Manager, Technical Services

Description

Please Note: An applicant may redact any information on an unofficial transcript that reveals years of attendance, date of graduation, or age.

Please Note: Pueblo Community College is not able to provide sponsorship for applicants who do not currently have the legal right to work in the United States or require transfer of a Visa.

NOTE: Must be a resident of the State of Colorado or able to relocate to Colorado prior to first date of employment.

Pueblo Community College Statement:

Pueblo Community College embraces continuous improvement and has adopted it as its culture and as a necessary part of every job. Our job descriptions incorporate and utilize the principles and tools of continuous improvement found in the Higher Learning Commission (HLC) Open Pathways model. The Open Pathways is unique in that its improvement component, the Quality Initiative, affords institutions the opportunity to pursue improvement projects that meet their current needs and aspirations.

The list of functions on this job description is not exhaustive and other functions may be added at the discretion of Pueblo Community College or the employee's supervisor. Permanently added tasks shall be reviewed by Human Resources for appropriate position classification and compensation.

This document is not intended to exclude an opportunity for modifications consistent with providing reasonable accommodation.

Department/Division Purpose:

The Department of Information Technology Services provides and maintains the technical and related services for college-related computer, computing, communication, and student technology needs.

Job Summary Statement:

The Manager of Technical Services provides exceptional customer service, technical training, and hands on technical support to students, faculty, and staff in the use of supported College/System technologies to enhance and facilitate educational activities at PCC. The Manager supervises staff of the Services Help Desk and other support personnel.

In accordance with Colorado Revised Statutes 24-50-135, this position has been exempted from the State Personnel System.

Job Duties

Essential Functions

• Manages, plans, and coordinates client-side activities and IT services including management and administration of the IT Helpdesk and personnel management for technicians engaged in desktop and telephone support for all campus locations.

• Coordinates the installation and support of end user, classroom, and meeting room hardware, software and related projects.

• Manages staff to include interviewing, making recommendations for hiring; daily management and training of subordinates, appraising performance, establishing standards for quality and quantity of work, rewarding and disciplining employees; addressing complaints and resolving problems; adjusting and monitoring hours of work, priorities and staff assignments.

• Provides hands on leadership and support to technicians and end users utilizing the College's Information Technology Help Desk including:

• Provide technical support to end users via telephone, video conference, email, and person-to-person visits within office, classroom, and other college locations.

• Provide technical training as necessary to IT technicians, PCC employees and students.

• Documents and maintains the integrity of technical solutions within the support desk and associated technical documentation repositories.

• Ensures that support and associated maintenance is delivered as needed to all PCC technology solutions including support of end-user hardware and software installations such as: networks, desktop, mobile, telephony systems, software, peripherals, and etc.

• Provides and maintains statistical reporting of documented help desk records to support improving the use of technology by PCC employees and students.

• Consults with software and hardware vendors and other stakeholders for problem resolution and procurement of technologies.

• Meets in person and via technology solutions with faculty and staff to determine service requirements for existing and future needs for software and hardware for the PCC technology environment.

• Evaluates new software and hardware (including upgrades) to determine usefulness and compatibility with existing software, hardware and infrastructure.

• Assists in the evaluation, management, coordination, and installation of technology associated with college driven initiatives.

• Plans and manages projects and day-to-day operations to ensure the computing environment is adequately supporting Pueblo Community College for the hardware / software needs of the institution.

• Oversees client operations of administrative and instructional technology.

• Coordinates the installation and maintenance of computers running Windows or Mac operating systems, Microsoft Office Suites, Anti-Virus software, Web-Based applications and other software as needed.

• Provide hands-on installation and troubleshooting of client software and hardware at all PCC locations, including college-owned computers, mobile devices and related software and peripherals as well as basic network troubleshooting.

• Analyzes and recommends purchase of equipment and software.

• Assist in management of software licensing compliance across all college-owned desktop and mobile devices.

• Assists in the development and monitoring of budget and expenditures.

• Assists in the procurement of hardware / software required by the department via procurement card and purchase order processes.

Additional Functions

• Works independently with little supervision or as part of a team.

• Communicates effectively with students, colleagues, and others.

• Interacts professionally and respectfully with students, colleagues, and others.

• Assesses individual and department work processes and recommends improvements.

• Complies with State Fiscal Rules, State Board policies, System and College protocols, and departmental procedures.

• Obtains and maintains proficiency with required systems and equipment.

• Maintains confidentiality of student and employee information as required.

• Completes all required compliance training within the established timeline.

• Serves on committees and other groups as assigned.

Minimum Qualifications

Education:

• Bachelor's Degree from a regionally accredited college in a related technology discipline.

Experience:

• Five or more years of experience in a medium or large size organization supporting PC hardware, software, and Windows operating systems.

• Three or more years supervising an IT help desk or call center.

• Three or more years of IT problem solving, budget management, procurement, and/or project management.

• Three or more years supervising IT staff.

• Experience providing training on hardware and software applications.

Special knowledge, skills, and abilities:

• Knowledge of laws, accreditation standards and best practices pertaining to technology in higher education.

• Knowledge of current PC, video conferencing technology and mobile operating systems.

• Knowledge of a wide variety of software applications including MS Office, Antivirus, browsers, productivity, and web based.