Technology Services Office Manager

Job Responsibilities
Reporting to the Service Desk Manager, the Technology Services Office Manager oversees the creation of identification cards and computer accounts, provides direct interactions with customers and manages the day-to-day operations of the Technology Services Office.

• Supervises a team of student assistants responsible for the daily operations of the office.
• Recruits, trains, schedules, mentors and evaluates student employees.
• Serves as the primary escalation point for complex issues and customer concerns.
• Oversees the creation and assignment of university identification cards and computer accounts, troubleshoots credentialing system issues and ensures the accurate maintenance, storage and retention of request forms and other documentation.
• Provides frontline technical support to students, faculty and staff by responding to inquiries and resolving issues related to personally owned computer hardware and software.
• Communicates through multiple media such as phone, email, Microsoft Teams and in-person interactions.
• Utilizes established troubleshooting methodologies to analyze, diagnose and resolve technical problems.
• Recommends preventative measures and best practices to minimize future issues.
• Completes assigned service requests in a timely manner, ensuring accurate documentation and effective resolution of customer issues.
• Monitors and administers the university’s cybersecurity awareness training program.
• Assigns required training through the designated cloud-based learning platform.
• Tracks completion rates and ensures compliance with established policies and deadlines.
• Implements follow-up procedures for overdue training.

• High School diploma and two years of relevant work experience, or an associate’s degree or bachelor’s degree in a computer-related field.
• Excellent customer-focused service skills.
• Effective interpersonal skills and the ability to establish and maintain effective working relationships with administrators, faculty, staff and students.
• Effective decision-making skills and the ability to work independently.
• Ability to communicate effectively both verbally and in writing while maintaining strict confidentiality.
• Ability to create and maintain production schedules.

• Proficiency with common office application software.
• Customer service experience.
• Team lead or supervisory experience.

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Telecommuting:
Employees are not eligible for telecommuting/remote work during their 12-month probationary period. After that time, certain positions may be eligible for telecommuting/remote work at the discretion of the supervisor and in accordance with Winthrop policies.

The state of South Carolina offers eligible employees generous benefits, including health and dental insurance; retirement and savings plan options; and paid vacation and sick leave. Plus, work-life balance programs such as telecommuting and flexible work schedules are available to employees of some state agencies.

Eligible employees may enroll in health insurance, which includes prescription coverage and wellness benefits. Other available insurance benefits include dental, vision, term life insurance, long term disability and flexible spending accounts for health and child care expenses.

State employees are also offered retirement plan options, including defined benefit and defined contribution plans. Additionally, eligible employees may elect to participate in the South Carolina Deferred Compensation Program, which is a voluntary, supplemental retirement savings plan offering 401(k) and 457 plan options.

State employees may also be eligible for other benefits, including tuition assistance; holiday, annual and sick leave; and discounts on purchases, travel and more.

The benefits above are available to most state employees, with the exception of those in temporary positions. Employees in temporary grant and time-limited positions may be eligible for all, some or none of these benefits as benefits are associated with each position type. For these positions, contact the hiring agency to determine what benefits may be available.