Manager, Technical Support

Manager, Technical Support

Mt. San Antonio College

Job Category: Management

Employee Group:

Time (Percent Time): 100%

Term (months/year): 12 months/year

Current Work Schedule (days, hours): Monday - Friday, 7:30am - 4:30pm

Salary Range: M-16

Salary: Steps 1 - 6, $129,528 - $142,596 annually

Shift Differential:

Health & Welfare: The College contributes $7,930 toward annual premiums for medical, dental, vision, and life insurance coverage. Lifetime retirement benefits provided for eligible retirees. The District participates in the Public Employees’ Retirement System (PERS), State Teachers’ Retirement System (STRS) retirement programs, and MetLife Social Security Alternative Plan. Note Salary and Health & Welfare Benefits are subject to change.

Department: Information Technology

Open Date: 01/17/2018

Closing Date:

Open Until Filled: Yes

Basic Function/Overview:
Under administrative direction, responsible for overseeing and supervising the day-to-day operations of complex customer support functions in an in-bound call center environment. Provides technical assistance to customers (end-users) and employees. Conducts technical training and regularly directs technical support representatives. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner that leads to ultimate customer satisfaction of services. Assists in planning, organizing, managing, and providing direction and oversight for overall information systems support functions of the College; assists in coordinating assigned activities with other College departments, divisions, outside agencies, and the public; provides highly responsible and complex professional assistance to the various Information Technology Directors and the Chief Technology Officer in areas of expertise; and performs related work as required. This position is overtime exempt.

Receives administrative direction from the Director, Academic Technology. Exercises direct and general supervision over assigned staff.

This is a management level classification in the Information Technology Department. The incumbent plans, organizes, manages, provides direction and oversight, and participates in all operations, activities, and services of the Help Desk and Desktop Support teams and is responsible for providing professional-level support to the, campus community, Information Technology Directors and Chief Technology Officer in a variety of areas. Assists in short- and long-term planning and development and administration of departmental policies, procedures, and services. Successful performance of the work requires an extensive professional background, as well as, skill in coordinating assigned work with that of other College departments, divisions, and outside agencies. Responsibilities include performing and directing many of the team's day-to-day administrative functions. This class is distinguished from the Director, Academic Technology in that the latter has overall responsibility for all programs, operations, activities, and services of Academic Technology unit.

Essential Duties/Major Responsibilities:

1. Plans, manages, and oversees the daily functions, operations, and activities of the Help Desk and Desktop Support teams, including installation, maintenance, and upgrade of administrative systems infrastructure, hardware, and networks.
2. Manages and participates in the development and implementation of goals, objectives, policies, and priorities for the Help Desk and Desktop Support teams; recommends, within departmental policy, appropriate service and staffing levels; recommends and administers policies and procedures; assists with information technology strategic planning.
3. Assists in managing and participating in the development and administration of the assigned budget; forecasts of additional funds needed for staffing, materials, and supplies; monitors and approves expenditures; directs and implements adjustments as necessary.
4. Develops and standardizes procedures and methods to improve and continuously monitor the efficiency and effectiveness of the assigned units, service delivery methods, and procedures; assesses and monitors workload, administrative, support systems, and internal reporting relationships; identifies opportunities for improvement and recommends to senior management.
5. Selects, trains, motivates, and evaluates assigned personnel; provides, coordinates, or recommends staff training; works with employees on performance issues; responds to staff questions and concerns; makes discipline recommendations to senior management.
6. Works with College constituents to assess and understand technology needs to meet appropriate level of service and solutions.
7. Oversees facilities used for administrative and student support; participates in future planning and designing support strategies for various non-academic programs.
8. Coordinates assigned units planning and activities, including status updates of information technology projects, reviewing, approving, and directing assigned projects, and accurate reporting and documentation.
9. Informs management of recurring or projected resource and capacity problems, and potential risks and technical failures, and initiates and coordinates planning and corrective actions.
10. Recommends and approves procedural and security standards for information technology functions to ensure protection of installation security.
11. Serves as a liaison for the team and department with other College departments, divisions, and outside agencies; attends meetings in various locations; serves on various committees and task forces.
12. Attends and participates in professional group meetings; stays abreast of new trends and innovations in the field of information technology as it relates to the area of assignment.
13. Maintains and directs the maintenance of working and official departmental files.
14. Monitors changes in laws, regulations, and technology that may affect College, departmental, or team operations; implements policy and procedural changes as required.
15. Responds to difficult and sensitive public inquiries and complaints and assists with resolutions and alternative recommendations.
16. Learns and applies emerging technologies and, as necessary, to perform duties in an efficient, organized, and timely manner.
17. Provides a working and learning environment that is free from prohibited discrimination, harassment and retaliation (DHR), and provided by applicable law and College policies. Attends College mandated DHR training and participates in DHR investigations as directed. Assist in providing information and resources to individuals who bring forward DHR complaints and reporting possible DHR complaints to the Director, Equal Employment Opportunity Programs in Human Resources and other appropriate authority as necessary.
18. Performs related duties as assigned.

Other Duties:

Knowledge Of:

1. Administrative principles and practices, including goal setting, program development, implementation, and evaluation.
2. Organizational and management practices as applied to the analysis and evaluation of projects, programs, policies, procedures, and operational needs.
3. Principles and practices of information technology support, service development, implementation, and management, including administrative system infrastructure, hardware, software, peripherals, server and network technology.
4. Principles and practices of budget development and administration.
5. Principles and practices of employee supervision, including work planning, assignment, review and evaluation, and the training of staff in work procedures.
6. Applicable federal, state, and local laws, regulatory codes, ordinances, and procedures relevant to information technology operations.
7. Recent and on-going developments, current literature, and sources of information related to the information technology operations.
8. Modern office practices, methods, and computer equipment and applications related to the work.
9. Record keeping principles and procedures.
10. English usage, spelling, vocabulary, grammar, and punctuation.
11. Techniques for providing a high level of customer service by effectively dealing with the public, vendors, students, and College staff, including individuals of various ages, disabilities, socio-economic and ethnic groups.

Skills and Abilities:

1. Recommend and implement goals, objectives, and practices for providing effective and efficient services.
2. Organize, manage, implement, and maintain efficient and effective information technology systems to ensure the reliability and integrity of the administrative system infrastructure.
3. Manage and monitor complex projects, on time, and within budget.
4. Plan, organize, assign, review, and evaluate the work of staff; train staff in work procedures.
5. Interpret, apply, explain, and ensure compliance with federal, state, and local policies, procedures, laws, and regulations.
6. Evaluate and develop improvements in operations, procedures, policies, or methods.
7. Effectively represent the College and the department in meetings with contractors, vendors, and various business and professional organizations.
8. Prepare clear and concise reports, correspondence, policies, procedures, and other written materials.
9. Research, analyze, and evaluate new service delivery methods, procedures, and techniques.
10. Analyze, interpret, summarize, and present technical information and data in an effective manner.
11. Conduct complex research projects, evaluate alternatives, make sound recommendations, and prepare effective technical staff reports.
12. Establish and maintain a variety of filing, record keeping, and tracking systems.
13. Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner; organize own work, set priorities, and meet critical time deadlines.
14. Operate modern office equipment including computer equipment and specialized software applications programs.
15. Use English effectively to communicate in person, over the telephone, and in writing.
16. Understand scope of authority in making independent decisions.
17. Review situations accurately and determine appropriate course of action using judgment according to established policies and procedures.
18. Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work.

Minimum Qualifications/Education & Experience:

Equivalent to graduation from a regionally accredited four-year college or university with major coursework in computer science, management information systems, CIS, IT, business administration, organizational behavior, or a related field, and three (3) full-time equivalent years of increasingly responsible leadership and technology support experience in information technology.
Equivalent to a Master’s degree from a regionally accredited college or university with major coursework in computer science, management information systems, CIS, IT, business administration, organizational behavior, or a related field, and one (1) full-time equivalent year of increasingly responsible leadership and technology support experience in information technology.


Preferred Qualifications:

License(s) & Other Requirements:
Employees may periodically be required to operate a vehicle that necessitates possession of a valid California driver’s license. Such employees must have the ability to secure and maintain a valid California driver’s license.

Working Environment:
Incumbents work in an office environment with moderate noise levels, controlled temperature conditions, and no direct exposure to hazardous physical substances. Incumbents may interact with upset staff and/or public and private representatives in interpreting and enforcing departmental policies and procedures.

Physical Demands:
Must possess mobility to work in a standard office and classroom setting and use standard office equipment, including a computer; to operate a motor vehicle and to visit various College and meeting sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person and over the telephone. This is primarily a sedentary office classification although standing and walking between work areas is required. Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard or calculator and to operate standard office equipment. Positions in this classification occasionally bend, stoop, kneel, reach, push, and pull drawers open and closed to retrieve and file information. Incumbents occasionally lift, carry, push, and pull materials and objects, typically weighting up to 20 pounds.


Instructions re: Confidential Letter of Recommendation:

Conditions of Employment:

Official offers of employment are made by Mt. San Antonio College Human Resources and are made contingent upon Board approval. It is also required that a final offer of employment will only be made after the candidate has successfully been live-scanned and clearance for employment is authorized by Human Resources. Costs for live-scan services shall be borne by the candidate.

Notice to all prospective employees - The person holding this position is considered a ‘mandated reporter’ under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in Administrative Procedure 3518, titled Child Abuse Reporting, as a condition of employment.

As required by the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the Mt. San Antonio Community College Annual Security Report is available here:

The person holding this position is considered a ‘Responsible Employee’ under Title IX of the Educational Amendments Act of 1972 and is required to report to the College’s Title IX Coordinator all relevant details reported to him or her about an incident of alleged sexual misconduct including sexual harassment, sexual assault, dating and domestic violence and stalking.

Examination Requirements:

Typing Certificate Requirements:

Application Procedure:

Complete application packets will be accepted until the position is filled; however, those submitted by 11:59 p.m. (PST) on February 19, 2018 (Initial Screening Date) are assured consideration.
Applicants must submit all of the following materials online at to be considered for this position:
1. A Mt. San Antonio College online application.
2. A cover letter describing how the applicant meets the required education and experience.
3. A detailed résumé that summarizes educational preparation and professional experience for the position.
4. Three letters of recommendation that reflect relevant experience (do not use social media or professional networks as a means to provide letters of recommendation).
5. College and/or university transcripts showing the awarded/conferred degree are required and must be submitted with the online application by all applicants, including current or former employees of the college, to demonstrate that the required educational qualifications are met. Unofficial transcripts are acceptable at the time of application; however, copies of diplomas are not accepted in lieu of transcripts.

Special Notes:

Please note: A confirmation number will be assigned when your application packet indicates the supplemental questions have been answered and a document has been attached to each required link. Assistance with the online application process is available through the Office of Human Resources at 1100 N. Grand Avenue, Walnut, CA 91789-1399. Human Resources: (909) 274-4225. E-mail:

TRAVEL POLICY: Costs associated with travel in excess of 150 miles one way from residence for the purpose of an interview will be reimbursed up to $500 maximum. Relocation costs will be borne by the successful candidate. Travel reimbursement claims must be submitted no later than 30 days following the interview date.


Foreign Transcripts:

Foreign Transcripts: Transcripts issued outside the United States require a course-by-course analysis with an equivalency statement from a certified transcript evaluation service verifying the degree equivalency to that of an accredited institution within the USA. This report must be attached with the application and submitted by the filing deadline.


Human Resources at 1100 N. Grand Avenue, Walnut, CA 91789-1399. Human Resources: (909) 274-4225. E-mail:

Selection Procedure:
A committee will evaluate applications, taking into account breadth and depth of relevant education, training, experience, skills, knowledge, and abilities. The screening committee reserves the right to limit the number of interviews granted. Meeting the minimum qualifications for a position does not assure the applicant of an interview. Interviews may include a writing sample, committee presentation, and/or performance test. The committee will recommend finalists to the President/CEO and/or his designee for a second interview. The number of vacancies is dependent on student enrollment, College resources, needs, and Board of Trustees’ approval. The start date will follow Board approval and receipt of live scan clearance.

Special Instructions to Applicants:

To be guaranteed consideration, it is the applicant’s responsibility to ensure that all required materials are received before the initial screening date and time indicated on the job posting. Incomplete application packets will not be considered. All application materials will become College property, will not be returned, and will not be copied. Please visit our employment website at to complete and submit your application for this position.

EEO Policy:
The College is an equal opportunity employer. The policy of the College is to encourage applications from ethnic and racial minorities, women, persons with disabilities, and Vietnam-era veterans. No person shall be denied employment because of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex (gender), age, sexual orientation, or the perception that a person has one or more of these characteristics.

Conflict of Interest:
Conflict of Interest

Cancel RTF Policy:
We reserve the right to reopen, re-advertise, delay, or cancel filling this position.

To apply, visit:


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