Posting Details

Position Information

Position Title
Manager, Technical Services and Support

Department
Information Services (Dept)

Primary Location
San Marcos Campus

Location Details

• Requires travel to other District locations.
• Palomar has multiple campus locations (San Marcos, Escondido, Rancho Bernardo and Fallbrook); training may occur at any of these locations and the work location is subject to change depending on future department needs.

Full or Part Time
Full-Time

Category
Administrative

Hours per week
Exempt Position

Number of Months
12 month

Work Schedule

• Exempt Position
• Occasional evening, weekend and holiday hours are required to support scheduled maintenance and incident response.

Grade
69

Salary/Wage

• $11,785.72 [step 1] - $14,354.87 [step 5]. Step placement may be negotiable within this range dependent upon education and experience. Administrators who possess earned doctorates from accredited institutions are awarded an annual stipend of $1,842.81.
• If you are a current employee who applies via the external recruitment process and is selected for a promotion, step placement on the new grade will be in accordance with the applicable District agreement/handbook.

Salary/Wage Frequency
Monthly

Benefits

In addition to a competitive compensation structure, Palomar College also offers an extremely generous benefits package.

• Insurance fully paid for employees and their eligible dependents: four medical plans, dental HMO, and the vision plan (additional plans are available that require employee buy up/monthly contribution)
• Vacation, sick leave and 25 paid holidays
• $80,000 employee term life/accident insurance policy (additional buy up options available)
• Employee long-term care insurance
• Employee Assistance Plan (EAP) - Confidential free counseling, financial, legal, personal and professional development resources for all members of your household
• Additional buy up options available for other voluntary insurance benefits
• Enrollment in CalPERS (California Public Employees Retirement System) OR Enrollment in CalSTRS (California State Teachers Retirement System)

The estimated maximum value of this employer-paid benefits package is approximately $31,245.84 annually.

Primary Function

Manages, plans, coordinates, and administers day-to-day operational activities for technical services and support; assist in and performs operations functions including planning, budget, oversight of contracts, coordinating with human resources, procurement and customer service; manages District-wide technical support and service desk operations, including end-user technology, endpoint services, instructional and classroom technology, and audio-visual services; coordinates department functions and activities with other division staff, faculty, administrators and departments that utilize related technology services.

Minimum Qualifications

To be eligible for this position, you must meet and provide evidence of the following minimum qualifications:

• Experience: Five years of network and/or technical services experience including two years of supervisory experience.
• Note: For work experience, a "year" is defined as equivalent to 40 hours per week for 12 months. If the position requires supervisory experience, the experience must be at a professional level (i.e. evaluation and/or discipline of staff).

AND

• Education: Equivalent to a bachelor's degree in computer science or a related field.

Transcripts must be included to receive credit for education and/or to substitute education in lieu of experience (i.e. Bachelor's degree = 4 years of experience). Click here for Guidelines for Equivalency for Classified Positions.

Only coursework completed at, and degrees awarded by, accredited institutions recognized by the U.S. Department of Education will be considered as satisfying the minimum qualifications. Coursework and degrees that are completed outside of the United States are required to have transcripts evaluated (evaluation to U.S. equivalency and a course by course analysis) by an appropriate U.S. credentials evaluation service. For a list of credentials evaluation agencies accepted by Palomar College, visit the National Association of Credentials Evaluation Services (NACES) website at https://naces.org/, or the Association of International Credential Evaluators, Inc. (AICE) website at http://aice-eval.org/.

Preferred Qualifications

• Coursework beyond the minimum qualifications in computer science, information systems, information technology management or a related field.
• Current certification in information technology service management.
• Experience leading a technology transition in an educational setting, preferably in higher education.

Licenses and/or Certificates

Possession of a valid California Driver's License.

Supervision Received and Exercised

Supervision Received From: Director, Information Services

Supervision Given: Assigned Supervisory, Classified, hourly, and volunteer employees

Duties and Responsibilities

Essential Functions:Essential responsibilities and duties may include, but are not limited to, the following:

1. Performs full management and supervisory activities in accordance with relevant District policies, procedures, and applicable employee contracts/handbooks which includes selecting and training new employees; planning, assigning, scheduling, and evaluating completed work; approving overtime/compensatory time; preparing and signing employee performance evaluations; recommending reclassifications; responding to grievances and taking appropriate disciplinary action; and performing related supervisory activities.
2. Plans, manages, coordinates, and evaluates business and support functions and activities for technical services and support, including planning, budget, coordinating with human resources, procurement, contract administration, work planning and management, reporting, customer service and related matters; evaluates and reports on program operations and assesses program needs and improvement opportunities.
3. Participates in and oversees development and implementation of goals, objectives, policies and priorities for technical services and support to include end-user-facing services, service desk operations, endpoint services, instructional and classroom technology, and audio-visual services; recommends and administers program, department, division and District policies and procedures; monitors and evaluates the efficiency and effectiveness of program/department work and procedures; recommends appropriate service and staffing levels.
4. Manages the development and tracking of the technical services and support budget; works with the Director and other division managers throughout the budget development process in forecasting funding needs for staffing, equipment, materials and supplies; analyzes department expenditure estimates, requests and proposals, identifies issues and concerns and advises on appropriate actions; prepares and processes budget transfers, contracts and other budget adjustments.
5. Implements and maintains security controls within the assigned area consistent with the District's information security program and adopted security framework, including endpoint security, device compliance, access controls, security incident response, vulnerability remediation, and security awareness activities; participates in security incident response; supports vulnerability identification and remediation, periodic access review, and security awareness activities within the assigned area.
6. Establishes and monitors service level targets and operational performance measures for technical services and support, including first-contact resolution, time to resolution, backlog, reopen rate, user satisfaction, and other applicable measures; analyzes performance data to direct staffing, priorities, training, process improvements, and investment recommendations.
7. Coordinates services and incidents with other department managers responsible for identity and access, endpoint management, security response, shared platforms, and related technology services to ensure continuity of operations and service delivery.
8. Evaluates vendors and manages vendor relationships, contracts and service level agreements for the assigned area; participates in procurement; and reviews vendor security and accessibility documentation prior to adoption.
9. Prepares and maintains records, reports, project documentation, and operational status information related to department operations, including projects, personnel, equipment usage, service performance, and government-required reports; monitors operational status and apprises the Director of significant issues, emerging resource requirements, and other matters affecting service delivery.
10. Oversees the analysis and resolution of user problems and service requests involving personal computers, desktop workstations, portable computers, mobile devices, network-connected peripherals, hardware, software, and related technologies; evaluates user needs, analyzes potential solutions and effects on existing systems, and ensures appropriate resolution and customer service.
11. Directs service desk operations, including the information technology service management platform, intake channels, self-service resources, triage, escalation paths, and resolution workflows.
12. Manages the adoption of artificial intelligence and automation in user support, including virtual agents, automated triage and routing, knowledge base curation, and proactive or predictive support; evaluates tools prior to adoption; defines escalation paths from automated to human support; reviews automated output for accuracy, bias, accessibility and appropriateness both before and after deployment.
13. Directs the knowledge management program for technical services and support, including article creation, review, currency and retirement.
14. Manages endpoint lifecycle and device management, instructional computer lab and classroom technology, and audio-visual services, including planning, deployment, maintenance, support, replacement, and lifecycle management.
15. Manages end-user support for cloud-based and vendor-hosted applications, including adoption support, user training, communications, and coordination of provider-initiated releases and changes.
16. Oversees endpoint and user-facing security, including device compliance, endpoint protection, phishing reporting and response, and security awareness activities for faculty, staff and students.
17. Ensures that end-user technology, support channels and self-service resources meet applicable accessibility requirements.
18. Provides technical consultation and guidance to District departments, management, users, and technical staff regarding complex support issues, technology solutions, service delivery, and emerging end-user technologies.

Marginal Functions:

1. Provides responsible staff assistance to the Director; acts as administrator in charge in the absence of other Information Services managers and/or the Director, assuming leadership responsibilities to ensure continuity of operations and service delivery.
2. Participates in/on a variety of committees, task forces, boards, meetings, and/or other related groups in order to receive and/or convey information.
3. Participates in shared governance through service on planning and/or operations committees and task forces.
4. Performs related duties and responsibilities as required.

Knowledge, Skills, Abilities

Knowledge of:

1. Leadership and managerial principles and practices, including selection, training, evaluating, and discipline.
2. Technical services and support operations, including service desk management, incident management, service request fulfillment, problem management, escalation procedures, and service-level management.
3. Information technology service management principles, practices, methodologies, and tools used to support Districtwide technology services.
4. Endpoint computing technologies including desktop and laptop computers, mobile devices, peripherals, operating systems, endpoint management tools, and device lifecycle management.
5. Instructional and classroom technology, audio-visual systems, and related technologies used to support teaching, learning, meetings, and presentations.
6. Computer hardware, software, operating systems, business applications, cloud-based applications, and vendor-hosted services used to support District operations and end users.
7. Knowledge management and self-service support practices, including development, organiz