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Higher Ed Administrative Careers - Information Systems/Technology
ACADEMIC & INSTITUTIONAL TECHNOLOGY - WORKSPACE SERVICE MANAGER
Within Academic & Institutional Technology (AIT), under the supervision of the Director of Technology Support Services, the Workspace Service Manager provides leadership and operational management for the team that supports College owned employee computer hardware and software, campus printing, and user accounts and permissions. This includes desktop strategies, problem management, needs analysis, evaluation and recommendations of new technologies, and equipment standards.
Strategic Planning - 35% of focus.
Develops and executes long term plans for the successful management and support of workspace endpoint technology. This includes the identification and research of; future requirements, potential modifications, and advantageous upgrades, for computing systems which the customer utilizes in their day to day operations.
Develops and enforces policies and procedures to support the hardware and software that comprise the employee workspace, including their computers/tablets and peripherals, accounts and permissions, and printing.
Provides needs assessment and recommendations for the configuration and setup of equipment in the academic and administrative facilities.
Workspace Administration - 30% of focus
Coordinates with other departments and stakeholders on technical deployments, system upgrades, and maintenance outages that involve the customers technological workspace; so as to prepare for, and minimize the impact to the customer.
Oversees the inventory tracking process from the initial configuration and ordering, to deployment and maintenance, and finally retirement and disposal, of computers, peripherals, and printers. This includes maintenance of the monitored technology within the CMDB.
Oversees the ongoing development and maintenance of the AIT Service Catalog.
Participate in the departmental budget process, including providing recommendations for computing standards and monitoring expenditures for responsible budget lines.
Coordinates Problem Management efforts that address reoccurring incidents identified by the Service Desk.
Team Management - 25% of focus
Provides leadership and direction for the Workspace Support team, including the development of performance goals, training plans, and progress evaluations.
Ensure that the correct tools, technologies, standards and resources are utilized in order to meet the customers and college's needs.
Oversee the effective delivery of customer service focused support and troubleshooting for faculty and staff on the use of technology, computing systems, and software. This includes ensuring the team is prepared to act as an escalation point for the Service Desk who handles first tier support.
Perform other duties as assigned - 10% of focus
Review and update incident Management ticket queue to ensure prompt service. Provide follow up contact as well as thorough incident management.
Along with the Service Desk, this position will assist with ensuring the Incident Management system is functional for Incident Management, Change Management, and the CMDB. Will also assist with developing any requests for enhancements to the system so they could be contracted for service.
Maintain current skill set and knowledge in computing technology appropriate to computer hardware and software.
Other duties as assigned.
Bachelor's Degree in technical/project/academic field or equivalent.
Strong supervision and management skills with experience leading a diverse and technology focused customer service team.
Excellent Customer Service skills, including written and verbal communication skills and the ability to communicate with constituents at all levels of the college and with varying degrees of technical expertise.
Excellent Troubleshooting skills, with the ability to utilize debugging tools, critical thinking, problem solving, and research to connect disparate symptoms and identify the root cause of an issue.
Detail-orientated, with the ability to work independently, use initiative, and make sound decisions.
Experience with Project Management, including bringing projects in on time and on budget.
Maintain currency of skills and training related to workspace technology, customer service, and team leadership.
About Wheaton College
Wheaton College is an evangelical Protestant Christian liberal arts college whose faculty and staff affirm a Statement of Faith and adhere to lifestyle expectations of the Wheaton College Community Covenant. Wheaton is an equal opportunity employer committed to recruiting and retaining a diverse and talented workforce and student body. We encourage the expression of multiple perspectives within a Christian worldview, inside and outside the classroom. For more information about Wheaton College visit: http://www.wheaton.edu/welcome.
Additionally, Wheaton College aspires to provide a physically safe environment for students, staff, and faculty to learn and work. In support of this objective, the College requires background checks for final candidates, after an employment offer is extended. Employment is contingent upon successful completion of a background check.