What are the responsibilities and job description for the Manager, Technology Support Services position at Lincoln University?
Job Title: Manager, Technology Support Services
Classification: Professional
Division: Academic Affairs
Department: Information Technology
Reports: Deputy Chief Information Officer
FLSA Status: Exempt
JOB SUMMARY:
The Manager is responsible for the strategic and operational leadership of the Technology Support Center, ensuring the delivery of high-quality, efficient, and innovative support services to the university community. These responsibilities include but are not limited to maintaining and operating the University incident reporting system, overseeing support of the University’s desktop computing environment, and managing a team of professional and student-based support staff.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provide leadership and mentorship to support staff, developing their technical and customer service skills through training programs and continuous coaching, ensuring a high-performing team.
- Oversee planning and staffing for daily operations.
- Monitor, measure, and enhance organizational performance by leveraging analytics and data-driven insights to ensure compliance with service level agreements (SLAs) and continuously improve service delivery.
- Analyze and report on departmental progress and trends in the desktop computing environment. Make appropriate recommendations to the Deputy CIO based on analysis.
- Build and sustain strategic vendor partnerships, ensuring that products and services align with the university’s evolving technology needs and support innovation.
- Recommend changes to existing and develop new systems and IT services, ensuring alignment with strategic goals.
- Develop and document departmental policies to standardize operations and maintain consistency in service delivery.
- Review and approve documentation of daily operational procedures including the departmental knowledge base and customer-facing FAQs.
- Liaise with IT departments and related service organizations to stay current on policy and procedural changes, ensuring a collaborative approach.
- Work with the Deputy CIO on various personnel actions, including hiring, performance appraisals, promotions, transfers, pay increases, and vacation schedules.
- Provide third-tier computing support to the campus and extended services as necessary.
- Organize and maintain a relationship with the 1st Level Support Technicians, providing procedures and methods to enhance task effectiveness.
- Maintain proficiency in the field by staying knowledgeable and up-to-date with emerging computing technologies.
- Perform other related duties incidental to the work described herein.
EDUCATION:
- Bachelor’s Degree in Information Technology, Computer Science, or a related field required. Relevant industry certifications (e.g., ITIL, HDI, CompTIA, or Microsoft certifications) are highly preferred.
EXPERIENCE:
- Minimum of 5 years of progressive experience in desktop support and customer service, including experience managing teams and driving process improvements.
QUALIFICATIONS:
Demonstrate functional knowledge of applicable network technologies.
Demonstrate good interpersonal communication skills, including written and verbal communication. Demonstrate excellent customer service skills.
Demonstrate knowledge of applicable desktop computing technologies, including desktop operating systems.
Demonstrate knowledge of desktop business applications.
PHYSICAL DEMANDS:
Moderate lifting up to 20 pounds as frequently as needed to move objects; dexterity to write and manipulate computer keyboard and mouse; ability to hear and speak clearly; and body mobility to stoop, kneel, bend and reach.
WORK ENVIRONMENT:
Work is primarily performed in a university campus environment and requires a flexible schedule including evening and weekend work. Travel for administrative work is expected. The employee is subject to inside environmental conditions: protection from weather conditions but not necessarily from temperature changes.
Lincoln University is an equal opportunity employer and encourages women, people of color, individuals with disabilities, and veterans to apply The University is committed to enriching its educational experience and its culture through the diversity of its faculty, administration, and staff.
