Support Center Manager CNM

Compensation:
$59,500 - $75,900
Compensation Type:
Salary
Employment Type:
Regular
Grade:
E08
Position Summary
The Support Center Manager oversees and controls the daily operations of the Service Desk and ITS by leading staff to ensure courteous, timely and effective resolution of end-user issues. This position offers guidance and leadership in the technology and system solutions, as well as support to the administration, control, automation and reporting functions.
Duties & Responsibilities

• Provide direct supervision, leadership, coaching and daily direction for staff. Coordinate cross training so each area has multiple personnel to support needs. Responsible for staff member performance.
• Design and enforce request handling and escalation policies and procedures.
• Responsible for effective staff management, including hiring and orientation, training and development, workflow and performance management, and the promotion of an inclusive and innovative work environment.
• Assures technical training for new products, upgrades, and changes is provided to staff.
• Ensure that staff maintains current knowledge in technology.
• Advise leadership, customers, and staff on strategic solutions to dealing with barriers within the department.
• Conduct hiring, terminations and disciplinary action of employees. Conduct and monitors training of new hires. Coordinate work schedules to accommodate vacation schedules and other absences.
• Monitor issues and team activities, identifies recurrent and potential problems areas and devises and delivers solutions to enhance quality of service. Develop relationship with users to ensure high quality service excellence and to explain current, new and evolving ITS policies and procedures.
• Develops documents and establishes policies and strategies.
• Create and shares team and department weekly reports, including: KPIs, SLAs, call issues and identifies trends and problems.
• Provide coordination, technical advice, consultation, communication and training for new technology for the Institute, Support Center and other ITS Department staff. Review change management system entries and serves as focal point for communicating changes, outages, or similar alerts and notifications to users through various media such as MCO, email, etc.
• May provide department with a variety of data analysis and ad hoc reporting to ensure system integrity through the use of Banner, Argos, SQL Developer and other research and query tools.
• Make recommendations and assist ITS colleagues with issues related to strategies and communications.
• Administer ITS call logging software application, including assessing need for system reconfiguration. Re-configures system and performs software updates as needed. Serve as an escalation point for Service Desk and problems by analyzing, diagnosing and resolving issues.
• Relieve staff during shortages and high call volume times by responding to questions and resolving technical problems over the phone or utilizing network tools. Resolve password problems and assign users rights.
• Meet with ITS peers and colleagues to perform project planning, report on projects, and advise on operation issues. Work with staff to plan and design new and upgraded facilities. Coordinate assigned aspects of special projects to ensure projects proceed on schedule.
• Provide communications, advice, guidance, coordination, and training to both end user and technical staff. Participate in ITS, developmental or institute wide teams and committees. Maintain broad knowledge of state of the art technology. Maintain accurate records of work performed. Order supplies, hardware and software as necessary.
• Responsibilities may also require that the Supervisor work outside of normal business hours and be on call for the ITS Team.
• Performs other related duties as assigned.

• Bachelor's Degree and two (2) years related experience including one (1) year of supervision with extensive application support with MS Office and incident reporting software. ITIL working knowledge required.
• OR
• Associate's Degree and four (4) years related experience including one (1) year of supervision with extensive application support with MS Office and incident reporting software. ITIL working knowledge required.

• Hands-on experience with Microsoft Intune (device enrollment, compliance policies, configuration profiles, application deployment, and reporting)
• Strong working knowledge of Active Directory and Azure AD/Entra ID, including group policies, security groups, and identity lifecycle management
• Proven ability to lead and mentor desktop support teams, setting clear expectations and driving accountability