| Position Summary |
SUMMARY
Position will provide direction and support for computer-based information and communication systems. Work performed in this position is related to technical support, programming and development, database administration, network communications and administration, and systems analysis. Typical functions include distributed computing, computer hardware/software, computer networking, telecommunications (voice & data), systems development, programming, computer installation and maintenance, operations, web development/design, desktop support, systems security, etc.
DUTIES
Provides supervision and technical direction to Customer Service operations team including the Help Desk, Desktop support, and AV team members ensuring unit is operating in accordance with established procedures and practices.
Monitors performance metrics of support personnel; reviews response times, problem logs, and trends in problems reported providing solutions and procedures that adhere to ITIL standards to ensure efficient operations.
Maintains technical communication with management and other organizational and/or remote sites
Ensures collaboration with faculty, committees, departments, programs, and colleagues to assess needs, identify available resources, and/or assist with acquiring resources for enhancing teaching and learning through the use of instructional technologies
- The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
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| Minimum Qualifications |
Education: Bachelor’s Degree. Degree must be from a regionally accredited college or university.
Experience: 5-8 years of operations management experience including ITILprocess development and implementation. ITIL Foundation Certification preferred.
Familiar with Outlook Web Access, Domain services, Print services, Application, file, and backup services.
Demonstrated problem management implementation work experience
Skill in coordinating and integrating instructional technologies, distance education, and production systems in higher education environment.
Knowledge of business practices and procedures.
Knowledge of current technological developments/trends in area of expertise.
Knowledge and understanding of training and education principles.
Strong interpersonal skills and the ability to effectively communicate verbally or in writing with a wide range of individuals and constituencies in a diverse community.
Skill in budget preparation and management.
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