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Classroom Technology Support Supervisor

2 months ago

Raleigh, North Carolina, United States NC State University Full time
Special Instructions
Applicants are required to include a resume, professional references, and cover letter along with their online application.

Posting Information
Internal Recruitment:
No

Working Title:
Classroom Technology Unit Manager

Anticipated Hiring Range:
$90,000

Work Schedule:
Monday - Friday, 8:00 am - 5:00 pm (adjustable as dictated by unit needs)

Department:
Office of Information Technology, Technology Support Services

About the Department
NC State's Office of Information Technology (OIT) delivers comprehensive computing, information, and communication technology services to support the university's academic and administrative objectives.

Technology Support Services (TSS) offers a wide range of technical assistance and consulting services for the NC State University community.

Position Overview
TSS is seeking a dedicated and proactive individual to manage the daily operational support for the Classroom Technology Unit (ClassTech).


Primary Responsibilities:
  • Coordinating assistance for faculty and students utilizing technology in numerous classrooms.
  • Providing support in various administrative and contract spaces.
  • Overseeing personnel management for a team of ClassTech staff members.
  • Managing business and customer relationships.
  • Implementing continual service enhancements and managing technology inventory.

Core Responsibilities:
The role involves operational oversight for the ClassTech service, with a strong emphasis on personnel management.

Key duties include:
  • Addressing client support inquiries.
  • Conducting regular technology assessments in supported areas.
  • Engaging in project work to support ongoing service improvement initiatives.
  • Monitoring technology status through available tools.
  • Managing incidents using call-tracking software.
  • Executing annual lifecycle processes as directed by the support manager.

Personnel Management:
This position encompasses various aspects of personnel management, including:
  • Ensuring adequate staffing levels to meet support objectives.
  • Creating and maintaining job postings.
  • Conducting interviews for prospective candidates.
  • Providing staff training and ensuring required certifications are met.
  • Mentoring and coaching team members.

Technology Inventory Management:
The role will involve maintaining oversight of ClassTech's extensive technology inventory, ensuring adherence to processes for accurate asset tracking and appropriate spare counts.


Qualifications
Minimum Education and Experience:
Bachelor's degree in Computer Science, Information Technology, or a related field, along with one year of relevant experience; or an equivalent combination of education and experience.

Other Required Qualifications:
  • Proven senior-level experience in service management.
  • Experience in personnel management.
  • Strong interpersonal abilities.
  • Ability to work independently.
  • Knowledge of Audio, Video, Video Conferencing, and Control Systems.

Required License(s) or Certification(s):
The successful candidate will either possess a CTS certification from AVIXA or be prepared to complete the certification process within the first year of employment. A valid driver's license is also required.

Equal Opportunity Statement
NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, disability status, or veteran status.