Manager of IT Support Services

$66,038 - $66,038/Yr

Unclassified - Omaha, NE

Part-time - Mid Level

Omaha, NE

About the position

The Manager of IT Support Services provides leadership, management, and strategic direction for technology use across the College. This role involves overseeing the IT Support, Help Desk, and Apple support staff, ensuring that all technology-enabled classrooms and administrative areas function effectively. The manager collaborates closely with Academic and Campus Deans, faculty, and staff to address technology-related issues and maintain high-quality service for faculty, staff, and students. Additionally, the manager works with Network Server Analysts to resolve complex technology problems and communicates technology-related matters within the College community. Key responsibilities include scheduling and maintaining staffing for the IT Support and Help Desk teams, coaching and managing employees with diverse IT skills, and conducting annual evaluations. The manager also plays a crucial role in the annual IT budget process, monitors expenditures, and ensures compliance with fiscal obligations. Documenting workflows for internal IT and customer service processes is essential, as is providing managerial support and training to ITS staff. The manager assists upper management with contract negotiations and analyzes monthly performance reports to evaluate team effectiveness. The position requires planning, coordinating, and monitoring project progress, participating in cross-training with other College units, and promoting the rollout of new software packages. The manager contributes to the College's technology life cycle plan and ensures compliance with software licensing and hardware installation guidelines. Continuous research and education in the field are vital, as is collaboration with other ITS members and the College community. The manager is also responsible for on-call assistance and ensuring staff coverage for Help Desk operations across campus locations. This role includes developing procedures to communicate College standards and leading recruitment and hiring processes for IT staff.

Responsibilities

• Schedules and maintains staffing for the IT Support, Help Desk, and Apple Support Staff.
• Coaches, counsels, and manages employees with a diverse skill set in Information Technologies.
• Conducts annual evaluations of subordinate full-/part-time regular staff.
• Provides input to the annual IT budget process and monitors expenditures from assigned cost centers.
• Documents workflow for internal IT and customer services processes.
• Provides managerial level support and training to ITS Staff by answering complex questions.
• Assists upper management with contract negotiations for union staff as needed.
• Analyzes monthly reports to evaluate individual and overall team performance.
• Provides input on proposed articles for internal publications.
• Plans, coordinates, and monitors project progress and workflow with other College offices.
• Participates in cross-training with other College units to broaden support scope and technical skills.
• Promotes and implements rollouts of new software packages for College-wide use.
• Provides input critical to the success of the College technology life cycle plan.
• Ensures compliance with software licensing and hardware installation guidelines.
• Participates in a continuing program of research and personal education in the field.
• Works as a productive team member with other members of ITS and the MCC community.
• Wears a cell phone during work and personal time for on-call assistance.
• Works with counterparts at other campus locations to ensure staff coverage for Help Desk operations.
• Assists in developing procedures to ensure College standards are communicated.
• Lends guidance, leadership, recommendation, and consultation to College staff members regarding MCC software/hardware usage.
• Chairs recruitment/hiring screening committees.
• Consistently and dependably attends work, activities, and functions as scheduled.

Requirements

• Bachelor's Degree in the information technology field.
• Five (5) years of experience in management of technology.
• Equivalent combination of education and/or work experience considered.

Nice-to-haves

• National Certifications in Technology preferred (e.g., HDI, ITIL, Microsoft).

Benefits

• Health insurance coverage
• Dental insurance coverage
• Life insurance coverage
• 401k retirement savings plan
• Paid holidays
• Flexible scheduling options
• Professional development opportunities
• Tuition reimbursement for further education