Title: Manager, Technical Services

Employee Classification: Executive/Admin & Managerial

Institution: System Office

Department: Information Technology

Campus Location: Tennessee Board of Regents System Office

Job Summary

The Manager of Technical Services CLSCC is the IT campus liaison responsible for ensuring the needs of the campus are clearly understood at TBR. Oversees day-to-day support for academic and administrative infrastructure, mainly endpoints, servers, and storage. Ensure the stable operation and availability of campus infrastructure, including planning, installing, configuring, maintaining, and optimizing server hardware, software, network devices, and printers. Develop processes and procedures for ongoing management of campus infrastructure.
This position is located at Cleveland State Community College in Cleveland, Tennessee, as the primary workplace. Frequent travel to off- campus instructional sites within the College’s five-county service area is required. Travel may be needed to attend meetings, training or conferences as deemed necessary.

Job Duties

• 10% - Supervise staff including scheduling work hours, assigning tasks, and completing performance reviews. Document duties and cross-train others to provide support when on leave or off site. - (Essential)
• 5% - Assist with the creation of policies and procedures, including incident response and disaster recovery plans. - (Essential)
• 5% - Plays a mentorship role to personnel, promoting their professional growth, and ensuring their capabilities sustain job requirements. - (Marginal)
• 5% - Participate in the preparation and management of an annual operating plan and budget as well as the strategic planning process of the institution. - (Essential)
• 10% - Provide assistance to end users with computer, server, and network problems and specifications. - (Essential)
• 10% - Participate in maintaining an inventory of all server, network, and end user devices. As well as working with leadership to develop and implement equipment replacement plans. - (Essential)
• 5% - Interact and negotiate with vendors, contractors, and others to secure applicable products and services including maintenance and support agreements. - (Marginal)
• 10% - Utilize service desk software to track and report on issues, projects, and user satisfaction. - (Essential)
• 10% - Manage virtual, physical, and hosted datacenter resources including backup devices. Perform file system configuration and management, server backups, and recovery procedures. - (Essential)
• 5% - Plan and implement hardware and software upgrades, maintenance fixes, and vendor-supplied patches. Coordinate and maintain standard outage windows with college constituents for routine maintenance and patching activities. - (Essential)
• 10% - Administer and maintain end user accounts, file shares, permissions, and access rights. - (Essential)
• 5% - Assist with the management of hardware and software security solutions, network services, telephone systems and supporting infrastructure. - (Essential)
• 5% - Builds a collaborative culture within the department and partners with various departments within the organization. - (Marginal)
• 5% - Other duties as assigned - (Marginal)

Minimum Qualifications

• 5 years of supervisory IT Management, Project Management or other complex organizational experience.
• Ability to travel to remote sites.
Education and Experience:
• A Bachelor's degree or equivalent combination of education and experience.
• 5 years of related experience.
• Systematic analysis of overall work processes for business or information systems
• Project management experience on an enterprise scale
• Managing administrative IT needs for a college campus
• Ellucian Banner Experience

Preferred Qualifications

• Experience in Higher Education
• Experience with IT-related project management
• Experience training others
• Excellent oral and written communication skills.
• Strong and effective interpersonal skills to maintain effective working relationships with students, faculty, staff, and external constituencies.
• Ability to troubleshoot and resolve complex issues involving networks, servers, and related resources.
• Working knowledge of datacenter hardware including servers and storage as well as power management, environmental controls, and rack systems.
• Working technical knowledge of network and PC operating systems, such as Microsoft Windows, MacOS, and Microsoft Windows Server, including Microsoft Active Directory and related services.
• Working technical knowledge of current network hardware, protocols and standards, such as Cisco routers and switches, and Aruba wireless access systems.
• Knowledge of applicable data privacy practices and laws.
• Demonstrated experience with virtualization, including Virtual Desktop Infrastructure (VDI).

Knowledge, Skills, and Abilities

• Ability to develop and maintain a positive and collaborative working environment
• Prioritization skills and capacity to manage multiple deadlines and user communities
• Ability to perform with limited direction, self-starter
• Ability to successfully communicate the processes and requirements of the campus operational portfolio to IT leadership.
• Ability to manage multiple projects and operational workstreams simultaneously.
• Demonstrated customer service skills in past work history, including excellent analytical and problem-solving skills, excellent interpersonal, and communication skills.
• Knowledge of business and management principles involved in leadership technique, production methods, and coordination of people and resources.
• Demonstrated Problem solving abilities and conflict resolution.
• Ability to work after hours support, as may be necessary.