Technical Support Manager

The Technology Support Manager reports directly to the Chief Information, Strategy & Innovation Officer and executes and leads the coordination of College-wide technical support for faculty, staff, classrooms and audio/visual technologies. The Technical Support Manager is responsible for ensuring world-class support of our IT desktop and mobile hardware and software infrastructure. The Technology Support Manager is responsible for day-to-day operations of the service desk function utilizing automated tools for imaging, patching and deployment and managing a team of student workers. The position requires active hands on technical work, supervision of staff, and administrative duties. The Technical Support Manager must be able to work independently and collaboratively with people from widely varied and diverse backgrounds in a pleasant and effective manner. Duties include:
• Provide leadership for the day-to-day operations of user support in the areas of desktop, mobile device and audio/visual technologies
• Track service and support calls utilizing the central ticketing system and ensure that the system is properly maintained and requests are effectively resolved; ensure that processes are efficient and user friendly
• Ensure appropriate service levels are established and met as defined by the CISIO
• Produce management reports and metrics for service functions to determine effectiveness and provide opportunities for improvement and professional growth
• Serve as technical lead on all desktop, classroom and A/V equipment at the college
• Provide remote and in-person support for technical issues
• Provide and coordinates A/V support at college events
• Provide and coordinate training for faculty, staff and students on campus technology
• Establish user-friendly documentation for common software and technical procedures in use at the college and make it readily accessible
• In collaboration with other IT staff, effectively plan and execute on:

o the deployment of operating system (O/S) images and patches

o the distribution of software and required updates

o the development and maintenance of an inventory of devices at the College
o research, recommendations and implementation of desktop and mobile device configurations

• Hire, train, schedule, supervise and develop student workers
• Ensure that direct reports (including student workers) have clear expectations set; receive frequent and constructive feedback; and have the necessary knowledge skills and abilities to perform duties.
• Address and document performance issues as needed

• Considerable experience in a lead technical support role for an organization of larger than 50 employees
• Demonstrated experience as a supervisor with Increasing levels of responsibility
• Demonstrated experience supporting various technologies including Windows, Windows Server and Mac operating systems, Microsoft Office Suite, Office 365, SharePoint and virtual environments

• Bachelor’s Degree or equivalent in a relevant discipline
• CompTIA A+, Network+, Microsoft Certified Professional, HDI Desktop Support Technician or other relevant certifications
• Demonstrated experience supporting audio/visual technologies and other presentation media

It is the practice of Richard Bland College to conduct in-depth background checks on all candidates identified as a finalist for employment. The investigation may include: local agency checks; criminal record check, driving record; employment verification; verification of education; and other checks requested by the hiring authority related to the position. Successful results are a condition of employment.

Qualifications must be clearly addressed on the State application or resume. Richard Bland College of William and Mary is part of the state university system of the Commonwealth of Virginia.

RICHARD BLAND COLLEGE IS AN AA/EEO EMPLOYER – RBC does not discriminate on the basis of race, color, national origin, sex, disability, or age in its programs and activities. Women, minorities, and those with disabilities are encouraged to apply.
In compliance with the Americans with Disabilities act (ADA and ADAAA), RBC will provide, if requested, reasonable accommodation to applicants in need of access to the application, interviewing and selection processes.