Manager of Technology Service and Support

Employee Benefits MICDS offers employees a competitive salary and comprehensive benefits plan, including a generous 403(b) retirement plan where the School contributes 8% of salary with an employee’s 3% contribution; medical, dental and vision insurance; flexible spending accounts and long term care insurance; life insurance and short-term and long-term disability insurances; tuition benefit; paid leaves; access to a fitness center; and free lunch. Job Summary The Manager of Technology Service and Support leads the MICDS community in the use of end-user and client devices and technologies and assumes the primary responsibility of the day-to‑day operations of the Technology Department service desk(s). Models and insists on a positive, accessible, helpful technology support environment for all MICDS constituents. Essential Functions Manages overall IT and A/V day-to-day operations, including supervision of the service desk and A/V technicians. Under the guidance of the Director of Technology, establishes IT standards, procedures, and policies to ensure consistency and reliability. Coordinates and manages the computer imaging and summer refresh processes. Manages equipment requests and device loans. Coordinates and manages end‑user and classroom equipment life cycle review, installation, deployment, decommissioning, replacement, and donation. Collaborates with the Data Team and Network support in implementing cloud/on‑premise systems integration. Collaborates with the Director of Technology in establishing metrics, key performance indicators, and service level agreements for driving the performance of IT operations. Assists the Director of Technology in reviewing, prioritizing, and approving annual IT‑related initiatives. Reviews, evaluates, tests, and recommends solutions for hardware and software acquisitions. Produces training materials and provides individual and/or group instruction and training to students, faculty, and staff on computer technologies, as appropriate. Maintains a broad knowledge of state‑of‑the‑art educational and institutional technologies, equipment, and systems. Participates in professional development activities as appropriate. Maintains a high standard of student, faculty, and staff service in dealing with and responding to end‑user questions and requests. Maintains applicable records including service requests, asset tracking, user lists, user accounts, security, and equipment inventory. Trains and directs student employees or interns as appropriate. In coordination with the Director of Enrollment Management, the Director of Human Resources, and other staff leaders, facilitates student and faculty onboarding and off‑boarding. Engages in other projects and responsibilities at the School’s discretion. Job Requirements and Qualifications Bachelor’s degree or equivalent experience in computer engineering, information systems, or directly related fields is required. Five years of service desk experience, and supervisory experience desired. Knowledge of network and computer hardware, including Macintosh and PC. Strong application support experience with Microsoft Windows, Mac OS, and web‑based applications. Ability to communicate effectively, both orally and in writing, to end users with differing maturities and skill levels. Ability to prioritize and follow up on multiple tasks and meet assigned deadlines. Ability to work and succeed in a multi‑cultural and collaborative work environment. Goals and results‑oriented with a high level of initiative, dependability, and self‑motivation. Functions equally well independently or as a central figure on a multifunctional team. Knowledge of computer security procedures and protocol. Ability to analyze complex computer problems and provide solutions. Ability to investigate and analyze information and draw conclusions. Willingness to work additional hours during peak periods, occasional evenings and weekends as needed. Other Information A criminal history and background check is required and must be successfully completed. Generally works in standard office conditions and climate. May work at a desk and computer for extended periods of time. Exposed to visual display terminal for prolonged periods. Dexterity and precision required in the operation of a computer. Light physical activity. Work may involve lifting and transporting equipment across campus. Ability to rapidly report to any point on campus and meet frequently with a variety of school personnel. Work environment involves minimal exposure to hazards or physical risks but requires following basic safety guidelines and rules. Flexibility to include some evening and weekend work. EOE. #J-18808-Ljbffr ROME GROUP