Student Technical Services Manager
Student Technical Services Manager
Department: Academic Technology Services
The Student Technical Services Manager (STSM) has primary responsibility for coordinating and supporting technology services provided to both resident and non-resident students that are served by the ITS Help Desk and associated technical staff. The STSM also collaborates with the ITS Help Desk Manager to coordinate staffing for any Help Desk locations as well as manage shared tools and resources.
The STSM is responsible for managing support for a residential network and associated student desktop computing support services. The STSM is directly responsible for the management, training, and evaluation of an average of 30 Student Technology Consultants who primarily provide computer technology services to the general student population of over 8,000, as well as secondary support to faculty and staff. Functions include: establishment and oversight of student projects, student employee training and development programs, personnel management and marketing of available technology resources to students.
The individual in this position will also assist with triaging services by providing users with instructions to solve technical problems; and analyzes incident reports to identify commonly occurring incidents and then works with the technicians and student staff to develop campus wide solutions.
The STSM works closely with the technical support staff and routinely reviews outstanding issues to ensure timely responses so that incidents are resolved and ticket entries are closed. Diagnoses and resolves common incidents and service requests; forwards to technical staff the more complex and time-consuming incidents and requests. Assists technicians with technical incident resolution and ensures communication with customers. This position works under general supervision from the Client Support Services Manager. This position exercises direct supervision of 25 to 45 Student Technology Consultants, depending upon the time of year. This position also serves as secondary supervisor for ITS Help Desk Analysts in absence of the ITS Help Desk Manager.
Essential Duties & Responsibilities:
The responsibilities described here are representative of those that must be met by the employee to successfully perform the essential functions of this job.
Management of Student Technical Services
• Recruit, interview, select, train, schedule, supervise and evaluate 25-45 student technology consultants.
• Develop, plan, and present regularly scheduled training programs for the student technology consultants in the areas of customer service, computer technology, office procedures, teamwork, timecards, waiver forms, student development etc.
• Train and advise student employees to ensure that they are not only providing a service to the department but are learning to work as professionals as well.
• Manage support for a residential computer network including documentation of user needs, solving technology incidents and working with support partners to ensure high levels of service.
• Develop and implement service standards and procedures for IT related services provided to University students through the ITS Help Desk. Coordinate ITS Help Desk related services.
• Facilitate IT technical services provided for students (e.g. email for all students, network access, etc…).
• Develop and propose new services for students through the ITS Help Desk. Promote technology support for students. Meet with customer groups to discuss services.
• Work with all ITS units to coordinate services to students. Facilitate outside organization needs in regards to student technology services (new student account creation, orientation, parent handbook updates, etc…)
• Provide customer service, technical support, and incident resolution for students in the residence halls and students requesting service and support from the ITS Help Desk. Handle technical incidents that student staff cannot resolve.
• Monitor and ensure appropriate behavior of employees as it relates to compliance with the mission, policies and procedures of the University, as well as the mission of the department.
• Provide goal setting and job performance evaluations each semester.
• Apply student development theory, expertise and leadership in the development of student employees.
ITS Help Desk Management
• Schedule student employees, facilitate their appointments with users, and advise the other ITS Help Desk staff of student situations as appropriate.
• Guide University employees and students ("customers") to incident resolution when feasible; log a service call for a technician or other ITS units when telephone resolution is not possible.
• Escalate unresolved technical issues to other ITS units when necessary.
• Assist the Client Support Services Manager and ITS Help Desk Manager in implementing performance goals for the department consistent with the mission and objectives of the University.
• Assist the Client Support Services leadership team in establishing and overseeing policies for the ITS Help Desk function and operation.
• Develop, produce, and distribute policy, procedural, instructional, and technical documentation and marketing materials for the Client Support Services unit (paper and electronic forms).
• Assist in the development and implementation of the department's customer service philosophy.
• Evaluate, train and master the service desk management system to serve as campus expert on the system.
• Act as the secondary contact for tracking ITS Help Desk tasks and ensuring their timely completion.
• Act as technical resource for support, maintenance, configuration and troubleshooting of shared ITS Help Desk tools including ticketing system, web site, ACD and digital signage.
• Assist ITS Help Desk Manager in report generation and research.
Customer Service Liaison
• The STSM must be able to provide direct customer service support for general incident resolution on:
• Windows & Mac operating systems
• Mobile devices including iOS, Android and Windows;
• MS Office Applications;
• Internet access;
• Oracle applications set up and access;
• Email client configuration and use;
• Basic TCP/IP network connectivity and setup;
• Printer troubleshooting;
• Other standard University applications as appropriate;
• Miscellaneous incidents from network connectivity, to questions about specific software programs, to virus and system level troubleshooting.
• Provide first and second level support via telephone, email, remote-access, and in-person (walk-up) by analyzing and resolving support requests with the customer
• Ensure that customers receive timely responses to incident reports, track progress of the support effort, and record the resolution of incidents in the ticketing system..
• Act as liaison between users and vendors as needed.
• Manage the ITS Help Desk repair service that receives over 1,000 computers from students and faculty for troubleshooting and software repair throughout the school year. Must tag all materials left by the customer, maintain contact with the owner to ask or answer questions, as well as update them on progress, and inform customer when the machine can be retrieved.
• Help ensure that student employees and ITS Help Desk customers are aware of and adhere to the University's Acceptable Use Policy, particularly with regard to respect for intellectual property and copyrighted materials.
• Stay informed of technology advancements, especially those that will assist with providing quality support of customers.
• Perform office managerial duties.
• Bachelor's degree from an accredited higher-education institution and 3 years of relevant experience required; additional years of relevant experience may substitute for the education requirement at the rate of one year of experience equals two years of education.
• Minimum one year of supervisory experience managing staff and projects.
• Experience with hands-on technical support of Windows, Mac, iOS and Android hardware and software. Experience in installation, operating and maintaining computers and peripherals.
• ITIL Foundations certification and at least to technology-related certifications such as A+, N+, Security+, CISSP, MCP, MCDST, MCSA, MCSE, MOS, CNST, CCNA, CCNP, PCIP, CAPM, LFCE, LFCS, RHCSA, RHCE, RHCA, Apple Certified (ACHDS, ACTC, ACDT, ACPT).
• Strong communication skills, both oral and written, with the ability to explain technical issues in non-technical terms.
• Demonstrated leadership skills.
• Familiarity with student development theories.
• Experience in customer service and development of training programs.
• 3-5 years management experience, ideally with student or part time employees
• Basic project management experience and/or CAPM certification
• Experience leading trainings for technical and non technical audiences
• Experience administering an ITSM system
• Experience working at an IT Help Desk
• Experience working in higher education
• HDI or other Help Desk-related certification
Performance Expectations: Knowledge, Skills & Abilities:
• Commitment to quality, client-oriented service
• Excellent interpersonal skills
• Excellent team-building and collaborative skills
• Exceptional telephone management and customer service skills
• Ability to instill appropriate behavioral attitudes in subordinates and apply effective disciplinary measures when necessary
• Must be a "self-starter" and able to proactively identify, analyze, and propose solutions
• Ability to organize and prioritize customers and projects appropriately for self and student staff
• Must actively promote and participate in an environment based upon student development theories
• Familiarity with copyright laws as they relate to software, the Internet, and multimedia.
• As a fiduciary of the University, commitment to ensure the security and integrity of the University's network.
• Excellent communication skills, both written and oral; strong interpersonal skills for working with a diverse group of constituents (faculty, staff, students, administrators, vendors, etc.). Strong desire to serve within the context of expanding students' and employees' educational experience in a technological environment.
• Ability to track ITS Help Desk activity information quickly and accurately.
• Ability to handle multiple situations simultaneously in an occasionally stressful environment and to prioritize work for oneself and subordinates appropriately.
• Ability and desire to learn new concepts, programs and procedures quickly; and to share that knowledge both individually and in group settings, e.g. training courses.
• Proficiency in troubleshooting computer software and hardware problems, presenting computer training programs, supervising and training employees, and articulating complex technological information to a diverse user clientele with varying levels of technical sophistication.
• Considerable knowledge of multiple computer platforms, including operating systems, software packages, networks and hardware components
• Ability to work independently with minimal supervision; must possess excellent organizational skills and be extremely reliable
• Ability to operate the tools and equipment listed below effectively.
• Ability to meet deadlines.
• A strong record of personal integrity and accountability, commitment to teamwork, commitment to quality and excellence in the workplace, trustworthiness in relationships, broad institutional motivation, focus and people development.
Special Conditions of Employment:
• Must be willing to work some evening and weekend hours when needed.
• Ability to work a flexible schedule depending on client needs and time of year.
• Ability to travel occasionally to off-campus sites.
• No vacation may be taken in August or September.
Background check: Successful completion of a pre-employment background check.
Degree Verification Requirement: Persons offered employment in this position will be required to provide official education transcripts for degree verification purposes.
Salary: Commensurate with experience; Excellent Benefits.
The University of San Diego offers a very competitive benefits package, to include medical, dental, vision, a 12% retirement contribution given to you by the University (with three year vesting period), and access to on-campus Fitness Centers. Please visit the benefits section of our website to view all of the perks and benefits that USD has to offer. USD: Human Resources: Benefits
Hours: 37.5 hours per week; work schedule varies.
Closing date: Open Until Filled
Note: External job postings will be up for at least five days. After that time, applications will be reviewed by the hiring manager/committee throughout the posting period. A candidate may be selected at any time which could then close this posting on a date earlier than listed.
The University of San Diego is an equal opportunity employer committed to diversity and inclusion and is especially interested in candidates who can contribute to the diversity and excellence of the campus community.
The University of San Diego is a smoking and tobacco-free campus.For more information, visitwww.sandiego.edu/smokefree.
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