Workspace Service Manager

Workspace Service Manager

Job Overview
Within Academic & Institutional Technology (AIT), under the supervision of the Director of Technology Support Services, the Workspace Service Manager provides leadership and operational management for the team that supports College owned employee computer hardware and software, campus printing, and user accounts and permissions. This includes desktop strategies, problem management, needs analysis, evaluation and recommendations of new technologies, and equipment standards.  Interested candidates should visit our job board to complete an application.  (https://www.wheaton.edu/about-wheaton/offices-and-services/human-resources/apply-for-positions-at-wheaton-college/)

Duties and Responsibilities

• Strategic Planning
  • Develops and executes long term plans for the successful management and support of workspace endpoint technology. This includes the identification and research of future requirements, potential modifications, and advantageous upgrades for computing systems which the customer utilizes in their day-to-day operations. 
  • Develops and enforces policies and procedures to support the hardware and software that comprise the employee workspace, including their computers/tablets and peripherals, accounts and permissions, and printing.
  • Provides needs assessment and recommendations for the configuration and setup of equipment in the academic and administrative facilities. 
  • Works closely with the Enterprise Applications and Infrastructure and Security teams to oversee the account and permission management process. 
• Workspace Administration
  • Coordinates with other departments and stakeholders on technical deployments, system upgrades, and maintenance outages that involve the customer’s technological workspace, so as to prepare for and minimize the impact to the customer.  
  • Oversees the inventory tracking process from the initial configuration and ordering, to deployment and maintenance, and finally retirement and disposal, of computers, peripherals, and printers. This includes maintenance of the monitored technology within the Configuration Management Database (CMDB). 
  • Serves as the subject matter expert for core applications such as the full Microsoft Office Suite, providing advanced knowledge and support to the team.
  • Oversees the ongoing development and maintenance of the AIT Service Catalog.
  • Participates in the departmental budget process, including providing recommendations for computing standards and monitoring expenditures for responsible budget lines.  
  • Coordinates Problem Management efforts that address reoccurring incidents identified by the AIT Service Desk.  
• Team Management
  • Provides leadership and direction for the Workspace Support team, including the development of performance goals, training plans, and progress evaluations. 
  • Ensures that the correct tools, technologies, standards, and resources are utilized in order to meet the customers’ and college's needs. 
  • Oversees the effective delivery of customer service focused support and troubleshooting for faculty and staff on the use of technology, computing systems, and software. This includes ensuring the team is prepared to act as an escalation point for the AIT Service Desk who handles first tier support. 
• General AIT Support
  • Reviews and updates incident management ticket queue to ensure prompt service. Provides follow up contact as well as thorough incident management. 
  • Along with the AIT Service Desk, this position will assist with ensuring the Incident Management system is functional for Incident Management, Change Management, and the CMDB.  
  • Maintain current skill set and knowledge in computing technology appropriate to computer hardware and software. 
• Manage assigned projects to ensure a timely completion within budget and scheduling constraints.  Enlist support from areas within and outside of AIT as needed. Maintain good communication with stakeholders

This job description is intended to represent key areas of responsibilities; specific assignments may vary from time to time, and other duties may be assigned. 

Qualifications

• Bachelor’s degree in a technical discipline (e.g., Information Technology, Information Systems, Computer Science, Engineering), project or academic discipline, or equivalent combination of training, education, and experience from which comparable skills can be acquired.
• Demonstrated seven years’ strong supervision and management skills with experience leading a diverse and technology-focused customer service team. 
• Excellent customer service skills, including written and verbal communication skills and the ability to communicate with constituents at all levels of the college and with varying degrees of technical expertise.
• Excellent troubleshooting skills, with the ability to utilize debugging tools, critical thinking, problem solving, and research to connect disparate symptoms and identify the root cause of an issue. 
• Detail-orientated, with the ability to work independently, use initiative, and make sound decisions.
• Proven five years' experience with Project Management, including bringing projects in on time and on budget.
• Maintain currency of skills and training related to workspace technology, customer service, and team leadership.

Physical Requirements 

The employee is regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 25 pounds.  In addition, the usual and customary methods of performing the job's functions require the following physical demands: occasional lifting, carrying, pushing, and/or pulling; some stooping, kneeling, crouching, and/or crawling; and significant fine finger dexterity.

FLSA Status – Exempt

As a Christ-centered community, Wheaton College faculty and staff must affirm the College’s Statement of Faith as expressing their own theological convictions and agree to live by the moral standards in Wheaton’s Community Covenant, modeling these commitments for the Christian formation of our students.  Wheaton College faculty and staff also support the Christ-Centered Diversity Commitment which highlights our desire to treat all individuals as equal image-bearers of Jesus Christ through diversity, inclusion, justice and unity.