Location: Greensboro,NC, USA
The Client Support Manager (Manager) leads a team of employees and student workers who provide hands-on technology support for faculty, staff, and students.
The Manager oversees technicians who work across campus to install and repair computers, laptops, printers, scanners, and other peripherals, install and configure software, troubleshoot problems, provide first-tier technical support, and perform just-in-time training as needed.
This position monitors tickets and ensures its team promptly addresses them. The Manager provides training to team members and serves as a technical resource for them, identifies and reports wide-spread issues, and assists in the development of communications and training materials as needed. This position leads a team of permanent staff, temporary employees, and student workers and works hands-on as well.
The Manager reports to the Director of Client Technology Services (CTS) and is an important member of the Information Technology Services (ITS) technical support team. This is a mid-level position that works under the guidance of the director to provide exceptional support to the entire campus.
Primary Function of Organizational Unit
Information Technology Services (ITS) strengthens and supports the university's mission of teaching, research, and scholarly application of knowledge by providing the information technology infrastructure, software, hardware, and support to achieve the university's strategic goals. ITS is comprised of nine departments which work with the university community to provide the information technology support and services required to realize operational excellence, integrate advanced technology, and create efficient and effective technology solutions.
Minimum Requirements
* Master's degree in computer science, Information Technology, or a related field with two years' experience directly related to the duties of the position, or Bachelor's degree in computer science, Information Technology, or a related field with four years' experience directly related to the duties of the position.
* Experience operating a service unit and managing a team in a complex and demanding environment.
* Experience with Windows, Macintosh, and iPad configuration and technical support, and management tools such as AD Audit and Microsoft Endpoint Configuration Manager.
* Experience with a variety of desktop applications such as Microsoft Office and communication platforms including email, social media, text, Zoom, and Teams.
* Experience developing communications and documentation for use by end users and technical staff.
* Experience managing a ticket system.
* Knowledge of technologies and standards to meet ADA compliance for special needs.
* Strong customer service orientation and ability to partner with other units and foster a team spirit.
* Strong interpersonal and communication skills and the ability to work effectively in a diverse community.
* Strong decision-making and detail-oriented skills.
Preferred Years Experience, Skills, Training, Education
* Experience with Papercut Print Management software, Cherwell Service Management, CrowdStrike, and Cisco Finesse contact center software.
* Basic knowledge of ISO 27002 and NIST SP 800-171 security controls.
Required License or Certification Is this position eligible for a remote or hybrid work arrangement, consistent with university and state policies. On-site (Employees are primarily in the office and/or have a critical job requirement that requires dedicated office space on-site)