Manager, Technical Support Services

Salary: $61,984 - $65,145

Job Type: Full-Time

Job Number: FY2300678

Location: Main Campus - Baytown, TX

Division: Finance & Administration

Position Overview

Starting Salary Range is $61,984 - $65,145. The initial salary offer is commensurate with education and related work experience.

The Technical Support Services Manager leads the Desktop Support Technician team, overseeing the delivery of high-quality second-line technical support for Lee College-owned computers, devices, classrooms, and instructional labs at the Baytown campus and satellite locations. This working manager role emphasizes the optimization of onsite and field-based support, focusing on hands-on troubleshooting and effective service restoration. Also, this manager is dedicated to delivering exceptional customer service in a dynamic, fast-paced environment and is responsible for ensuring that the team operates efficiently and effectively. By providing seamless technical support, the manager enhances both the educational and operational experiences at Lee College. Collaboration with Desktop Support Technicians is essential to maintain consistent and responsive IT support services. This role reports to the Director of AV & Technical Support Services.

Essential Duties & Responsibilities

• Team Leadership: Lead and manage the Desktop Support Technician team, providing guidance, training, and performance evaluations to ensure effective service delivery.
• Incident Management: Oversee the resolution of escalated IT incidents from the Help Desk, ensuring timely responses to issues requiring physical onsite intervention.
• Problem-Solving: Utilize strong problem-solving skills to implement temporary or permanent solutions, escalating incidents to other IT teams when necessary.
• Standards Compliance: Ensure compliance with IT standards and guidelines in the installation, configuration, and maintenance of desktops, laptops, peripheral equipment, and classroom software.
• Support Coordination: Coordinate ongoing support and maintenance to ensure the usability and reliability of instructional and employee computing environments.
• Classroom and Lab Technology Support: Oversee setup, testing, and issue resolution of classroom and lab technology to ensure instructional readiness.
• Preventative Maintenance: Manage hardware replacements, upgrades, and preventative maintenance, optimizing equipment longevity and performance.
• Collaboration with IT Teams: Work closely with other IT teams to resolve complex technical issues efficiently, participating in departmental technology projects under IT management direction.
• Feedback and Improvement: Identify recurring technical issues and provide feedback to enhance processes and support documentation for the team.
• Documentation Practices: Ensure all work performed is accurately documented using the IT ticketing system, including diagnostics, resolutions, and follow-up actions.
  
  

Additional Duties & Responsibilities

• Assist with IT projects, equipment refreshes, and campus-wide technology initiatives as needed.
• Provide resolution support assistance to Help Desk Technicians and Telecom Technicians.
• Direct weekly meetings with employees under supervision.
• Conduct yearly evaluations of employees under supervision.
• Perform other duties as assigned to support the overall objectives of the IT department.
  
  

Minimum Education, Experience, Knowledge, Skills & Abilities

• Associate's (or higher) degree in a related field or successful completion of sixty (60) college credit hours in a related field
• Three (3) years of related work experience
• Experience in a position providing troubleshooting assistance and knowledge-based support
• Demonstrated expertise in incident management, problem resolution, and customer support, with a strong proficiency in documentation and system monitoring
• Skilled in applying technical solutions to complex issues and effectively communicating technical information to a diverse user base with varying levels of technical proficiency
• Experience in dealing with anti-virus, anti-spam, wireless communication, mobile devices, and security in the information technology field and proficiency in training and supervising employees
• Must be flexible to work evenings, weekends, and holidays as needed
  
  

Note: Please attach all relevant documents such as resume, cover letter, all unofficial transcripts (or transcript equivalencies for international records), licenses and certifications, etc. to your application at the time of submission.

Lee College does not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age, disability, veteran status, genetic information or any other basis protected by law.

To apply, please visit https://www.schooljobs.com/careers/lee/jobs/5298652/manager-technical-support-services

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