Job Description Summary: The working IT Support Manager leads and works hands-on with assigned technical support staff in support of faculty and staff on both the Niles and Dowagiac campuses. This includes maintaining and updating PC hardware and software, printers, audio visual, and network support.
This position is required to perform analysis of network needs and contribute to the design of network architecture, integration, and installation for the College. This position also requires Helpdesk management/supervision as well.
Due to the nature of the position being hands-on, the incumbent will be responsible for meeting system and communication availability that require timely resolve including after normal business hours.
The IT Support Manager is a full-time position that reports directly to the Director of the Office of Information Technology and CIO.
Required Qualifications: Minimum of Bachelors Degree Strong analytical and problem resolution skills to assist with troubleshooting for client issues on a timely basis Network monitoring and other network administrative tools Computer, printer and audio visual service and repair Operating systems including Windows, Linux, and Mac OS Microsoft Active Directory system administration Helpdesk procedures and ticket tracking Knowledge of diagnostic utilities
Preferred Qualifications: Bachelors Degree or higher in Computer Science, System Technology field or its equivalent CompTIA A+ and CompTIA Network + certification or equivalent knowledge Office 365 Administration Classroom Technology management Previous supervisory experience Excellent leadership interpersonal, verbal and communication skills in both technical and non-technical language Ability to inspire team and coworkers to attain goals and pursue excellence Able to multi-task multiple projects at the same time under pressure Effectively prioritize, and good organizational and time management skills Manages the process of innovative change effectively. Ability to identify and resolve issues and complete duties assigned in a timely fashion Exceptional customer service orientation Ability to maintain confidentiality
Other Information: Essential Duties and Responsibilities:
Direct the day-to-day Operations, projects, and personnel for all related subordinate lines-of-business keeping the CIO as informed as possible Create, plan, implement all subordinate line-of-business services as they pertain to strategic planning, budgeting, and CapEX requests for the department Creates and executes project work plans and revise as appropriate to meet changing needs and requirements Act as an escalation point for staff and instructional help desk requests and incidents that fall under the technical and network support team responsibilities Identifies resources needed and assigns individual responsibilities Create, update, and manage detailed documentation for end users as well as IT team members Manage and control assets along entire equipment lifecycle Recommend, and plan for client hardware and software updates and patches as needed to PCs, Laptops, Macs, IPad/Tablets, network, printers, and projectors Coordinate installation of hardware and software for all College employees Evaluate hardware and software working with vendors to provide the best quality and cost in order to meet with college requirements Communicates and coordinates network schedule, backups, and downtime for department and campus wide announcement. Hold regular status meetings with team and keep them informed of changes within organization and general corporate news on a timely basis Maintain professional and technical knowledge remaining on the forefront of emerging industry practices Identifies opportunities for improvement and make constructive suggestions for change Provide training and support to team, and end-user clients Train, coach/mentor, and manage all staff under his/her leadership in regards to goals and benchmark setting, employee development, communication and leadership growth The duties listed in this job description are not all-inclusive, but a list of the major responsibilities. Additional duties not noted in the job description may be assigned by a supervisor.
Special Instructions to Applicants: Some relocation expenses may be available.
Southwestern Michigan College has two beautiful campuses to help support the mission of providing Know for All. We are located in the heart of America, in Dowagiac, MI, a community who welcomes all and has a vibrant and alive downtown.