Information Technology and Instructional Media Manager
This position is a 12-month, management, exempt position reporting to the Director of Information Technology. The Department of Information Technology provides academic and administrative instructional media, computer, and communications support for the College. The Information Technology and Instructional Media Manager will lead and supervise instructional media and help desk personnel and provide strategic direction as well as the day to day oversight of the instructional media department, computer support services help desk and all audio/visual, hardware, and software products and devices required to support the teaching and learning experience and the user desktop computing environment. The incumbent will be responsible for managing, maintaining, and controlling all instructional media technology and equipment as well as the performance of computer support services to customers and ensure that service levels are tracked and customer expectations are met or exceeded. The Information Technology and Instructional Media Manager provides administrative support and supervision to diverse teams comprised of full-time, classified staff and part-time student workers. The teams are collectively responsible for providing first-line maintenance, control, and customer support of computer account provisioning and access, instructional media, and computer hardware, software, enterprise applications. The position requires responsibility for designing and delivering/conducting training programs to educate the organization’s instructional media and computer users about basic and specialized equipment and applications. This individual will work cross-functionally in the development and implementation of information technology and infrastructure projects.
Duties and Responsibilities
- Oversee Computer Support Services to ensure that computer support (student, faculty, administrative, and clerical populations) problems are resolved in a timely and effective manner; enabling users to access needed information and utilize technology resources effectively.
- Communicate effectively with customers and stakeholders to assess support needs, assist in the identification of technology and equipment needs, and respond to customer service concerns.
- Direct the instructional media and end user support services teams’ workflow and customer interactions.
- Manage the work schedule for the teams to ensure appropriate resource allocation.
- Create systems for responding to customer inquiries via telephone, online networks, and mail.
- Supervise, manage, train and develop teams of staff to ensure a high level of area proficiency and customer satisfaction.
- Plan and schedule levels of staffing according to departmental needs and anticipated volume.
- Establish and monitor service level targets/benchmarks and measure performance against those benchmarks.
- Evaluate, develop, provide, coordinate, oversee, and promote digital media services and instructional technology use and innovation in support of the teaching and learning needs of the college faculty, students, and staff.
- Act as a point of escalation to resolve complex issues and/or reassign cases to ensure rapid resolution to customer issues.
- Recommend and advise on the purchasing of all instructional, audiovisual, digital, and computing equipment and applications.
- Develop and provide schedules for the timely and proper replacement and updates for all instructional and computer equipment, hardware and software.
- Responsible for process documentation and process development.
- Measure and report on unit performance via metrics and indicators of service level activity and customer satisfaction. Provide regular help desk performance and utilization reports to departmental and College leadership.
- Analyze performance statistics on a weekly basis and provide recommendations for process improvement in support of team metrics.
- Track and analyze media and computer support issues, response and resolution rates to identify areas of need and create strategies to enhance end-user capacity and end-user reliance on IM and support personnel.
- Coordinate with and maintain relationships with cross-functional departments to ensure efficient operations.
- Partner with instructional departments and teams to develop and provide tutorials, guidelines, information, and support to faculty and students.
- Participate in the development and administration of the budget associated with digital media services and instructional technology; forecasts and recommends additional funds needed for expenditures.
- Develop and maintain comprehensive documentation.
- Responsible for organizing and conducting user-level training and overview for a variety of ever-changing instructional and computer equipment, systems and applications.
- Participate in departmental, divisional, and institutional assessment activities.
- Other duties as required.
Required Abilities, Skills and Knowledge
- Excellent supervisory and leadership skills.
- Excellent written and verbal communication skills.
- Ability to establish and maintain effective working relationships with internal and external clients/vendors.
- Ability to work independently under minimal guidance.
- Ability to troubleshoot hardware, software, digital media, and audiovisual issues.
- Ability to work under pressure and maintain composure and professionalism in an interrupt-driven environment. Must be able to multi-task.
- MCSE (Microsoft Certified Solutions Expert) with a specialization in Desktop. Infrastructure is preferred.
- Standard desktop support toolsets and applications as required.
- Current knowledge of digital media and instructional technology delivery methods, services, applications, theories, tools, principles, and methodologies.
- Knowledge of and ability to interpret and apply federal, state, and local policies, procedures, laws, and regulations.
- Knowledge of learning theories for the purpose of appropriate selection, development, and application of digital media services and instructional technologies.
- Knowledge of Windows and Macintosh desktop platforms.
- Knowledge of enterprise mobile messaging devices.
- Knowledge of antivirus products such as Sophos or McAfee.
- Knowledge of remote access solutions such as Cisco or Juniper a plus.
- VDI technologies such as Citrix Xenapp, VmWare View or other required packages.
- Implementation, deployment and support of help desk queue management software.
- Bachelor’s degree in computer sciences or related field required.
- 5+ years of relevant experience in the areas of instructional technology / digital media services and technical end user support services experience including at least 2 years of supervisory experience.
Experience in a higher education environment is highly preferred.
To apply, please submit the following application materials: cover letter, resume, and salary requirements to firstname.lastname@example.org . Please include IT Manager in the subject line.
Alternative Submission Method: Mail/Fax
Office of Human Resources Management
Dutchess Community College
53 Pendell Road
Poughkeepsie, New York 12601
DCC is proud to be a two-time recipient of the Poughkeepsie Journal’s Richard K. Wager Workplace Diversity Award, and encourages applications from minorities, veterans, the disabled and all others (AA/EOE).