What are the responsibilities and job description for the Client Support Manager position at North Carolina A&T State University?
Classification Information
Classification Type
EHRA
Position Overview
Primary Purpose of Position
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 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)
Position Information
Working Title
Client Support Manager
Position Number
003004
Recruitment Salary Range
Commensurate with education and experience
FLSA
Exempt
Appointment Type
Permanent - Full-time
Tenure Track
No
FTE
40 hours/week, 12 months
If Time Limited, Appointment Length
Organizational Division
Client Technology Services
Organizational Location
VC for Info Tech Services
Organizational Unit
Client Technology Services
Posting Detail Information
Posting Number
EPA2249
Open Date
07/05/2024
Close Date - for postings that do not use Open Until Filled
Open Until Filled
Yes
Open Until Filled Minimum Application Period Postings: Positions remaining posted after this date are continuing to accept applications, but may close at any time. Applications received by this date will receive full consideration, applications received after this date may receive consideration depending upon the status of the search
07/26/2024
Date Position Available
July 1, 2024
Special Instructions to Applicant
Applicants to this posting will also be considered for Position 002019.
You must complete and submit an electronic application for employment to be considered. Resumes will not be accepted in lieu of completing an electronic application. Applicants seeking Veteran’s Preference must attach a DD 214 form. Certificate of Release or Discharge from Active Duty with your application during the process of applying to the job posting. Final candidates are subject to criminal and sex offender background checks. North Carolina A&T State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. North Carolina A&T State University is an Equal Opportunity and Affirmative Action Employer. No one who applies or seeks employment will be denied admission to or employment at North Carolina A&T State University on the basis of race, religion, color, national origin, sex, age, disabling condition, veteran status, political affiliation, genetic information or sexual orientation and sexual identity.
Employee Benefits available to NC A&T State University permanent employees include the following and more:
You must complete and submit an electronic application for employment to be considered. Resumes will not be accepted in lieu of completing an electronic application. Applicants seeking Veteran’s Preference must attach a DD 214 form. Certificate of Release or Discharge from Active Duty with your application during the process of applying to the job posting. Final candidates are subject to criminal and sex offender background checks. North Carolina A&T State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. North Carolina A&T State University is an Equal Opportunity and Affirmative Action Employer. No one who applies or seeks employment will be denied admission to or employment at North Carolina A&T State University on the basis of race, religion, color, national origin, sex, age, disabling condition, veteran status, political affiliation, genetic information or sexual orientation and sexual identity.
Employee Benefits available to NC A&T State University permanent employees include the following and more:
- Accrued Vacation and Sick Leave for Eligible Employees
- Community Service Leave
- Blue Cross Blue Shield of NC – Health Benefits
- NCFlex – Vision, Dental, Flexible Spending Account, Life Insurance and more
- 12 Paid Holidays
- Teachers and State Employees Retirement System (TSERS)
- Optional Supplemental Plans – 401k, 403b, 457b and 457
- Employee Assistance Program (EAP)
- Campus Recreation Center Discount
- University Bookstore Discount
This position may be eligible for a remote or hybrid work arrangement, consistent with university and state policies. N.C. A&T employees are generally required to reside in North Carolina, within a 2-hour commuting distance of their assigned duty station.
Quick Link
https://jobs.ncat.edu/postings/33548
