IT Support Manager

Reports To: Associate Director, Client Technology Support
Position Type: Full-time, Professional Staff
Standard Hours: 40 hours / week
FLSA Status: Exempt
Classification: Professionals

Summary: 
Reporting to the Associate Director, Client Technology Support; the IT Support Manager is a technical hands-on leader, delivering services by driving operational excellence. This position is responsible for delivering end user computing services by managing, evaluating, and developing IT support staff. This position interfaces with students, faculty, and staff, working to understand needs that can be addressed through process and technology solutions. The IT Support Manager will develop the methodology, manage the implementation, and coordinate the tools utilized by the Support Center staff to provide the highest levels of technical and customer support to all departments and personnel associated with Keuka College.

Essential Responsibilities:

• Participate in resolving escalations and coordinating the communication of service status related to areas of responsibility.

• Responsible for providing the highest levels of technical and customer support to students, faculty and staff; and ensure upkeep of all laboratories, departmental computers and classroom technology. 

• Manage technology assets (both hardware and software) that are currently deployed.

• Work with the Associate Director, Client Technology Support to determine SLAs and KPIs and engage support staff to follow these preset guidelines and expectations. 

• Serve as mentor and technical lead within a dynamic and effective Helpdesk / desktop team, providing insight and guidance on how new hardware and applications will be integrated across campus.

• Develop and maintain a robust knowledge base that will promote client oriented self-service. 

• Develop and enforce IT Support Desk responsibilities.

• Focus on the highest levels of service and customer satisfaction.

• Train the team to provide Applications Support on all MAC and Windows Platform, to include installation, upgrade, and remote support.

• Install, configure, upgrade, and troubleshoot Desktop Network issues, to include, TCP/IP, VPN, DNS or DHCP.

• Serve as an Instructor, in both formal and informal setting for all college applications, operating systems, hardware, or other IT related issues.

• Create meaningful documentation on Hardware, Applications, Systems, and procedures.

• Serve as the top tier technical escalation point for support staff. 

• Oversee IT Support Desk operations which may include software deployments, infrastructure upgrades, hardware rollouts, troubleshooting, incident response, event planning and other related IT operation functions.

• Manage the work study students and provide them with the training and availability to perform Level 1 phone and in-person support for all end users. 

• Responsible for ensuring that assigned tasks are completed in compliance with various institutional and regulatory requirements.

• Maintain a professional and courteous attitude at all times towards co-workers, internal and external customers, representing Keuka College, its programs, policies, and procedures in a positive and professional manner. Maintain effective working relationships to ensure institution-wide teamwork.

• Attend provided/necessary training and other meetings to support effectiveness within the position as required.

• Consistently demonstrate high standards of integrity by supporting the Keuka College mission, vision, and values and adhering to institutional policies.

• Maintain a high regard for student privacy in accordance with the FERPA privacy policies and procedures.

• Regular and reliable attendance is expected and required.

• Perform other functions as assigned by management.

Minimum Qualifications:

1. Associates Degree required, Bachelor’s Degree preferred.

2. Minimum of 2 years-experience working in an IT Help Desk; team lead or previous management experience preferred. 

3. Excellent Troubleshooting skills.

4. Must be able to readily learn and adapt to new computing environments. 

5. Must have strong organizational skills and the ability to work with a minimum of supervision. 

6. Must be able to prioritize and juggle multiple demands and deadlines. 

7. Demonstrated ability to work with a team approach and in a service-oriented manner.

8. Experience with Windows and MAC Operating Systems and hardware is required.

9. Ability to effectively communicate both verbally and in writing.

10. Understand and behave with a high level of integrity and complete confidentiality at all times. 

11. Ability to be sensitive to and respond to needs/concerns of students, faculty, college staff and the public.

12. Ability to work under pressure with a high tolerance for interruptions, and the ability to work with diverse groups of people.

Physical Requirements:

• Some evening and weekend hours may be required. 

• Occasional lifting up to 25 lbs. 

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position. 

Equal Opportunity Employer