Supervisor, Technology Support

Pasadena City College • Pasadena, CA

138d

About The Position

Under general direction, supervises and coordinates technical support for all instructional areas and administrative offices; manages all mobile device management (MDM) systems including the creation of standard computer images, app package deployment workflows, and processes and procedures; creates dashboards and analytic reports to monitor IT Service Desk ticket metrics and makes recommendations to improve customer service; acts as an escalation point for complex computer system issues and works collaboratively with network, system, and application teams; oversees the Technology Purchase Request process and the annual renewal of software licensing; oversees IT asset management for all technology equipment and software; and performs related duties as assigned.

Requirements

• Bachelor's degree in computer science, management information systems or related field.
• Five years of experience working with computer hardware and software support in an instructional computing environment.
• Three years of experience managing mobile device management (MDM) systems such as Microsoft Intune, Microsoft System Center Configuration Manager (SCCM), and Jamf Pro.

Nice To Haves

• Jamf 100/200/300/400 Certifications
• Microsoft 365 Certified: Endpoint Administrator Associate
• Five years of experience working in public education.

Responsibilities

• Supervises the daily maintenance and support of all district computer labs and office areas.
• Develops and maintains tech area assignments to evenly balance workload across the computer support team.
• Supervises the management of all Mobile Device Management (MDM) platforms, including but not limited to, Microsoft Intune, Jamf Pro, and ChromeOS Device Management.
• Oversees and creates standard OS deployment workflows, app deployment packages, and OS update processes for all computer and mobile platforms.
• Oversees the daily operation of the ITS Help Desk.
• Develops and maintains the Help Desk backup schedule and student worker schedule to ensure optimal coverage during business hours.
• Develops dashboards, reports and customer feedback surveys to monitor IT service delivery.
• Makes recommendations to improve customer satisfaction and staff efficiency and effectiveness.
• Reviews Technology Purchase Requests to assist the supervising manager in determining whether the requested equipment is necessary or meets districts standards.
• Oversees the management of the ITS Help Desk ticketing solution.
• Supervises the maintenance of the ITS Help Desk knowledge base.
• Oversees the maintenance of the technology asset management database.
• Maintains asset inventory of all software license and subscription records and assists with contract renewal.
• Assists with the development of computer standards, technology refresh lifecycles, budgets, and processes and procedures.
• Reviews computer supply inventory, requests quotes and submits technology purchase requests.
• Acts as escalation point to help address and resolve complex issues or issues where the customer is upset or dissatisfied.
• Ensures appropriate training for classified and unclassified staff; develops training materials and user guides.
• Directly manage all aspects of employee lifecycle including recruitment, transfers, suspensions, layoffs, recalls, promotions, terminations, task assignments, performance evaluations, rewards, disciplinary actions, and grievance resolution.
• Acts as project lead for special projects and work assignments to assist the supervising manager.

What This Job Offers

• Job Type: Full-time
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: Bachelor's degree