Renton Technical Collegeposted 9 months ago
$90,000 - $100,000/Yr
Full-time • Mid Level
Hybrid • Renton, WA
Educational Services

About the position

The Technology Support Services Manager at Renton Technical College (RTC) is a full-time, exempt position that plays a crucial role in enhancing educational experiences through technology. This position reports directly to the Executive Director of College Technology Services and is responsible for providing technical expertise, leadership, administration, and supervision of the technical support services personnel. The manager ensures that the quality of technology services delivered to both administrative and instructional clients is maintained at acceptable levels. This role requires fostering effective teamwork across operational groups and supporting collaborative partnerships across the institution and with associated stakeholder communities. In this position, the manager will lead the daily operations of the IT Service Desk, ensuring that the installation, repair, maintenance, and upgrades of all technology services are handled efficiently. This includes overseeing classroom and conference room AV technologies, managing inventory and asset management for College Technology Services hardware and software resources, and coordinating the full life cycle of technology hardware and software from acquisition to surplus. The manager will also analyze the technical performance and reliability of end-user products and services against industry standards to ensure customer satisfaction, and will establish processes to identify, track, escalate, resolve, and report customer problems. The Technology Support Services Manager is expected to demonstrate multicultural competence and a commitment to equity, diversity, and inclusion, improving access and creating an educational environment that affirms these values. The position also involves serving as the IT Accessibility Coordinator and being an integral part of the cybersecurity team within the College Technology Services department. The manager will analyze the use of technology in the College's programs and departments, making recommendations for upgrades when necessary, and will analyze classroom and office space as it pertains to technology, recommending layout and managing technology-related logistics and processes.

Responsibilities

  • Provide leadership and demonstrate multicultural competence to improve access and create an educational environment that affirms a commitment to equity, diversity, and inclusion.
  • Manage day-to-day operations of technology support services, including developing and managing end-user training and education.
  • Analyze the technical performance and reliability of end-user products, systems, and services against identified industry standards to ensure customer satisfaction.
  • Analyze key performance indicators to monitor the performance levels of technology support services staff.
  • Establish processes to identify, track, escalate, resolve, and report customer problems.
  • Lead the daily operations of the IT Service Desk and provide technical expertise for installation, repair, maintenance, and upgrades of technology services.
  • Manage inventory and asset management for College Technology Services hardware and software resources.
  • Coordinate the full life cycle of technology hardware and software from acquisition to surplus.
  • Manage and maintain a suite of operational resources including service desk applications utilized by CTS for service delivery.
  • Work closely with the Infrastructure Services team to ensure the security and integrity of workstations and servers.
  • Serve as CTS representative on the college shared governance Technology Council and Accessibility Advisory Committee.
  • Serve as the IT Accessibility Coordinator and be part of the CTS department's cybersecurity team.
  • Analyze the use of technology in the College's programs and departments and make recommendations for upgrades when necessary.

Requirements

  • Associate Degree in Information Technology, Information Systems, Computer Science, Management Information Systems, Computer Engineering or a related field.
  • Three years of experience as an Information Technology Manager can be substituted for an Associate degree.
  • Four years of technical customer service experience, including hardware/software implementation/support and direct responsibility for organizing, developing, and leading the work of a team while managing projects.
  • Demonstrated track record of decision making, initiative, and collaboration within a multi-layered environment.
  • Experience utilizing automated deployment tools that configure, deploy, and maintain end-user systems in a network environment.
  • Ability to represent the college in a positive and professional manner, using tact, discretion, respect, and courtesy.
  • Demonstrated ability to promote universal design and accessibility.
  • Proficiency in producing accessible content, whether print or electronic, within 6 months of hire.
  • Excellent analytical and problem-solving skills, interpersonal, oral and written communication skills.

Nice-to-haves

  • ITIL Foundations Certification
  • Service Desk Management experience
  • Knowledge of Cybersecurity guidelines and best practices (i.e., NIST 800-53)
  • Knowledge of PCI/DSS guidelines and best practices
  • Ability to speak a regionally top spoken language other than English (Spanish, Vietnamese, Russian, Somali, Chinese)

Benefits

  • Competitive salary range of $90,000.00 to $100,000.00 annually
  • Opportunities for professional development
  • Supportive work environment that values diversity and inclusion
  • Potential for remote work depending on office coverage needs
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