IT Help Center Manager, User Support & AV Services

Rhode Island College; Northern (KY); Hybrid; USD 105,000 - 115,000; Full time

Benefits offered by this job

Health benefits

Wellness incentives

Paid time off

Job summary

Rhode Island College in Providence, RI, is seeking a Manager, User Support Services, to lead the IT Help Center and oversee the delivery of technical support, classroom media, and client technology services. The role drives staff development, equipment planning, and process improvements to support teaching and campus operations.

The position oversees desktop and AV equipment, guides training, and collaborates across IT and campus to enhance end-user support and technology investments, within a

Qualifications

• In-depth knowledge of application software and hardware used to support a college environment.
• Ability to organize, coordinate & direct and assess support staff.
• Ability to interpret institutional policies, plans, objectives, rules and regulations and communicate the interpretation to others.
• Ability to communicate effectively (verbally and in writing) and possess strong interpersonal skills.
• Demonstrated continuous professional development.
• Technical and interpersonal problem-solving skills.
• Ability to translate concepts into technical solutions.
• Demonstrated understanding of the workflow and process requirements of business units related to applications.
• Demonstrated ability to provide outstanding customer service, be a good listener and work well with a diverse group of customers and IT.
• Demonstrated ability to be the subject matter expert in supporting, maintaining, and administering complex applications.
• Excellent problem solving/analytical skills, knowledge of analytical tools, and complex troubleshooting methods.
• Excellent verbal and written communication skills.

Responsibilities

• Provide leadership and supervision to the Help Center support team consisting of full‑time staff and student support.
• Plan and manage the day‑to‑day operation of the help desk and media and technology services. Manage the recruitment, scheduling, training and supervision of IT Help Center staff and student assistants.
• Plan and manage installation, repair and maintenance of desktop and mobile computers and peripherals.
• Provide strategic, budget/fiscal and technology planning for instructional support initiatives.
• Manage distribution and end‑user support of audio, video, and multimedia equipment in classrooms and during campus events.
• Oversee and schedule the systematic replacement cycle for computer hardware, peripherals and audiovisual equipment.
• Evaluate and analyze customer requirements for services.
• Maintain an accurate and up‑to‑date inventory of hardware, software, vendor warranties and licensing agreements.
• Maintain and configure application software for help desk/audiovisual services management (e.g. call center/help desk tracking system, audiovisual scheduling, system configuration, remote access, asset mangement, etc). Utilize system tools for data analysis and reporting.
• Coordinate training for Information Services staff for help desk and audiovisual system software for help desk ticketing, asset management, etc.
• Monitor the status of all help desk tickets and coordinate with other groups within Information Services to ensure that end user requests are answered and/or forwarded to an appropriate staff member.
• Provide basic end user support for supported software applications.
• Develop and maintain documentation.
• Provide distribution, consultation and troubleshooting for hardware and software problems related to computer hardware, peripherals, audio, video, videoconferencing and multimedia equipment and software.
• Participate in college committees and working groups to promote best practice use of information technology in administration and instruction.
• Perform the duties of a Lead Information Technologist.

Skills

Staff leadership

Customer service

Staff training

Problem solving

Communication

Education

Master’s degree in CS/CIS/Engineering

Job description

Rhode Island College in Providence, RI, is seeking a Manager, User Support Services, to lead the IT Help Center and oversee the delivery of technical support, classroom media, and client technology services. The role drives staff development, equipment planning, and process improvements to support teaching and campus operations.

The position oversees desktop and AV equipment, guides training, and collaborates across IT and campus to enhance end-user support and technology investments, within a