Technology Services Office Manager

Winthrop University•Rock Hill, SC

About The Position

Supervises a team of student assistants responsible for the daily operations of the office. Recruits, trains, schedules, mentors and evaluates student employees. Serves as the primary escalation point for complex issues and customer concerns. Oversees the creation and assignment of university identification cards and computer accounts, troubleshoots credentialing system issues and ensures the accurate maintenance, storage and retention of request forms and other documentation. Provides frontline technical support to students, faculty and staff by responding to inquiries and resolving issues related to personally owned computer hardware and software. Communicates through multiple media such as phone, email, Microsoft Teams and in-person interactions. Utilizes established troubleshooting methodologies to analyze, diagnose and resolve technical problems. Recommends preventative measures and best practices to minimize future issues. Completes assigned service requests in a timely manner, ensuring accurate documentation and effective resolution of customer issues. Monitors and administers the university’s cybersecurity awareness training program. Assigns required training through the designated cloud-based learning platform. Tracks completion rates and ensures compliance with established policies and deadlines. Implements follow-up procedures for overdue training.

Requirements

High School diploma and two years of relevant work experience, OR an associate’s degree or bachelor’s degree in a computer-related field.

Nice To Haves

Proficiency with common office application software.
Customer service experience.
Team lead or supervisory experience.

Responsibilities

Supervise a team of student assistants responsible for daily office operations.
Recruit, train, schedule, mentor, and evaluate student employees.
Serve as the primary escalation point for complex issues and customer concerns.
Oversee the creation and assignment of university identification cards and computer accounts.
Troubleshoot credentialing system issues.
Ensure accurate maintenance, storage, and retention of request forms and documentation.
Provide frontline technical support to students, faculty, and staff for personally owned computer hardware and software.
Communicate through phone, email, Microsoft Teams, and in-person interactions.
Utilize troubleshooting methodologies to analyze, diagnose, and resolve technical problems.
Recommend preventative measures and best practices.
Complete assigned service requests in a timely manner with accurate documentation and effective resolution.
Monitor and administer the university's cybersecurity awareness training program.
Assign required training through the designated cloud-based learning platform.
Track completion rates and ensure compliance with policies and deadlines.
Implement follow-up procedures for overdue training.