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Manager of Technology Support

Employer
Oklahoma State University-Oklahoma City
Location
900 N. Portland Ave, Oklahoma City, OK 73107 USA

Job Details

Position Details

Req ID:

req12079

Position Title:

Manager of Technology Support

Position Type:

Staff Full-Time

Position Number:

FS9975

OSU Campus:

Oklahoma City

Department:

User Support & Training Services

Location Address:

900 N. Portland Ave, Oklahoma City, OK 73107 USA

Hiring Supervisor:

Tom Hickey

Hiring Range:
(Contingent upon available funding):

19.08 - 19.08, Hourly

Work Schedule:

Varies, may include some evenings and weekends

Faculty Appt Period:

Job Summary:

Job Summary:
The Manager ofTechnology Support is responsible foroverseeing the operations of the Technology Support Center. Provides leadership for the effectivetracking, planning, and resolution of user needs through active management andescalation processes. Develops and implements end user technology training foruniversity employees and students. Providesleadership in the development and implementation of strategic initiatives andprocess for university stakeholders. Proactivelymanages university technology resources, identifies and resolves impedimentsinfluencing operations, creates and sustains relationships with internal andexternal partners, and ensures that the employees of the Technology Support Center possessnecessary knowledge and skills to provide excellent customer service.
Oversees the technology support knowledge and ticket systemworkflow, ensuring that technical issues and requests are documented, routedand solved within 24 hours or escalated to ensure timely resolution. In cooperation with department leadership andco-workers and staff, assists with planning and support to the overallresearch, design, and installation of instructional technologies.

Essential Job Functions:

    Works closely with university departments and personnel to determine, assist and provide timely and accurate system resolutions.
    Establishes active project management, implementation and resolution schedules and improving methods for providing excellence in technology support services.
    Manages help desk tools to effectively provide workflow and knowledgebase.
    Identifies resource needs by performing necessary research to develop enhancement and expansion strategies; reviews need with appropriate management; allocates resources accordingly.
    Compiles and reports statistics, conducts daily meetings and maintains records/logs on assistance requests, outages, projects, and trends to ensure continuous improvement.
    Manages escalations to achieve effective resolution.
    Provides daily oversight, training, scheduling, evaluation and motivation of Technology Support Center staff.
    Manages projects and tasks on budget and on schedule, coordinating multiple projects and initiatives on time and on budget.
    Remains informed on technologies and methods and develops relationships with faculty, staff and students to ensure campus resources are utilized effectively through professional development and training opportunities.
    Proactively seeks and attends professional development opportunities offered both within and outside the university.
    Develops and maintains appropriate internship opportunities for OSU-OKC students.
    Develops and maintains positive working relationships with the OSU-System personnel, community partners, and other OSU A&M universities.
    Provides oversight for the OSU-OKC Helpdesk ticketing system.
    Completes all mandatory training and participates in a minimum of two professional developments each year.
    Performs other duties as assigned.
The duties listed in this jobdescription are intended only as illustrations of the various types of workthat may be performed. The omission of specific statements of duties does notexclude them from the position if the work is similar, related, or a logicalassignment to the position.

Special Instructions to Applicants

Resume and cover letter are required for full consideration.Official transcripts will be required upon hire.Copies of all current Certifications will be required upon hire

Education & Experience

Position Qualifications:

Minimum Qualifications:

Education:
Associates degreein management information systems, computer science or closely relatedfield. Relevant work experience orapplicable certificates may substitute for formal education.

Work Experience:

  • 3-5 years of experience in supervising technology support or help desk operations.
  • 3-5 years of experience as a manager/supervisor of small to medium sized enterprise technology support teams.
  • 2 years of experience with instructional technology equipment and complex learning environments.

Knowledge, Skills, and Abilities:

    Knowledgeable on current desktop, network, telephonic, infrastructure systems, desktop operating systems, productivity applications and instructional technologies.
    Review, develop, test and improve customer service measures, training and outcomes.
    Experienced in project management, conducting daily and weekly planning and operational meetings to ensure customer service metrics.
    Ability to handle multiple tasks and prioritize effectively with high degree of accuracy and attention to detail.
    Ability to communicate diplomatically, clearly and effectively, both verbally and in writing to exchange information, give/receive instructions and respond to inquiries appropriately.
    Strong interpersonal skills and sensitivity to a multicultural environment in an effort to work and communicate effectively with all students, faculty, staff and community partners.
    High degree of initiative to work independently and also collaborate in a team environment.
    Demonstrated knowledge of office technologies including but not limited to: office computers, fax machines, scanners, internet, Microsoft Office (Word, Excel, Access, PowerPoint, Outlook).
    Ability to develop current and long term plans to manage multiple competing projects and priorities.
    Experience in directing and managing teams and stakeholders to ensure success of multiple competing projects/tasks.
    Knowledgeable in budgeting, purchasing, inventory control.
    Passion for assisting customers and representing the OSU-OKC and OSU brand with positivity and professionalism.
    Demonstrated history of ethical and professional behavior.
Preferred Qualifications:

    3 years of experience as a help desk team lead or supervisor.
    Bachelor’s degree in management information systems, computer science, business, or closely related field.
    Previous experience in a university/higher education environment.
    Excellent communication skills with proven customer service experience.
    Microsoft or related technology certifications.
Working Conditions:

    Must be able to work flexible hours to include some nights and weekends.
    Work will be performed in an office environment with a significant amount of public contact, in person, by telephone, via email, and various communication platforms.
Physical Requirements:

    Duties require extended periods of sitting, talking and listening.
    Duties require extensive use of computers, telephone and other office equipment.
    Requires possible lifting of up to 25 lbs. (If an object weights more than 45 lbs., OSU-Oklahoma City requires this to be a two-person lift).
    Requires proper handling of computers, components and technology equipment, use of both hands in repetitive actions, simple grasping, and fine manipulation.
The work environment andphysical demands described here are representative of those required by anemployee to perform the essential functions of this job with or withoutreasonable accommodations.

#ZR

Oklahoma State University (OSU) strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, OSU conducts pre-employment background checks on final candidates. Offers of employment are contingent upon the successful completion of a background check. The type of background check conducted varies by position and can include, but is not limited to, criminal (felony and misdemeanor) history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will be conducted when required by law or contract and when, in the discretion of the university, it is reasonable and prudent to do so.

Oklahoma State University, as an equal opportunity employer, complies with all applicable federal and state laws regarding non-discrimination and affirmative action. Oklahoma State University is committed to a policy of equal opportunity for all individuals and does not discriminate based on race, religion, age, sex, color, national origin, marital status, sexual orientation, gender identity/expression, disability, or veteran status with regard to employment, educational programs and activities, and/or admissions. For more information, visit eeo.okstate.edu.



Organization

Oklahoma State University is a modern land-grant system that prepares students for success. Orange is the Answer. Through leadership and service, OSU improves the lives of people in Oklahoma, the nation and the world. OSU has more than 35,000 students across its five-campus system with students from all 50 states and around 120 nations. Established in 1890, OSU has graduated more than 264,000 students to serve the state of Oklahoma, the nation and the world. 
 

Oklahoma State University-Oklahoma City (OSU-OKC) is part of the modern land-grant system of Oklahoma State University. OSU-OKC is a two-year public institution, offering more than 50 degrees and certificate options. Through quality education, a supportive environment, leadership training and service opportunities, OSU-OKC trains students to work and educates them to lead. OSU-OKC graduates are found throughout the community serving as police officers, firefighters, nurses, teachers, healthcare professionals and business owners. osuokc.edu

      
Oklahoma State University is an Affirmative Action/Equal Opportunity/E-verify employer committed to diversity. All qualified applicants will receive consideration for employment and will not be discriminated against based on age, race, color, religion, sex, sexual orientation, genetic information, gender identity or expression,  national origin, disability, protected veteran status or other protected status. Oklahoma State University campuses are tobacco and vapor-free.

Company info
Telephone
405-945-3206
Location
900 N Portland
Oklahoma CIty
OK
73107
US

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