| Position Summary |
The Technology Help Center Manager is a hands-on supervisor responsible for leadership and operations of the Technology Help Center. The position supervises two full-time professional staff and several students that provide technology support to faculty, staff and students via phone, email and walk-up counter. Duties include ensuring smooth operation of day-to-day activities at the Technology Help Center, providing professional development and mentoring to the Technology Help Center staff and students, ensuring excellent customer service, coordinating staff work schedules, serving as the Technology Help Center liaison to other Information Resources departments in the support service upgrades and new roll-outs, communicating technical service announcements to the campus through email, collaborating with Library Circulation Help to ensure seamless support, application administration of the software tools used in servicing trouble tickets, and collaborating with other Information Resources departments to establish agreed upon documentation to be shared within the Technology Help Center, Information Resources departments and the campus. As a hands-on manager, the position will also provide one-on-one technology assistance to faculty, staff and students via phone, email and walk-up counter.
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| Major Responsibilities |
Duties and Responsibilities:
Personnel Management
Responsible for the effective management of assigned staff and call center student workers which includes, but is not limited to, leading, managing, mentoring, supervising, and developing employees in a manner that is most appropriate to each individual and consistent with the respective Collective Bargaining Agreement (CBA) as well as college policies and procedures. Collaborate with direct supervisor and the human resources office to resolve and address issues or concerns regarding employee performance, misconduct, or other related concerns. Responsible for making recommendations for hiring, renewal or permanent appointment as appropriate. Develop and discuss performance programs and conduct performance evaluations in a timely manner consistent with the employee’s respective CBA and college policy and procedure.
Hands-On Manager
Provide one-on-one assistance to faculty, staff and students via phone, email and walk-up counter. This includes technology troubleshooting according to established Technology Help Center procedures. Enters and tracks trouble tickets into a centralized ticketing system. Utilizes remote access software to assist users.
Operations Management
Responsible for the leadership and management of the Technology Help Center. Plans, sets goals, recommends procedures and policies, participates in governance of the ticketing system, administrates the ticketing system and remote access software, works with SAWS for updates/changes to these systems, collaborates with other IR departments to support service upgrades and new roll-outs, and ensures personnel shift coverage for the Technology Help Center. Develops assessment of services and recommends improvements and professional development for both student workers and staff.
Customer Service
Responsible for ensuring excellent customer service from the Technology Help Center staff and students to faculty, staff, students and other IR departments. Develops and maintains customer-centric procedures and routinely reviews them for updating. When necessary intervenes with difficult situations, and serves as a point of escalation for all customer-service related complaints. Develops assessment of customer service satisfaction, reviews findings and makes recommendations for improvement. Monitors Technology Help Center trouble tickets to ensure timely response, proper classification and resolution and escalation to other IR departments when appropriate.
Communication
Works collaboratively with both Circulation Services and Design Help to provide seamless support services. Serves as the Technology Help Center liaison to the other IR departments, and sends out email messages for Information Resources through Communicator as directed by the established “sender” list.
Documentation
Collaborates with other IR departments to establish agreed upon documentation to be shared within the Technology Help Center, IR and campus users. Produces statistical and management reports. Writes the annual report for the Technology Help Center.
Job Requirements – knowledge, skills, abilities and other attributes needed to successfully perform the duties of the position:
• Technical Skills
• Customer service skills
• Strong interpersonal skills
• Ability to present and exchange technical information with other technicians
• Ability to work in a team environment with a collaborative approach to decision making
• Knowledge of current computer hardware, software and emerging technologies
• Skill in establishing and maintaining standards, policies and operational effectiveness of technology help center operations.
• Skill in analyzing and improving technology help center efficiency.
• Skill in managing the work of others, including leading and motivating technical staff.
• Effective verbal and written communication skills
• Ability to communicate effectively with individuals at all levels of the college
• Ability to establish and maintain an effective working relationship with faculty, staff, students, and the general public
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