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IT Service Point Manager - Neilson

Smith College
Smith College

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Administrative Jobs
Technology, IT Support & Training, Multimedia & Audiovisual
Employment Type
Full Time
Institution Type
Four-Year Institution

Job Details

If you have any questions about the position or our application process, reach out to us at

Information Technology ServicesJob Description

Job Summary

The Neilson IT Service Point Manager oversees and directs the ITS services provided at Neilson Library Central Service Point (CSP), a highly visible, combined IT/Library Service Point. The successful candidate will lead a team of student workers in the delivery of a range of IT services and will have primary responsibility in creating an environment that supports excellent service delivery and a welcoming and supportive user experience.The Neilson IT Service Point Manager also serves as primary liaison with other areas of ITS on issues that impact the patron experience and service delivery at the CSP.

Take appropriate actions to support a diverse workforce and participate in the College's efforts to create a respectful, inclusive, and welcoming work environment.

Essential Functions

Oversight of IT Support at Neilson Service Point

  • Direct the day to day delivery of ITS services and technology-related support at the Neilson Service Point. Assist in developing and implementing policies and procedures.

  • Guide ITS service point personnel in the handling of IT CSP service requests and provide direct support to end users.

  • Manage service requests/tickets to ensure accurate and prompt resolution. Monitor completed and open tickets to ensure they are properly resolved. Act as a triage and escalate requests to other ITS teams as appropriate.

Supervision of Student Staff

Responsible for hiring, training, scheduling and supervising ITS student staffin alignment with the service vision for the Neilson Service Point. Maintaining a strong student workforce will include the following:

  • Build and maintain a training program to include resources, tools, and a methodology for assessing and developing student competencies related to ITS and CSP support processes and procedures, customer service skills and technology.

  • Implement repeatable, consistent work and project plans for students. Work should contribute to the overall quality, expansion and improvement of ITS services, while complementing library services.

  • Using scheduling tools, assign and update shifts so there is appropriate coverage at the CSP desk, with students’ shifts calibrated to their skill and experience level.Ensure there is appropriate supervision of students, either in person or on call.

  • Provide timely communication of student missed shifts and other ITS CSP scheduling modifications. Arrange for substitute coverage. Communicate information and tasks to impacted staff on duty and ensure comparable substitute coverage is arranged.

Equipment Loan Program

  • Provide direct end user support for basic operations of loan equipment as needed.

  • Oversee a pool of digital media and computing equipment for loan. In partnership with the ITS CSP Assistant, define and enforce processes and practices for maintaining, loaning and returning equipment, as well as tracking late equipment, are followed.

  • Oversee quarterly and annual inventory activities.

  • Collaborate with the Learning and Research and ITS teams to evaluate and recommend technology and media equipment appropriate to support digital pedagogy

  • In partnership with the ITS CSP Assistant, advise on the disposition and replacement cycle of equipment and accessories.

Other Functions

Coordination and Planning

  • Proactively plan for significant events and milestones throughout the year. Implement support plans that consider hiring and scheduling needs particular to the period of time.

  • Coordinate service delivery and maintain connection with other service delivery areas in Neilson.

  • Participate in ITS and Library services delivery teams and coordinate with other service areas in the Library and ITS.

  • Perform other duties within the ITS User Support Team and ITS, as appropriate, including continuous improvement of customer service.

  • Attend classes and conferences to remain informed about changes in technology and resources, which could assist the Help Desk in supporting the needs of the college.

  • All employees are expected to participate in the College's efforts to create a respectful, inclusive, and welcoming work environment.

Minimum Qualifications (knowledge, skills, education, experience, certifications, licenses)

  • Associate's Degree, required and preferably in a media production or technology-related field.

  • 5+ years of experience in a service-oriented role.

  • 2+ years of experience with supervising a team of 6 or more student or part-time workers (or 2+ FTEs), including hiring, training, and scheduling.

  • Practical experience providing technology support and/or digital media support.

  • Familiarity with Apple and/or Windows computers and settings.

Preferred Qualifications

  • Bachelor’s degree strongly preferred.

  • At least 2 years of experience in a role with oversight or programmatic responsibility for customer service delivery.

  • Direct management experience.

  • Practical experience providing end user desktop/client support (hardware/software) and strong troubleshooting skills.

  • Knowledgeable in the use and operation of digital media equipment (cameras, digital video cameras, audio recording devices.

  • Experience working in a library or in a higher education setting.

  • Experience working with individuals from diverse backgrounds.


  • Excellent written and oral communication skills.

  • Ability to provide end user support and troubleshooting on a variety of technology topics. Excellent computer and training skills with a strong aptitude to learn new technologies quickly.

  • Strong customer service orientation. Ability to exercise discretion and sound judgment in a customer service setting and maintain confidentiality.

  • Strong attention to detail and accuracy.

  • Ability to manage multiple tasks simultaneously and work effectively on multiple concurrent projects following project management best practices.

  • Demonstrated ability to partner with diverse teams and constituencies across campus and to work effectively with end users of varying technical knowledge to deliver solutions.

Additional Information

Although this position will typically operate under the College’s regular business hours, the manager may need to occasionally shift hours to cover extended service point hours, including evenings or weekends. Additionally, the manager is a part of a team of rotating staff who are on-call to remotely support student workers during evening and weekend shifts.

Successful ITS managers and directors are known for leading teams that demonstrate effective project and service delivery, consistent adoption of new and emerging organizational practices, effective collaboration and communication across organizational boundaries, and timely and effective follow through. They are known for dedicated pursuit of successful IT outcomes for our campus communities and for leading their teams to get the right work done well.

All successful ITS staff are known for effectively applied expertise, thoughtful attention to detail, timely and appropriately calibrated follow-up, proactive and constructive problem-solving, openness to new approaches, and for building effective partnerships and trust within ITS, across the College and (where relevant) with external partners.

Please attach BOTH a current resume and a cover letter in order for your application to be considered for this position . Be sure you have provided all attachments before submitting your application. You will NOT be able to attach additional files after you have hit the Submit button.

Review of applications will begin

January 16, 2023

Compensation Grade:

Grade K Exempt

Position Type:


About Smith College

Located in Northampton, MA, Smith College is one of the largest women’s colleges in the country and is dedicated to excellence in teaching and research across the liberal arts. A faculty of outstanding scholars interact with students in small classes, as advisors, and through student-faculty research projects. The College is a member of the Five College Consortium with Amherst, Hampshire and Mt. Holyoke Colleges, and the University of Massachusetts Amherst. Students cross-enroll and faculty cross-teach across the Five Colleges.

Consistent with the Americans with Disabilities Act (ADA) and Massachusetts General Law, Chapter 151B, it is the policy of Smith College to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please contact our recruiting team at

Diversity and a culture of inclusion among students, staff, faculty, and administration are crucial to the mission and values of Smith College. We are an Affirmative Action/Equal Opportunity employer and do not discriminate on the basis of race, gender, age, color, religions, national origin, disability, sexual orientation, gender identity and expression or veteran status in the recruitment and employment of faculty and staff, and the operation of any of its programs and activities, as specified by all applicable laws and regulations. Women, minorities, veterans and individuals with disabilities are encouraged to apply.


Working at Smith College 

Founded in 1871, Smith College is the nation's largest liberal arts college for women. The reputation of the College as one of the finest in the country holds strong because of the dedicated work of our staff, faculty, and administration. We are a diverse group bringing to our community different talents, perspectives, and experiences. Our strength arises from this diversity and is sustained by a community value of providing an outstanding educational environment for our nearly 2,700 students. Smith College is located in Northampton, a lively town of 30,000 in the Connecticut River valley of western Massachusetts.

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