Manager, User Support Services, Customer Support

Please be advised that the college is unable to provide visa sponsorship for this position. Candidates must have authorization to work in the US without the need for employer sponsorship.

Position Information

Posting Number

Posting Number NC00893

Position Title

Position Title Manager, User Support Services, Customer Support

Division

Division Administration and Finance Division

Department Name

Department Name User Support Services

Position Type

Position Type Staff - Non Classified

Position Overview

The Manager, User Support Services, Customer Support helps students, faculty, and staff at Rhode Island College make effective use of the technology that supports learning, teaching, and daily work. Leading the IT Help Center’s staff and student assistants, this role oversees technical support, computer services, and audiovisual equipment for classrooms and campus events. The manager coordinates timely responses to technology needs, guides staff training, and plans equipment upgrades and replacements.

Through collaboration across IT and the campus community, the position improves support services and helps shape future technology investments.

Primary Purpose

The Manager of User Support Services (Customer Support), will plan and manage technology, college applications and customer support methodologies in support of business office productivity, student learning and faculty teaching tools. The individual will also manage the operation and staff of the IT Help Center for media and client technology distribution; oversee the operation of help desk technology services and customer support, and the distribution and service of client technologies, classroom media, and audio/video equipment.

• Provide leadership and supervision to the Help Center support team consisting of full‑time staff and student support. Coordinate with other areas of the Information Technology Services department as necessary.
• Plan and manage the day‑to‑day operation of the help desk and media and technology services. Manage the recruitment, scheduling, training and supervision of IT Help Center staff and student assistants.
• Plan and manage installation, repair and maintenance of desktop and mobile computers and peripherals.
• Provide strategic, budget/fiscal and technology planning for instructional support initiatives.
• Manage distribution and end‑user support of audio, video, and multimedia equipment in classrooms and during campus events.
• Oversee and schedule the systematic replacement cycle for computer hardware, peripherals and audiovisual equipment.
• Evaluate and analyze customer requirements for services.
• Maintain an accurate and up‑to‑date inventory of hardware, software, vendor warranties and licensing agreements.
• Maintain and configure application software for help desk/audiovisual services management (e.g. call center/help desk tracking system, audiovisual scheduling, system configuration, remote access, asset mangement, etc). Utilize system tools for data analysis and reporting.
• Coordinate training for Information Services staff for help desk and audiovisual system software for help desk ticketing, asset management, etc.
• Monitor the status of all help desk tickets and coordinate with other groups within Information Services to ensure that end user requests are answered and/or forwarded to an appropriate staff member.
• Provide basic end user support for supported software applications.
• Develop and maintain documentation.
• Provide distribution, consultation and troubleshooting for hardware and software problems related to computer hardware, peripherals, audio, video, videoconferencing and multimedia equipment and software.
• Participate in college…