Mgr-District Technical Support

PRIMARY OBJECTIVE

Reporting to the Director of Technology Support Services, the Manager – District Technical Support, manages and oversees the day-to-day operations of CCC’s centralized IT Help Desk/Desktop services, overseeing staff engaged in the delivery of technical support services and assistance to CCC’s community using personal computers (PCs), PC network and IT classroom technology.

Working collaboratively with IT management, the Manager – District Technical Support implements and evaluates Help Desk/Desktop performance standards and processes, ensuring that service levels are achieved, and customer expectations are met in the timely resolution and escalation of requests, incidents, and problems.  Performs related duties as required.

ESSENTIAL DUTIES

• Implement and maintains a framework of processes and procedures establishing the district’s Help Desk/Desktop section as the central resource for IT technical services support.
• Manages the performance of Level 1 and Level 2 services and support to CCC community.  Establishes service and business level agreements for IT support service to set expectations and measure performance.
• Manages the scheduling and assignment of staff, and the administration of the district’s Help Desk/Desktop ticketing system. Ensures staff meets or exceeds service level agreements. 
• Supervises technical staff providing Help Desk/Desktop service support to staff and faculty at the district and colleges.  Implements phone/chat/ticket processes to ensure the timely and effective resolution of service requests and problems, and the appropriate escalation of help desk tickets.  
• Monitors communications to ensure Help Desk/Desktop team provides patient, knowledgeable, helpful and applicable advice to customers in a professional manner.
• Actively responds to and handles Help Desk/Desktop service requests from district-level personnel, providing needed technical support via telephone, live chat, or in-person visits.
• Provides technical guidance and assists staff in providing Level 1 and 2 technical support, ensuring that clients/users' software and hardware problems are resolved in a timely and efficient manner.
• Oversees the escalation of incidents to the appropriate level of support.  Participates in resolving escalated and urgent service request calls requiring Level 3 support as needed. 
• Works with IT staff to perform root cause analysis and communicate appropriate solutions to clients. Advises management on situations that may require additional client support.
• Maintains and updates repository of help desk solutions/ FAQs to document and maintains the integrity of technical solutions.
• Provides technical guidance and training to staff.  Drives team performance through coaching as well as continuous improvement team activities.  
• Reviews help desk tickets to help identify and implement strategies and processes for improving quality of service desk delivery. 
• Implements best practices and executes strategies for the continuous improvement of technical support and service delivery.
• Works with IT management in implementing IT support strategies, and the development of new and the improvement of existing IT Support processes, policies, and procedures.
• Prepares reports on Help Desk/Desktop service team’s productivity. Monitors staff performance against established key performance indicators (KPIs) and provides reports on data and trends.
• Oversees asset and inventory management.
• Manages process for communicating outage/emergency activities to the organization.
• Reviews customer survey feedback to improve services, tools and support experience.
• Maintains confidentiality of all client information and CCC proprietary information.

REPORTING RELATIONSHIPS

QUALIFICATIONS

• Bachelor’s degree from an accredited college or university in Computer Science, Information Technology, Business or a computer related field, supplemented by five years of experience in an Information Technology environment. An equivalent combination of education and experience may be taken into consideration. 
• Technical certifications, e.g. Comp TIA A , Network Certification, ITILv3, Microsoft 365, MDAA or comparable certifications highly desirable
• Five years of experience in PC support in a Help Desk environment
• Proven experience leading technical support Help Desk/Desktop teams
• Working knowledge of ITSM best practices and ITIL standards
• Ability to communicate clearly with individual technology users on all levels (small groups, one-on-one) and in writing.
• Excellent customer-oriented and interpersonal skills  
• Demonstrated familiarity with desktop computing environments and Internet utility software   
• Demonstrated knowledge of Microsoft Windows products, PeopleSoft Applications, and Service Desk Applications (Oracle Rightnow, Zendesk, Remedy, etc) 
• Proficient in the use of MS Office (Word, Excel, PowerPoint)