Manager-Technology Support Services-reopened - Bunker Hill Community College
Boston, MA

Job Description

Job Description:

Reporting to the Director of Technology Support Services, The Manager of TSS assists in directing a department that provides Tier I and II technology support for BHCC students, faculty and staff. The department supports college business and academic operations. General responsibilities of this position include staff supervision, coordination, integration and optimization of services, and hardware/software asset management. Shifts may vary between 8AM and 8PM and may require one weekend day.

Responsibilities:

* Hiring, managing, scheduling and supervision of full-time and part-time Technology Support Services staff.
* Collaborate with faculty and staff to understand technical challenges and deliver optimal support service.
* Effectively assign work to appropriate staff.
* Optimize workflows to improve standard help desk metrics such as closed on first call, time to resolution, and customer satisfaction response.
* Identify and evaluate new hardware solutions, operating systems and selected software applications for compatibility and effectiveness.
* Standardize and document all repeatable procedures.
* Maintain and support the student, faculty, staff and special use computers, printers, copiers, scanners, networks and additional peripheral equipment
* Create and implement training strategy for continuous staff development.
* Manage projects as needed.
* Other duties as assigned

Requirements:

* Bachelor's Degree in Information Technology or closely related field or an equivalent combination of education and experience
* Minimum 3 years' experience managing a help desk
* Minimum of 3 years in a direct supervision managerial role supporting end-user computing.
* Proven ability to manage and maintain high-quality service levels.
* Demonstrated success in providing exceptional internal customer service
* Experience with Windows 7, 8, 10 Operating System and Mac 10.X Operating Systems, Microsoft Office Suite
* Experience in using and supporting computer imaging software i.e. Ghost
* Effective oral and written communication skills
* Proven ability to work effectively with a diverse student, faculty and staff population

PREFERRED QUALIFICATIONS:

* Experience troubleshooting network and connectivity issues.
* Exposure to ERP and document management systems

Additional Information:

Review Date: To Ensure Consideration, Application Materials Must Be Received BY July 11, 2019.

Salary Range: $65,000.00-$70,000.00

Application Instructions:

To be considered for this position please upload the following documents to your account:

* Resume
* Cover Letter
* A Copy of your Unofficial Transcripts

Please be sure to address the Required Qualifications in your documents.

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