IT Manager, Support Services

Job Summary

Provides leadership and direction for the College's IT Support Services (IT SS) program both strategically and operationally; acts as service process expert in both desktop hardware and software as well as desktop operations management; manages and supports the day-to-day IT SS help desk operations and service tickets as well as supervision and training of IT SS staff; manages IT SS projects from inception through scope;

supports computer, imaging, and peripherals for District; analyzes and reports IT SS performance to metrics; ensures staff and students are offered applicable and effective computer technology solutions; manages all aspects of IT support throughout the Pinal County District; and has responsibility for hiring, managing, and training of District IT SS staff.

Responsibilities

* Responsible for leadership and the strategic and tactical operation of the IT support services team throughout the Pinal County District, as well as the functional operation of the IT Help Desk. Plans computer-related hardware and software projects and tactical operations, defines and approves enterprise processes as they fold into the larger IT operations; performs root cause analysis and has responsibility for computer and technical device support across the organization.

* Manages, mentors, hires, trains, and supervises IT Support Services (IT SS) personnel to foster teamwork and maintain effective operations. Responsibilities include staff training, delegation of work assignments, performance evaluations, disciplinary actions, and ongoing mentoring. Coordinates with multiple departments, staff, and external partners to support the continuous operation and improvement of the CAC desktop environment, and ensures that equipment, practices, staffing, and customer support remain current through periodic visits to campuses and centers.

* Oversees, plans, and monitors computer utilization, hardware lifecycle, and support in multiple areas including Computer desktop/Laptop systems, user software (M365, Adobe, etc.) and asset management; oversees, supports, directs, establishes and maintains relationships in support of College needs in the area of computers and professional services; develops, implements, and maintains procedures, and associated training plans to support College computing utilization; and communicates, coordinates, and builds strong partnerships with College entities at all levels in order to meet goals and to implement solutions, establish priorities and timelines, and deliver services utilizing industry best practices (ITIL).

* Serves as the service process expert for enterprise IT Support Services (IT SS), including hardware repair and upgrade best practices aligned with A+ standards. Demonstrates a strong understanding of Power Shell scripting; enterprise imaging and remote desktop management tools; desktop security best practices;
Outlook and Teams communications; customer service best practices; ITIL and project management (PMI); classroom AV and AVoIP systems (Netgear AVoIP Level
2); LMS functionality (Blackboard); ERP system operations (Anthology); and CAC internal processes, policies, and proprietary systems.

* Serves as project manager for District projects related to IT Support Services (IT SS), overseeing initiatives from inception through completion using best practices and interdisciplinary standards. Identifies requirements, determines the most effective methodology, and seeks the best outcomes for the District while controlling change and minimizing risk. Collaborates with colleagues across College locations, ensures adherence to procedures, standards, and guidelines, assesses the technical skill sets of IT SS technologists, recommends appropriate training to address gaps, conducts training as needed, and provides input to the Director of IT Support & Learning Technology regarding team performance.

* Monitors the ticketing process and assigns or reassigns tickets as needed. Sets ticket remediation priorities under the guidance of the Director of IT Support & Learning Technology and ensures team performance meets or exceeds service excellence goals.

* De-escalates conflict with end users by addressing concerns promptly, clarifying issues, and facilitating constructive resolution of service-related problems. Advises and supports team members in managing points of conflict within the support services team and IT as a whole, promotes professional communication and collaboration, and helps maintain a positive, customer-focused work environment. Serves as a point of escalation to IT Leadership for complex, sensitive, or recurring issues, providing relevant context, recommended next steps, and follow-through to ensure appropriate resolution.

* Performs needs assessment; recommends or develops site computer plans, systems improvements; defines and develops related end-user training requirements and materials; prepares related documentation as required; assesses potential strategic software;…