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Technology Support Services Manager

Posted: October 7, 2021
Description
Skills
Education
Company Description

Technology Support Services Manager coordinates daily operations of the Help Desk and ensures the successful operation of computer, audiovisual and technical support to members of the College community. This position effectively collaborates with ITS technical support personnel with the implementation and support of all campus technology systems.

RESPONSIBILITIES:

Monitor the Help Desk ticketing system to triage, prioritize and assign issues to staff. Manage workload to ensure timely resolution.
In collaboration with the Events Scheduling and Administration department, plan for and provide appropriate levels of AV technology support for Open Houses, Admitted Student Days, Board of Trustees meetings, Commencement, guest speakers and other campus events. Maintain a detailed schedule of events with relevant technology needs and IT staffing needs.
Act as the liaison for ITS Infrastructure Services, ITS Application Services and Online Learning Services (OLS).
Provide budget management for Technology Support Services including purchasing, invoice payments and regular budget monitoring.
Manage and lead the ITS Help Desk team, ensuring that professional and student staff develop troubleshooting techniques, acquire technical knowledge, and provide excellent customer service to campus users.
Recruit, hire, train, schedule, supervise and mentor technology support technicians, graduate assistants and student technicians.
Support computers and related technologies in computer labs, computer classrooms, the library, smart classrooms, meeting rooms and offices.
Ensure high quality of service in hardware and software support with a strong focus on customer service and satisfaction.
Plan and implement preventative maintenance and upgrades for computer labs, computer classrooms, smart classrooms and offices. This includes identifying computers for replacement, negotiating with vendors, ordering new computers, and working with the Help Desk Team to deploy and recycle computers. This will be done in collaboration with user groups and potentially impacted departments and participating in performing upgrades.
Maintain effective relationships with the College's hardware and software vendors.
Manage the College's computer, peripheral and software inventories.
Manage computer software licensing and ensure compliance with software licensing requirements. Conduct annual software audits to ensure that software installed on College-owned computers is appropriately licensed to the College.
Provide oversight to the development, testing and implementation of effective and efficient computer software imaging procedures.
Implement and maintain appropriate hardware and software based security systems.
Support the use of videoconferencing and streaming media tools such as Zoom and Kaltura.
Manage the College's Lenovo Self Maintainer program.
Update academic elements of the College's Five Year Technology Plan. Collect data for required reports and assessment activities.
Serve as resource and enforce College policies regarding technology such as the Acceptable Use Policy and Copyright Policy as well as applicable federal and state laws and regulations.
Represent ITS User Services on the Academic Technology Committee and other relevant committees and working groups.
Other duties as assigned by the Associate Vice President for Information Technology.

At least five years progressively responsible professional experience in information systems positions.
Proficiency with Windows, Macintosh and Linux operating systems.
Experience in managing computer labs, preferably in an academic setting.
Experience with supporting users in connecting to hard-wired and wireless networks and registering devices in a Network Access Control (NAC) system.
Strong knowledge of and experience with computer networking, particularly with Windows, Macintosh, and Linux operating systems.
Familiarity of Active Directory and Group Policies.
Expertise with antivirus and other malware prevention, detection and removal systems.
Familiarity with software licensing and software license management tools.
Experience providing technical support for large events (100+ participants) using computers, projection, microphones, sound boards, etc.
Experience with using Extron, Crestron or other AV management/control systems.
Excellent interpersonal and organizational skills.
Creative and resourceful troubleshooting skills.
Management and supervisory skills and experience highly desired.
Experience supervising technical personnel.
Ability to prioritize and complete multiple tasks, projects and requests for assistance.
Experience with Canvas or similar learning management systems (LMS).
Experience using and supporting Microsoft SharePoint.
Either currently hold A+ and Lenovo certifications or obtain them within one year of employment.
Creative and resourceful troubleshooting skills highly desired.
Ability to prioritize and complete multiple tasks, projects and requests for assistance.
Ability to lift and move items weighing up to fifty pounds.
Ability and willingness to work from ladders and scaffolding.

B.S. Computer Science, Information Systems or a related discipline

The College of Saint Rose is a dynamic institution of higher education, enrolling nearly 4,000 students. Located in the City of Albany, the heart of New York State's Capital Region, the College is an independent, coeducational institution, with dedicated faculty, administrators, and staff, all focused on transforming the lives of our students. Through a strong liberal education curriculum, and professional programs, Saint Rose serves four-year, transfer and graduate students in undergraduate, graduate degree and advanced certificate programs in four academic schools: Arts and Humanities; Business; Education; and Mathematics and Sciences.

Founded in 1920 by the Sisters of Saint Joseph of Carondelet, the College is proud of its mission of service to the urban community. As an institution that values inclusion, we seek to attract and employ individuals who reflect the cultural diversity found within our student body, and across the nation and globe.

In 2020, the College proudly celebrated its Centennial. Our students, alumni and employees treasure the century of impact Saint Rose has made on the world. Consider becoming an employee who believes in the promise the next 100 years holds for this special institution.

Description

Technology Support Services Manager coordinates daily operations of the Help Desk and ensures the successful operation of computer, audiovisual and technical support to members of the College community. This position effectively collaborates with ITS technical support personnel with the implementation and support of all campus technology systems.

RESPONSIBILITIES:

Monitor the Help Desk ticketing system to triage, prioritize and assign issues to staff. Manage workload to ensure timely resolution.
In collaboration with the Events Scheduling and Administration department, plan for and provide appropriate levels of AV technology support for Open Houses, Admitted Student Days, Board of Trustees meetings, Commencement, guest speakers and other campus events. Maintain a detailed schedule of events with relevant technology needs and IT staffing needs.
Act as the liaison for ITS Infrastructure Services, ITS Application Services and Online Learning Services (OLS).
Provide budget management for Technology Support Services including purchasing, invoice payments and regular budget monitoring.
Manage and lead the ITS Help Desk team, ensuring that professional and student staff develop troubleshooting techniques, acquire technical knowledge, and provide excellent customer service to campus users.
Recruit, hire, train, schedule, supervise and mentor technology support technicians, graduate assistants and student technicians.
Support computers and related technologies in computer labs, computer classrooms, the library, smart classrooms, meeting rooms and offices.
Ensure high quality of service in hardware and software support with a strong focus on customer service and satisfaction.
Plan and implement preventative maintenance and upgrades for computer labs, computer classrooms, smart classrooms and offices. This includes identifying computers for replacement, negotiating with vendors, ordering new computers, and working with the Help Desk Team to deploy and recycle computers. This will be done in collaboration with user groups and potentially impacted departments and participating in performing upgrades.
Maintain effective relationships with the College's hardware and software vendors.
Manage the College's computer, peripheral and software inventories.
Manage computer software licensing and ensure compliance with software licensing requirements. Conduct annual software audits to ensure that software installed on College-owned computers is appropriately licensed to the College.
Provide oversight to the development, testing and implementation of effective and efficient computer software imaging procedures.
Implement and maintain appropriate hardware and software based security systems.
Support the use of videoconferencing and streaming media tools such as Zoom and Kaltura.
Manage the College's Lenovo Self Maintainer program.
Update academic elements of the College's Five Year Technology Plan. Collect data for required reports and assessment activities.
Serve as resource and enforce College policies regarding technology such as the Acceptable Use Policy and Copyright Policy as well as applicable federal and state laws and regulations.
Represent ITS User Services on the Academic Technology Committee and other relevant committees and working groups.
Other duties as assigned by the Associate Vice President for Information Technology.

Skills

At least five years progressively responsible professional experience in information systems positions.
Proficiency with Windows, Macintosh and Linux operating systems.
Experience in managing computer labs, preferably in an academic setting.
Experience with supporting users in connecting to hard-wired and wireless networks and registering devices in a Network Access Control (NAC) system.
Strong knowledge of and experience with computer networking, particularly with Windows, Macintosh, and Linux operating systems.
Familiarity of Active Directory and Group Policies.
Expertise with antivirus and other malware prevention, detection and removal systems.
Familiarity with software licensing and software license management tools.
Experience providing technical support for large events (100+ participants) using computers, projection, microphones, sound boards, etc.
Experience with using Extron, Crestron or other AV management/control systems.
Excellent interpersonal and organizational skills.
Creative and resourceful troubleshooting skills.
Management and supervisory skills and experience highly desired.
Experience supervising technical personnel.
Ability to prioritize and complete multiple tasks, projects and requests for assistance.
Experience with Canvas or similar learning management systems (LMS).
Experience using and supporting Microsoft SharePoint.
Either currently hold A+ and Lenovo certifications or obtain them within one year of employment.
Creative and resourceful troubleshooting skills highly desired.
Ability to prioritize and complete multiple tasks, projects and requests for assistance.
Ability to lift and move items weighing up to fifty pounds.
Ability and willingness to work from ladders and scaffolding.

Education

B.S. Computer Science, Information Systems or a related discipline

Company Description

The College of Saint Rose is a dynamic institution of higher education, enrolling nearly 4,000 students. Located in the City of Albany, the heart of New York State's Capital Region, the College is an independent, coeducational institution, with dedicated faculty, administrators, and staff, all focused on transforming the lives of our students. Through a strong liberal education curriculum, and professional programs, Saint Rose serves four-year, transfer and graduate students in undergraduate, graduate degree and advanced certificate programs in four academic schools: Arts and Humanities; Business; Education; and Mathematics and Sciences.

Founded in 1920 by the Sisters of Saint Joseph of Carondelet, the College is proud of its mission of service to the urban community. As an institution that values inclusion, we seek to attract and employ individuals who reflect the cultural diversity found within our student body, and across the nation and globe.

In 2020, the College proudly celebrated its Centennial. Our students, alumni and employees treasure the century of impact Saint Rose has made on the world. Consider becoming an employee who believes in the promise the next 100 years holds for this special institution.

Position Overview

Company

The College of Saint Rose

Location

ALBANY, NY

Job Type

Full time

Apply Now

Listing Contact

John Ellis

ellisj@strose.edu 15184545166

Position Details

Description

Technology Support Services Manager coordinates daily operations of the Help Desk and ensures the successful operation of computer, audiovisual and technical support to members of the College community. This position effectively collaborates with ITS technical support personnel with the implementation and support of all campus technology systems.

RESPONSIBILITIES:

Monitor the Help Desk ticketing system to triage, prioritize and assign issues to staff. Manage workload to ensure timely resolution.
In collaboration with the Events Scheduling and Administration department, plan for and provide appropriate levels of AV technology support for Open Houses, Admitted Student Days, Board of Trustees meetings, Commencement, guest speakers and other campus events. Maintain a detailed schedule of events with relevant technology needs and IT staffing needs.
Act as the liaison for ITS Infrastructure Services, ITS Application Services and Online Learning Services (OLS).
Provide budget management for Technology Support Services including purchasing, invoice payments and regular budget monitoring.
Manage and lead the ITS Help Desk team, ensuring that professional and student staff develop troubleshooting techniques, acquire technical knowledge, and provide excellent customer service to campus users.
Recruit, hire, train, schedule, supervise and mentor technology support technicians, graduate assistants and student technicians.
Support computers and related technologies in computer labs, computer classrooms, the library, smart classrooms, meeting rooms and offices.
Ensure high quality of service in hardware and software support with a strong focus on customer service and satisfaction.
Plan and implement preventative maintenance and upgrades for computer labs, computer classrooms, smart classrooms and offices. This includes identifying computers for replacement, negotiating with vendors, ordering new computers, and working with the Help Desk Team to deploy and recycle computers. This will be done in collaboration with user groups and potentially impacted departments and participating in performing upgrades.
Maintain effective relationships with the College's hardware and software vendors.
Manage the College's computer, peripheral and software inventories.
Manage computer software licensing and ensure compliance with software licensing requirements. Conduct annual software audits to ensure that software installed on College-owned computers is appropriately licensed to the College.
Provide oversight to the development, testing and implementation of effective and efficient computer software imaging procedures.
Implement and maintain appropriate hardware and software based security systems.
Support the use of videoconferencing and streaming media tools such as Zoom and Kaltura.
Manage the College's Lenovo Self Maintainer program.
Update academic elements of the College's Five Year Technology Plan. Collect data for required reports and assessment activities.
Serve as resource and enforce College policies regarding technology such as the Acceptable Use Policy and Copyright Policy as well as applicable federal and state laws and regulations.
Represent ITS User Services on the Academic Technology Committee and other relevant committees and working groups.
Other duties as assigned by the Associate Vice President for Information Technology.

Skills and Experience

At least five years progressively responsible professional experience in information systems positions.
Proficiency with Windows, Macintosh and Linux operating systems.
Experience in managing computer labs, preferably in an academic setting.
Experience with supporting users in connecting to hard-wired and wireless networks and registering devices in a Network Access Control (NAC) system.
Strong knowledge of and experience with computer networking, particularly with Windows, Macintosh, and Linux operating systems.
Familiarity of Active Directory and Group Policies.
Expertise with antivirus and other malware prevention, detection and removal systems.
Familiarity with software licensing and software license management tools.
Experience providing technical support for large events (100+ participants) using computers, projection, microphones, sound boards, etc.
Experience with using Extron, Crestron or other AV management/control systems.
Excellent interpersonal and organizational skills.
Creative and resourceful troubleshooting skills.
Management and supervisory skills and experience highly desired.
Experience supervising technical personnel.
Ability to prioritize and complete multiple tasks, projects and requests for assistance.
Experience with Canvas or similar learning management systems (LMS).
Experience using and supporting Microsoft SharePoint.
Either currently hold A+ and Lenovo certifications or obtain them within one year of employment.
Creative and resourceful troubleshooting skills highly desired.
Ability to prioritize and complete multiple tasks, projects and requests for assistance.
Ability to lift and move items weighing up to fifty pounds.
Ability and willingness to work from ladders and scaffolding.

Education

B.S. Computer Science, Information Systems or a related discipline

Company Description

The College of Saint Rose is a dynamic institution of higher education, enrolling nearly 4,000 students. Located in the City of Albany, the heart of New York State's Capital Region, the College is an independent, coeducational institution, with dedicated faculty, administrators, and staff, all focused on transforming the lives of our students. Through a strong liberal education curriculum, and professional programs, Saint Rose serves four-year, transfer and graduate students in undergraduate, graduate degree and advanced certificate programs in four academic schools: Arts and Humanities; Business; Education; and Mathematics and Sciences.

Founded in 1920 by the Sisters of Saint Joseph of Carondelet, the College is proud of its mission of service to the urban community. As an institution that values inclusion, we seek to attract and employ individuals who reflect the cultural diversity found within our student body, and across the nation and globe.

In 2020, the College proudly celebrated its Centennial. Our students, alumni and employees treasure the century of impact Saint Rose has made on the world. Consider becoming an employee who believes in the promise the next 100 years holds for this special institution.

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