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Technology Support Services Manager

1 month ago

Renton, Washington, United States Renton Technical College Full time
Job Title: Technology Support Services Manager

Are you passionate about leveraging technology to enhance educational experiences and empower diverse communities? We are seeking a dedicated individual to join our team as a full-time Technology Support Services Manager at Renton Technical College, where innovation and inclusivity intersect.

Key Responsibilities:
  • Provide leadership and demonstrate multicultural competence to improve access and create an educational environment that affirms a commitment to equity, diversity, and inclusion.
  • Manage delegated roles pertaining to day-to-day operations of technology support services, including developing and managing end-user training and education.
  • Analyze the technical performance and reliability of end-user products, systems, and services against identified industry standards to ensure customer satisfaction.
  • Analyze key performance indicators to monitor the performance levels of technology support services staff and assist in determining patterns and recommending proactive solutions targeting repeated community constituent requests and issues.
  • Establish processes to identify, track, escalate, resolve, and report customer problems.
  • Lead the daily operations of the IT Service Desk and provide technical expertise to ensure that the installation, repair, maintenance, and upgrades of all technology services are handled efficiently and effectively.
  • Responsible for inventory and asset management for College Technology Services hardware and software resources and assist with reconciliation of college asset records.
  • This position will manage and maintain a suite of operational resources, including service desk applications utilized by CTS for service delivery.
  • Work closely with the Infrastructure Services team to ensure the security and integrity of workstations and servers facing both internally and externally.
  • Serve as CTS representative on the college shared governance Technology Council and Accessibility Advisory Committee, and Liaison to the College Testing Center.
  • Serve as the IT Accessibility Coordinator.
  • Will be an integral part of the CTS department's cybersecurity team.
  • Analyze the use of technology in the College's programs and departments and make recommendations for upgrades when necessary.
  • Analyze classroom and office space as it pertains to technology and recommend layout and manage technology-related logistics and processes.
Required Knowledge, Skills, and Abilities:
  • Previous demonstrated participation with persons from diverse backgrounds, including sexual orientation, racial, ethnic, religious, linguistic, gender, age, socioeconomic, physical, and learning abilities, and a commitment to an inclusive and equitable working and learning environment.
  • Associate Degree in Information Technology, Information Systems, Computer Science, Management Information Systems, Computer Engineering, or a related field. Three years of experience as an Information Technology Manager can be substituted for an Associate degree.
  • Four years of technical customer service experience, including hardware/software implementation/support and direct responsibility for organizing, developing, and leading the work of a team while managing projects.
  • Must have utilized automated deployment tools that configure, deploy, and maintain end-user systems in a network environment.
  • Ability to represent the college in a positive and professional manner, while using tact, discretion, respect, and courtesy.
  • Demonstrated ability to promote universal design and accessibility and proficiency in the production of accessible content, whether print or electronic.
  • Demonstrated customer service skills in past work history, including excellent analytical and problem-solving skills, excellent interpersonal, oral, and written communications skills, ability to read, write, and interpret operation/maintenance manuals, equipment specifications, procedure manuals, ability to write proposals, reports, and correspondence.
Preferred Qualifications:
  • ITIL Foundations Certification
  • Service Desk Management
  • Automated Deployment Tools
  • IT Support in Higher Education
  • Knowledge of Cybersecurity guidelines and best practices (i.e., NIST)
  • Knowledge of PCI/DSS guidelines and best practices
Special Requirements, Licenses, and Certifications:

N/A

Working Conditions:

This position works during college business hours, however, there may be events (on and off campus) the position will organize and/or attend. Work is sedentary in nature and is performed in an office environment which is adequately heated and ventilated. Frequent use of computer and exposure to terminal screens in performing work assignments required. This position will move throughout campus periodically, utilizing various spaces to facilitate planned activities. Work will occur on-campus, with occasional remote work possible and depending on office coverage needs.

Terms of Employment:

The person hired is required to provide authorization for employment in the United States. All offers of employment are contingent to background checks, including employment and required degree/credential verification. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform successfully in the position. Finalists are required to complete the Sexual Misconduct Disclosure form as required under RCW Post offer, pre-employment criminal background checks are also required.