IT Service Point Manager-Neilson

Description

IT Service Point Manager – Neilson

time type – Full time
job requisition id – R-202200924

If you have any questions about the position or our application process, reach out to us at recruiting-u@smith.edu.

Information Technology Services
Job Summary

The Neilson IT Service Point Manager oversees and directs the ITS services provided at Neilson Library Central Service Point (CSP), a highly visible, combined IT/Library Service Point. The successful candidate will lead a team of student workers in the delivery of a range of IT services and will have primary responsibility in creating an environment that supports excellent service delivery and a welcoming and supportive user experience. The Neilson IT Service Point Manager also serves as primary liaison with other areas of ITS on issues that impact the patron experience and service delivery at the CSP.

Take appropriate actions to support a diverse workforce and participate in the College’s efforts to create a respectful, inclusive, and welcoming work environment.

Minimum Qualifications (knowledge, skills, education, experience, certifications, licenses)

Associate’s Degree, required and preferably in a media production or technology-related field.

5+ years of experience in a service-oriented role.

2+ years of experience with supervising a team of 6 or more student or part-time workers (or 2+ FTEs), including hiring, training, and scheduling.

Practical experience providing technology support and/or digital media support.

Familiarity with Apple and/or Windows computers and settings.

Preferred Qualifications

Bachelor’s degree strongly preferred.

At least 2 years of experience in a role with oversight or programmatic responsibility for customer service delivery.

Direct management experience.

Practical experience providing end user desktop/client support (hardware/software) and strong troubleshooting skills.

Knowledgeable in the use and operation of digital media equipment (cameras, digital video cameras, audio recording devices.

Experience working in a library or in a higher education setting.

Experience working with individuals from diverse backgrounds.

Skills

Excellent written and oral communication skills.

Ability to provide end user support and troubleshooting on a variety of technology topics. Excellent computer and training skills with a strong aptitude to learn new technologies quickly.

Strong customer service orientation. Ability to exercise discretion and sound judgment in a customer service setting and maintain confidentiality.

Strong attention to detail and accuracy.

Ability to manage multiple tasks simultaneously and work effectively on multiple concurrent projects following project management best practices.

Demonstrated ability to partner with diverse teams and constituencies across campus and to work effectively with end users of varying technical knowledge to deliver solutions.

Please attach BOTH a current resume and a cover letter in order for your application to be considered for this position . Be sure you have provided all attachments before submitting your application.
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