Strategy Manager - Client Technology Services - Bristol Community College

Bristol Community College; Fall River (MA); On-site; USD 89,000 - 94,000; Full time

Job summary

Bristol Community College in Fall River, MA, is seeking a Strategy Manager for Client Technology Services to lead evening tech support and oversee service delivery across campuses. You will coordinate help desk operations, supervise student workers, and drive improvements in IT service management, while promoting inclusive, collaborative teamwork within a diverse college community.

This full-time, benefits-eligible role offers a salary in the high $80k to low $90k range and a chance to influence

Qualifications

• Bachelor's degree in CS, IS, or related field; 3 years of relevant experience may be considered in lieu.
• Ability to coordinate technical activities or lead a support role.
• Strong knowledge of Windows desktop support, OS, and applications.
• Demonstrated strong customer service approach and ability to support a diverse user community.
• Strong interpersonal and communication skills for a diverse community.
• Availability for in-person engagement, including evenings and rotating campus schedule.
• Commitment to fostering an inclusive environment for students, staff, and faculty.

Responsibilities

• Manage daily help desk and field support operations during assigned shifts.
• Serve as primary contact for cross-department communication during evening hours.
• Work with the Director to determine productivity and performance standards.
• Monitor equipment effectiveness and quantity to ensure adequate support.
• Coordinate work prioritization and task distribution to meet standards.
• Provide operational guidance to technical staff and student workers.
• Participate in a rotating campus coverage model across all college locations.
• Review help desk activity and service metrics to drive improvements.
• Assist with incident coordination, escalation, and resolution.
• Coordinate staff coverage and shifts during evening operations to meet service needs.
• Contribute to system documentation, procedures, and knowledge base materials.
• Identify and recommend training needs for staff and student workers.
• Ensure training is executed and completed when assigned.

Skills

Lead support

Customer service

Communication

Resource planning

ITSM

Education

Bachelor's degree in CS/IS or related field

3 years of relevant experience may substitute for degree

Tools

Microsoft Intune

Ticketing systems

Device imaging systems

Job description

Bristol Community College is an exciting place to work, learn, and grow! Bristol is dedicated to fostering an inclusive environment with a rich diversity of beliefs, cultures, languages, abilities, and lifestyles. Committed to enriching its educational experience through a supportive community, Bristol actively encourages candidates of all backgrounds to apply and achieve our vision of advancing a vibrant, diverse community through education, learner by learner. If you share a passion for helping students succeed and enjoy working in a community of innovative, inclusive, and collaborative colleagues, Bristol is the place for you!

As a Commonwealth of Massachusetts employer, Bristol offers a comprehensive compensation and benefits package, including health, dental, life, long-term disability, retirement and paid time off (vacation, personal, sick, and holiday pay). We also offer tuition waiver discounts at the Commonwealth's public higher education institutions. More information can be found on our Benefits website .

Job Description:

POSITION TITLE: Strategy Manager - Client Technology Services
DEPARTMENT: Network, Security and Client Services
PRIMARY LOCATION: Fall River, MA
REPORTS TO: Director, Network Security & Client Services
POSITION STATUS: This is a full-time, non-unit professional position with benefits.
SALARY: $89,443.16 - $93,971.22 annually

STATEMENT OF DUTIES:

The Strategy Manager of Client Technology Services supports the Director in the operational execution of end-user technology support across the college. This role coordinates daily support activities and provides leadership presence during evening operations, ensuring consistent service delivery, customer service excellence, and alignment with departmental standards. The Strategy Manager supports help desk operations, organizes workflow, and contributes to continuous improvement efforts across the department.

ESSENTIAL FUNCTIONS, DUTIES, AND RESPONSIBILITIES:

• Manage daily help desk and field support operations during assigned shifts to ensure operations are functioning efficiently.
• Serve as the primary point of contact for cross-departmental communication, planning and partnerships as it relates to Client Technology Services during evening hours.
• Work in partnership with the Director of Client Technology Services to determine the productivity and performance standards of the department.
• Monitor and track equipment effectiveness and quantity to ensure the department is adequately supported.
• Coordinate work prioritization and task distribution to ensure service coverage meets the work standards set by the department.
• Provide operational guidance to technical staff and student workers.
• Participate in a rotating campus coverage model across all college locations.
• Review help desk activity and service metrics to strategize and recommend process improvements to better serve the college campuses.
• Assist with incident coordination, escalation, and resolution to meet the service standards set by the department.
• Monitor, recommend and implement approved operational processes and workflow improvements.
• Coordinate staff coverage and work shifts during evening operations to ensure all service needs are met.
• Contribute to system documentation, procedures, and knowledge base materials.
• Identify and recommend training needs for staff and student workers.
• Ensure training is successfully executed and completed when assigned.
• Assist with inventory tracking and technology deployment activities.
• Assist in coordinating classroom, event, and campus technology support activities.
• Assist with performance management, evaluations, and coaching within the Client Technology Services team.
• Promote a positive and inclusive work environment.
• Demonstrate professionalism and consistently reflect Bristol's core values while interacting with members of the college community.
• Additional duties as required by the Director of Client Technology Services or Senior Director of Network, Security, and Client Services.

Requirements:

REQUIRED QUALIFICATIONS:

NOTE: Unless otherwise noted, all required qualifications must be met by the date of hire.

• Bachelor's degree in computer science, information systems, or a closely related field. Three (3) years of relevant experience may be considered in lieu of a degree.
• Demonstrated ability to coordinate technical activities or function in a lead support role.
• Strong knowledge of Windows desktop support, operating systems, and applications.
• Demonstrated strong customer service approach and ability to support a diverse user community.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• Skill in organizing resources and establishing priorities.
• Knowledge of user support practices with a commitment to excellence in information technology service management (ITSM).
• Demonstrated sound judgment and the ability to operate within established guidelines.
• Availability for regular in-person engagement, including evening hours and participation in a rotating campus support schedule.
• The ability to foster an inclusive environment to support a diverse student body, faculty, and staff.
• The ability to work effectively with a diverse student body, faculty, and staff.

PREFERRED QUALIFICATIONS:

• Ability to troubleshoot a wide range of technical problems.
• Experience supporting help desk ticketing systems and analyzing service metrics.
• Basic understanding of network principles such as network segmentation, DNS, and DHCP.
• Experience supporting endpoint management and deployment technologies, including Microsoft Intune, and device imaging systems.
• Awareness of cybersecurity principles and best practices.
• Experience mentoring or guiding technical staff or student workers.
• Robust understanding and demonstrated inclusion of access, equity, and student success practices.
• Experience coordinating or managing technical operations, small technical teams, or independent technology service activities.
• Ability to communicate in a language in addition to English.

Additional Information:

Bristol Community College is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, national origin, sex, disability, religion, age, veteran or military status, genetic information, gender identity, or sexual orientation in its programs and activities as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and college policies. The College prohibits sexual harassment, including sexual violence. Inquiries or complaints concerning discrimination, harassment, retaliation, or sexual violence shall be referred to the College's Title IX and Affir