Regional Manager Campus Technology Services (POOL)

The Organization

Houston Community College (HCC) is an open-admission, public institution of higher education offering a high-quality, affordable education for academic advancement, workforce training, career development and lifelong learning to prepare individuals in our diverse communities for life and work in a global and technological society. We're proud to say that 98 percent of our graduates step into a job in their field of study immediately upon graduation. One of the largest community colleges in the nation, HCC has served the Greater Houston area for over four decades. Accredited by the Southern Association of Colleges and Schools, and the Schools Commission on Colleges, we offer 300+ associate degree and certificate programs to 75,000+ students across 13 Centers of Excellence and online each semester. We are proud to be No.1 among all community colleges in the nation in providing associate degrees to minorities and No.1 in educating international students, with 10.4 percent of our student population from outside the USA. Our vision is to become the Employer of Choice in support of our mission for Student Success by attracting, retaining and motivating the best employees.

The Team

Some of the brightest minds in academics and business are choosing HCC as their teaching home. We appreciate your dedication to educating students! When you join our talented faculty team, you'll play a special role as teacher, mentor and academic advisor. We'll support you in your professional development as you contribute your knowledge and expertise to HCC, our students and the community.

SUMMARY

Manage Information Technology (IT) support staff at multiple HCC campuses within a defined geographic region. Responsible for supervising campus technology support staff and core IT services provided to faculty, staff and students which include but are not limited to PC, network, telephony, printers, peripherals, Wi-Fi, and audio visual/classroom/lab technology equipment and applications.

Oversee service support, staffing, performance management, mentoring, planning, budgeting and resource management activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
  1. Provide personnel management direction and guidance for assigned staff, including hiring, orientation, training, coaching, administering performance appraisals, developing work schedules and terminating personnel;
  2. Supervise and instruct staff in performing routine and non-routine or complex support activities, evaluate staff work performance to advise of the requirements and expectations of their positions and provide feedback using direct observation and oral/written communication;
  3. Cross train with Core Information Services and Cyber Security and Networks to understand and assist with basic application, server, security, and network functionality, use, and troubleshooting techniques, including but not limited to cabling, wireless, switching and security systems;
  4. Participate in the development of the annual IT strategic plan and budget for the Campus Technology Services department, develop and manage budget activities, including but not limited to tracking and reporting expenses;
  5. Collaborate with Core Information Services to complete IT strategic plan activities, fulfill business needs and resolve issues; including but not limited to, software rollouts/upgrades, system testing, server centralization and technology replacement;
  6. Work collaboratively with peer groups/Innovation and Instructional Technology to resolve issues/concerns and implement hardware, software and services based on student success needs;
  7. Plan all work schedules to ensure regional coverage during hours of operations;
  8. Develop and maintain good working relationships with all customers and IT;
  9. Interact professionally with customers to resolve issues and determine needs and priorities;
  10. Lead group problems solving with input from IT and Instructional Technology;
  11. Support campus based technology and applications;
  12. Manage technology asset inventory for all campuses within the assigned region;
  13. Monitor performance of infrastructure at each campus and escalate to core IT when necessary;
  14. Promote security awareness to customers through actions and advocacy;
  15. Understand IT business processes and standards, and ensures IT staff work effectively within those processes and standards;
  16. Openly communicate with peers and staff regarding IT strategic and business needs and issues;
  17. Improve productivity by highlighting deficiencies and recommend change in tools, training, processes, reporting and employee engagement;
  18. Conduct technical issues trend analysis; assist with root cause analysis and follow-up with all technical support issues coming in through incident management;
  19. Create a work environment which embraces and appreciates diversity;
  20. Establish performance measures, goals and objectives for team to provide direction, set priorities, and ensure activities are completed on time using standardized procedures to meet defined Service Level Agreements;
  21. Prepare and/or review written reports including service metrics data to communicate information to management; and
  22. Travel between multiple locations within the assigned region as required.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform the essential duties and responsibilities listed above. The qualifications listed below are representative of the education, experience, knowledge, skills, and/or abilities required.

EDUCATION

Bachelor's degree in Computer Science, Information Systems or related field required. Associate degree plus 4 years' experience may be considered in lieu of Bachelor's degree.
  • Preferred Certifications:
  • Information Technology Infrastructure Library (ITIL) or industry recognized equivalent certification
  • Current Microsoft Certified Solutions Associate (MCSA) or industry recognized equivalent

EXPERIENCE

Five (5) years' experience providing end user IT Support in a large, complex technology services environment including at least 3 years' direct supervisory experience required.

Prior experience providing technical support in an educational environment preferred.

Advanced experience in hardware/software troubleshooting and resolution preferred.

KNOWLEDGE, SKILLS AND ABILITIES
  1. Strong managerial, leadership, customer service, analytical and problem-solving skills;
  2. Able to multi-task , adjust to changing situations, excellent organizational skills;
  3. Able to deliver, generate and distribute assignments on time, reflecting accurate information;
  4. Strong interpersonal communication skills, able to communicate effectively both orally and in written form with a wide variety of external professionals and in-house staff from diverse backgrounds;
  5. Able to assess situations, obtain necessary information, draw conclusions and recommend and/or implement course of action in accordance with policies and procedures;
  6. Outstanding grasp of information technology concepts and processes. Familiar with business processes such as planning, budgeting and performance management;
  7. Able to build and promote a collaborative team environment;
  8. Knowledge of networks, cloud based services and operating multi-technology environments; and
  9. Able to travel between multiple locations within the assigned region as necessary.


Location

Houston is a city with limitless possibilities:

• Fourth-largest city in the U.S. and home to 54 Fortune 500 companies, second only to New York City's 55.

• 145 languages are spoken here.

• Overall after-taxes living costs are 5.6 percent below the average for all 308 urban areas recently surveyed.

• Houston is a major-league sports town, and don't forget the annual Houston Livestock Show & Rodeo.

• The weather is great! Mild winters ensure that outdoor activities can be enjoyed year-round.

• World-renowned medical care. The Houston metro area has long been known for its first-rate health care system, with many Houston area hospitals consistently ranking among the nation's top institutions.

• With over 150 museums and cultural institutions in the Greater Houston area, museums are a large part of Houston's cultural scene.

• Houston is the Culture & Culinary Capital of Texas with more than 7,500 restaurants and eating establishments covering 60+ cuisines.

If this sounds like the role for you and you're ready to join an amazing team, please apply right away.

It is the policy of the Houston Community College System to provide equal employment opportunities without regard to race, color, religion, sex, gender identity and expression, national origin, age, disability, sexual orientation or veteran's status. Individuals with disabilities, who require special accommodations to interview, should contact the Employment Services Office at (713) 718-8565.

HCC values its employees and their contributions, promotes opportunities for their professional growth and development, and provides a positive working and learning environment that encourages diversity, innovation and creativity, and inclusion.



This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.

This job description may be revised upon development of other duties and changes in responsibilities.

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