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Technical Support Manager

Employer
Daemen University
Location
New York, United States
Salary
$52,000.00 - $54,000.00
Date posted
Jan 10, 2022

Title: Technology Support Manager

Organizational Unit: Office of Information Technology

Work Location: Daemen College, Amherst NY

Reports to: Director of Systems Administration & Support

Works with:  All IT staff

Position Description:

Reporting to the Director of Systems Administration & Support in the Office of Information Technology, this position is responsible for ensuring optimal and effective technical support and customer service for the College's students, faculty, and staff.

This position is charged with leading the day-to-day operations of technical support teams, innovating technical service and support outcomes for the campus, and continually improving upon them. They will build strong relationships with all areas and people within the College and serve as an outward-facing representative of the Office of Information Technology. They have strong communication abilities, and help end users meet their objectives, as well as promoting end user confidence in the Office of Information Technology.

As a manager within the Office of Information Technology Team, this position must have a collaborative approach to working with others, both within IT and across campus, to strengthen partnerships with the goal of helping IT meet the current and future needs of the College. This position is exempt, full time, thirty-five hours per week. Additional hours may be required during peak periods.

Responsibilities

  • Installing and configuring computer systems, diagnosing hardware and software faults, and solving technical and application problems with a strong focus on customer service and a customer-centric, effective relationship-building strategy.
  • Mentor, lead, and supervise the Help Desk and SMART Squad student workers. Duties include ticket management, shift assignment and scheduling, problem-solving, ensuring follow through on all requested service and support, and resolving all escalated technical issues.
  • Set goals and develop new innovative ways to deliver exceptional technical service and support for our students, faculty, and staff.
  • Provide personalized technical support for a select group (approximately 9) of the College's most critical staff members.
  • Serve as an ambassador of the Office of IT to the College through face-to-face interactions at various college-wide events. Be a strong, visible, approachable presence for all students, faculty, and staff.
  • Participate, and sometimes run, training symposiums and workshops.
  • Head move-in weekend technical support. Responsible for organizing and leading the IT presence at Orientations, Open Houses, and other Admissions events like Scholar's Day.
  • Oversee the development of concise, effective, pertinent training documentation.
  • Manage the College's Technology Refresh program, which provides new or upgraded computer equipment to faculty and staff on a 5+ year basis.
  • Manage the College's Technology Asset Inventory and conduct an annual technology equipment audit to ensure accurate information and record-keeping.
  • Provide input for the Technology Support budget; recommending and assessing new technology support purchases. This includes, but not limited to: desktops, laptops, monitors, projectors, TVs, HDMI extenders, printers, etc.
  • Strong, effective, regular communication with the Director of Systems Administration & Support, including reporting back on implementation progress, service level tracking and benchmarks, new innovations and ideas, as well as reporting on daily support operations.
  • Potential to work evenings and weekends, when needed, sometimes with little advance notice.
  • Other duties as assigned.

Skills Required

  • Demonstrated technical capabilities including problem-solving and troubleshooting.
  • Leadership experience with successful team-building and meeting team objectives.
  • Strong interpersonal skills with exceptional written, verbal, and presentation communication ability.
  • Able to establish a vision for change and plans for successful implementations.
  • Strong ability to use metrics and analytics to inform future planning.
  • Ability to clearly articulate key trends, issues, and opportunities in IT.
  • Proven successful customer service experience.
  • Positive attitude, friendly demeanor, strong social skills.

Required Qualifications

  • A bachelor's degree with a technical major (such as computer science, computer information systems or related field); or in a non-technical major combined with extensive technical experience; or extensive related work experience.
  • Ability to manage multiple projects, activities, and tasks simultaneously.
  • 4+ years of progressive experience in Information Technology.

Preferred Qualifications

  • Master's degree preferred but not required.
  • Experience, knowledge, understanding, and/or proficiency in the following technologies preferred: Windows OS (10), MacOS, iOS, Android OS, JitBit (or other ticketing system), OpenTimeClock, GSuite (Gmail, Docs, Drive, Calendar, etc.), MS Office, printers (HP), Cloud-host VoIP (Dialpad), AssetTiger, BitLocker, Malwarebytes, Sophos Central, 1Password, Faronics DeepFreeze, Deploy, Fog Server (or other imaging utility), basic TCP/IP network troubleshooting, projectors and other AV equipment.

BENEFITS/STATUS: This is a full-time, salary, exempt, 12 month. Position is administration/salary and includes full College benefits and professional development opportunities.

Benefits are available the first of the month following the full-time employee's date of hire and include health, dental, vision insurance, and fully paid life insurance. In addition, we offer fully paid long term disability insurance after 3 months of employment. Eligibility for the 403b retirement plan is available to full-time employees upon hire and an 8% employer match after one year of service. Tuition waiver benefits are also available for full-time employees and their qualified dependents.

Standard Background Check Required.

General Physical Requirements:

Light Work: Exerting up to 25 pounds of force occasionally and/or a negligible amount of force constantly to move objects; desk job with majority of sedentary work sitting roughly 50% or greater of the workday.

Working Conditions:

Climate controlled office setting, but some activities/ duties can occur both inside and outside the office setting.

Post-Hire Trainings:

Various trainings assigned upon hire and annually thereafter by the Office of Employee Engagement.

 

For consideration please submit resume, letter of interest, and contact information for three professional references in the attachments section of your application at http://daemen.applicantpro.com. Incomplete packages will not be considered.

Daemen College is an AA/EOE and strongly encourages applications from women, veterans, people of color, individuals with disabilities and candidates who will contribute to and support the cultural fluency and diversity of our campus. Apply directly at https://daemen.applicantpro.com/jobs/

In order to be eligible to work at Daemen College, all employees are required to receive a completed course of one of the FDA approved COVID-19 vaccinations (Pfizer, Moderna or Johnson & Johnson) or receive an exemption for a diagnosed medical or deeply held religious belief (which must go through an approval process). Employees not in compliance with this policy will not be eligible to work at Daemen.

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