Manager, Technology Support

Manager, Technology Support - Network Computing Services Vanderbilt

Performs technical and professional duties essential to the installation, maintenance and support of technology within a department. May work for a group of users within a department, or for a department with a complex computing environment. Assist users and departments with operational and technology consultation needs as well as develop a departments technology support plan. Plan and schedule the installation, configuration and maintenance of technology projects and coordinate these actions with users and departmental staff. Provides input into budgetary process for a department or set of departments. May manage a team of technical support staff. Key Functions and Expected Performances: Perform various administrative duties. Assist with the technology budget preparation for the department Develop and implement policies for technology support within established guidelines Prepare reports as needed Assist with the review and make recommendations on technology projects Review technical and professional journals and attend meetings and conferences in order to remain current on technical advances and industry changes Create technology support documentation for users and departmental staff. Develop technology inventory reports as needed for departmental budget purposes to aid with the life cycling of related technology equipment Regularly meet with users and departmental staff to discuss technology support issues and the overall direction of support. Act as technology liaison to users and departmental staff on new technology and changes in institutional policies and procedures Attend and contribute to necessary meetings and forums Provide on-call service to supported departments Provide Desktop Management Services Utilize automated deployment methods to setup desktop workstations Setup and Configure Desktop operating systems and software according to departmental needs Perform routine testing and analysis of desktop hardware and software Identify and diagnose problems and/or factors affecting desktop performance Provide intermediate to advanced troubleshooting on departmental technology equipment Investigate software-related problems and resolve those within the scope of authority Document problems and solutions on a routine basis Track and record technology related work orders, such as user and departmental support requests, service calls and requests for service and follow-up and communicate the status of these requests to users and departmental staff. Maintain an inventory on equipment, such as monitors, printers, and workstations and prepare reports as needed for supervisor. Maintain a library of technical manuals and support documentation Review vendor invoices to ensure accuracy Provide Server Management Services Identify problems and/or factors affecting server and network performance and seek consultation and direction to solve problems when necessary Implement a structure of shared network facilities to ensure a user or department'0092s ability to utilize shared network resources Perform routine testing and analysis of all server and network facilities, including equipment, trans-mission media, and software Provide support and maintenance for host operating systems of a server, including patches, service packs and upgrades to the OS and BIOS Provide the setup, installation, maintenance and security of data shares, print devices used as part of the server services Provide support for built in services and/or applications that are an inherent part of the operating system of a server Participate in Consulting Services and Staffing Design and develop a technology support plan to meet users and departmental needs. Assist with determining technology support requirements for the implementation of new or existing technology. Evaluate and assist in the selection of appropriate technology hardware and software components. Oversee new technology projects and work with users and departmental staff to ensure their successful implementation Use predefined change control process to communicate technology support problems to the end user and support community. Effectively work with other technology support groups and departments to provide proactive technology support to users and departmental staff. Provide effective solutions to technology problems while minimizing downtime for users and departments. May Perform Supervisory Duties Schedules Staff Trains New Staff Assign and review the work of others Evaluate employee Performance Interpret rules, policies and procedures for staff members Approve leave requests Counsel and correct employees as needed