Technical Support Manager / Innovation & Technology

Description

Department:Libraries

Job Title:Technical Support Manager / Innovation & Technology

Job Code:M409-701

Civil Service Position:Non Civil Service position

Union Affiliation:None

Hours Per Week:37.5 hours per week, generally worked Monday – Friday from 8:30 a.m. – 5:00 p.m. Evenings and/or weekend hours may be required as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Under the guidance of the Manager of Innovation & Technology, the Technical Support Manager develops, implements, administers, and supports all information technology systems for the Cambridge Public Library System. This position supervises a staff of one or more full-time technicians.

• Manage technical support for library staff and patrons. Hands-on work required as well as coordinating efforts of direct reports.
• Provide excellent customer service and perform job responsibilities in a professional manner.
• Effectively communicate technical instructions (orally, graphically, and in writing) with staff and patrons to facilitate the successful completion of assigned tasks.
• Work closely with City's central IT support team to triage and escalate end-user issues.
• Provide first level support for all Library software including Sierra, Library applications, and MS Office.
• Configure and deploy PCs, laptops, tablets, and printers to end-users leveraging enterprise network imaging tools.
• Create and modify user accounts and groups via Active Directory Manager.
• Manage City issued mobile devices via device management software.
• Set-up and breakdown of A/V equipment for Library Meetings and after-hours events.
• Engage in training to ensure a high level of knowledge related to the latest technology.
• May lead or assist in developing and delivering technical training to staff or patrons.
• Assist with software deployments and City-wide upgrades as assigned.
• Collaborate with other system managers to resolve department IT issues.
• Implement and document solutions in the department knowledge-base.
• Acts as a technical liaison to the City's central IT department, vendors, and regional library consortium (Minuteman Library Network).
• Evaluate, recommend, implement, and maintain new equipment and software systems.
• Responsible for oversight of the IT staff in the absence of the Manager of Technology & Innovation.
• Responsible for areas such as scheduling, training, coaching, and contributing to staff performance evaluations.
• Perform other related duties and special projects as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MINIMUM REQUIREMENTS:

• Four (4) years of experience performing technical support duties in a mid-size organization.
• Two (2) years of experience managing a technical support service group.
• Bachelor's degree in Information Technology, or equivalent combination of education, experience, and training.
• The City of Cambridge's workforce, like the community it serves, is diverse. Applicants must have the ability to work and interact effectively with individuals and groups with a variety of identities, cultures, backgrounds, and ideologies.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Commitment to doing all work through a lens of diversity, equity, inclusion, and anti-racism.
• Proven ability to manage a small technical support team; people skills, project management skills, initiative.
• Ability to explain and effectively communicate technical information to a non-technical audience.
• Skilled in performing routine hardware troubleshooting on various computers, monitors, printers, scanners, etc.
• Proficient in Microsoft Windows operating systems and Microsoft Office products.
• Basic knowledge of hardware components and how they relate relevant to Local Area Networks (LANs) and Wide Area Networks (WANs).
• Knowledge of PC and Server hardware support, software applications design, and networks.
• Familiarity with Mac OS and IOS based systems.
• Familiarity with Chrome OS and Android based devices and administration.
• Comfort with providing onsite and remote AV presentation and meeting support (projectors, presentation software, TV displays, Livestreaming, Zoom, Teams).
• Knowledge of enterprise level imaging processes including SCCM, KACE, Altiris, etc. Preferable.
• Ability to maintain professionalism in a technical support environment.

PHYSICAL DEMANDS: Ability to access, input, and retrieve information from a computer; answer telephones; must read and analyze large quantities of information; ability to operate standard office equipment; transport carts of materials which can weigh more than 100 pounds across a level floor or on a ramp; carry baskets of materials weighing up to 30 pounds; pay attention to details and concentrate on tasks despite frequent interruptions and moderate noise levels; communicate effectively and exchange accurate information with coworkers and members of the public; read and organize written material.

WORK ENVIRONMENT: Work in assigned area, including office areas, training rooms and library locations, as needed. Normal office exposure to noise, stress, and interruptions.

RATE: $ 92,720 -- $ 109,827 annually in seven steps

APPLICATION PROCEDURE:

Internal applicants submit a job bidding form and 2 copies of both your resume and cover letter; external applicants submit both your resume and cover letter by 5pm on the closing date via email to: employment@cambridgema.gov or to Personnel Dept, Room 309, City Hall, 795 Massachusetts Avenue, Cambridge MA  02139. Fax 617-349-4312.

THE CITY OF CAMBRIDGE IS AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER. WOMEN, MINORITIES, VETERANS, MEMBERS OF THE LGBTQ+ COMMUNITY, AND PERSONS WITH DISABILITIES ARE ENCOURAGED TO APPLY. THE CITY IS COMMITTED TO ADVANCING A WORKFORCE CULTURE OF ANTIRACISM, DIVERSITY, EQUITY, AND INCLUSION.