Job Description:

POSITION TITLE: Strategy Manager - Client Technology Services
DEPARTMENT: Network, Security and Client Services
PRIMARY LOCATION: Fall River, MA
REPORTS TO: Director, Network Security & Client Services
POSITION STATUS: This is a full-time, non-unit professional position with benefits.
SALARY: $89,443.16 - $93,971.22 annually

STATEMENT OF DUTIES:

The Strategy Manager of Client Technology Services supports the Director in the operational execution of end-user technology support across the college. This role coordinates daily support activities and provides leadership presence during evening operations, ensuring consistent service delivery, customer service excellence, and alignment with departmental standards. The Strategy Manager supports help desk operations, organizes workflow, and contributes to continuous improvement efforts across the department.

ESSENTIAL FUNCTIONS, DUTIES, AND RESPONSIBILITIES:

• Manage daily help desk and field support operations during assigned shifts to ensure operations are functioning efficiently.
• Serve as the primary point of contact for cross-departmental communication, planning and partnerships as it relates to Client Technology Services during evening hours.
• Work in partnership with the Director of Client Technology Services to determine the productivity and performance standards of the department.
• Monitor and track equipment effectiveness and quantity to ensure the department is adequately supported.
• Coordinate work prioritization and task distribution to ensure service coverage meets the work standards set by the department.
• Provide operational guidance to technical staff and student workers.
• Participate in a rotating campus coverage model across all college locations.
• Review help desk activity and service metrics to strategize and recommend process improvements to better serve the college campuses.
• Assist with incident coordination, escalation, and resolution to meet the service standards set by the department.
• Monitor, recommend and implement approved operational processes and workflow improvements.
• Coordinate staff coverage and work shifts during evening operations to ensure all service needs are met.
• Contribute to system documentation, procedures, and knowledge base materials.
• Identify and recommend training needs for staff and student workers.
• Ensure training is successfully executed and completed when assigned.
• Assist with inventory tracking and technology deployment activities.
• Assist in coordinating classroom, event, and campus technology support activities.
• Assist with performance management, evaluations, and coaching within the Client Technology Services team.
• Promote a positive and inclusive work environment.
• Demonstrate professionalism and consistently reflect Bristol's core values while interacting with members of the college community.
• Additional duties as required by the Director of Client Technology Services or Senior Director of Network, Security, and Client Services.

Requirements:

REQUIRED QUALIFICATIONS:

NOTE: Unless otherwise noted, all required qualifications must be met by the date of hire.

• Bachelor's degree in computer science, information systems, or a closely related field. Three (3) years of relevant experience may be considered in lieu of a degree.
• Demonstrated ability to coordinate technical activities or function in a lead support role.
• Strong knowledge of Windows desktop support, operating systems, and applications.
• Demonstrated strong customer service approach and ability to support a diverse user community.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• Skill in organizing resources and establishing priorities.
• Knowledge of user support practices with a commitment to excellence in information technology service management (ITSM).
• Demonstrated sound judgment and the ability to operate within established guidelines.
• Availability for regular in-person engagement, including evening hours and participation in a rotating campus support schedule.
• The ability to foster an inclusive environment to support a diverse student body, faculty, and staff.
• The ability to work effectively with a diverse student body, faculty, and staff.

PREFERRED QUALIFICATIONS:

• Ability to troubleshoot a wide range of technical problems.
• Experience supporting help desk ticketing systems and analyzing service metrics.
• Experience developing, designing, or supporting classroom technology.
• Basic understanding of network principles such as network segmentation, DNS, and DHCP.
• Experience supporting endpoint management and deployment technologies, including Microsoft Intune, and device imaging systems.
• Awareness of cybersecurity principles and best practices.
• Experience mentoring or guiding technical staff or student workers.
• Robust understanding and demonstrated inclusion of access, equity, and student success practices.
• Experience coordinating or managing technical operations, small technical teams, or independent technology service activities.
• Ability to communicate in a language in addition to English.

Additional Information:

Application Instructions:

TO APPLY: Please complete our online application by clicking on the "Apply" button. The position will be open until filled. Review of applications will begin 10 calendar days from the posting date.

REQUIREMENTS TO COMPLETE APPLICATION PROCESS:

1) A completed Bristol Community College Employment Application.

2) A current resume/curriculum vitae.

All candidates must have legal authorization to work in the United States. Bristol Community College is an institution that does not sponsor work authorization.

A pre-employment criminal background check will be conducted for all positions.

The college will independently verify education credentials as provided on the application. For certain positions that require a college degree, the hired candidate must supply official transcripts upon hire. Transcripts must include your name and degrees conferred.