Tech Support Supervisor

Job Purpose

The Tech Support Supervisor will organize and coordinate endpoint deployment and break-fix efforts by the day-to-day coaching of full-time technicians, ensuring efficient and accurate resolution of incidents and requests. Work with Customer Support Technicians to provide direct support of computers, peripheral equipment, software, and converged educational technology through the Customer Support Services Team (CSS). This includes all equipment from the network’s edge to the end user and encompasses a wide range of computer and audio/visual peripherals including, but not limited to, projectors, displays, document cameras, audio amplification and similar equipment.

The position provides operational support and incident resolution for both individual components and systems and works closely with end-users to solve both technical and operational problems.

The Tech Support Supervisor will document solutions and work closely with the Customer Services Support Team, the Service Desk, and the System Administrators to efficiently resolve issues.

The Tech Support Supervisor will coach and mentor the Customer Support Technicians to ensure that policies and procedures set by the Leadership Team are applied consistently.

• Provides excellent customer service to all Community College staff and students
• Participates in the hiring/training/developing of all Customer Support Technicians
• Conducts performance reviews for Customer Support Technicians
• Establishes target activities and manages Customer Support Technicians team daily workflow
• Acts as first point of contact for Customer Support Technicians and works closely with the Customer Service Manager
• Install, supports, and repairs College computers, peripherals, software, and educational technology equipment
• Interfaces effectively, efficiently, and professionally with end users to resolve issues related to effective use of technology
• Travels to on-campus and off-campus facilities for installation, demonstration, maintenance and repair of equipment
• Observes and reports equipment performance deficiencies
• Promotes self-service and coaches end users to use self-service when remote or desk side visit could have been avoided
• Provides on-going operational training to end-users with hands‑on training and/or writing technical support documentation for installed classroom systems.
• Provides set-up, operation, and teardown of AV support for miscellaneous college events
• Fulfills all duties and responsibilities in a Customer Support Technician position

The employee works a full-time schedule, Monday-Friday from 8:00 am-5:00 pm.

• Employee must be able to execute strong customer service skills
• Associates Degree or Certificate/Diploma in computer science or related field
• Management experience is preferred, but not required
• Computer knowledge:
  Microsoft Word, PowerPoint and Excel, MAC operating system, and Adobe Flash Media Live

• Comp TIA A+ Certification
• Info Comm CTS Certified Technology Specialist
• Three to Five years of recognized success in Desktop Support, Audio/Visual Support, or a related field
• Experience supporting Higher Education
• Valid driver’s license

• Health, Dental, and Vision insurance
• Company paid STD/LTD Insurance for employee
• Company paid Life Insurance $10,000.00 policy for employee
• Section 125 Flex Spending Account
• 401(K) Retirement Plan and 401(k) match
• Paid Time Off (Vacation, PTO and Holidays)
• Paid Volunteer Time
• Employee Assistance Program

Solutions Management Group is an Equal Opportunity Employer