Manager – IT Client Technology Support - 999172 (Tampa)

Nova Southeastern University; Clearwater (FL); On-site; USD 85,000 - 110,000; Full time

Job summary

Nova Southwestern University in Clearwater, FL, is seeking an experienced Technology Support Supervisor to lead a university-wide hardware and software support team. You will supervise staff, coordinate installation and maintenance, and ensure timely resolution of complex technical issues for students, faculty, and staff.

The role requires strong leadership, advanced knowledge of Windows, macOS and Linux, and the ability to develop training programs.

Qualifications

• Bachelor's degree and at least 5 years of tech support experience.
• Minimum 3 years in a supervisory role.
• Experience with Windows, macOS and Linux.
• Strong customer service and communication skills.

Responsibilities

• Plans, directs, and supervises staff, including hiring and evaluation.
• Approves payroll time-keeping entries in payroll system and maintains attendance records.
• Oversees repair and service of computer equipment.
• Develops and delivers training for technical staff.
• Completes special projects and supports ATP development.

Skills

Complex problem solving

Leadership

Troubleshooting

Staff supervision

Customer service

Networking fundamentals

Education

Bachelor's degree in Computer Science or related field

Job description

We are excited that you are considering joining Nova Southwestern University!

Nova Southwestern University (NSU) was founded in 1964, and is a not-for-profit, independent university with a reputation for academic excellence and innovation. Nova Southwestern University offers competitive salaries, a comprehensive benefits package including tuition waiver, retirement plan, excellent medical and dental plans and much more. NSU cares about the health and welfare of its students, faculty, staff, and campus visitors and is a tobacco-free university.

We appreciate your support in making NSU the preeminent place to live, work, study and grow. Thank you for your interest in a career with Nova Southwestern University.

Primary Purpose

Contributes to NSU student success and academic excellence by providing technical support services to students, faculty, and staff in the use of technology available at the university to include installation, configuration, maintenance and support of hardware and software for university wide facilities at multiple locations on and off campus. Position has the responsibility of supervising staff.

Job Category: Exempt

Pay Basis: Annually

Essential Job Functions

• Plans, directs, supervises, and coordinates work activities of subordinates and staff, including hiring, coaching, evaluating, and terminating.
• Approves employees’ time-keeping entries in payroll system and maintains attendance records.
• Provides escalation path for installation, configuration, maintenance and support of hardware and software to ensure challenging technology issues are resolved in a timely manner.
• Oversees the repair and service of computer equipment.
• Determines need for installation and upgrades of existing hardware and software.
• Disseminates/delegates work orders and assigns to appropriate staff to resolve any hardware/software problems.
• Delivers/communicates departmental operating functions, including policies and processes.
• Oversees and facilitates the repair of university technology hardware and software with university vendors.
• Recommends the need for upgrade of existing hardware and software.
• Utilizes approved university software to monitor and track technicians’ productivity and success.
• Assists with the ongoing development of the department's Annual Technology Plan (ATP).
• Resolves complex technical issues and contributes to the departmental knowledge base.
• Develops and delivers training for technical support staff with emerging technologies.
• Completes special projects as assigned.
• Performs other duties as assigned.

Job Requirements

Required Knowledge, Skills, & Abilities: KNOWLEDGE:

• Computers and Electronics – Advanced knowledge of computer hardware and software, including applications and programming.
• Advanced knowledge in the use and function of operating systems including but not limited to Windows, Macintosh and Linux.
• Advanced knowledge in the use and function of mobile devices including but not limited to Windows, iOS and Android.
• Advanced knowledge and proficiency with Microsoft Operating Systems, including client and server platforms.
• Advanced knowledge of enterprise-level tasks.
• Knowledge of videoconferencing and digital media technologies.
• Customer and Personal Service - Thorough knowledge of principles and processes for providing customer and personal services. This includes needs assessment, meeting quality standards for services, and evaluation of user satisfaction.

Skills

• Complex Problem Solving – Advanced skills in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Advanced skills and knowledge to effectively lead technical support functions not limited to the installation, configuration, maintenance and support of hardware and software at facilities on or off campus.
• Critical Thinking - Advanced skills in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Instructing - Proficient skills in teaching others how to do something.
• Technology Design - Proficient skills in generating or adapting equipment and technology to serve user needs.
• Active Listening – Advanced skills in giving full attention to what other people are saying, taking time to understand the points being made, and asking questions as appropriate.
• Troubleshooting - Advanced skills in determining causes of operating errors and deciding what to do about it.
• Management of Personnel Resources - Advanced skills in motivating, developing, and directing people as they work.
• Leadership skills to lead and develop a team.

Abilities

• Ability to initiate, build, and maintain relationships within and outside the University.
• Ability to resolve complex technical problems with proficient knowledge of hardware and software.
• Ability to adapt to new technologies quickly and resourcefully to provide technical support.
• Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.
• Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (including finding a relationship among seemingly unrelated events).
• Ability to lift, push, and pull objects weighing up to 50 pounds and to climb ladders, if required.

Physical Requirements And Working Environment

• May be required to lift, push, and pull objects weighing up to 50 pounds and to climb ladders.
• Speech Recognition - Must be able to identify and understand the speech of another person.
• Speech Clarity - Must be able to speak clearly, so others can understand you.
• Near Vision - Must be able to see details at close range (within a few feet of the observer).
• Travel - Must be able to travel on a daily and/or overnight basis.
• May be required to work nights or weekends.
• May be exposed to short, intermittent, and/or prolonged periods of sitting and/or standing in performance of job duties.
• May be required to accomplish job duties using various types of equipment/supplies, to include but not limited to pens, pencils, and computer keyboards.

Required Certifications/Licensures: Current and Valid Florida Driver's License with no more than three (3) points

Required Education: Bachelor's Degree

Major (if required): Computer Science or technology related field.

Required Experience: 1. Minimum five (5) years of direct technology support experience with a variety of systems and technologies or experience with supporting online and web applications environments and applications.

• Minimum three (3) years in a supervisory role.

Preferred Qualifications

Master's Degree.

• Microsoft Certified IT Professional: Enterprise Administrator.
• Apple Certified Support Professional.

Is this a safety sensitive position? No

Background Screening Required? Yes

Pre-Employment Conditions

Sensitivity Disclaimer: Nova Southwestern University is in full compliance with the Americans with Disabilities Act (ADA) and does not discriminate with regard to applicants or employees with disabilities and will make reasonable accommodation when necessary.

NSU is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status or any other legally protected status.