Job Summary
Towson University (TU) has earned distinction as both a top-100 public university and one of the nation's great colleges to work for. Located north of Baltimore, TU currently enrolls over 19,000 students and is the second-largest university in the prestigious University System of Maryland. Towson University fosters a climate that is grounded in respect to cultivating the intellectual and personal growth of the entire university community.
The Technology Support Desk Manager oversees support and operations for the Towson University Technology Support Desk in assisting the general campus community with technology related issue intake and resolution, OTS projects, and administration and development of technology Knowledge Base articles. This includes proactive coordination and collaboration for technology support services based on metrics, reports and engagement, developing and mentoring client relationships, continually realigning strategies for service delivery to a changing campus, and managing staff to achieve peak performance and professional growth.
As part of the Client Services leadership team, the incumbent will develop and institute a strategy for comprehensive client-focused service and support for new and existing technologies. Additionally, incumbent will lead research and development efforts related to technical support and manage client relationships required for successful adoption.
The position oversees the operations of 2 Service Desk Coordinators, 6 IT Support Specialists, 57 student technicians, and a rotating staff of non-exempt employees assigned from the Field Support team. Telework may be available for this position up to two days per week following the completion of 90 days of service in good standing.
Business processes, management and staff compliance:
Create, implement, and monitor effective, efficient business processes and workflows for the intake, escalation and resolution of client support requests.
Review and utilize defined metrics, reports and client surveys in maintaining customer service standards and promoting professional growth of staff.
As part of the Client Services leadership team, develop and institute strategies for client-focused support for new and existing technologies.
Track and audit active and archived service requests to ensure staff are following defined standards, policy, and procedures consistently.
Manage the Central Dispatch process for creating and routing Technology Support Requests.
Serve as the workgroup expert on the TechHelp issue tracking system.Direct staff in the creation of quotes for technology purchases.
Direct staff and student employees to assist with security compliance and lost or stolen computers.
Manage drop-off and security procedures for laptops and other mobile devices.
Oversee computer loan service, its inventory management and maintenance.
Schedule and ensure staff and student employees are trained and can provide general support for campus users (college and department technology coordinators, OTS staff, etc.) of systems, applications, resources, outages, and communications.
Participate in campus technology planning with other members of the OTS workgroups.
Support large orders, replacements, and upgrades for campus endpoint devices with OTS and campus partners.
Other duties as assigned or approved by the position’s supervisor.
Client Relationships:
Implement systematic engagement strategies to ensure two-way communication with constituent departments.
Produce communication and promotion plans that engage the campus in the increased awareness and use of software, resources and technology services.
Develop and conduct needs assessments for departments through in-person meetings, surveys, and metrics to create recommendations and a plan of action.
Oversee and ensure that support staff acting as a liaison for groups, programs, or departments are providing timely communications, guidance, resources and resolutions.
Collaborate, participate, and plan campus events to publicize, demonstrate, train, or share information to increase adoption of targeted technology products and services.
Organize and conduct meetings on technology and support issues with client departments.
Review and develop help articles for clients to find answers to common technology issues and questions.
Communications and information resources-strategy development and implementation.
Write, edit, and review technical, service, and support documentation and reference materials used by staff.
Ensure staff members remain up to date on changes, additions, and other updates to the OTS Knowledge Base.
Work with second- and third-level support providers to establish new procedures for handling particular problems, issues, and requests for support.
Prepare announcements and campus news bulletins for publication in the Daily Digest and other channels.
Meet and collaborate with OTS Change Management to develop new documentation and update existing documentation.
Ensure knowledge management and documentation is audited, stored and assessed, and located in minimum locations as needed for operational and procedure needs.
Escalation and support:
Serve as the point of escalation for problems or issues that require supervisor attention
Investigate service or support complaints and problems, communicate with those who are affected, and remediate issues with staff as appropriate
Ensure clients are kept in the loop for service requests and problem reports.
Resolve service requests directly for clients as staffing needs require.
Performance and quality assurance:
Assess staff and service performance; write and conduct performance reviews; analyze operational data and observe staff to ensure that FSHC service encounters (phone, chat, chat, e-mail, web-based, and walk-in) are addressed promptly and are resolved or sent to the appropriate individual or organization for research/resolution.
Track after-hours handling of client calls by ensuring they are using current support documents and self-help documents when working with our clients.
Staff training and professional development:
Identify knowledge and skill gaps among staff through direct observation or other means.
Ensure new staff are trained with up-to-date methods and standards of practice.
Monitor telephone calls and chat to aid in training, consistency, and adherence to standards.
Organize and conduct formal and informal training sessions and develop self-assessment tools tied to documentation, procedures, and other information providers are expected to know.
Oversee and assist with staffing and scheduling:
Direct staff to recruit and hire student employees and fulltime staff.
Monitor and organize coverage hours and appropriate staffing levels.
Work with coordinators and other managers to develop backup processes for covering peak and overflow conditions.
Review and approve timesheets.
Salary and Benefits
Targeted salary at $111,000 annually and full University benefits that include 22 days of annual leave, up to 17 holidays, personal and sick days; excellent health, life, and retirement plans; and
This position will be open for a minimum of 14 days. A cover letter and resume with your online application is required.
