Support Services Manager

Overview

Do you love helping people use technology effectively? Do you enjoy inspiring a team to deliver outstanding customer experiences and to grow professionally? Hillsdale College has an opportunity for an Information Technology Support Services Manager who has experience leading support teams in a large (2,000 users) environment.

As the I.T. Support Services Manager, you are responsible for leading the College’s Information Technology Help Desk Support team to provide an exceptional technical support experience for our students, faculty, staff, and guests. 

In addition to a proven track record delivering excellent technical support to end users in a large environment, you must also have outstanding customer service skills. An ability to cast a vision for success to your team and experience identifying key performance indicators (KPI) and processes for measuring the team’s success in achieving goals are also necessary for your success.

Ideal candidates will be problem solvers whose closest friends would describe them as optimistic, creative, patient, and tenacious.

Responsibilities

• Deliver first-tier technical support to faculty, staff, students, and friends of the College who use the College’s computing resources
• Recruit, train, and mentor high-performing Help Desk technicians who deliver positive experiences for customers
• Establish best practices throughout the entire technical support process
• Set specific customer service standards
• Ensure customer service is timely and accurate on a daily basis
• Develop daily, weekly, and monthly reports on the Help Desk team’s productivity
• Create a proactive hardware management system that utilizes inventory and automated deployment software.
• Install and set up software on end-user workstations. 
• Disassemble computers and install new computer components as necessary.
• Support various audio-visual needs in conference rooms and across campus.

Key Skills & Knowledge

• Proven ability to develop and implement processes that deliver exceptional customer experiences in an information technology end-user support operation
• Proven ability to lead end-user technical support teams to develop & practice processes that ensure service excellence in delivering hardware/software support
• Proficient in developing and documenting standard operating procedures for internal technical support teams
• Windows desktop operating systems (Windows 10, 11) installation, configuration, and troubleshooting in an Active Directory domain environment
• Mac OS installation, configuration, and troubleshooting in an enterprise environment
• iOS and Android configuration and troubleshooting for tablets and smartphones
• Basic understanding of network connectivity to support campus connectivity for computers and mobile devices for both wired and wireless connections
• Proficient in using, configuring, and troubleshooting common desktop and browser-based applications, including:
• Microsoft Office Suite
• Google G Suite
• Modern web browsers (Chrome, Firefox, Edge, Safari)
• Video conferencing (e.g., Zoom, Teams, Google Meet, etc.)
• Understanding how to effectively perform file backup and recovery on desktop computers using tools like Time Machine, Backblaze, or similar tools
• Experience with network testing tools such as Fluke is a plus
• Experience performing basic troubleshooting of network switches, patch panels, and access points is a plus
• Working Knowledge of Microsoft Office 365 and Active Directory user-related administration (e.g., resetting passwords, creating user accounts, assigning user roles, assisting with MFA setup/resets, and basic user-related support functions)
• Experience implementing and working within ITIL standards in an Information Technology Services environment is a plus
• Experience with computer/device asset tracking, hard drive data destruction/sanitization, and maintaining proper audit logs/documentation of support activities for compliance purposes (e.g., HIPAA).

Qualifications

Education and Experience

• Associate degree or higher in BIS/MIS/CS program is desirable but not essential
• 5 years of experience working in an I.T. technical support lead or similar support role is required
• CompTIA A , CompTIA Network , or equivalent certification is desirable 
• Experience successfully leading a team of at least four direct reports in a technical support role
• Experience working in a customer-facing, high-touch environment where exceptional customer experience is valued (e.g., Apple Retail Store, for example)
• Educational environment experience preferred

Personal Characteristics

The Information Technology Services Department interacts with all College students, faculty, and staff.  A clean and neat appearance, a professional manner, and a pleasant demeanor supportive of the College mission are essential.  This relationship needs to be pleasant, supportive, and professional while maintaining confidentiality.

Code of Commitment

Be a good representative of Hillsdale College to promote the liberal arts, the College’s original Articles of Association, and operating principles stated in the Staff Code of Commitment. The Mission Statement should be considered in all aspects of the position. The teaching of Christian faith shall remain a conspicuous aim of the College.