Neilson IT Service Point Manager | #education | #technology | #techjobs


Information Technology Services


Direct IT support at the combined IT/Library Service Point in Neilson Library, including supervising student
staff.  Oversee the ITS equipment loan program.  Participate in ITS and Library services delivery teams and coordinate with other services
areas in the Library and ITS. Act as the primary liaison with other areas of ITS on issues that impact the client experience or service
delivery at the Neilson Service Point.

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

Essential Functions

Oversight of
IT Support at Neilson Service Point

Direct the day to day delivery of IT services and support at the Neilson Service Point. 
Instruct student workers and other service point personnel in the handling of IT service requests.  Monitor completed and open tickets to
ensure they are properly resolved, and provide feedback to personnel as needed. 
Provide direct support to end users as needed,
including the trouble escalation process. Act as triage point to escalate tickets to other areas of ITS as needed.

of Student Staff

Responsible for hiring, training, scheduling and supervision of ITS student staff supporting the Neilson
Service Point.

Equipment Loan Program 

Oversee a pool of digital media and computing equipment for loan. 
Maintain Loan Equipment Inventory; responsible for ensuring that processes and practices for maintaining, loaning and returning equipment
are followed and assist in the refinement of process and practices as needed; conduct weekly equipment checks, replace any
worn/broken/missing equipment and accessories, track late equipment returns, revoke borrowing privileges of clients as needed.

Other Functions

Coordination and Planning

Act as the liaison between the Neilson Service Point and
other groups within ITS for developing support procedures and escalating trouble tickets.  Coordinate service delivery and maintain
connection with other service delivery areas in Neilson.  Perform other duties within the ITS User Support Team and ITS, as appropriate,
including continuous improvement of customer service.  Attend classes and conferences to remain informed about changes in technology and
resources, which could assist the Help Desk in supporting the needs of the college.
Participate in IT service management protocols, IT
operational, strategic and organizational development planning, and annual and multi-year budget processes.  Act as a partner to ITS and
campus stakeholders, developing trust and credibility as an individual and on behalf of the ITS organization.

All employees are
expected to participate in the College’s efforts to create a respectful, inclusive, and welcoming work environment.

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

Bachelor’s Degree and 3 – 5 years work
experience in an Information Technology support position, or an equivalent combination of education and work-related experience.

Experience working with individuals from diverse backgrounds.

Preferred Qualifications

Supervisory experience

Experience in managing a computer base of greater than 500 systems using enterprise-level desktop management systems. 
Experience with hard disk imaging software and DEP deployments.  Experience managing computer systems within a Higher Education environment.
Five (5) years or more experience with Active Directory, including group policy administration.  Experience managing vendor relationships. 
Demonstrated understanding and experience with TCP-IP networking.  Practical experience in trouble-shooting client software issues and
Project Management. Knowledge of network print servers, configuration and management.  Familiarity with iOS and Android.


Excellent computer and customer service skills.  Strong communication skills, strong attention to detail and
accuracy; Ability to work effectively on multiple concurrent projects; good judgment; discretion and ability to maintain confidentiality;
demonstrated ability to partner with diverse teams throughout an organization and to work effectively with end users of varying technical
knowledge to deliver solutions; ability to manage multiple tasks simultaneously; strong troubleshooting skills; excellent training skills
and strong aptitude to learn new technologies quickly.

Additional Information

Although this position will typically
operate under the College’s regular business hours, there will occasionally be a need to cover evenings or weekends.

Successful ITS
managers and directors are known for leading teams that demonstrate effective project and service delivery, consistent adoption of new and
emerging organizational practices, effective collaboration and communication across organizational boundaries, and timely and effective
follow through. They are known for dedicated pursuit of successful IT outcomes for our campus communities and for leading their teams to get
the right work done well. 

All successful ITS staff are known for effectively applied expertise, thoughtful attention to detail,
timely and appropriately calibrated follow-up, proactive and constructive problem-solving, openness to new approaches, and for building
effective partnerships and trust within ITS, across the College and (where relevant) with external partners. 

Please attach
BOTH a current resume and a cover letter in order for your application to be considered for this position . You may combine
your resume and cover letter into a single file or attach multiple files to your application, but BE SURE you have provided all attachments
BEFORE SUBMITTING your application.

You will NOT be able to attach additional files after you have hit the Submit

Review of applications will begin

July 5, 2021

About Smith College

in Northampton, MA, Smith College is one of the largest women’s colleges in the country and is dedicated to excellence in teaching and
research across the liberal arts.  A faculty of outstanding scholars interact with students in small classes, as advisors, and through
student-faculty research projects. The College is a member of the Five College Consortium with Amherst, Hampshire and Mt. Holyoke Colleges,
and the University of Massachusetts Amherst. Students cross-enroll and faculty cross-teach across the Five Colleges.

Smith College
is an Affirmative Action/Equal Opportunity employer and does not discriminate on the basis of race, gender, age, color, religion, national
origin, disability, sexual orientation, gender identity and expression or veteran status in the recruitment and employment of faculty and
staff, and the operation of any of its programs and activities, as specified by all applicable laws and regulations. Women, minorities,
veterans and individuals with disabilities are encouraged to apply.


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