Manager, Desktop Services Position Available In Jefferson, Missouri

Job Description:

Manager, Desktop Services Department:

Technology SupportServices Campus Location:

Arnold/Main Campus Salary Range:

$86,528-$108,160

Work Mode:

This position requires regularin-person presence on campus and at alternative locations,depending on class schedule and other assigned duties.

Hours PerWeek:

40

Work Schedule:

Position Type:

Full-Time Staff, ExemptPosition Summary The Manager, Desktop Services, is responsible foroverseeing the daily operations of the Desktop Support team,ensuring timely and effective support for faculty, staff, andstudents. This role provides leadership and operational managementto deliver high-quality technical support services in alignmentwith institutional goals. The manager will lead a team oftechnicians to support campus-wide computing needs, manage desktophardware and software deployments, and collaborate with other IITteams to enhance end-user experience. The manager will also performhands-on desktop work to address escalated issues. Information andInstructional Technology team members must be dedicated tofostering a culture of excellence. Successful candidates will helpIIT build our culture by enabling frictionless service, valuingfeedback, and embracing continuous improvement and learning. Tosupport this foundation, IIT has established five pillars. Thesepillars create a collaborative, supportive, and inclusiveprofessional culture. Successful candidates will be skilledtechnologists who value AACC’s community and people. They will alsobe empathetic to the challenges faced by our students, faculty, andstaff. Our Characteristics of Excellence are the guiding principlesof our division, empowering our teams to deliver exceptionalresults and drive success. Successful candidates will treat peoplewith respect, dignity, and fairness, consistently deliveringquality results and following through on commitments andresponsibilities. They will cultivate teamwork and collaboration,embrace opportunities for improvement and innovation, and maintainopen and honest communication with integrity. Additionally, theywill appreciate the value of simple, efficient solutions, recognizethe importance of building positive relationships, and respectothers’ time. Anne Arundel Community College (AACC) is committed toenriching the educational experience it offers through thediversity of its faculty, administrators, and staff members. Thecollege seeks to recruit and support a broadly diverse team whowill contribute to the college’s excellence, diversity ofviewpoints and experiences, embrace concepts of equity andinclusiveness, and support the equal rights of all people byadvancing the understanding and appreciation of differencesincluding age, race, gender, ability, religious convictions,socio-economic status, ethnic heritage, or sexual orientation.

While we appreciate your interest in employment with Anne ArundelCommunity College, applicants must be currently authorized to workin the U.S. on a full-time basis. Employment-based visa sponsorship(including H-1B sponsorship) is not available for any position. Paydates occur on the 7th and 22nd of each month. If those dates fallon a weekend, the pay date occurs on the Friday prior to the 7thand 22nd. As an employee of the college, you are eligible for acomprehensive benefits package . In the best interest of theCollege, only individuals who are residents of Maryland or one ofthe following states will be eligible for employment at thecollege: Delaware, Pennsylvania, Virginia, West Virginia or theDistrict of Columbia. The college will annually review thisrestriction and, if appropriate, expand the list of states ofemployment eligibility Job Duties and Responsibilities Manages andleads the Desktop Support team, providing mentorship, performancemanagement, and professional development opportunities. Responsiblefor setting goals, identifying professional developmentopportunities, processing leave, and fostering a positive andsupportive environment where staff are motivated and accountable.

Develops and implements guidelines, procedures, and best practicesfor desktop support, ensuring alignment with institutionalpriorities and IT service management (ITSM) frameworks. Developsand maintains documentation for technical processes, trainingmaterials, and knowledge base articles. Ensures high-qualitycustomer service by monitoring ticketing system metrics, responsetimes, and end-user satisfaction. Responsible for staffing capacityplanning ensuring resources are in alignment with businessobjectives. Collaborates with the Service Desk, Asset Management,and Audiovisual teams to streamline support operations and improveservice delivery. Collaborates with Systems Administration team fordesktop imaging, patch management, and endpoint securityinitiatives to maintain system integrity and security compliance.

Leads technology projects, ensuring they follow project managementbest practices and comply with IIT security and accessibilitystandards. Works with stakeholders to define requirements, ensureproper testing, and oversees adherence to change managementprocedures. Stays current with emerging technologies, trends, andbest practices in desktop support and higher education IT servicesWeekend, evening, and on-call hours may be required as needed.

Ability to act as a backup supervisor within Technology SupportServices, as needed.

Required Qualifications:

Minimum of five (5)years of experience in desktop and technical support, with at leasttwo (2) years in a supervisory or management role of technicalstaff. Bachelor’s degree in the field of Information Systems,Computer Science, Business Administration or a related discipline.

Individual may substitute a bachelor’s degree with an associate’sdegree in a related discipline and two additional years of desktopsupport experience (totaling 7 years of desktop and technicalsupport). Current knowledge of Windows and macOS operating systems,enterprise software deployment tools, and troubleshootingmethodologies. Current knowledge of Active Directory, Group Policy,endpoint security, and remote desktop management tools, such asMECM and JAMF. Strong leadership skills with experience managingand mentoring technical teams. Excellent problem-solving abilitiesand a commitment to customer service excellence. Experience with ITservice management (ITSM) tools, asset management, and ticketingsystems. Ability to communicate effectively with technical andnon-technical users at all levels of the institution. Strongorganizational skills and the ability to manage multiple prioritiesin a fast-paced environment. Must have a growth mindset.

PreferredQualifications:

Demonstrated knowledge with audiovisual servicesand technologies including control systems and components(Crestron, Extron, Biamp), video projection units, monitors, audiosystems and web conferencing tools. Experience in a highereducation IT environment. ITIL Foundation certification or otherrelevant IT service management certifications. Familiarity withaccessibility and assistive technologies in compliance with ADArequirements. For full position descriptions, requiredqualifications and to apply, please visit our web site atwww.aacc.edu/employment and click on Career Opportunities . AACC isan equal opportunity employer who values the power of diversity andthe strength it brings to the workplace