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Job Title: Technology Support Services Manager

Department: Technology Support Services

Date: February 2006

Update: February 2007

A. PURPOSE OF THE JOB:

Direct, establish, plan, and implement the policies and procedures to support the organizations PC and technological support services. Manage the deployment, maintenance, support, and upgrade of servers, PC hardware/software/operating systems, and associated peripherals.

B. DUTIES:

Performs highly responsible administrative and complex technical supervisory work directing all activities associated with Technology Support personnel. Manages a group of exempt and non-exempt employees. Works under minimal supervision with broad latitude, requiring initiative, organizational skills, and independent judgment.

1. Major Duties: Incumbent is responsible for planning for, coordination of, and management of, the Technology Support Services of Texas A&M University-Corpus Christi. In performance of this duty, the incumbent:
a. Manages and coordinates Technology Support staff assignments and duties,
b. Supervises, performs, assists in, and follows-up on routine, advanced and specialized troubleshooting, maintenance and repair operations, installations, configurations and data transfers on computer hardware, peripherals and associated software, data communication equipment, data terminals and electronic equipment,
c. Configures computers, diagnoses, and resolves connectivity issues within local and wide area networks,
d. Reviews, evaluates, develops, implements, and modifies maintenance procedures to improve computer support,
e. Prepares and designs specifications, reviews bids, tests equipment, coordinates the faculty and staff evaluation and recommendation process; offers final vendor recommendation for all “Request for Offers” computer equipment and peripheral proposals,
f. Tracks, monitors, reviews, and documents vendors’ performance and adherence to contract specifications,
g. Identifies, tracks developments and specifications in, researches and tests, incorporates, and disseminates operation instructions; coordinates staff training in state-of-the-art technologies in computers, peripherals, and test equipment, and
h. Tracks and coordinates assignments for all equipment repair work orders and provides detailed work records, which outline the history of tests performance problems and repairs for each piece of equipment.
2. Occasional and subordinate duties: The incumbent is required to perform various operational duties such as:
a. Provide consultative and technical services, in general as a qualified manufacturer’s sales representative. Prepares requisitions and prepares inventory acquisitions of products and services,
b. Prepares, submits, verifies, and tracks requisitions for and inventories acquisitions of products and services, and
c. Coordinates student training and work assignments.

C. KNOWLEDGE AND SKILLS:

1. Education required: Graduation from accredited two year college or equivalent technical school.
2. Skills required:
a. Training and experience in fiscal and personnel management in a computer support environment,
b. Skill in the use of test tools and equipment for electronic, computer, and computer-related systems and equipment,
c. Ability to analyze equipment and resolve problems,
d. Ability to understand and follow instructions of a technical nature,
e. Knowledge of servicing procedures and repair techniques for various electronic, computer, and computer-related systems and equipment,
f. Ability to train and supervise other technicians,
g. Ability to thrive without close supervision,
h. Ability to exercise independent judgment and confidentiality in completing tasks,
i. Ability to effectively communicate and interact with faculty, staff, students, and vendors,
j. Extensive knowledge of PC/Mac computer hardware, peripherals, application software, and operating systems, including WINDOWS 95/98/2000/XP and Mac OS, and
k. Extensive knowledge of the university’s current computer applications and networks, including Office 97 though XP, GroupWise?, Ethernet Networks, Novell Netware, and Windows 2000 and 2003 Server.

D. FISCAL RESPONSIBILITY:

The incumbent is responsible for and has approval authority for the planning, preparation, implementation, and expending of the Technology Support Services budget. The incumbent is also responsible for the planning and implementation of other budgets within Computer and Media Services.

E. APPLICATION OF KNOWLEDGE AND SKILLS:

The most creative aspects of the job relate to the occasional duties such as computer systems project teams and communications infrastructure support to meet expanding academic and research requirements.

General issues to be dealt with are the basic management functions related to assuring the optimum mix of equipment, supplies, and personnel necessary to meet the demands of faculty, staff, and administration. Most issues are resolved internally to the department. Solutions are ascertained as either the result of the incumbent's experience, consultation with appropriate Media, Telecommunications and Computer Services staff, ad hoc' administration and/or faculty committees or a mix of all. The solution of long range planning for technical support sometimes requires consultation with the incumbent's supervisor, faculty members, and senior administrative officers and most particularly with departmental staff. Occasionally, short range problems related to support requests that do not seem to be in keeping with the best interests of the university must involve the incumbent's supervisor and other administrators.

F. SUPERVISION:

1. The incumbent has administrative authority over the Technology Support Services budget and personnel actions. This authority includes the approval of requisitions for business office processing for capital expenditures, operational expenditures, and, the authority to hire and fire student and State funded employees (in accordance with general university procedures). Generally the Technology Support Services budget and personnel operations are independent of direct supervision. Formal submission of the Technology Support Services budget is to the Assistant Vice President for Technology.
The incumbent is governed by all rules, regulations, and laws relating to the operation of a State funded department. Additionally, policies of the university and Computer Services govern and are enforced by the incumbent.
2. Supervision given others: The incumbent directly supervises the Technology Support Services staff and student workers.
Supervision given is both direct and advisory. Daily supervision of the employees listed above is maintained through observation, formal and informal meetings.

G. EXTENT OF PUBLIC CONTACT:

The incumbent is required to interact with all members of the university community, Texas A&M University System personnel, personnel in State regulatory agencies and members of the local community.

1. Within the university daily contact occurs with faculty, staff, and students.
2. Weekly and bi weekly contact occurs with senior administrative personnel (Assistant Vice President, Department Heads, and Business Coordinators).
3. Outside the university daily contact occurs with a wide variety of non-university personnel. Though not each day for each, typical contacts include a variety of vendors (city, state, outside the state, telephone, etc.), personnel from other state agencies and schools.