Job Title: Technical Support Manager
Reports To: Dean for Sustainability
Status: Full-time/ Regular/ Exempt
Salary: $60,000 annual
The Technical Support Manager (TSM) will manage the technical services and related operations, including engineering, IT, and maintenance to ensure all jobs get completed on time and within budget. TSM will recommend changes to products and services to efficiently help fulfill needs. TSM will ensure physical inventory levels remain monitored and replenished when necessary. TSM will be responsible for designing and implementing an improved process, operational policies, and train and support technicians. TSM will ensure department milestones and goals are met in a timely fashion. The successful TMS must have excellent communication, especially in identifying process gaps and upgrading system infrastructures.
- The TSM is responsible for supervising the overall technical aspects of TOCC to ensure efficient solutions are enacted to support functions and operations;
- Define, implement and manage technical support processes and procedures;
- Evaluate technical networks and systems, coordinating with the team to identify techniques that would maximize productivity and enhance operational performance;
- Direct and coordinate help desk technicians;
- Prioritize IT-related problems as they come in to the Help Desk (ticketing system) and escalate when necessary;
- Regularly analyze and review logs to determine if problems are imminent and develop solutions before they occur, analyze situations, and determine resources needed to solve them;
- Follow up with customers to gauge their satisfaction with problem resolution; identify technical support problem areas (i.e., negative trends) and, if warranted, implement corrective actions;
- Ensure ongoing training of tech support staff;
- Provide high technical assistance and support for incoming queries and issues related to computer systems, software, and hardware;
- Provide user training and support in person or remote;
- Support the T-?o:?on (Our Core Values) including T-Wohocudadag – Our Beliefs, T-Apedag – Our Well-Being, T-Pi:k Elida – Our Deepest Respect and I-We:mta – Working Together.
- Performs other duties of a similar nature or level.
TRAINING AND EXPERIENCE:
- Associate's degree from an accredited college or university with a degree in computer science, information technology, programming, or related field, and/or two years of IT experience. A combination of experience and relevant certifications in IT will also be considered.
- Additional Consideration May Be Given to Individuals with the Following Qualifications:
- Certifications in IT that meet the requirements of the position.
- Ability to speak and understand O’odham and/or Spanish.
- Knowledge and understanding of the history and contemporary issues facing Native peoples.
- Valid Arizona Driver’s license with no DUI's or major traffic offenses within the past two years.
- Must successfully pass a background check.
- Networking, Wi-Fi, TCP/IP, Proxy Servers, Active Directory/LDAP;
- Some web and database technologies including HTML & SQL;
- In-depth knowledge of office application software, including data handling and reporting;
- Ability to analyze data and produce reports on issues and recommend resolutions;
- Familiar with PC, Laptops, mobile devices and tablet technology, including practical PC/Laptop repairs and fault diagnosis, and safe handling of electrical tools and equipment;
- Working knowledge of health & safety;
- Analytical thinker and attention to detail;
- Operating systems; Windows OS, Apple iOS, etc.;
- Research methods;
- Customer service principles;
- Demonstrating leadership and problem-solving skills.
- Working with tight deadlines and can demonstrate sound time management and critical thinking skills.
- Using leadership skills to collaborate.
- Analyzing problems and recommending appropriate solutions.
- Communicating technical information to a non-technical audience.
- Testing and debugging applications.
- Providing customer service.
- Conducting research.
- Troubleshooting technological problems.
- Programming applications.
- Make decisions quickly, often with limited information;
- Excellent interpersonal skills as applied to interaction with subordinates, coworkers, supervisor, faculty, staff, and students.
- Strong communication and organizational skills