Manager of Technology Service and Support

MICDS • St Louis, MO

2d • Onsite

About The Position

The Manager of Technology Service and Support leads the MICDS community in the use of end-user and client devices and technologies and assumes the primary responsibility of the day-to-day operations of the Technology Department service desk(s). This role models and insists on a positive, accessible, helpful technology support environment for all MICDS constituents. The Manager oversees the overall IT and A/V day-to-day operations, including supervision of the service desk and A/V technicians. Under the guidance of the Director of Technology, they establish IT standards, procedures, and policies to ensure consistency and reliability. Key responsibilities include coordinating and managing the computer imaging and summer refresh processes, managing equipment requests and device loans, and overseeing the end-user and classroom equipment life cycle review, installation, deployment, decommissioning, replacement, and donation. The role also involves collaborating with the Data Team and Network support in implementing cloud/on-premise systems integration, and with the Director of Technology in establishing metrics, key performance indicators, and service level agreements. Additionally, the Manager assists in reviewing, prioritizing, and approving annual IT-related initiatives, and reviews, evaluates, tests, and recommends solutions for hardware and software acquisitions. They produce training materials and provide instruction to students, faculty, and staff, and maintain a broad knowledge of state-of-the-art educational and institutional technologies. The position requires maintaining a high standard of service, applicable records, and training student employees or interns. In coordination with other staff leaders, they facilitate student and faculty on-boarding and off-boarding, and engage in other projects at the School’s discretion.

Requirements

• Bachelor's degree or equivalent experience in computer engineering, information systems, or directly related fields is required.
• Five years of service desk experience.
• Knowledge of network and computer hardware, including Macintosh and PC.
• Strong application support experience with Microsoft Windows, Mac OS, and web-based applications.
• Ability to communicate effectively, both orally and in writing, to end users with differing maturities and skill levels.
• Ability to prioritize and follow-up on multiple tasks and meet assigned deadlines.
• Ability to work and succeed in a multi-cultural and collaborative work environment.
• Goals and results-oriented with a high level of initiative, dependability, and self-motivation.
• Functions equally well independently or as a central figure on a multifunctional team.
• Knowledge of computer security procedures and protocol.
• Ability to analyze complex computer problems and provide solutions.
• Ability to investigate and analyze information and draw conclusions.

Nice To Haves

• Supervisory experience desired.

Responsibilities

• Leads the MICDS community in the use of end-user and client devices and technologies.
• Assumes the primary responsibility of the day-to-day operations of the Technology Department service desk(s).
• Models and insists on a positive, accessible, helpful technology support environment for all MICDS constituents.
• Manages overall IT and A/V day-to-day operations, including supervision of the service desk and A/V technicians.
• Under the guidance of the Director of Technology, establishes IT standards, procedures, and policies to ensure consistency and reliability.
• Coordinates and manages the computer imaging and summer refresh processes.
• Manages equipment requests and device loans.
• Coordinates and manages end-user and classroom equipment life cycle review, installation, deployment, decommissioning, replacement, and donation.
• Collaborates with the Data Team and Network support in implementing cloud/on-premise systems integration.
• Collaborates with the Director of Technology in establishing metrics, key performance indicators, and service level agreements for driving the performance of IT operations.
• Assists the Director of Technology in reviewing, prioritizing, and approving annual IT-related initiatives.
• Reviews, evaluates, tests, and recommends solutions for hardware and software acquisitions.
• Produces training materials and provides individual and/or group instruction and training to students, faculty, and staff on computer technologies, as appropriate.
• Maintains a broad knowledge of state-of-the-art educational and institutional technologies, equipment, and systems.
• Participates in professional development activities as appropriate.
• Maintains a high standard of student, faculty, and staff service in dealing with and responding to end-user questions and requests.
• Maintains applicable records including service requests, asset tracking, user lists, user accounts, security, and equipment inventory.
• Trains and directs student employees or interns as appropriate.
• In coordination with the Director of Enrollment Management, the Director of Human Resources, and other staff leaders, facilitates student and faculty on-boarding and off-boarding.
• Engages in other projects and responsibilities at the School’s discretion.

Benefits

• Generous 403(b) retirement plan where the School contributes 8% of salary with an employee’s 3% contribution
• Medical insurance
• Dental insurance
• Vision insurance
• Flexible spending accounts
• Long term care insurance
• Life insurance
• Short-term disability insurance
• Long-term disability insurance
• Tuition benefit
• Paid leaves
• Access to a fitness center
• Free lunch

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level