Technology Support Team Manager

Located in a historic neighborhood in the nation's capital, Georgetown offers rigorous academic programs, a global perspective, exciting ways to take advantage of Washington, D.C., and a commitment to social justice. Our community is a tight knit group of remarkable individuals interested in intellectual inquiry and making a difference in the world.

Requirements

The Technology Support Team Manager manages tier-2 technology service group.  S/he will manage a team that provides advanced technology services and support to the Georgetown faculty, staff, and students.   Tasks include, but may not be limited remote and onside desktop computing support, mobile device support, telecommunications / internet access, enterprise application support, office automation software support, computer deployment and recycling – including scheduled computer replacement program support.  Technologies include Windows, 7 through Current Desktop OS and management systems, Apple OS Management 10.11 through Current machos, Android and iOS device configuration and support. Primary duties include, but are not limited to:

Management

• Develop and maintain coverage schedules for on-phone support analyst assign and manage incidents and projects for staff/technicians. Perform HR related duties (leave approval, schedules, work assignments, performance management, etc.). Provide system administration for the Service Desk application.

Communications & Collaboration

• Participate in meetings and collaborative efforts to identify and solve customer requests, including but not limited to targeted user group meetings, ah hoc meetings with customers, activities concerning support of enterprise services, staff meetings and training sessions, and customer satisfaction surveys or reviews.

• Build a good working relationship and communication with the user community and interacts with other technology providers on a routine basis.

Documentation

• Develop and maintain team resource documentation on UIS Wiki and Network Shares.

• Maintain and test process documentation and test scripts for various technologies.

• Ensure asset inventory is reflected accurately.

Technical Escalation

• Act as technical escalation point for staff in areas of Windows and Mac OS, mobile devices, networking, and application services. Advises and directs team members by advising and/or resolving complex issues.

Maintaining Skills / Knowledge

• The incumbent should stay abreast of current and emerging technologies and service delivery issues that affect the nature of faculty, staff, and student technology needs through technology literature, personal contacts, peer groups, seminars, training, etc.

• Other tasks with defined objectives may be assigned to further increase the incumbent’s skills and broaden his/her knowledge base for the purposes of career advancement at a later time.

Qualifications

• Bachelor’s degree

• 4 yrs. + operational management experience in a supervisory role

Technical Qualifications or Specialized Certification:

• 5+ years’ work experience with Windows 10, and macOSX environment

• Broad knowledge of directory services (including Active Directory)

• Strong conceptual knowledge of heterogeneous computing environments

• Demonstrated ability to write clear, concise and accurate technical documentation, as well as regular communications with others

Other Skills

• Ability to prioritize diverse services, tasks and projects

• Needs solid understanding of user support and service issues, preferably in an academic setting

• Excellent communication and customer service orientation is essential

• Ability to communicate technical concepts to others, in both formal and informal setting

• Blackboard, Banner, Google Aps, experience with a Change Management ticket system preferred

• Demonstrated experience in these areas: Desktop computer management, mobile device management, Internet concepts, networking concepts, productivity software configuration/operation (email, calendar, word processing, spreadsheets)

Current Georgetown Employees:

If you currently work at Georgetown University, please exit this website and login to GMS (gms.georgetown.edu) using your Net ID and password. Then select the Career worklet on your GMS Home dashboard to view Jobs at Georgetown.

Submission Guidelines:

Please note that in order to be considered an applicant for any position at Georgetown University you must submit a cover letter and resume  for each position of interest for which you believe you are qualified. These documents are not kept on file for future positions.

Need Assistance:

If you are a qualified individual with a disability and need a reasonable accommodation for any part of the application and hiring process, please click here for more information, or contact the Office of Institutional Diversity, Equity, and Affirmative Action (IDEAA) at 202-687-4798 or ideaa@georgetown.edu.

Need some assistance with the application process? Please call 202-687-2500. For more information about the suite of benefits, professional development and community involvement opportunities that make up Georgetown's commitment to its employees, please visit the Georgetown Works website.

EEO Statement:

Georgetown University is an Equal Opportunity/Affirmative Action Employer fully dedicated to achieving a diverse faculty and staff.  All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, national origin, age, sex (including pregnancy, gender identity and expression, and sexual orientation), disability status, protected veteran status, or any other characteristic protected by law.

Benefits:

Georgetown University offers a wide variety of comprehensive and competitive benefits. Benefits packages include comprehensive health, dental and vision plans, disability and life insurance coverage, retirement savings programs, tuition assistance, voluntary insurance options (including group legal, accident, and critical illness), and much more. Whatever your need, the Office of Faculty and Staff Benefits will be standing by to support you. You can learn more about the benefits offered to eligible faculty and staff at https://benefits.georgetown.edu or view the online interactive benefits guide for more information.