Respect

  • Demonstrate respect for diversity of identities and experiences, an orientation toward equity and inclusion, and cultural competency in all aspects of Academy life.
  • Models the behaviors that we expect from our team, including exhibiting patience, thoughtfulness and respect for our colleagues in all interactions.
  • Develops relationships with stakeholders that promote trust and increase efficiency and effectiveness, balancing individual client needs with institutional goals.
  • Takes Information Security and Data Privacy seriously and implements appropriate security controls in all systems to protect data and system integrity. Promotes a positive outlook on information security, compliance and risk management.
Degree of Independent Action Performed

Incumbent is expected to work with a high level of independence and autonomy, and exercise a high degree of initiative, influence, and judgment in decisions impacting staff and department operations.

Expected to solve problems or address issues that require immediate attention.

Direct/Indirect Reports

This position will have the following direct reports:

  • Desktop / Network Tech
  • Desktop Tech
  • Document Support Services Copy Room Attendant (part-time)
Internal & External Contacts

Frequent contact with PEA administrative and academic offices, faculty, staff, students, medical personnel, coaches and other Academy personnel is expected. External contacts may include alumni, parents, outside organizations, and contractors.

Position Requirements

Education

  • Bachelor’s degree in Information Technology, Business Administration or 5+ years IT management experience required.


Experience

  • Demonstrated ability to coach and mentor staff.
  • Experience supporting IT operations, including: managing personnel, support queues, security and risk mitigation, hardware and software deployment and vendors.
  • Experience working on technology projects and initiatives, preferably in an educational institution
  • Experience designing and delivering end user technology solutions
  • Experience in an educational setting preferred.


Skills & Knowledge

  • High-level knowledge of managing end user systems required, including both Windows and Mac devices, audio-visual technology, printers, and mobile devices such as iPads.
  • High-level knowledge of managing third party software and related patching required.
  • Knowledge of best practices for security and life cycle management for end user assets.
  • Ability to build and leverage effective relationships and influence decisions and behaviors through partnering.
Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

  1. Ability to sit in a normal seated position for extended periods of time.
  2. Reaching by extending hand(s) or arm(s) in any direction.
  3. Finger dexterity required to manipulate objects with fingers rather than with whole hand(s) or arm(s), for example using a keyboard.
  4. Communication skills using the spoken and written word.
  5. Ability to see with normal parameters.
  6. Ability to use a visual display terminal with continuous wrist movement on a keyboard.
  7. Ability to hear within normal range.
  8. Ability to lift and transport up to 10lbs without assistance.
Additional Requirements
  1. Successfully complete a criminal background check (reviewed every 5 years).
  2. Clean Driving record (reviewed annually).

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