University of Texas at Dallas Technology Support Manager in Dallas, Texas
This position is responsible for the management of the projects, policies, processes, procedures, tools and student staff which provide first tier/level support of instructional and research technology and technology-related services within the School of ATEC.
The Technology Support Manager, along with the student lab technicians (known as Lab Techs), provides logistics and first line support for technical services and incidents within ATEC. This position supervises and trains Lab Techs, monitors and maintains excellent level of support provided to faculty and staff, and is responsible for documentation and FAQs related to technology and technical policies, processes and procedures for ATEC faculty, staff and students.
The Technology Support Manager works with ATEC Software Support Specialists, System Administrator and Director as well as OIT staff to assure that best practices are implemented and followed and that all problems are resolved in a timely fashion, and helps to facilitate the process when problems need to be escalated in order to be resolved. The Technology Support Manager will focus on the service-level management and will develop and track metrics and benchmarks to meet Service Level Agreements (SLA) and expectations of service in general.
Minimum Education and Experience
Bachelor’s Degree in related discipline.
Five to seven years experience in related field.
Preferred Education and Experience
Bachelor’s Degree in Technology Related Field (MIS, IS, IT, CS). CompTIA A+, ITIL or ITSM Certification or Training. 3-5 years of experience in support of technology services and equipment including but not limited to desktop and laptop computers. 1-3 years of experience in supervision of student and/or full-time technical staff. 1-3 years of experience in development, implementation and documentation of standardized technology support policies and procedures. Demonstrated ability to develop reports and processes to quantify quality metrics. Intermediate to Advanced proficiency in Windows and/or OS X installation, configuration, maintenance and troubleshooting. Intermediate proficiency in use of MS Office software suite. Intermediate to Advance proficiency in MS Project or other project management tools. ITIL/ITSM knowledge and experience. Experience in configuration, use and management of ITSM systems.
Essential Duties and Responsibilities
Provide support and assistance for school provided technology for faculty and staff; provision technology devices and services for new faculty and staff; work with OIT and/or other ATEC Technology Resources staff as required to ensure maintenance and backup of faculty and staff computers; drive collaboration with ATEC Technology Resources colleagues, manage projects related to Technology Support. Provide timely communication of issues to other support staff (ATEC, OIT, OR) and serve as initial contact for the ATEC user community.
Supervise and train student Lab Techs; manage job posting process; assist in interviews; develop work schedule for each semester and break; monitor absences and shift-swapping; approve timesheets; make sure training is consistent and continuing. Assure that tickets and other projects are being worked on in a timely and efficient fashion by Lab Techs.
Ensure currency and consistency of technical resources/services documentation; makes sure user documentation and FAQs are completed and up-to-date for internal (Lab Techs) as well as external (ATEC faculty, staff and student) use. Develop and maintain Technology Support related Policies, Processes and Procedures based on best practices.
Ensure instructional equipment inventory is well maintained and stocked for checkout to students; develop and enforce policies and procedures to ensure limited loss or damage to equipment and facilities.
Maintain technology asset inventory information and coordinate with other UT Dallas departments to keep ATEC asset inventory correct and up-to-date; supervise surplus of computers and equipment; provide interface with UT Dallas inventory and surplus staff and departments.
Arrange for hardware repair and warranty work from vendors or 3rd party services as needed for ATEC faculty, staff and instructional and research lab equipment. Coordinate the packaging and return of equipment when necessary.
Ensure computer workroom(s) and equipment is well maintained and stocked as necessary for performing job responsibilities and for Lab Techs to perform their responsibilities.
Provide recommendations for best practices in IT support management; assist with technology related purchases. Develop reports and processes to quantify, and improve, quality metrics.
Other duties as assigned.
Posting Number: S00877P
Position Title: Technology Support Manager
Functional Title: Technology Support Manager
Department: ATEC (308000 Dept)
Salary Range: Negotiable
Pay Basis: Monthly
Position Status: Regular full-time
Open Date: 11/28/2016
Open Until Filled: Yes