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Manager of Technology Support Service

Employer
Fort Lewis College
Location
Colorado, United States
Salary
$80,000.00 - $80,000.00
Posted date
Aug 13, 2021

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Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology, Technology Administration/Other
Employment Level
Administrative
Employment Type
Full Time
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Position Summary 

The Manager of Technology Support Services oversees the Technology Support Services (TSS) team responsible for all end-user support. The TSS team is comprised of the Help Desk as well as the desktop support team responsible for procurement, deployment, maintenance, and decommission of workstations through the campus Workstation Refresh Program.  

The Help Desk is a team of 3 full-time technicians and a supervisor as well as several Student Workers. The IT Help Desk supports all students, faculty, and staff using the Footprints ticketing system as a primary means of contact. Tickets are generated through email, but there are many phone calls and in-person visits.  

Desktop support and tier 2 troubleshooting is handled by a team of specialists; Inventory Clerk, 2 Support Specialists, and 1 System Administrator. Together this group manages the workstation environment for the entire campus, not just troubleshooting and physical deployments, but also setting security policies, researching new technologies, and the purchasing of new systems.  

With the help of the specialists, the Manager of Technology Support Services administers several applications and management consoles, including, but not limited to: Footprints, Bomgar, SCCM, JAMF, ESRI, Adobe, Kivuto, Verizon portal, PaperCut, Group Policy, and Printer Management. The Lab and Classroom computers host over 100 applications and many of those require a license server. This team maintains two license servers for these applications. The specialist team also manages the IT Store, a stock of computer accessories that are available for purchase by departments. 

 

Minimum Qualifications 

  • Graduation from an accredited college or university with a bachelor’s degree AND five years of relevant work experience.   
  • Experience managing and supervising staff.    
  • Technical familiarity with desktop operating systems, both Windows and Macintosh  
  • Ability to organize, follow procedures and have attention to detail  
  • Ability to produce written technical documentation in a user-friendly format  
  • Experience working in a team-oriented, collaborative environment  
  • A demonstrated commitment to diversity, equity, inclusion, and student success, as well as working with broadly diverse communities  

Preferred Qualifications 

  • Hands-on software and hardware troubleshooting experience  
  • Experience with Footprints incident and problem manager or similar ticketing system  
  • Experience working in a higher education environment  
  • Experience managing budgets   

 

Major Responsibilities 

  • Oversees asset tracking. Over 2,200 devices are tracked in the college’s inventory system; computers, printers, cell phones, and tablets.  
  • Oversees and has knowledge of the System Center Configuration Manager administration.  
  • Oversees and has knowledge of Windows updates using WSUS and SCCM to deploy needed patches to the workstation environment.   
  • Oversees and has knowledge of Windows App-V administration. We have several dozen applications deployed using App-V. This position is also responsible for the exploration of new application virtualization or desktop virtualization technologies to adapt and improve the Computer Lab environment.    
  • Oversees and has knowledge of the creation of the Windows and Macintosh Lab computer images. Each Summer, a few new images are created for the classrooms and computer labs. As mentioned, these computers host over 100 applications which all come together for the start of the Fall semester.   
  • Oversees and has knowledge of the Windows and Macintosh image creation for the Faculty and Staff workstations. A couple of times a year, a new image for the Windows workstations is developed. Also, there are changes in Macintosh OS that need to be kept up with to ensure successful imaging or re-imaging of Apple workstations.   
  • Oversees and has knowledge of Apple device management. In 2019, Fort Lewis acquired JAMF as an MDM solution for all of our Apple devices. JAMF allows us to set policies, configure, and track our Apple devices.   
  • Oversees the Help Desk staff. The Help Desk has a supervisor and 3 FTE technicians, as well as several student workers.  
  • Oversees a team of specialists; Inventory Clerk, two Support Specialists, and a Systems Administrator.   
  • Oversees and has knowledge of Flex LM, Sentinel, and other license manager services.   
  • Will order and track equipment purchases for the TSS team as well as technology or software purchases for other campus departments. Technology purchases over $100 require IT’s involvement by policy, and the Manager of Technology Support Services handles most of those requests.  
  • Test, review, research, and demo new technologies to improve or augment the end-user’s workstations or job duties.   
  • With the assistance of the Help Desk Supervisor, ensure that tickets, phone calls, and in-person visits are resolved quickly and with excellent customer service.  
  • Administers the Footprints ticketing system. There are 6 department that use the Footprints system to track requests. The Manager of Technology Support Services works on updates to the software, the creation and maintenance of all the workspaces, and documenting changes.  
  • Assist with tickets in the queue and provide tier 2 support for the Help Desk with the aid of the TSS specialists.  
  • Administers the Managed Print Program. Fort Lewis College implemented a pay-per-print model print program in 2016. Using PaperCut for charging and web printing services, Printer Management Microsoft console for managing the Print servers, and HP Webjet tools, the Manager of Technology Support Services manager helps administer, manage, and maintain the printing services.  
  • Oversees and administers Windows Group Policy for the lab, classroom, and employee workstation environment. The Manager of Technology Support Services and the TSS System Administrator work to configure and maintain Group Policy.   
  • Knowledge of specialty software used by various departments. There are over a dozen unique applications that are used for the business of the college and not for academics. The Manager of Technology Support Services must be aware of the various applications functions and license terms.  
  • Administers the Adobe Admin Console, primarily to sync users to ensure they obtain the access to the appropriate packages.   
  • With the help of the IT Administrative Assistant, the Manager of Technology Services is responsible for the renewal of all academic applications as well as many institutional applications.  
  • Administers BeyondTrust’s Bomgar product for remote support.  
  • Manages the 5 licenses for TSS in the TOIT Training portal   
  • Other duties may be assigned by the IT Director.  
  • Demonstrates a commitment to diversity, equity, inclusion, and student success, as well as working with broadly diverse communities  
  • Maintains knowledge and awareness of digital accessibility including the American with Disabilities Act and Section 508.  
  • Produces and remediates digitally accessible materials in accordance with FLC standards.  
  • Perform other duties as assigned  

 

Work Conditions 

The work environment characteristics described here are representative of those that an employee can expect while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

  • Moderate noise (i.e. business office with computers, phone, and printers, light traffic).  
  • Ability to work in a confined area.  
  • Ability to sit at a computer terminal for an extended period of time.  

Compensation  

Salary is $80,000 ,  plus a comprehensive benefits package.  

 
Application Process 
A complete application packet includes: 

  • Cover letter addressing interest and qualifications for position 
  • Include details regarding how your personal and professional experiences allow you to encourage a learning environment grounded in equity and inclusion.  “How do you envision contributing to Fort Lewis College’s commitment to equity and inclusion?” 
  • Resume 
  • Names and contact information for three current, professional references 

Submit materials as one PDF file via email to: 

ManagerTSS-Search@fortlewis.edu 

 

 

Application materials received on or before September 12, 2021, will receive full consideration. 

Position will remain open until filled. 

 

The successful candidate will be required to submit original, official college transcripts,  

and pass a background check. 

 

The College and the Community  

Fort Lewis College, a public institution located in Durango, Colorado, offers degree programs in arts, business, education, health fields, humanities, social and natural sciences, and teacher education. Our inspiring mountain campus is located atop a scenic mesa overlooking historic Durango and situated between the San Juan Mountains and the desert Southwest. We are committed to accessible and high-quality baccalaureate education, and our hallmarks are remarkably close relationships between students and faculty, the freedom of intellectual exploration, and the challenge of experiential learning. Our 3,300 students come from 48 states, 17 countries, with 36% Native American and Alaska Native backgrounds, and 11% Hispanic backgrounds. Durango is a thriving multicultural community of 18,500 set along the beautiful Animas River Valley. Averaging 300 sunny days per year, the community is known for its outdoor lifestyle and friendly, festive atmosphere. Durango is also the cultural and economic hub of the Four Corners region, rich in dining, shopping, and entertainment, and linked with airline service to hubs in Denver, Phoenix, and Dallas. 

 

Equal Opportunity   

Fort Lewis College does not discriminate on the basis of race, age, color, religion, national origin, sex*, disability, sexual orientation, gender identity, gender expression, family or domestic status, political beliefs, veteran status, pregnancy, or genetic information. Accordingly, equal opportunity for employment shall be extended to all persons. The College shall promote equal opportunity, equal treatment, and affirmative action efforts to increase the diversity of students, faculty, and staff. The College is dedicated to building a culturally diverse and pluralistic faculty and staff committed to teaching and working in a multicultural environment.  

To file a report, get resources, read policies, or make an appointment, See www.fortlewis.edu/CARE.  

Questions about Title IX sex discrimination?  

Office of the Title 9 Coordinator  

Molly Wieser  

230 Skyhawk Station  

1000 Rim Drive  

Durango, Colorado 81301  

(970) 247-7241 wieser_m@fortlewis.edu  

Other discrimination questions?   

Office of the Equal Opportunity Coordinator  

David Pirrone  

192 Education Business Hall  

1000 Rim Drive  

Durango, Colorado 81301  

(970) 247-7182 djpirrone@fortlewis.edu  

Information about Fort Lewis College’s alcohol and drug policy, sexual assault policy, campus security policies, campus crime statistics, fire safety procedures and fire statistics, and campus/community resources can be found in the Annual Security and Fire Safety Report. Hard copies are available upon request. 

 

  * Title IX of the Education Amendments of 1972 and Part 106 of the Code of Federal Regulations (CFR) prohibit discrimination on the basis of sex, including in admission and employment. Inquiries about the application of Title IX and CFR 106 to Fort Lewis College may be directed to FLC's Title IX Coordinator and/or to the Assistant Secretary for Civil Rights of the Department of Education.  

 

ADAA Accommodations  

Any person with a disability as defined by the ADA Amendments Act of 2008 (ADAAA) may be provided a reasonable accommodation upon request to enable the person to complete an employment assessment. To request an accommodation, please contact Kristin Polens by phone 970-247-7459 or email kpolens@fortlewis.edu at least five business days before the assessment date to allow us to evaluate your request and prepare for the accommodation. You may be asked to provide additional information, including medical documentation, regarding functional limitations and type of accommodation needed. Please ensure that you have this information available well in advance of the assessment date. 

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