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Manager, Technical Support

1 month ago

Four States, United States The Ladders Full time
This is a full-time, Non-Represented role. The salary grade for this posting is 4027. The salary range is $76,230 to $96,857. Please note that the final salary will be determined by our Classification and Compensation team after reviewing the candidate's experience and considering our internal salary equity.

Title: Manager, Technical Support
Department: Technology Services
Reports To: Administrative Superior

Job Summary:

This is managerial and technical information technology work dedicated to on-site customer support and satisfaction. The employee in this class manages a support team focused on mid-sized or complex projects involving service, repair, and the installation of highly technical local-area network, network server, distributed application, and integrated desktop environments. Work involves overseeing a team of engineers, technicians, and support personnel, engaged in ensuring a highly available, reliable, secure, but robust workstation and server technology environment. Work additionally involves evaluating, recommending, and selecting the use of products and services, and guiding subordinates in the use of problem management databases and the development of methods, techniques, and evaluation criteria for obtaining results. Additionally, the employee in this class leads the creation and implementation of industry-approved problem tracking/resolution and change management processes, and serves as the liaison to the enterprise to facilitate a successful end-user/departmental support relationship, including call center, technical operations, telecommunications, and networking support and engineering functions. Administrative responsibilities will include access to, and the handling of, confidential or sensitive data, materials, and enterprise information, inclusive of end-user investigatory processes.

Essential Functions:
• Manages a team of technical, engineering and support staff, responsible for the operation and maintenance of a large-size desktop, mobile, server, and networked LAN environment.
• Oversees the installation, operation, and upgrade of computer workstations, LAN servers, and networking hardware/appliances.
• Maintains and validates documentation of installation, implementation, and upgrade plans, as well as LAN and device configurations.
• Manages the disposal of equipment, computers, and obsolete hardware.
• Develops strategies for administering and securing local-area networks, servers, and networking devices.
• Develops standards and drives the implementation of change management processes and tools.
• Coordinates and supervises scheduled as well as unscheduled system and LAN maintenance windows as needed/directed.
• Validates, or when required, prepares and presents reports regarding LAN performance, LAN utilization, version maintenance, and security issues.
• Oversees the development, ongoing testing, and updating of contingency plans and disaster recovery plans for LAN server and computing desktop environments.
• Ensures the presence and implementation of adequate preventative maintenance, upgrade implementation, system and LAN backup, and data restoration plans/procedures.
• Handles enterprise information in a professional and secure manner, including confidential and data.
• Provides customer service and support at all levels of the organization.
• Solicits and analyzes end-user feedback and shares with supervisor to improve the quality of service or address customer needs.
• Oversees investigatory matters involving computer workstations, end-user devices, servers, and LAN hardware.
• Works with customers to solve problems and support end-user needs.
• Maintains 24-hour per day, 7 -day per week availability via mobile telephone or paging device(s) for response to emergency or related operational issues.

Minimum Requirements:
• Completion of a bachelor's degree program from an accredited college or university.
• Three years of full-time, paid, professional, broad-based technology experience dealing with desktop support, application and operating systems support, LAN environments, and problem troubleshooting, tracking, and resolution, inclusive of two years which must have been spent in a managerial or team-lead role having responsibility for mid or large-sized enterprise computing environment.

OR
• Education equivalent to the completion of the twelfth school grade.
• Completion of the Computing Technology Industry Association (CompTIA) A+ certification.
• Five years of full-time, paid, professional, broad-based technology experience dealing with desktop support, application and operating systems support, LAN environments, and problem troubleshooting, tracking, and resolution, inclusive of two years which must have been spent in a managerial or team-lead role having responsibility for a mid or large-sized enterprise computing environment.

OR
• Any equivalent combination of training and experience determined to be acceptable by the Office of Human Resources.

NOTE: Must possess a reliable means of independent transportation for response to central-office emergencies or other requests outside of normal business hours.

Knowledge, Skills and AbilitiesDemonstrated knowledge of:

o computer workstation, mobile computing, and end-user technology devices inclusive of systems architectures and operational concepts.
o Microsoft Windows, Apple Macintosh, and Unix/Linux workstation and server environments.
o industry-standard desktop applications, productivity software, database access, utilities, web browsers, and security applications.
o access control methodologies, stem administration, user administration, LAN access infrastructure, remote access, and security containment procedures.
o The technical environment and information technology trends. o common of common networking protocols and IP-based services.
o networking topologies, network hardware and software, connectivity infrastructure, switching/routing, communications protocols, network addressing, and wireless access methodology.
o the current trends of information resource technologies.
o Microsoft Windows-based desktop and LAN server environments, inclusive of Windows OS variants, Microsoft Office Application suite, Plug-n-Play interfaces, networking, security, peripheral connectivity, registry manipulation, and system administration.
o centralized and distributed network and systems architectures, including hardware, software, application support, enterprise printing, web and Internet platforms, network transports, and information security.

Demonstrated skill in:

o the use of problem tracking/resolution utilities and project management application software.
o vendor and contract managements.

Demonstrated ability to:

o manage and coordinate technical support and engineering teams.
o Analyze, optimize, and formulate recommendations for cost-containment.
o manage staff and administrative office functions.
o Respond to emergency situations and effect problem resolution processes.
o analyze and resolve complex problems.
o present ideas effectively, both orally and in writing.
o establish and maintain effective working relationships.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.