Support Services Manager

4 weeks ago

Hillsdale, United States Hillsdale College Full time

Position Title: Support Services Manager

Posting Number: S022P

Department: Information Technology Services

Position Type: Staff

Job Description: Job Summary

As the I.T. Support Services Manager, this position is responsible for leading the Colleges Information Technology Help Desk Support team to provide an exceptional technical support experience for our students, faculty, staff, and guests.

This position will work in person on the Hillsdale, MI campus.

Essential Job Functions

Deliver first-tier technical support to faculty, staff, students, and friends of the College who use the Colleges computing resources
Recruit, train, and mentor high-performing Help Desk technicians who deliver positive experiences for customers
Establish best practices through the entire technical support process
Set specific customer service standards
Ensure customer service is timely and accurate on a daily basis
Develop daily, weekly and monthly reports on Help Desk teams productivity
Create a proactive hardware management system that utilizes inventory and automated deployment software.
Install and set up software on end user workstations.
Disassemble computers and install new computer components as necessary.
Support various audio visual needs in conference rooms and across campus.

Required Qualifications: Education and Experience

Associates Degree or higher in BIS/MIS/CS program is desirable, but not essential
5+ years of experience working in an I.T. technical support lead or similar support role is required
CompTIA A+, CompTIA Network+, or equivalent certification is desirable
Experience successfully leading a team of at least four direct reports in a technical support role
Experience working in a customer-facing, high-touch environment where exceptional customer experience is valued (e.g., Apple Retail Store, for example)
Educational environment experience preferred

Other Skills: Key Skills & Knowledge

Proven ability to develop and implement processes that deliver exceptional customer experiences in an information technology end-user support operation
Proven ability to lead end-user technical support teams to develop & practice processes that ensure service excellence in delivering hardware/software support
Proficient developing and documenting standard operating procedures for internal technical support teams
Windows desktop operating systems (Windows 10, 11) installation, configuration, and troubleshooting in an Active Directory domain environment
Mac OS installation, configuration, troubleshooting in an enterprise environment
iOS and Android configuration and troubleshooting for tablets and smartphones
Basic understanding of network connectivity to support campus connectivity for computers and mobile devices for both wired and wireless connections
Proficient using, configuring, and troubleshooting common desktop and browser-based applications, including:
o Microsoft Office Suite
o Google G Suite
o Modern web browsers (Chrome, Firefox, Edge, Safari)
o Video conferencing (e.g., Zoom, Teams, Google Meet, etc.)
Understandin how to effectively perform file backup and recovery on desktop computers using tools like Time Machine, Backblaze, or similar tools
Experience with network testing tools such as Fluke is a plus
Experience performing basic troubleshooting of network switches, patch panels, access points is a plus
Working Knowledge of Microsoft Office 365 and Active Directory user-related administration (e.g., resetting passwords, creating user accounts, assigning user roles, assisting with MFA setup/resets, and basic user-related support functions)
Experience implementing and working within ITIL standards in an Information Technology Services environment is a plus
Experience with computer/device asset tracking, hard drive data destruction/sanitization, and maintaining proper audit logs/documentation of support activities for compliance purposes (e.g., HIPAA).

Code of Commitment

Be a good representative of Hillsdale College to promote the liberal arts, the Colleges original Articles of Association, and operating principles stated in the Staff Code of Commitment. The Mission Statement should be considered in all aspects of the position. The teaching of Christian faith shall remain a conspicuous aim of the College.

Open Date: 07/08/2024

Open Until Filled: Yes

Supplemental Questions:

Required fields are indicated with an asterisk (*).



Documents Needed To Apply (Required Documents & Optional Documents): Required Documents
  1. Resume
Optional Documents
  1. Cover Letter


PIfaf71643f1d8-31181-35290946

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