Job Description - Manager, Computer Services
Description View created on 04/19/2015
Manager, Computer Services
Director, Systems Support
To manage both the ACC Help Desk for faculty and staff and the maintenance, installation, support, and supervision of the ACC network computer systems and peripheral equipment providing professional-level network support functions and customer assistance services.
Essential duties and responsibilities include the following. Other duties may be assigned.
Supervises and provides technical leadership, training, and guidance to assigned staff.
Oversees technical support activities assuring that users are given the needed information to utilize technology resources effectively and efficiently and that all issues are timely addressed and resolve.
Captures and reports statistics on customer issues, conducts research, follows up on user complaints, develops strategies to enhance end-user capacity, and makes recommendation to improve user satisfaction.
Configures and deploys upgrades and manages projects to improve college’s software as new technology emerges.
Assists or delegates requests from telecommunications for additions, moves, or changes/upgrades related to the organization’s Voice Over Internet Protocol (VolP) systems.
Maintains responsibility for Tier 1 troubleshooting support for networking services as well as assigning requests for service needed at various campuses.
Develops work plans, goals, and objectives that are focused on providing efficient coverage, service, problem resolution, and enhancing the user experience.
Ensures comprehensive documentation of operation guidelines and procedures and compliance with policies and regulations.
Conducts computer forensic investigations and electronic discovery requests as needed.
Must possess required knowledge and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
Customer service principles and practices.
Must possess required skills and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
Providing and encouraging excellent customer service.
Specific technical network/server/database certifications and programming languages may be required.
Reliable transportation for ACC District travel.