Manager, User Support Services, Customer Support

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

Manager, User Support Services, Customer Support

Please see Special Instructions for more details.

Please be advised that the college is unable to provide visa sponsorship for this position. Candidates must have authorization to work in the US without the need for employer sponsorship.

Position Information

Posting Number

Posting Number NC00893

Position Title

Position Title Manager, User Support Services, Customer Support

Division

Division Administration and Finance Division

Department Name

Department Name User Support Services

Position Type

Position Type Staff - Non Classified

Position Overview

The Manager, User Support Services, Customer Support helps students, faculty, and staff at Rhode Island College make effective use of the technology that supports learning, teaching, and daily work. Leading the IT Help Center’s staff and student assistants, this role oversees technical support, computer services, and audiovisual equipment for classrooms and campus events. The manager coordinates timely responses to technology needs, guides staff training, and plans equipment upgrades and replacements. Through collaboration across IT and the campus community, the position improves support services and helps shape future technology investments.

Primary Purpose

The Manager of User Support Services (Customer Support), will plan and manage technology, college applications and customer support methodologies in support of business office productivity, student learning and faculty teaching tools. The individual will also manage the operation and staff of the IT Help Center for media and client technology distribution; oversee the operation of help desk technology services and customer support, and the distribution and service of client technologies, classroom media, and audio/video equipment.

• Provide leadership and supervision to the Help Center support team consisting of full‑time staff and student support. Coordinate with other areas of the Information Technology Services department as necessary.
• 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.

Occasional Duties

• Stay abreast of advances in technology for help desk and audiovisual hardware, software and services.
• Work with vendors and other outside companies and agencies as needed.
• Perform other related duties as requested by the Director of User Support Services.

Required Skills, Knowledge, and Abilities

• 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.

Required Qualifications

• Experience: Six years’ experience working at a mid‑to‑large size information technology help desk including two years of experience in either of the following areas: overseeing or coordinating the activities of help desk staff; or serving as a project lead for major help desk initiatives.

Preferred Qualifications

• Master’s degree in CS, CIS , Engineering, or related discipline.
• Appropriate industry certifications.
• Significant team leadership and/or supervisory experience in information technology.

Does this position have Direct Reports?

Does this position have Direct Reports? Yes

Environmental Conditions

This position requires frequent lifting, moving, and/or installation of moderately heavy equipment (such as computers), audiovisual equipment, wiring and related work.

FLSA

FLSA Exempt

Salary Grade

Salary Grade 15NC

Full Time / Part Time

Full Time / Part Time Full-time

Proposed Starting Salary Range

Proposed Starting Salary Range $105,000 - $115,000

Work Schedule

Full‑Time, 35 hours per week.
Monday – Friday
8:30AM – 4:30PM
May be required to work outside of normal business hours based on departmental needs.

Full-time employees enjoy an array of benefits including:

• Health and Wellness – Medical, Dental & Vision
• Wellness Incentives and Rewards
• Paid time Off – Vacation, Sick & Holiday
• Disability and Insurance Benefits
• Education Benefits – Tuition waivers for RIC , CCRI & URI

Please be advised that the college is unable to provide visa sponsorship for this position. Candidates must have authorization to work in the US without the need for employer sponsorship.

EEO Statement

Rhode Island College is an equal opportunity employer. The institution does not discriminate on the basis of race, color, national origin, sex, disability religion, age, veteran status, or any other protected status under applicable law. Rhode Island College is committed to maintain a workplace and educational environment that supports equal opportunity, professionalism and respectful engagement for all community members.

Supplemental Questions

Required fields are indicated with an asterisk (*).

• * Do you have a Bachelor's degree?
  • Yes
  • No
• * Do you have six years of experience working at a mid‑to‑large size information technology help desk including two years of experience in either of the following areas: overseeing or coordinating the activities of help desk staff; or serving as a project lead for major help desk initiatives?
  • Yes
  • No

Required Documents

• Resume

Optional Documents

• Cover Letter

Rhode Island College
600 Mount Pleasant Avenue
Providence, RI 02908
[phone]
www.ric.edu