MARICOPA COMMUNITY COLLEGE DISTRICT JOB DESCRIPTION

TITLE: MANAGER TECHNICAL SUPPORT

GRADE: 15

JOB CODE: 0781

FLSA: EXEMPT

Job Summary

Manages the help desk, desktop support, and audio/visual personnel and provides service in solving complex operating problems with system related malfunctions, and automated systems. Develops corresponding business and technological strategies for problem solutions. Acts as a liaison with management in the development and maintenance of policies and procedures.

Scope

This position works in the area of information technology. Work contacts include administrators, faculty, staff and vendors. Equipment used includes standard office equipment and a variety of computer hardware and software.

Supervision Received

This position reports to an assigned administrator; receives general direction regarding routine and standard matters; specific instructions regarding non‑routine and sensitive matters.

Supervision Exercised

Depending on location/department, may supervise the positions of Help Desk Analyst, Audio/Visual Technician, Computer Maintenance Technician, Computer Equipment Technician, Computer Operator and/or other assigned staff. Assists in providing consultative direction to users of computer systems throughout the college.

Representative Duties

Manages, trains and reviews staff in their assigned functions; assists in the preparation of user requirements for complex changes in the existing systems or development of new systems; prepares and analyzes changes to existing procedures for user operating manuals; maintains liaison with all divisions and departments and field operations to keep abreast of policy and procedural changes; prioritizes work and ensures service level agreements are met; maintains liaison with outside vendors; reviews test results to ensure systems meet requirements; estimates and monitors project costs; performs related duties as assigned.

Knowledge and Abilities

Knowledge of: technical manuals and specifications; computer hardware and software for large computer systems, microcomputer, personal computers and workstations; educational and administrative computer applications; wide‑area network and local‑area network; network operating systems; telecommunications equipment.

Ability to: train and direct the work of assigned staff and prioritize work projects; write user documentation and manuals in easily understood terms; organize office procedures and maintain accurate records; evaluates project costs; prepare and monitor budgets; communicate effectively orally and in writing; establish cooperative working relationships with persons contacted in the course of performing assigned duties.

Training and Experience

Any combination of education, training and experience that provides the required knowledge and abilities. An example of this would be college coursework in information technology or a related field and/or experience in the use of information technologies including user support and customer service in a supervisory capacity.

Special Conditions of Employment

Working Conditions

Positions in this class may require prolonged monitor viewing. Some positions may require a Class D Driver’s License.

This class specification is intended to indicate the basic nature of positions allocated to the class and examples of typical duties that may be assigned. It does not imply that all positions within the class perform all of the duties listed, nor does it necessarily list all possible duties that may be assigned.