Technology Support Services Manager

Position

Are you passionate about leveraging technology to enhance educational experiences and empower diverse communities? We are seeking a dedicated individual to join our team as a full-time Technology Support Services Manager at RTC, where innovation and inclusivity intersect. The Technology Support Services Manager, full-time and exempt, reports to the Executive Director of College Technology Services. The Technology Support Services Manager is responsible for providing the technical expertise, leadership, administration and supervision of the technical support services personnel. The Technology Support Services Manager ensures that the quality of Technology Services delivered to administrative and instructional clients is maintained at acceptable levels. This role must foster and maintain effective teamwork across the operational groups and support collaborative partnerships across the institution and with associated stakeholder communities.

The pay range for this exempt position is $90,000.00 to $100,000.00 annually. The priority consideration date will be September 13, 2024, and will remain open until filled.

Renton Technical College, located southeast of Seattle, has provided quality education in a variety of occupations for over 75 years. Our professional-technical certificate and degree programs offer entry and mid-level training in the areas of allied health, trades and industry, culinary, business, technology, and automotive. Our outstanding college & career pathways program with classes in adult basic education, English as a second language, and GED preparation is available to those who need additional preparation before entering a training program and for those who simply wish to improve their math and English skills. Career Education and apprenticeships degrees round out our offerings.

As an Achieving the Dream and an Aspen Institute top 10 finalist in Community College Excellence, RTC is also proud to be a Military Friendly School, serving those who chose to serve. Renton Technical College is committed to increasing its cultural diversity with an emphasis on equity and inclusion among its faculty and staff. The students that we serve come from a variety of backgrounds and are over 60% of color. We strongly encourage members of historically minoritized groups, veterans, and bi- or multi-lingual individuals to apply for this position to help meet the needs of our diverse students and service district.

Key Responsibilities / Essential Functions Include

• Provide leadership and demonstrate multicultural competence (including an awareness and understanding of historically minoritized populations) to improve access and create an educational environment that affirms a commitment to equity, diversity, and inclusion.
• Manage delegated roles pertaining to day-to-day operations of technology support services (including developing/managing end user training/education).
• Analyze the technical performance and reliability of end-user products, systems and services against identified industry standards to ensure customer satisfaction.
• Analyze key performance indicators to monitor the performance levels of technology support services staff. Assist in determining patterns and recommend proactive solutions targeting repeated community constituent requests and issues.
• Establish processes to identify, track, escalate, resolve, and report customer problems.
• Lead the daily operations of the IT Service Desk and provide technical expertise to ensure that the installation, repair, maintenance, and upgrades of all technology services are handled efficiently and effectively. This coverage area includes classrooms and conference room AV technologies.
• Responsible for inventory and asset management for College Technology Services hardware and software resources and assist with reconciliation of college asset records. Coordinate the full life cycle of technology hardware and software from acquisition, to return, and all the way through surplus.
• This position will manage and maintain a suite of operational resources including service desk applications utilized by CTS for service delivery.
• Work closely with the Infrastructure Services team to ensure the security and integrity of workstations and servers facing both internally and externally. This includes all facets of Endpoint Management.
• Serve as CTS representative on the college shared governance Technology Council and Accessibility Advisory Committee, and Liaison to the College Testing Center.
• Serve as the IT Accessibility Coordinator.
• Will be an integral part of the CTS department’s cybersecurity team.
• Analyze the use of technology in the College’s programs and departments and make recommendations for upgrades when necessary.
• Analyze classroom and office space as it pertains to technology; recommend layout and manage technology related logistics and processes.

Required Knowledge, Skills and Abilities

• Previous demonstrated participation with persons from diverse backgrounds such as sexual orientation, racial, ethnic, religious, linguistic, gender, age, socioeconomic, physical and learning abilities, and a commitment to an inclusive and equitable working and learning environment.
• Associate Degree in Information Technology, Information Systems, Computer Science, Management Information Systems, Computer Engineering or a related field. Three years of experience as an Information Technology Manager can be substituted for an Associate degree.
• Four years of technical customer service experience, including hardware/software implementation/support and direct responsibility for organizing, developing and leading the work of a team while managing projects. Must have a demonstrated track record of decision making, initiative and collaboration within a multi-layered environment.
• Must have utilized automated deployment tools that configure, deploy, and maintain end user systems in a network environment. This would include installing, troubleshooting, and maintaining current versions of Windows OS, Microsoft Office Suite, and Adobe Volume licensed products.
• Ability to represent the college in a positive and professional manner, while using tact, discretion, respect, and courtesy.
• Demonstrated ability to promote universal design and accessibility. Proficiency in (or ability to learn within 6 months of hire) the production of accessible content, whether print or electronic.
• Demonstrated customer service skills in past work history including excellent analytical and problem-solving skills, excellent interpersonal, oral and written communications skills, ability to read, write and interpret operation/maintenance manuals, equipment specifications, procedure manuals, ability to write proposals, reports and correspondence.
• Additional Preferences include:
• ITIL Foundations Certification
• Service Desk Management
• Automated Deployment Tools
• IT Support in Higher Education
• Knowledge of Cybersecurity guidelines and best practices (i.e., NIST 800-53)
• Knowledge of PCI/DSS guidelines and best practices
• Must be able to travel periodically within the State of Washington.
• Ability to speak a regionally top spoken language other than English is preferred (Spanish, Vietnamese, Russian, Somali, and Chinese).

SPECIAL REQUIREMENTS, LICENSES AND CERTIFICATIONS:

N/A

WORKING CONDITIONS:

This position works during college business hours, however, there may be events (on and off campus) the position will organize and/or attend. Work is sedentary in nature and is performed in an office environment which is adequately heated and ventilated. Frequent use of computer and exposure to terminal screens in performing work assignments required. This position will move throughout campus periodically, utilizing various spaces to facilitate planned activities. Work will occur on-campus, with occasional remote work possible and depending on office coverage needs.

Terms of Employment

The person hired is required to provide authorization for employment in the United States. All offers of employment are contingent to background checks, including employment and required degree/credential verification. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform successfully in the position. Finalists are required to complete the Sexual Misconduct Disclosure form as required under RCW 288.112.080. Post offer, pre-employment criminal background checks are also required.

For questions regarding this position contact Nia Wiliams 425-235-2475

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EEO STATEMENT: Renton Technical College provides equal opportunity in education and employment and does not discriminate on the basis of race, color national origin, age, perceived or actual physical or mental disability, pregnancy, genetic information, sex, sexual orientation, gender identity, marital status, creed, religion, honorably discharged veterans or military status, or use of a trained guide dog or service animal, as required by Title VI of the Civil Rights Act of 1964, Title VII of the Civil Rights Act of 1964, Title IX of the Educational Amendments of 1972, Sections 504 and 508 of the Rehabilitation Act of 1973, the Americans with Disabilities Act and ADA Amendment Act, the Age Discrimination Act of 1975, the Violence Against Women Re-authorization Act and Washington State Law Against Discrimination, Chapter 49.60 RCW and their implementing regulations. The following college official has been designated to handle inquiries regarding the nondiscrimination policies: Title IX / EEO Coordinator, Vice President of Human Resources 3000 NE 4th Street Renton, WA 98056 (425)235-7873,

Jeanne Clery statement: Notice of Availability of Annual Security and Fire Safety Report: In compliance with Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act of 1998, and as a part of the College's commitment to safety and security on campus, Renton Technical College reports the mandate information about current campus policies concerning safety and security issues, the required statistics, and other related information for the past three (3) calendar years. Renton Technical College's Annual Safety and Fire Report is available online at: For information on how to access the RTC Daily Crime Log follow this link:

We acknowledge that RTC sits uninvited on the ancestral land of the Puget Salish people, including the Duwamish, Suquamish, Snoqualmie, Tulalip, and Muckleshoot Nations. We are grateful to the original inhabitants of this land, upon which we gather and dialogue. We also acknowledge our increasingly virtual world, in which RTC’s work is done across multiple indigenous lands, in some cases, away from Puget Salish territories. We thank the original caretakers of our local lands and waters, who are still here. Beyond acknowledgment, we each have an obligation to learn about and support our local tribes. Find out how on our resources page, which includes scholarships for Indigenous students.