DESCRIPTION

MANAGER OF SUPPORT SERVICES

POSITION SUMMARY:

The Boston Architectural College (BAC) is committed to providing all our students an integrated and exemplary educational experience while ensuring their individual success and empowering them to fully actualize their potential. We embrace diversity and inclusivity in all its forms, while striving to create an equitable global community.

The Manager of Support Services is an essential and guiding member of the Technology Resources Help Desk and is part of the Academic Technology team within the Information Technology Group at the BAC. This position reports to the Director of Academic Technology, and provides the right candidate with ample opportunities for growth and development in the areas of Help Desk Management, Information Technology Systems, and interdepartmental IT Coordination.

The Manager of Support Services acts as the Help Desk Manager, and is responsible for providing day-to-day guidance to the Technology Resources Help Desk Team in support of Staff, Faculty, and Students. This includes, but is not limited to, distribution of tickets and assignments, assuring quality customer service, managing Help Desk schedules, and providing feedback and insight to the Director of Academic Technology and the Director of Information Technology to continually improve Help Desk services throughout the BAC.

The BAC Tech Resources Help Desk is a small team, at a small college, that operates with all the technology and infrastructure of a large organization. This means we are focused primarily on resolving issues well, rather than counting tickets processed. This also means that there is a great deal of opportunity for growth, development, and responsibility beyond those of the typical Help Desk environment.

PRIMARY ESSENTIAL FUNCTIONS:

Provide management and training to Help Desk Technicians.

Ensure core service levels are met across the institution.

Create, update, and maintain Help Desk Documentation and Manuals.

Manage and maintain inventory of IT Equipment including Media, Loaner Equipment, and Classroom Multimedia Equipment.

Support New Staff onboarding processes: equipment assignment, account setup, etc.

Manage Support Ticketing System, ticket distribution, and follow-up to ensure quality customer service.

Other tasks as assigned.

QUALIFICATIONS

SUPERVISORY RESPONSIBILITIES: Yes

EDUCATIONAL CRITERIA: Associate’s Degree, or two years of college experience

EXPERIENCE REQUIREMENTS: 2 Years of Help Desk Experience

FUNCTIONAL/TECHNICAL SKILLS:

Must be detail oriented.

Comfortable in a professional Windows environment

Excellent communication and consultative skills, both verbal and written.

Excellent problem solving and customer service skills.

High degree of Self-Direction and Initiative.

Outstanding organizational skills with the ability to effectively prioritize.

Ability and willingness to support collaborative efforts.

Be committed to the mission of the BAC and carry out the highest quality of service to BAC constituencies.

Work Schedule requirements: This is an on-site in-person position, five days per week. Days in the office may vary depending on the time of year and needs of the office. Must be able to work flexible hours in accordance with the academic season.