POSITION DESCRIPTION

Support Center Manager
Division of IT Services

SUMMARY:

Under the leadership of the Operations and Technical Support Director, the Support Center Manager will be a working member of the Help Desk, Classroom and Event Support and Field Support Teams. This individual will also serve as the focal point for Incident Management, refining, overseeing and monitoring the process for resolving incidents, including reporting. This position serves as a back up to the Director of Operations and Technical Support.

RESPONSIBILITIES:

  • Serve as a working member of Help Desk, Classroom and Event Support and Field Support teams
    • Includes Tier I, II and III support of hardware and software for institutional and student computers as well as phone support for campus constituents.
  • Incident and Problem Management
    • Responsible for facilitating the definition of service level agreements (SLAs) and key performance indicators (KPIs) related to services. This includes analyzing tickets to identify areas that we can make enhancements provide better service and more self-help options for HWS constituents.
    • Facilitate the development of processes and methodologies, to ensure effective monitoring, control and support of service delivery, to include but not limited to an escalation and knowledge management.
    • Will lead needs assessment and project to implement a new IT Service Management tool.
  • Supervise full time staff in the Help Desk, Classroom and Event Support and Field Support teams.
  • Other duties and project work as assigned.

QUALIFICATIONS:

  • Bachelor's degree in related field plus 5 years related experience, or the equivalent combination of experience, education and training. Must have served in a technical support role for at least 5 years. A+ Certification beneficial.
  • ITIL Foundations Certification strongly preferred. Awareness of ITIL Framework and concepts required.
  • Knowledge of TrackIT or another platform-as-a-service solution required.
  • Must be able to perform repairs of hardware, install software and troubleshoot IT-related issues.
  • Must work well under pressure and have excellent customer service skills.
  • A high level of oral and written communication skills in order to communicate effectively with senior managers, colleagues and other stakeholders. Must have experience and the ability to write documentation and provide training.
  • Critical thinking, analysis and research skills required.
  • Must be flexible in approach and be comfortable with a fluid organizational structure that requires both team work and self-sufficiency as necessary.

OTHER INFORMATION:

This is a full-time, 12-month, benefits-eligible administrative salaried position. Some on-call hours required. Some weekend and evening hours may be necessary.The salary is competitive and is negotiable depending on the strength of qualifications. The benefit package includes but is not limited to: 20 days of vacation each year; 10 paid holidays; medical, dental, and vision insurances; long-term disability coverage; life insurance; and retirement benefits. This position is not all-inclusive, as other tasks or responsibilities may be assigned.

APPLICATION INSTRUCTIONS:

Review of applications will begin immediately and continue until the position is filled. Interested applicants are encouraged to submit a cover letter, resume and the names with contact information of at least three (3) professional references to our application service, Interfolio https://apply.interfolio.com/43667.

If you have any questions about using Interfolio, please send to ferran@hws.edu.

EOE


Hobart and William Smith Colleges are committed to providing a non-discriminatory and harassment-free educational, living and working environment for all members of the HWS community, including students, faculty, staff, volunteers, and visitors. HWS prohibits discrimination and harassment in their programs and activities on the basis of age, color, disability, domestic violence victim status, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected under the law. Discrimination on the basis of sex includes sexual harassment, sexual violence, sexual assault, and other forms of sexual misconduct including stalking and intimate partner violence, and gender-based harassment that does not involve conduct of a sexual nature.

Founded as Hobart College for men and William Smith College for women, Hobart and William Smith Colleges today are a highly selective residential liberal arts institution with a single administration, faculty and curriculum but separate dean’s offices, student governments, athletic programs and traditions.  The Colleges are located in a small diverse city in the Finger Lakes region of New York State.  With an enrollment of approximately 2,000, the Colleges offer 62 different majors and minors from which students choose two areas of concentration, one of which must be an interdisciplinary program.  Creative and extensive programs of international study and public service are also at the core of the Colleges’ mission.

 

 

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Hobart and William Smith Colleges
Geneva, NY 14456
(315) 781-3000

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