Reporting to the Service Desk Manager, the Technology Services Office Manager oversees the creation of identification cards and computer accounts, provides direct interactions with customers and manages the day-to-day operations of the Technology Services Office.
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Supervises a team of student assistants responsible for the daily operations of the office.
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Recruits, trains, schedules, mentors and evaluates student employees.
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Serves as the primary escalation point for complex issues and customer concerns.
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Oversees the creation and assignment of university identification cards and computer accounts, troubleshoots credentialing system issues and ensures the accurate maintenance, storage and retention of request forms and other documentation.
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Provides frontline technical support to students, faculty and staff by responding to inquiries and resolving issues related to personally owned computer hardware and software.
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Communicates through multiple media such as phone, email, Microsoft Teams and in-person interactions.
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Utilizes established troubleshooting methodologies to analyze, diagnose and resolve technical problems.
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Recommends preventative measures and best practices to minimize future issues.
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Completes assigned service requests in a timely manner, ensuring accurate documentation and effective resolution of customer issues.
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Monitors and administers the university’s cybersecurity awareness training program.
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Assigns required training through the designated cloud-based learning platform.
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Tracks completion rates and ensures compliance with established policies and deadlines.
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Implements follow-up procedures for overdue training.
To apply go to https://winthrop.peopleadmin.com/postings/22420.
Telecommuting: Employees are not eligible for telecommuting/remote work during their 12-month probationary period. After that time, certain positions may be eligible for telecommuting/remote work at the discretion of the supervisor and in accordance with Winthrop policies.
