Manager, Information Technology Support

Position Summary: The purpose of this job is to manage the operation of the Information Technology Support Center (ITS) operation, staffing, tasking and supervision of staff.  The ITS is the first level support for information technology services for all students, faculty and staff; the ITSC is responsible for the operation of the Open Lab at each campus, computer help desk services, and all user information, training and documentation related to computing and network services.

Required Documents Needed at Time of Application: Resume and copy of unofficial transcripts 

Position #: 100870

Type of Appointment: Full-Time

Department: Network and Technical Services

Typical Duties & Responsibilities: 

50% Lead / Supervise the ITS staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance. Coordinate and schedule labs on all campuses to meet needs of faculty and staff.

10% Act in alignment with Faculty/ Staff needs and system functionality to contribute to organizational policy.

10% Ensure customer service initiatives are in place and able to provide quality feedback on performance given to staff for Helpdesk operations.  Items examples like “first call resolution”, customer’s satisfaction, etc.

10% Support selected software applications such as the Adjunct Faculty contract system, College calendar software and the student photo id tracking system.

10% Maintain current procedures and policies impacting the department including information in the College Catalog and Handbook, Adjunct Faculty Handbook, departmental web pages, etc.

5% Communicate with Director, Network and Technical Services regarding system availability and updates; ensure appropriate staff notification of all outages, planned or otherwise. Provide service suggestions and notice to all staff and uses of events affecting Information Technology.

5% Design, develop, implement and coordinate systems, policies and procedures specific to ITS operations.

Required Qualifications:

A. Minimum of a Bachelor’s degree with an emphasis on management or information technology from an accredited institution

B. Minimum of two years’ full-time supervisory experience 

(Part-time work experience is calculated at 50% credit of full-time work experience)

Preferred Qualifications:

Two years’ institutional experience with an emphasis on information technology

 Knowledge, Skills & Abilities:

Organizational skills, strong communication skills, analytical problem solving skills                                 

Location of Position: Hardin Valley Campus

Pay Rate: $51,680 - $64,480.00/per year.  Pay will be determined based on related work experience above required. To be considered in determining pay, all related work experience must be listed on the application.

A summary of our benefits can be found on online: at http://www.pstcc.edu/hr/benefits. 

Special Instructions to Applicants: To be considered for a position at Pellissippi State, you must create an on-line application. Your skills, abilities, qualifications, and years of experience will be evaluated using only what is recorded on your application. Please note: attaching a resume does not substitute for completion of the application form. Part-time work experience is calculated at 50% of full-time experience. Please note: to scan, upload, or attach documents, a computer and scanner are available at the Hardin Valley Campus Educational Resources Center, if needed. 

Pellissippi State Community College is an EEO/AA/Title VI/Title IX/Section 504/ADA employer 

If you have any problems or questions please contact Pellissippi State Community College’s Human Resources office at 865-694-6406 or by email at humanresources@pstcc.edu.