Mgr Technical Support
Maricopa County Community College District - Phoenix, AZ

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Working under a learning college philosophy, this position directs help desk functions, coordinates customer service communications, and supports college operations.

Essential Functions

30% - Manages, trains and reviews help desk and other assigned staff; directs help desk operations and desktop/classroom/lab technical support; oversees incident management and response by tracking work orders via a ticketing system; manages day-to-day service delivery and customer support activities; prioritizes work and ensures service level agreements and customer satisfaction goals are met
20% - Provides strong leadership, direction and support for service delivery and coordinates customer communications; serves as a liaison with internal/external groups & vendors; develops/identifies stakeholder needs and service level requirements; closely monitors customer feedback and responds appropriately; produces statistics and reports to measure agreed upon performance metrics
20% - Plans and coordinates projects, including developing and managing communication, estimating and administering budgets, ordering/monitoring supplies and equipment, tracking/managing assets through college/district inventory system, allocating staff time, meeting with stakeholders/other college units/contractors, establishing milestones and negotiating timelines
15% - Coordinates, reviews and implements process/procedure improvements and recommends changes to increase efficiency; researches, evaluates, recommends and implements new and existing instructional technologies, software, computer equipment and related peripherals to meet customer needs; oversees maintenance of systems, documentation and procedures
10% - Leads development and maintenance of service catalog, software catalog and knowledge base, including internal/external facing articles and documentation to facilitate knowledge sharing, best practices and support-efficiency among staff, and high quality in-person and online self-help for customers
5% - Performs related duties as assigned

Minimum Qualifications

- Bachelor's degree in Information Technology, Computer Science or related area from an accredited institution
- Three (3) or more years' experience providing front-line customer service in technology or audiovisual support
- Two (2) or more years' experience managing Help Desk personnel and operations
- Experience tracking customer requests and incidents
- Experience producing and analyzing statistical reports
- Experience with networking and telecommunications fundamentals, Windows & Apple operating systems, computer hardware, software, peripherals and audio visual equipment
- Effective organizational and written communication skills

Desired Qualifications

- Master's degree in technology or management from an accredited institution
- Experience in Help Desk, computer support and/or media services in an educational environment serving faculty, staff, and/or students
- Project management experience leading cross-functional work teams
- Experience developing/administering budgets and overseeing operational expenditures for Help Desk and/or computer support operations
- Experience with the design and support of "mediated" classroom technology
- Knowledge of lnformation Technology lnfrastructure Library (lTlL v3) framework, COBIT, HDI or similar industry-standard processes and best practices
- Knowledge of MCCCD procedures and policies
- Knowledge of the philosophy and principles of a learning college

Special Working Conditions

May be required to work evenings and weekends. May be required to work on call or remotely (virtually). May be required to lift objects up to 35 lbs. May require local travel. Must have a valid Arizona Class D Driver's license. Must meet district minimum standards regarding driving: http://www.maricopa.edu/legal/rml/vehicle.htm#requirements

Special Notes

Please take time to review Phoenix College's Learning College Philosophy at http://www.phoenixcollege.edu/learning-college