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Director of Technology Support
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Laredo College
Laredo, TX (In Person)
$85,006 Salary, Full-Time
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Job Description
Director of Technology Support Laredo College - 4.6 Laredo, TX Job Details Full-time $77,104 - $92,908 a year 1 day ago Qualifications Customer communication Team supervision Bachelor's degree Senior leadership Full Job Description JOB Essential Duties and ResponsibilitiesThe Technology Support Director is responsible for ensuring the smooth running of the day-to-day operations of the Help Desk and Technology Support. Work directly with partners across the institution to understand the needs of our community and deliver services and solutions that are innovative and responsive to the overall mission of the College. This position requires a significant amount of coordination between internal and external departments and vendors.
Characteristic Duties and ResponsibilitiesSupervises the Help Desk and Technology Support staff.
Manage technical support activities ensuring that users are given the needed information to utilize technology resources effectively and efficiently and that all issues are timely addressed and resolved.
Manage direct reports effectively, including training needs, coaching, and progressive discipline to address performance issues. Manage customer issues and customer escalations, provide proper communications internally and externally throughout the process, and follows up on customer complaints. Initiates customer satisfaction feedback and computer system recommendations to the Senior Director of Information Technology to continually improve process and operations. Maintains responsibility for Tier 1 and Tier 2 troubleshooting support for desktop computing, administrative systems, and networking services as well as assigning requests for escalations as necessary to appropriate IT teams. Responsible for establishing desktop computing hardware and peripheral standards that support the technical needs of the College. Works with the Purchasing department to make sure technology purchases support the overall technology strategy of the College rules and standard administrative procedures, PCI security standards, and/or other applicable standards such as FERPA, HIPAA, copyright laws, and the State of Texas Administrative Code (TAC) 202. Work with internal IT teams to address critical customer needs and concerns, system issues, and prepare communication to customers, such as incident reports and downtime notifications. Manages and develops strategies, processes and systems that are focused on providing efficient coverage, service, problem resolution, and enhances the user experience. Works with other Information Technology managers to manage, update, and ensure comprehensive documentation of operation guidelines and procedures are compliant with policies and regulations. Works with other Information Technology managers to conduct computer forensic investigations and electronic discovery requests as needed. Works with other Information Technology managers to configure and deploy upgrades and manage projects to improve college's software as new technology emerges.
Work with third-party vendors regarding supporting software and hardware changes.
Provide metrics into the efficiency and quality of the support team via daily, weekly, monthly, quarterly and/or annual reporting.
Work with HR to recruit and hire members into Technology Support team.
Performs other duties as required.
Minimum of five (5) years of related experience with at least one year of supervisory experience. Detail-oriented and organizational leadership, interpersonal, and communication skills.
Eight years of experience with 3 years of supervisory experience.
Supervision ExercisedLead Operations and Help Desk Technician, Operations and Help Desk Technician, Technology Support Associate, Technology Support Technicians, Microcomputer Support Technician.
Supervision ReceivedAssociate Vice President of Information TechnologyPhysical RequirementsWhile performing the duties of this job, the employee is regularly required to sit. The employee is occasionally required to stand, walk, stoop, kneel, or crouch. The employee must occasionally lift and/or move items weighing up to 50 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work EnvironmentWork is performed in a standard office environment. Work inside a well-lighted and air-conditioned area most of the time. The noise level in the work environment is usually quiet to moderate.
SafetyRequired to work safely and follow safety rules. Report unsafe working conditions and behavior. Take reasonable and prudent actions to prevent others from engaging in unsafe practices.
Special ConditionsImmediate supervisor may assign other duties. May be required to work outside regular working hours, as needed. May be required to work at a different college work site or campus as needed.
EEO StatementIn compliance with Title VI of the Civil Rights Act of 1964, Executive Order 11246 and Title IX of the Education Amendments of 1972 and Section 504 of the Rehabilitation Act of 1973, Laredo College is open to all persons regardless of race, color, religion, sex, age, marital status, disability, or national origin who are otherwise eligible for admission as students. Furthermore, Laredo College is an Equal Opportunity Employer and no applicant or employee will be discriminated against because of race, color, religion, sex, age, marital status, disability or national origin. This institution will not enter knowingly into any contractual agreement for services or supplies with any firm failing to follow fair employment practices. Foreign DegreesForeign degrees require an evaluation for United States equivalency from an approved stated education agency or having membership with the National Association of Credential Evaluation Services (NACES). Transcripts issued outside the United States of America require a course-by-course analysis with an equivalency statement from a certified transcript evaluation service verifying the degree equivalency to that of an accredited institution within the USA. This report must be attached to your online application at the time of applying. For your convenience, we have provided the following links to assist you in complying with this requirement. However, you may use any other certified transcript evaluation service.
Characteristic Duties and ResponsibilitiesSupervises the Help Desk and Technology Support staff.
Manage technical support activities ensuring that users are given the needed information to utilize technology resources effectively and efficiently and that all issues are timely addressed and resolved.
Manage direct reports effectively, including training needs, coaching, and progressive discipline to address performance issues. Manage customer issues and customer escalations, provide proper communications internally and externally throughout the process, and follows up on customer complaints. Initiates customer satisfaction feedback and computer system recommendations to the Senior Director of Information Technology to continually improve process and operations. Maintains responsibility for Tier 1 and Tier 2 troubleshooting support for desktop computing, administrative systems, and networking services as well as assigning requests for escalations as necessary to appropriate IT teams. Responsible for establishing desktop computing hardware and peripheral standards that support the technical needs of the College. Works with the Purchasing department to make sure technology purchases support the overall technology strategy of the College rules and standard administrative procedures, PCI security standards, and/or other applicable standards such as FERPA, HIPAA, copyright laws, and the State of Texas Administrative Code (TAC) 202. Work with internal IT teams to address critical customer needs and concerns, system issues, and prepare communication to customers, such as incident reports and downtime notifications. Manages and develops strategies, processes and systems that are focused on providing efficient coverage, service, problem resolution, and enhances the user experience. Works with other Information Technology managers to manage, update, and ensure comprehensive documentation of operation guidelines and procedures are compliant with policies and regulations. Works with other Information Technology managers to conduct computer forensic investigations and electronic discovery requests as needed. Works with other Information Technology managers to configure and deploy upgrades and manage projects to improve college's software as new technology emerges.
Work with third-party vendors regarding supporting software and hardware changes.
Provide metrics into the efficiency and quality of the support team via daily, weekly, monthly, quarterly and/or annual reporting.
Work with HR to recruit and hire members into Technology Support team.
Performs other duties as required.
EXAMPLE OF DUTIES NOTICE
Required DocumentsTo be considered for this position, you are required to upload your resume and unofficial transcript(s). If recommended for this position an official transcript(s) will be required. In addition, if a license or certificate is required for this position, upload proof of your current license/certificate.Required:
Bachelor's degree in information technology or a related field.Minimum of five (5) years of related experience with at least one year of supervisory experience. Detail-oriented and organizational leadership, interpersonal, and communication skills.
Preferred:
Master's degree in information technology or related field.Eight years of experience with 3 years of supervisory experience.
SUPPLEMENTAL INFORMATION
Introductory Review PeriodAll hires are subject to a 90 day introductory review period.Supervision ExercisedLead Operations and Help Desk Technician, Operations and Help Desk Technician, Technology Support Associate, Technology Support Technicians, Microcomputer Support Technician.
Supervision ReceivedAssociate Vice President of Information TechnologyPhysical RequirementsWhile performing the duties of this job, the employee is regularly required to sit. The employee is occasionally required to stand, walk, stoop, kneel, or crouch. The employee must occasionally lift and/or move items weighing up to 50 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work EnvironmentWork is performed in a standard office environment. Work inside a well-lighted and air-conditioned area most of the time. The noise level in the work environment is usually quiet to moderate.
SafetyRequired to work safely and follow safety rules. Report unsafe working conditions and behavior. Take reasonable and prudent actions to prevent others from engaging in unsafe practices.
Special ConditionsImmediate supervisor may assign other duties. May be required to work outside regular working hours, as needed. May be required to work at a different college work site or campus as needed.
EEO StatementIn compliance with Title VI of the Civil Rights Act of 1964, Executive Order 11246 and Title IX of the Education Amendments of 1972 and Section 504 of the Rehabilitation Act of 1973, Laredo College is open to all persons regardless of race, color, religion, sex, age, marital status, disability, or national origin who are otherwise eligible for admission as students. Furthermore, Laredo College is an Equal Opportunity Employer and no applicant or employee will be discriminated against because of race, color, religion, sex, age, marital status, disability or national origin. This institution will not enter knowingly into any contractual agreement for services or supplies with any firm failing to follow fair employment practices. Foreign DegreesForeign degrees require an evaluation for United States equivalency from an approved stated education agency or having membership with the National Association of Credential Evaluation Services (NACES). Transcripts issued outside the United States of America require a course-by-course analysis with an equivalency statement from a certified transcript evaluation service verifying the degree equivalency to that of an accredited institution within the USA. This report must be attached to your online application at the time of applying. For your convenience, we have provided the following links to assist you in complying with this requirement. However, you may use any other certified transcript evaluation service.