Under general direction of the Director of Client Experience, the Manager of Technical Support provides leadership for centralized, enterprise-level technology service delivery. Ensures the area’s technological level remains up to date, defines standards, and implements new procedures and techniques. Participates in the strategic planning for the Office of Information Technology. Supervises and provides functional direction to assigned staff and student employees. Establishes team goals and objectives. Effectively collaborates across technology teams and business units through excellent communication skills, diplomacy and a positive attitude.
Direct/Manage/Supervise and monitor the activities of technical support staff of a department or significant unit. Conduct analysis and prepare reports on progress, work trends, and problems. Evaluate and develop help desk programs and policies for the department. Advise support staff concerning administrative procedures, technical problems, and priorities of the department.
Provides leadership for the client computing services team responsible for providing IT customers with client computing equipment and support. Promotes standardization and adoption of best practices for managing client computing across the university using persuasive influence and collaborative relationships. Organizes and coordinates the activities associated with installation, deployment, upgrade and maintenance of software, hardware and network facilities relating to the desktop environment. Determines customer needs and incorporates them into the design and overall plan for desktop support.
Manages client services for department using Service Desk ticketing software and takes proactive steps to reduce similar issues from reoccurring.
Establishes and maintains standardized processes and tools for managing client computing assets.
Defines, organizes and provides technical leadership for client computing related projects.
Facilitates communication and serves as liaison with distributed IT support teams.
Manages professional staff and daily operations, provides technical expertise to staff supervised, and resolves problems escalated to the Manager level.
Develops work plans, goals and objectives in relation to staff activities to ensure service delivery and alignment with OIT priorities.
Monitors, analyzes and reports on the progress of service delivery; takes a customer-centric approach to problem solving; solicits customer feedback to improve service; and responds to customer needs.
Assesses, identifies and recommends innovative solutions that provide continuous improvement within the organization.
Performs other duties as assigned.
Requires a bachelor's degree or equivalent work experience that provides knowledge of and exposure to fundamental theories, principles, and concepts. Requires the application of expertise in a chosen field to achieve results. 5+ years of experience with leading planning, including program development and innovation, program prioritization, and assessment. Appropriate profession accomplishments and credentials.
Experience working in computer support in an Active Directory medium to large enterprise environment.
Experience with enterprise endpoint management and deployment solutions.
Professional certifications related to job responsibilities such as CompTIA, ITIL, Apple, Microsoft.
3-5 years supervisory experience in an IT Team environment.
Experience supporting a multiple platform, multi-device environment including Windows, Apple, Virtual, Mobile, tablets, iOS, and a wide variety of software applications.
Experience troubleshooting and problem solving complex issues from server to endpoint.
Must possess strong customer service and interpersonal skills. Strong analytical, organization and collaboration skills. Proficient with Microsoft applications. Ability to diagnose computer related problems utilizing industry best practices, troubleshooting techniques, analytical skills and vendor support. Ability to communicate technical terms to non-technical users. Excellent verbal and written communication skills with the ability to author procedures, policies and proposals. Strong leadership skills with a proven track record of building and leading strong teams that provide responsive and successful IT solutions. Continually updates skills and knowledge relative to the position and the technology industry. Adheres to and complies with UCO’s shared values and the Office of Information Technology’s Code of Ethics. This position is on-call 24x7x365 and requires the successful candidate to have high-speed internet access to their residence, and maintain a smart phone on which to receive telephone calls, email, SMS messages from servers and authorized OIT personnel.
Repetitive movement of hands and fingers - typing and/or writing. Frequent standing, and/or sitting. Occasional walking, stooping, kneeling or crouching. Reach with hands and arms. Visually identify, observe and assess. Ability to communicate with supervisor/students/colleagues. Regular physical attendance required. The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.