Manager, Technical Support

Austin Community College District • Austin, TX

430d • $97,689 - $122,111

About The Position

The Technical Support Manager at Austin Community College is responsible for overseeing the daily operations of the Technical Support team, ensuring effective service delivery and support for the institution's IT needs. This role involves collaboration with various departments and vendors to meet community needs, manage a team of technical support staff, and implement ITIL processes to enhance user experience and operational efficiency.

Requirements

• 5+ years of experience in Technical Support Management.
• 5+ years of experience in a technical support position.
• 3 years of experience managing teams with remote-endpoint management solutions.
• 3 years of experience in a metric-driven service environment using ITSM data.
• Knowledge of change management, incident management, and ITIL processes.
• Experience with service desk ticketing systems such as Remedy or ServiceNow.

Nice To Haves

• 2+ years managing support teams in a multi-campus environment.

Responsibilities

• Manage the Information Technology Service Management (ITSM) Tier 2 and 3 troubleshooting support.
• Define and manage workplace operations, processes, and tools related to ITIL processes.
• Oversee services including desktop, field, on-site support, Service Desk, and IT asset management.
• Effectively manage direct reports, including training, coaching, and performance management.
• Develop strategies following the ITIL framework to improve service coverage and user experience.
• Handle customer issues and escalations, ensuring proper communication and follow-up.
• Establish desk side computing hardware and peripheral standards in collaboration with vendors.
• Manage communications and updates with IT partners to address customer needs and system issues.
• Ensure comprehensive documentation of operation guidelines and procedures are compliant with policies.
• Identify and manage goals and measurements to show continuous improvements in operations.

Benefits

• Competitive salary range of $97,689 - $122,111 per year.
• Full-time employment with potential for career growth.
• Access to professional development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Educational Services
• Education Level: Bachelor's degree
• Number of Employees: 10,001+ employees