ClassTech Support Manager
Job Description
Posting Number
PG193586EPInternal Recruitment
NoWorking Title
ClassTech Support ManagerAnticipated Hiring Range
$90,000Work Schedule
Monday - Friday, 8:00 am - 5:00 pm (adjustable as dictated by unit needs)Job Location
Raleigh, NCDepartment
Office of Information Technology, Technology Support ServicesAbout the Department
NC State’s Office of Information Technology (OIT) provides campus-wide computing, information, and communication technology services in support of the university’s academic and administrative goals. As part of this division, Technology Support Services (TSS) provides a variety of technical support (hardware, software, etc.) and consulting services for the NC State University campus community. Significant areas of support include:
- Campus desktop environments
- Email, calendaring, and campus Web environments
- Enterprise applications
- Learning space design, support, and consultation
- Student-focused computing
- Problem-ticket tracking and IT service management tools through the ServiceNow system
- Hosted server and application services
Classroom Technology (ClassTech) falls under Learning Space Support within TSS.
ClassTech provides AV technology design and integration services and supports the use of classroom technologies in learning spaces across campus. The team also maintains workstations in Unity Labs and Training Labs.
ClassTech supports technology in 300+ classrooms, conference rooms, and specialty spaces on campus. Installed technology includes, but is not limited to, projectors, document cameras, computers, laptop connections, touch panels, and, in some cases, classroom capture devices.
Essential Job Duties
Technology Support Services is looking for a dedicated and motivated individual to oversee the daily support operations for the Classroom Technology Unit (ClassTech). This position’s primary responsibilities include coordinating support for faculty and students using technology in 282 classrooms and assisting clients in 80+ administrative/contract spaces, personnel management of the 25 ClassTech staff members, business/customer relationship management, continual service improvement, and technology inventory management.
The position’s primary function is operational management for the ClassTech service, with personnel management being a critical component. ClassTech support staff consists of 4 full-time staff, 15-20 student workers, and 1-2 temporary staff (working 40 hours/week). These positions are responsible for supporting clients, faculty, and students in the 300+ ClassTech spaces. Core responsibilities executed by the support staff being managed include:
- Responding to client support requests
- Performing regular technology checks in supported spaces
- Project work that supports continual service improvement strategies for the service
- Monitoring technology status via available tools
- Managing assigned incidents in call-tracking software (ServiceNow)
- Executing annual life cycle processes as directed by the support manager
- Amongst other assigned duties as required to maintain support targets/metrics for the service
Personnel management is a critical component of the position. The position will be responsible for the following aspects of personnel management:
- Maintaining appropriate staffing levels to meet support targets
- Developing and maintaining job postings that reflect service needs for the three levels of staff
- Executing interview process for prospective applicants
- Hiring process for selected candidates
- Staff training and oversight of required certification(s)
- Wage adjustments as appropriate
- Development of annual work plans for full-time staff
- Interim and annual appraisals
- Addressing staff performance concerns when needed
- Conflict management
- Staff scheduling
- Project management and oversight for those projects internal to support team
- Review of ServiceNow assignment group to ensure staff are updating incidents as needed
- Mentoring and coaching staff as appropriate
- Liaison between ClassTech Support and Design Teams
ClassTech has a strong history of continuous service improvement. The position will maintain current strategies and develop new strategies that meet the changing technology landscape on campus. Current avenues that must be maintained by the position include:
- Attending and participating in AV and leadership conferences
- Seeking input from UNC System institution peers on AV standards and techniques
- Reviewing ServiceNow incidents/metrics annually for trends showing areas for improvement
- Conducting bi-annual faculty surveys to seek input from end-users
- Conducting annual internal reviews with the ClassTech Support and Design teams
The position is responsible for accurately maintaining control of ClassTech’s large technology inventory, both stored in the warehouse and deployed. The position will ensure that processes are followed so that asset location data is accurate, asset spare counts are appropriate to support unit needs, and assets are transitioned properly through the surplus process. Tied to inventory management are the mature change management process and annual asset life cycle project. Critical processes include:
- Annual inventory taken of both warehouse and deployed technologies
- Ordering technology and supplies necessary to run daily operations
- Ensuring staff are following processes for checking-out/checking-in technology as part of troubleshooting efforts
- Ensuring staff are following processes for checking-out/checking-in technology as part of asset life cycle processes
- Asset Life Cycle Projects
- Change Management Process
The position, in concert with unit director, will develop an annual report that shows the overall health of the service, continual service improvements enacted, staff accomplishments, areas of both concern and growth, critical metrics that will drive strategy for the next cycle, and any new initiatives driven by ClassTech.
Other Responsibilities
The employee may be involved in the integration of technology in classrooms. This involves installing and testing equipment and all cabling needs.
Minimum Education and Experience
- Bachelor’s degree in Computer Science, Information Technology, or related discipline and one year of experience in the information technology field related to the area of assignment; or an equivalent combination of training and experience (as determined by the hiring unit).
Other Required Qualifications
Expected skill set the position must exhibit:
- Demonstrated senior-level experience with service management
- Experience with personnel management and associated processes
- Strong interpersonal skills
- Capacity to work independently
- Make operational and technical decisions that have small-to-moderate scope/impact on service
- Set unit priorities on both short and long-term time scales
- Customer relationship management
- Business relationship management
- Capacity to adapt to new/unfamiliar business processes
- Knowledge of Audio, Video, Video Conference, and Control Systems.
- Knowledge of installing and mounting AV equipment such as projectors, projector screens, LCD displays, brackets, terminating AV/network cables, pulling cables, etc.
- Experience testing and troubleshooting cabling and audiovisual equipment
- Excellent customer service skills, including diplomatically, patiently, and successfully handling complaints, problems, questions, conflicts, and suggestions.
Additional Sought After Skills:
- Experience with a call tracking system like ServiceNow or Remedy
- Knowledge & experience with Windows and Apple/Mac operating systems and applications
- Project management experience, even at a low level, is sought after
Preferred Qualifications
- Experience with ITSM tools and processes
- Familiarity with ITIL processes
- Incident, change, knowledge, asset management, continual service improvement
- Desktop support experience
- Familiar with managing Windows OS using Group Policy, Imaging, and other tools
- Prior experience in end-user training and documentation preparation is highly desirable
- General knowledge of construction/infrastructure & the AV industry
Required License(s) or Certification(s)
- The successful candidate will either hold a CTS certification from AVIXA, or be prepared to complete the certification process within the first 12 months of employment.
- North Carolina Driver’s License is required and must be maintained as a condition of employment.
Valid NC Driver's License required
YesCommercial Driver's License required
NoJob Open Date
08/08/2024Anticipated Close Date
Open Until FilledSpecial Instructions to Applicants
Applicants are required to include a resume, professional references and cover letter along with their online application.
Position Number
00107553Position Type
EHRA Non-FacultyFull Time Equivalent (FTE) (1.0 = 40 hours/week)
1.0Appointment
12 Month RecurringMandatory Designation - Adverse Weather
Mandatory - Adverse WeatherMandatory Designation - Emergency Events
Non Mandatory - Emergency EventDepartment ID
513001 - Technology Support ServicesAA/EEO
NC State University is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, age, sexual orientation, genetic information, status as an individual with a disability, or status as a protected veteran. Individuals with disabilities requiring disability-related accommodations in the application and interview process are welcome to contact 919-515-3148 to speak with a representative at the Office of Institutional Equity and Diversity.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
If you have general questions about the application process, you may contact Human Resources at (919) 515-2135 or workatncstate@ncsu.edu.
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. Degree(s) must be obtained prior to start date in order to meet qualifications and receive credit.
NC State University participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.
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