User Support Operations Manager
Reporting to the Associate Director of Academic Computing & Studio Operations, the User Support Operations Manager is responsible for the management, organization and support of the computing and general use printing resources on CCA’s Main Campus and satellite locations, providing leadership for and overseeing technical staff in key areas of academic user support. The incumbent supervises User Support Specialists and student workers and must be comfortable working with a diverse population of faculty and students. A strong commitment to customer service and collaboration is essential to this position.
MANAGEMENT & ADMINISTRATION - 40%
Ensures the delivery of effective, customer service focused support and troubleshooting to students, and faculty on the use of lab desktop hardware, personal laptops, peripherals, printers, scanners, tablets and software.
Supervises the User Support staff, trains to ensure that all staff are competent in hardware and software operations, policies and procedures, and are providing professional and consistent customer service.
Works with the Associate Director and other stakeholders to plan and maintain all academic spaces where computing occurs at the college.
Responsible for planning, scheduling, and supervision related to the yearly computer lab refresh cycle.
Oversees the hiring, training, and supervision of work study students, ensuring consistent, regular, and reliable scheduling of student workers during weekdays and weekends, within the allocated budget.
Work with the Associate Director to plan and budget for departmental needs such as student staffing, consumable materials, technical accessories, equipment maintenance, and equipment refresh.
Works with the Associate Director and academic stakeholders to establish policies and procedures to ensure high quality support for all CCA constituencies. Ensures policies and procedures are enforced.
Provides needs assessment and recommendations for the configuration and setup of equipment in academic facilities.
Assists in the planning and selection of appropriate equipment, processes, and procedures to meet specific institutional goals.
Primary manager of CCA’s print accounting software and related user accounts. Collaborates with the System Administrator when appropriate.
OPERATIONS - 30%
Oversees the operation of all campus computing, general use printing resources, and software deployment to support teaching and learning.
Researches equipment and issues related to printers, peripherals, computing hardware and software.
Responsible for updating and maintaining internal and external technical support documentation.
Responsible for ensuring the accuracy of information related to computing and printing on the CCA Portal site.
Responsible for maintaining a high level of organization and cleanliness within the shared academic computing facilities.
Maintains accurate equipment inventories and e-waste records with the CIT Analyst.
Submits material orders, supplies, repairs and equipment requests for SF general use printing resources.
Will be assigned management of long-term tasks and pilot projects, based on skills, strengths, and overall team needs.
Manages the Tech Office as a clean, welcoming walk in location to access tech support services.
ACADEMIC SUPPORT - 25%
Along with the User Support Specialists, schedules and conducts lab orientations and training workshops for students and faculty.
Provides Tier 2 support (and Tier 1 support as needed) for technology resources to all students and faculty at the college
Performs advanced level troubleshooting, including problems not previously experienced in solving.
Provides professional, detailed written responses to users seeking assistance as well as to colleagues in collaborative troubleshooting.
Instructional resource; assists staff and students in use of materials and assists with technical problems for general use printing resources.
Oversees maintenance, operation, front-line user support, training and troubleshooting for students and faculty on their use of general use 2D printing and scanning devices.
Collaborates with other members of Technology Services, faculty, Studio and Program Managers to provide an information technology environment that meets the instructional needs of students and faculty.
BA/BS degree and/or equivalent work experience required.
Demonstrated ability to recruit and manage multiple staff.
Minimum 3 years of experience managing computing spaces, preferably in a higher education environment.
Expert knowledge of Mac OS X, including Apple hardware and systems.
Experience using and supporting MS Windows. Prior leadership experience
Ability to articulate clear advice, support, and instructions via verbal and written communications and delegate time-sensitive tasks.
Familiarity with Mobile Device Management tools such as Jamf or similar
Familiarity with the use of ticketing systems such as Teamwork Desk or similar
A high level of patience, especially in dealing with high-pressure situations. Ability to assist students, staff, and faculty with limited or no prior computing experience.
Ability to interact effectively and tactfully with members of the college community.
Ability to learn new and evolving technologies quickly, and to troubleshoot problems successfully in a wide range of situations.
Able to maintain a team-oriented, collaborative attitude at all times.