Operations and Technical Support Manager

• Provides a high level of customer service to the University community during resolution of technical issues.
• Communicates clearly and effectively with users of varying levels of expertise.
• Installs, configures, and maintains hardware, software, and peripherals within University community
• Creates and maintains process and procedure documentation.
• Serves at Customer Service intake desk to receive support requests in person, by phone or through other communications.
• Logs each request received into the Pacific Technology Incident & Issue management System, maintains updates, and follows up to ensure customer satisfaction.
• Troubleshoots hardware and software issues in a professional and expedient manner.
• Ensures digital media, classroom, and office computer equipment are functional and operational for students, faculty, staff, and administrator use related to teaching, learning, functions, meetings, and activities coordinated by the Eberhardt School.
• Oversees set-up of technical devices in meeting and office environments. Facilitates the set-up and movement of hardware and components as necessary or requested.
• Oversees repair and upgrades for all school hardware (including desktops, laptops, servers) under warranty, including corresponding applications and databases that directly support the Eberhardt School.
• Communicates the status of enterprise and local applications and services, as well as classroom, office, and laboratory equipment.
• Hires, supervises, and provides leadership for Eberhardt OaTS staff to meet the technology and digital media needs of students, faculty, staff, and administration.
• Collaborates with school leadership and Pacific Technology staff (central and distributed across all three campuses) using ITSM fundamentals to provide students, faculty, staff, and administration with functional systems and services which are designed, implemented and supported to provide uninterrupted services to offices, classrooms, and computer laboratories.
• Assists in the definition, management, and measurement of business/technical processes used across the three campuses to increase efficiently and build a stable foundation for IT service delivery.
• Maintains/Manages third-party vendor relationships for ongoing service contracts and supply.
• Manages all databases and discipline-specific systems for the Eberhardt School including software subscriptions.
• Researches, develops, implements, and maintains best practices, procedures, and associated training plans for Eberhardt OaTS staff.
• Supports events hosted by Eberhardt School via configuring rooms, photography, etc.
• Coordinate various projects within the department, setting goals, timelines, and deliverables.
• Assist in planning and executing the departmental budget, ensuring alignment with the school's goals.
• Supervise daily activities of 15-18 federal work-study student staff, ensuring effective training and guidance.
• Performs all other job-related duties as assigned by the Dean of the Business School.

• Bachelor's Degree.
• Two (2) years of experience with computer hardware and software.

• Strong knowledge and understanding of computer application support, equipment maintenance and repair, customer service skills for a HelpDesk environment, network installations/operations, computer management and support, systematic troubleshooting, cable installation and system security.
• Proficiency in and knowledge of Microsoft Windows and productivity software (Word, Excel, Outlook, Powerpoint) required. Knowledge of Apple and Linux systems desirable.
• Customer service experience.
• Excellent verbal and written communication skills.
• Ability and willingness to establish and maintain effective working relationships with others.
• Experience and sensitivity in working with people of diverse backgrounds and cultures.
• Demonstrated experience in advancing social justice, equity, and inclusion in a university setting.
• Ability to engage and integrate culturally responsive practices and knowledge in their work.

University of the Pacific is an affirmative action and equal opportunity employer dedicated to workforce diversity. In compliance with applicable law and its own policy, Pacific is committed to recruiting and retaining a diverse faculty and staff and does not discriminate in its hiring of faculty and staff, or in the provision of its employment benefits to its faculty and staff on the basis of race, color, religion, national origin, ancestry, age, genetic information, sex/gender, marital status, military and veteran status, sexual orientation, medical condition, pregnancy, gender identity, gender expression, or mental or physical disability.