The Technology Support Manager reports directly to the Director of Technology Services and will provide technical assistance and resolve computing problems to all Technology Services client areas of ASC.

The Technology Support Manager will be responsible for:

• Supervision of all Technology Support Technicians, Instructional Technology Support Technicians and the Helpdesk Supervisor.
• Create performance programs and evaluations for all technicians annually
• Maintain a comprehensive, up-to-date, database of faculty, staff, and laboratory computers. This includes location, office, user, CPU/Speed, memory, technician, date installed, estimated replacement date, operating system, patch level, serial number, and MAC address.
• Maintain a comprehensive list of licensed software used on campus by faculty, staff and students
• Review and monitor work orders to ensure response time is within the Help Desk priority guidelines. Follow-up with the assigned technician on uncompleted work orders until they are resolved. Ensure work is evenly distributed among technical staff and reassign work when necessary. Follow up with clients to make sure they have received appropriate, professional quality service.
• Provide a plan to maintain hardware and software on the campus, to install and upgrade campus standard software and operating systems as well as other software packages requested by the clients.
• Meet with technician staff and client areas to analyze requirements and suggest practical ways to improve existing equipment or to replace with new (hardware or software) helping to achieve the goals of the campus.
• Coordinate projects with Networking/Systems staff, technicians, student technicians and clients. Develop a schedule of projects to be completed during the various timeline of the school year.
• Initiate research and testing of new hardware and operating systems and develop ways to implement them into existing systems.
• Manage resources and supplies used by technicians in their client areas, maintain an up-to-date parts inventory list and provide a listing of parts, software and equipment to be ordered.
• Monitor computer equipment related to technician functions to ensure they have been properly secured and have all the information that needs to be accessed such as images, software and drivers.
• Prepare documentation for installations, configurations and troubleshooting procedures. Store documents in a secure location that is readily available to staff.
• Prepare agenda, schedule, and conduct regular Client Service and Instructional Technology meetings. Ensure meeting minutes are taken and that meetings are orderly and follow the agenda. Meeting minutes will be distributed within one week of the meeting to Technology Services staff.
• Maintain a team atmosphere among all members of Technology Services. Assist in solving difficult problems and in resolving disputes
• Encourage technical staff to continue their professional development and to achieve personal goals, thus improving their job performance and their contribution to the campus community.
• Continue professional growth by participating in conferences, workshops, committees and other educational opportunities.
• Develop goals and strategic plans for the Help Desk and Technology Support Technicians and integrate into departmental goals and help Technology Services achieve these goals.
• Be visible to campus clients. Make regular visits to client offices to discuss ways that Technology Services may assist them.
• Develop, coordinate and deliver timely and appropriate training for clients using printed materials, 1:1 training, focus group training and general session training.
• Administrate Technology Services Loaner Laptop Program.
• Administrate the laptop self-maintainer programs for Alfred State College. This includes service repairs, accounting and record-keeping, quality control, and ongoing upgrading of skills.
• Leadership in providing audiovisual and multimedia support for classrooms, administrative staff, individual projects and campus events.
• Leadership in providing streaming services to the campus community.
• Leadership in providing the appropriate multimedia hardware and/or software and the training necessary for use by faculty, staff and students.
• Leadership in research of new classroom presentation technologies; coordination with vendors, Facilities Services, and all appropriate resources for development, purchasing, construction and application of new technologies and upgrades for classrooms and presentation areas.
• Documentation of media system installations and their proper use; documentation of internal processes in Instructional Technologies.
• Work with procurement using e-procurement to purchase hardware and software as required.
• Work with staff on ITIL trainings and certifications

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Minimum Qualifications: Bachelor's degree in a computer related field. Experience in a Client Service environment.

Preferred Qualifications: Bachelor's degree in a computer related field along with supervisory experience in a Client Service environment. Knowledge of SCCM and ITIL. Knowledge in audiovisual, video conferencing and multimedia systems. Knowledgeable in Microsoft Endpoint Protection.

Alfred State College hereby advises students, parents, employees, and the general public that it offers employment and educational opportunities, including career and technical educational opportunities, without regard to an individual's race, color, national origin, religion, creed, age, disability, sex, gender identity, gender expression, sexual orientation, familial status, marital status, pregnancy, predisposing genetic characteristics, military status, domestic violence victim status, or criminal conviction. Employees, students, applicants, or other members of the college community (including but not limited to vendors, visitors, and guests) may not be subjected to harassment that is prohibited by law or treated adversely or retaliated against based upon a protected characteristic.

Alfred State policy is in accordance with federal and state laws and regulations prohibiting discrimination and harassment. These laws include the Americans with Disabilities Act (ADA), Section 504 of the Rehabilitation Act of 1973, Title IX of the Education Amendments of 1972, Title VII of the Civil Rights Act of 1964 as Amended by the Equal Employment Opportunity Act of 1972, and the New York State Human Rights Law. These laws prohibit discrimination and
harassment, including sexual harassment and sexual violence.

Grievance procedures are available to interested persons by contacting either of the compliance officers/coordinators listed below. Inquiries regarding the application of Title IX and other laws, regulations, and policies prohibiting discrimination may be directed to:

Matthew Ryan
Chief Diversity Officer and Title IX Coordinator
Alfred State College
10 Upper College Drive
Alfred, NY 14802
ryanmj@alfredstate.edu
Phone 607-587-4076

All applicants are subject to a criminal, employment, and educational background check.