"Technical Support Supervisor"

Job Summary

Manage and coordinate HCC technicians regarding support for computers, software, and related technology used at multiple campuses/locations.

Manage and implement district-wide hardware distribution and asset management A/V integration, A/V replacement, and event support; coordinate and guide technician activities based on ServiceNow information.

Provide training and mentorship to all Campus Technology Technicians, monitor the day-to-day activities, and assign tickets or tasks to technicians. Technical Support Supervisors will also be assigned as project managers for specific college projects.

Work collaboratively with other IT departments and teams to deploy and install software and district-wide initiatives and develop enhanced processes. Provide customer support to meet instructional and educational needs throughout the district.

Function with a high level of integrity and focus on diversity, equity, inclusion and belonging.

ESSENTIAL FUNCTIONS

Provide supervisory management direction and guidance for assigned personnel in keeping with HCCs PEP process to include identifying job responsibilities, measurements, and results.

Work with CTS Managers and Supervisors to address individual staff orientation, training, coaching needs, and establish performance measures, goals, objectives for the entire team, and plan all work schedules to ensure regional coverage during all hours of operations.

Work collaboratively with Information Technology staff to support the college and meet departmental goals.

Specialize focus in one or more areas of Campus Technology Support with knowledge of the following:

• Onsite and offsite technical computer support for Executive Administration and support staff, board services, and foundation leadership.
• CTS asset management, asset inventory, asset distribution, and lifecycle replacement strategy throughout the district.
• A/V deployment, integration, project management, inventory, and lifecycle replacement strategy throughout the district.
• Review, manage and perform operational technical support assignments, and execute ServiceNow system administrative needs for CTS to meet SLA requirements.

Provide project management leadership, support, and budget analysis; may include working with vendors.

Document activities and workload using ServiceNow.

Recommend new processes and techniques for improved efficiencies.

Access to reliable personal vehicle for transportation to assigned site or location. May be required to obtain approval to be added to HCCs Risk Management Approved Drivers List, and drive an HCC-provided vehicle (car, van, or box truck).

May be assigned permanently or temporarily to any location district wide to provide technical support coverage as required.

May work hours outside normal business hours of operation, nights, weekends, and holidays.

Promote security awareness to customers through actions and advocacy.

Develop and maintain good working relationships with college executive teams, customers, and IT staff.

Work independently to achieve goals.

Perform other duties, tasks and assignments as required.

QUALIFICATIONS

Education & Experience

• Bachelors degree in Computer Science, Business or related field required
• 6 years related technology experience may be considered in lieu of required degree
• 5 years of work-related experience required
• Experience leading campus technology teams and projects preferred

Licensing & Certification

• Valid Texas Driver License
• Valid Vehicle Insurance
• ITIL Foundations preferred

Special Skills

• Proficient with Windows/Mac OS
• Proficient with MS Office 365 Suite
• Information Management Systems
• Project Management

Competencies

• Delivering High Quality Work
• Accepting Responsibility
• Serving Customers
• Supporting Organizational Goals
• Driving Continuous Improvement
• Acting with Integrity
• Thinking Critically
• Managing Change
• Communicating Effectively

Working Conditions

General Office. Must be able to perform all job requirements with or without reasonable accommodations; remain in a stationary position during shift; move items weighing up to 25 pounds; position self to operate job equipment; apply established protocols in a timely manner. Must access, input and retrieve information from technology devices; communicate with others to accomplish job requirements. May be required to work after hours to include weekends and holidays.