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Inside Higher Ed · 4 weeks ago

Manager of User Support - CICS IT (Hybrid Opportunity)

Amherst, MA

Full-time

Hybrid

Mid, Senior Level

4+ years exp

Inside Higher Ed is a leading source for news and information about higher education. The Manager of User Support oversees a team providing comprehensive user support services within the Manning College of Information and Computer Sciences, ensuring efficient resolution of technical issues while maintaining high customer satisfaction.

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Responsibilities

Develops and maintains a vision of user support for the Manning College of Information and Computer Sciences (CICS)

Manages a team of technical professionals, including two Software Specialists, an Audio Visual (AV) Technician, and a small number of student workers. Provides regular guidance, senior technical computer/software expertise, coaching, and performance feedback

Develops, implements, and manages CICS IT’s online ticketing system for the user support team. Assesses and prioritizes user support requests and delegates them appropriately, ensuring timely and effective resolution of technical issues. Provides guidance on complex or unique requests/issues as needed and independently manages escalated issues or concerns

Develops and manages on-boarding and off-boarding programs and processes for faculty, staff, researchers, and graduate students. Collaborates with CICS Human Resources to coordinate orientation services, ensuring new employees and students are equipped with the necessary resources and knowledge to effectively use the computing environment

Develops and maintains user support processes, procedures, and documentation. Oversees the creation of training materials pertaining to user support troubleshooting and usage of CICS IT services

Provides technical consulting services to faculty, staff, researchers, and graduate students regarding cybersecurity and software, to support research and the administrative functions of the college

Monitors and analyzes user support trends, identifying areas for improvement and implementing proactive measures to enhance user experience

Collaborates with other members of CICS IT to develop, plan, and implement system upgrades, enhancements, and deployments

Develops and manages end-point device security programs for the college and collaborates with the Unix team on overall security programs. Ensures proper security configurations and software updates and monitors for potential threats

Frequently assists with the installation of computer and AV hardware and associated furniture

Stays abreast of emerging technologies and industry best practices related to user support and research computing

Performs other duties as assigned or required to meet department, college, or university goals and objectives

May provide database usage and troubleshooting support to department administrative users

Understands responsibilities with respect to conflicts of interest and behaves in ways consistent both with law and university policy

Contributes toward creating a positive and respectful workplace defined by personal and professional competence, integrity, and collaboration. Understands and contributes to implementation of departmental and institutional goals for achieving non-discrimination and creating a respectful, inclusive environment that is supportive of diversity

Uses access to sensitive and/or not yet public university related information only in the performance of the responsibilities of position and exercises care to prevent unnecessary disclosure to others

Qualification

IT user support experienceMacWindows supportEnd-point security programsSupervising staffTechnical troubleshootingCommunication skillsIndependent initiativeSound judgmentITIL certificationCompTIA A+ certificationLinuxUnix experienceCustomer-focused positionTeam collaborationAdaptabilityConfidentiality

Required

High school diploma or equivalent and 8 years of experience in IT user support or a related technical role; or Associate's degree or equivalent and 6 years of experience in IT user support or a related technical role; or Bachelor's degree and 4 years of experience in IT user support or a related technical role; or a Master's degree or higher in Computer Science, Information Technology, or a related field and 2 years of experience in IT user support or a related technical role

Experience supporting, configuring, and managing large deployments of Mac and Windows based operating systems

Experience supervising and mentoring one or more staff members

Experience in a heavy customer-focused position involving deep technical knowledge of the organization's software services

Experience creating and implementing end-point security programs across a large enterprise

Excellent technical troubleshooting and problem-solving skills

Ability to accept constructive feedback regarding customer experiences with IT services

Strong oral and written communication skills. Ability to explain technical jargon to a non-technical audience, use tact, and maintain protection of private and secured information

Ability to work both independently and to be part of an effective team with a highly cooperative and collaborative work style. Strong interpersonal and open communication skills with the ability to interact effectively and create and maintain harmonious relationships with a diverse population of staff, faculty, students, and off-campus constituents

Independent initiative. Must have the ability to stay on task and work productively with a minimal amount of supervision or guidance

Willingness to take on a variety of tasks related to the successful operation of the college's IT group and CICS. The ability to adapt and work effectively as the college grows and evolves, demonstrating flexibility and openness to new technologies and approaches to user support

Ability to work effectively and collegially under pressure

Ability to exercise sound judgment and integrity and maintain confidentiality