Technology Support Manager

Technology Support Manger

Westminster University

Full-Time Benefited

Position Summary

This position manages the technology needs of faculty and staff and is responsible for all campus user account creation and set up. This role is a member of the client services team which is responsible for end-user support and academic technologies such as computers, laptops, classroom audio/visual and learning management systems. This role supports student success by providing accurate, reliable, and consistent technology support.

Responsibilities

User Account Management

• Manage all user (faculty, staff, students) account creation, modification, and deletions.

• Develop policies/procedures for account creation processes and timelines.

User Support & Communication

• Design and create of knowledge based articles to act as resources for campuscommunity

• Manage help desk request intake by answering phones, monitoring a shared mailbox,responding to service tickets, providing timely communication and escalating issueswithin IS when appropriate.

• Manage technology needs and support for remote classes and events.

Faculty Support

• Support faculty/adjunct members with individual technology needs and ensure they have the tools, applications, and resources to help support student learning.

Organizational Responsibilities

Diversity and Inclusion

• Promote an Inclusive Westminster through demonstration of the commitments included in the Westminster University Diversity Statement.

• Participate in developmental activities to increase understanding and awareness of issues related to diversity, equity and inclusion both individually and as related to my field of work, profession or discipline

Additional Responsibilities

• Supervision of assigned staff and/or student positions as detailed in the Supervisor Handbook., May be designated as essential personnel in cases of campus closure or emergency., Other duties as assigned.

Minimum Qualifications

• Bachelor's degree or an equivalent combination of education, training, and experience

• Four years of experience and commitment to high quality customer service

• Ability to work with individuals with diverse backgrounds and perspectives in a respectful and inclusive manner

• Ability to read, digest and present contract agreements

• Demonstrated knowledge in supporting, maintaining, and administering complex applications

Preferred Qualifications

• Strong analytical skills and the ability to solve complex and challenging problems in an efficient, maintainable, and flexible way. Ability to gauge the scope and impact of problems and escalate as required

• Ability to effectively present information and respond to questions from students, faculty, staff or the general public

• Advanced knowledge of Windows and IOS platforms

• Advanced understanding of Microsoft suite (outlook, Word, PowerPoint, O365, etc.)

• Ability to respond on-call as assigned, including evenings and weekends is required.

• Ability to regularly lift and/or move up to 25 pounds required.

Equal Employment Opportunity:

Westminster University is committed to a diversified workforce, equal opportunity, and nondiscrimination. To this end, Westminster prohibits any form of discrimination or harassment based on race or ethnicity, color, religion, national origin, sex, age, sexual orientation, gender identification, disabilities, genetic information, status as a veteran, or any other category or classification protected by applicable federal, state, or city laws.