IT Client Support Manager I

Winston-Salem State University
February 08, 2023
Contact:N/A
Offerd Salary:Negotiation
Location:N/A
Working address:N/A
Contract Type:Open-ended
Working Time:Full time
Working type:N/A
Ref info:N/A
Position Details

Classification Information

Position Classification Title IT Client Support Manager I

FLSA Exempt Position Class (Extract From Banner or PA) 89566 EPA Position Type EHRA Non Faculty

Position Overview

Position Summary

The Client Support Services Manager is responsible for management and oversight of the team that supports help-desk operations, end-user technology devices, and the technology Customer Support Center.

Develops and leads a team of Customer Support Center professionals to address all technical requirements of workers, professionals and staff members using end-user technology devices and peripherals in the organization.

Manages technical projects of varying scale that require latitude in decision and actions.

Demonstrates initiative in solving unexpected problems associated with projects and technology related equipment.

Keeps leadership apprised of the impact on programs.

Assist in the professional and technical development of team leaders enabling them to set technical goals, monitor, mentor, coach and assist team members to deliver quality support.

Manage Customer Support Center resources and supports selected student computing labs for optimal performance.

Represents WSSU on UNC combined Pricing Initiative (CPI) Standards Board. Responsible for oversight of newly established Technology Accountability Initiative.

Responsible managing third party vendor performance according to service level agreement.

Reviews area accomplishments toward organizational objectives in order to maximize operational effectiveness.

Position Information

Position Number 131151

Working Position Title IT Client Support Manager I Building and Room No.

Elva Jones Computer Science Building 1st Floor Suite 1200

Appointment Type Permanent Full-Time If Time Limited. No Appointment Length. n/a

Requirements and Preferences

Position required to work during periods of adverse weather or other emergencies No

Normal Work Schedule

M-F 8am-5pm. As needed, some after hours work and weekend work may be required.

Department Required Skills

Graduation from a 4-year institution with a degree in Computer Science, Information Technology, Information Systems/Management, MIS, Technology Management or related field with minimum 5 years' experience in the installation, management, and monitoring of user-end devices or combination of education and experience is required. A combination of experience and education will be considered.

Demonstrated Experience in managing and supporting a Level One Help Desk Unit or equivalent is required.

Minimum three (3) years' experience in a technical lead, technical supervisor or operational management capacity leading, supervising, or managing technical resources and personnel is highly preferred.

Knowledge and experience with supporting and managing Enterprise Service Management Platforms, Help Desk Management solutions, and associated platforms is highly preferred.

Technical knowledge: A+ or Net+ Certifications highly preferred. Experience in managing a Technology Support Unit in a Higher Education setting is desirable.

Effective Communication: the ability to convey ideas on non-routine subjects clearly, using methods of communication most appropriate to situations, the ability to adapt delivery based on appropriateness of situations, and ability to translate technical issues into understandable terms for non-technical users is critical.

Effective Teamwork: Takes on extra responsibilities to ensure customer satisfaction and ability to effectively promote positive customer service attitude among peers is required.

Preferred Years Experience, Skills, Training, Education

Graduation from a 4-year institution with a degree in Computer Science, Information Technology, Information Systems/Management, MIS, Technology Management or related field with minimum 7 years' experience in the installation, management, and monitoring of user-end devices or combination of education and experience is required. A combination of experience and education will be considered.

5 years' of higher education experience as a technical lead, technical supervisor or operational management capacity leading, supervising, or managing technical resources and personnel is highly preferred.

Required License or Certification Valid US Driver's License Yes Commercial Driver's License Required No Physical Required No List any other medical/drug tests required

Posting Details

Posting Details

Internal Posting Only No

Position Type EHRA Non Faculty Time Limited Position No Appointment Length Salary Commensurate with education and experience Open Date 01/18/2023 Close Date 02/08/2023 Open Until Filled No Special Instructions Summary

Please Note: A criminal background check will be conducted on candidate finalist prior to the offer of employment. Resumes will not be accepted in lieu of completing an electronic application. The application must be competed in full detail (including work history) for your qualifications to be considered. Failure to complete the application completely may result in you not being considered for the vacant position. Your application for the position will not be complete until you receive an online confirmation number at the end of the process of applying for a position.

Supplemental Questions

Required fields are indicated with an asterisk ().

  • Do you have 3 years or more experience in managing and supervising a technology support center?
  • Yes
  • No
  • Do you have any experience implementing new technology? If yes, please describe your experience
  • (Open Ended Question)

  • Tell us why this position is a good match for your skills, strengths, experience and background.
  • (Open Ended Question)

    Applicant Document

    Required Documents

  • Resume
  • Cover Letter
  • Optional Documents

  • Letter of Recommendation 1
  • References List
  • From this employer

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