Manager of Technology Support

• Hire, direct, supervise and evaluate staff that provides support for instructional and administrative technology services. Participate in the hiring process for appropriate staff including identification of need and related qualifications.
• Develop project plans, schedules, reports, and manage activities. Provide multiple alternatives and scenarios to be considered in decision making.
• In coordination with departmental leadership, manage budgets with delegated authority. Manage vendor relationships, negotiate agreements, and determine maintenance contracts for applications or services. Prepare and submit information pertinent to the preparation of budgets ensuring fiscal responsibility.
• Communicate with faculty regarding their needs. Conduct planning and implementation to incorporate complex systems in line with departmental goals.
• Represent the department's operation and planning efforts as a member of the Academic Technology Committee and other forums as assigned.
• Plan, organize and provide support and development to faculty and staff related to the department's services and duties.
• Leads, trains, and supervises the activities of the IT Help Desk operations and support persons. Manage and route escalated work orders service requests.
• Consult with departmental and individual campus management and staff to identify and resolve complex problems and solutions related to IT services. Evaluate new products and implement solutions.
• In consultation with Instruction, advocate for appropriate implementation and use of instructional technology in the institutional and educational process and establish service level agreements.
• Analyze, recommend, and implement solutions to highly complex technical problems using industry standard practices to meet the academic and business strategic goals of the college.
• Recommend, manage, and execute cost-effective purchases and replacement programs for campus hardware and/or software service assets.
• Oversee and execute effective asset management and inventory control.
• Oversee and execute efficient, cost-effective, and environmentally-friendly surplus of decommissioned assets in accordance with applicable policy and procedure.
• Support faculty and student use of the College's computing labs and multimedia presentation spaces. Supervise Multimedia Support technician. Monitor budgets and supplies inventories. Manage relationships with vendors.
• Monitor the Student Pay-per-Print lab printing system. Propose changes when needed. Authorize student refunds and account corrections.
• Perform maintenance and upgrades on college-operated Instructional servers. Collaborate and coordinate with department staff for server and application software server installations. Monitor system health, and check event logs for failing services. Routinely examine performance monitor.
• Supervise PC setup, maintenance, and problem isolation for instructional and administrative computers. Supervise full-time support technicians, part-time support technicians, and student employees. Oversee creation and deployment of appropriate PC images.
• Problem Resolution and Training. Resolve escalated system and end-user problems and train technical staff on discovered resolutions. Write technical articles and procedures for IS staff. Write end-user and technical documentation. Develop and coordinate technical training plan and opportunities including on-site and online offerings.
• Ensure the availability and reliability of technology services in accordance with TCC's needs, including certifying that all equipment and programs are properly maintained, controlled, administered, and documented.
• Inform and implement applicable college information security policy outlining standards necessary for balancing college educational, business, and information security objectives.
• Assist in strategic and tactical planning, development, evaluation, and management of the information and technology systems and services for the college. Stay abreast of and anticipate technology trends, best practices, and needs.
• Establish and maintain a professional working environment that promotes teamwork and organizational values.
• Contribute to creating a safe, bias-free working environment, which engenders respect for differences and encourages inclusion.

Minimum Qualifications:

• Demonstrated success working effectively with ethnically and culturally diverse populations
• Bachelor's degree in business, information technology, computer science, computer engineering; Or an Associates degree and 2 years of relevant IT management work experience. *certifications will be reviewed and may substitute for the degree.
• Five (5) years of full-time increasing responsibility experience in an information technology department with;
• Three (3) years of full-time experience in supervision and responsibility over an area that reports to this position.
• Experience and knowledge of ITIL processes.

• Successful completion of a criminal history background check prior to employment

• Subject Matter Expertise in Information Technology.
• Strong oral and written language skills. Excellent presentation and communication skills. Comfortable communicating with all levels of personnel, up to senior level management.
• Effectively carry out work processes to achieve individual and organizational goals;
• Manage personal time and projects wisely; set priorities, make appropriate decisions to complete assigned tasks and solve problems efficiently and in a timely manner;
• Identify and understand issues, challenges, and learning opportunities; be proactive and strategic with solutions;
• Communicate promptly and responsively to the needs of the department and college community;
• Ability to direct, manage, and provide empathetic and timely customer service to students, faculty, staff, and community members in a higher education setting.
• Possess program and project management skills with the ability to plan, implement, manage, and evaluate complex programs and projects.
• Ability to communicate and relate well with diverse populations, students, faculty, staff, and the general public in a friendly, courteous, respectful, and professional manner. An appreciation of diversity and the benefits of a commitment to cultural awareness and sensitivity in the workplace.
• Ability to actively lead and participate on teams to advance the college towards the completion of shared goals.
• Ability to promote and maintain a healthy and positive work environment with collegial and cooperative work relationships.
• Ability to provide clear and ethical principles to decision making and use judgment and discretion in sensitive matters.
• Ability to perform well under pressure and engage in critical self-reflection and growth.
• Ability to represent the college effectively at all levels, both internally and externally.

All complete applications received by the priority consideration date will be reviewed by a screening committee.

Complete application packages must include the following:

1. Tacoma Community College online application.
2. Resume & cover letter describing how your educational background and experience align with the responsibilities and qualifications.
3. Copies of transcripts for all colleges and universities attended.
4. Diversity Statement: Tacoma Community College is committed to creating and supporting a multicultural climate that welcomes, fosters, respects, and celebrates diversity. Please attach a statement (maximum two pages) describing your experiences with other cultures and communities, your level of cultural self-awareness, and how you have integrated both experience and self-awareness into your living/working environment.