SUMMARY: Provides technical management, guidance and support to users and technical staff on a wide variety of technology issues.  Directly supervises full and part-time technicians and student workers.  Oversees day-to-day customer support, problem analysis and resolution, user training on various technology systems and applications used at the University. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Oversees and coordinates daily user support activities, ensuring timely and accurate resolution of problems and concerns.
2. Analyzes and resolves problems on complex computer applications and systems for faculty and staff across all University departments; provides a wide range of in-depth technical assistance to support staff.  Provides integrated hardware and network support; troubleshoots and resolves complex and involved system hardware, software and networking communications failures and conflicts; maintains high customer service standards when responding to customer issues and questions.
3. Responsible for interviewing, training, evaluation, coaching, professional development, and oversight of full and part-time technicians and student workers.
4. Provides individual and/or group instruction and training on computer technologies to faculty/staff/students across all University departments. 
5. Provides information, resolves problems, and trains customers on products and services, ensuring customer satisfaction. 
6. Maintains user manuals, handbooks, and related documentation as appropriate.
7. Manages resources to promptly and cost-effectively capture, track and resolve all requests with a strong focus on communicating current status to customers. 
8. Oversees and coordinates the implementation of projects and work requests involving installation, repair, and upgrade of technology hardware and/or software.
9. Identifies and analyzes support trends and make recommendations to address these trends.  Provides integrated computer technical support for research and development initiatives and new technologies.  Analyzes user proposals, identifies proposal enhancements, recommends optimum approach and develops implementation plans; guides users in the formulation of technical and information requirements and advises on the implications of alternative technologies.
10. Establish and maintain administrative policies and technical procedures.  Recommends, implements, and administers methods and procedures to enhance operations.
11. Monitor and assign priorities to customer requests based on impact to the organizational mission and operations.
12. Coordinate with other staff for resolution of complex issues including work schedules.
13. Keep management and customers informed of all technical issues that adversely impact key business systems or processes.
14. Operate and maintain the customer support services software, used to track customer support services requests.
15. Monitor, record and report on customer satisfaction levels with service provided by the customer support team.  Generate customer support software reports.  Reviews, priorities and processes problem reports; documents the progress of projects.
16. Serves as a senior project member on technology projects of large scope and broad organizational impact, directing and integrating the work of other staff.
17. Reviews, evaluates and recommends solutions for hardware and software acquisitions. 
18. Maintains a broad knowledge of state-of-the-art computer technology, equipment and systems; participates in professional development activities as appropriate. 
19. Coordinates equipment inventory, tracking, and receiving as needed.
20. Stay abreast of latest technologies and trends in order to improve access to information and services.

SUPERVISORY RESPONSIBILITIES: Directly supervises full and part time Technicians and student workers.  Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employee; addressing complaints and resolving problems.

OTHER SKILLS AND ABILITIES: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Ability to analyze, prioritize and achieve measurable goals within designated resource constraints in a fast-paced, demanding environment. 
• Ability to simultaneously coordinate and complete multiple projects. 
• Strong interpersonal and teamwork skills and the ability to work effectively with a diverse faculty, staff and student body.
• Ability to communicate effectively both orally and in writing, and to present information effectively to groups.
• Ability to deliver a high-level of customer service and a strong knowledge of customer service standards and procedures
• Knowledge of personal computer hardware, software, peripherals and networks. 
• Ability to build and develop a customer oriented, positive team environment in accordance with CBU goals.

EDUCATION and/or EXPERIENCE:  Bachelor’s degree required.  Three to five years’ experience that is directly related to the duties and responsibilities specified.  Two years of supervision experience, preferably in a technical support environment.  Experience in a Microsoft environment desired.  Experience with Macintosh operating systems and applications desired.