Job: Technology Support Supervisor - IT

Summary: Manage the resources of the department and supervise staff in order to provide support and maintenance for computer, networking, and telephony equipment across the organization. Responsible for executing Operating and Capital budgets of the areas of responsibility for which the Supervisor is accountable including engaging is strategic planning and implementing technology initiatives and establishment of policies and procedures to ensure maximum connectivity throughout the virtual campus.

Incumbent must assure that the EDMC philosophy: quality services to clients; development, growth, involvement, and recognition of employees; sound economic principles; and environment which is conducive to innovation, positive thinking and expansion - is considered in carrying out the duties and responsibilities of this position.
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Key Job Elements:
1. Manage Level one and two computer technicians. Assist the technology staff in prioritizing their workload. Obtain the tools, materials and training to enable them to perform at optimal levels. Provide informal feedback on day to day performance, as well as, conduct PPARs. Work with the DOT to hire and train new and replacement technicians.

2. Manage administrative computing. Monitor all open work orders, Vmail, Email and Hallway encounters for reports of problems and requests for assistance from faculty and staff. Prioritize these reports and requests and integrate them into the department’s workflow.

3. Manage administrative networks. Monitor network server operations, COMM closet operations and network traffic to assure maximum connectivity though out the organization.

4. Serve as Computer Technician as needed.

5. Execute the Capital Budget and the Operating Budget process for classroom and administrative technology. Consolidate wish lists from all constituents. Qualify and quantify the equipment required to satisfy their requests. Meet with executive management to establish priorities. Manage the rollout of the new equipment.

6. Establish policies and procedures to provide outstanding customer service. Monitor their effectiveness and make modifications as needed.

7. Engage in strategic planning. Work with DOT and staff to evaluate the operations of the department and computing technology as a whole in order to optimize functionality across the campus. Work with DOT, academic department directors and executive committee to implement new programs that require technology.

8. Implement EDMC technology initiatives as needed. Work with Central Services on projects and support.

9. Demonstrate a commitment to ones profession by further education or attending advanced training towards certification, and attending vendor sponsored seminars and forums. Keep abreast of IT news, developments and trends via news forums and periodicals.

1. Knowledge:

a) Bachelor degree with a major in the related field of Computer Technology or equivalent experience.
b) Experience working with DNS, Domain Name purchases/renewals, SSL Certificates purchase/renewals and installation.
c) Extensive experience configuring/troubleshooting Microsoft IIS services, including SMTP, Application Pools, and IIS creation.
d) Basic datacenter operations and knowledge, including cabling, UPS, Fire Suppression, and racks.

2. Skills:
a) Demonstrated managerial and leadership skills
b) Networking skills including physical layer, protocol stacks, and application layer
c) Experience and knowledge of Windows Server, Windows XP/Vista, Mac OSX
d) Desktop and Server imaging.
d) Experience and knowledge of Telecom systems, traditional PBX and VoIP technologies.
e) Extensive hardware experience; server, telecom, desktop technologies, and networking.


3. Abilities:

a) Demonstrated ability and experience to troubleshoot and maintain PC and Apple hardware platforms including server configurations