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Information Technology Support Manager

CCAD merged its library and computing organizations in 2020 to form the Library and Information Technology department. We focus on strengthening natural areas of collaboration in our efforts to provide leadership, resources, and expertise that empower CCAD's diverse students to unleash their creative power to shape culture and commerce. The department cherishes and carefully maintains its highly interactive work environment, and as such anticipates hiring an IT Support Manager who is committed to hard work, collegiality, and laughter as a member of a team-oriented group. In general, we seek colleagues who are naturally curious, exhibit an openness to our existing affinity for inclusion and diversity of all sorts, who possess a willingness to change, and who embrace all that is made possible through collaboration.

Summary of Position: Reporting to the Director of Applications & User Services, The IT Support Manager oversees the Help Desk and Digital Print Lab within Library & Information Technology (L&IT). The Manager is responsible for coordinating and providing technical support for IT systems and services used by the campus community of students, faculty, staff, trustees, and guests while directing the Help Desk team of staff and student assistants. This position works closely with the Director and others in L&IT to build and maintain good relationships with academic departments and business units. This position assists with selection, deployment, and testing, and is responsible for the documentation and support of new campus software, systems and hardware.

ESSENTIAL DUTIES AND RESPONSIBILITIES included but are not limited to the following:

• 
  Directs incident management and service request fulfillment for IT hardware, software, and enterprise applications, using the IT Service Management platform and other request intake methods
• Creates and tracks goals and metrics for completing requests.
• Routes requests to the correct staff members in L&IT to make sure requests are completed in a timely manner.
• Oversees and schedules Help Desk and Digital Print Lab staff and student workers.
• Directs and, when necessary, provides A/V support for campus events.
• Identifies and works with others in Library & Information Technology to implement improvements for IT services and processes.
• Maintains strong relationships within L&IT and across campus with faculty, staff, students and administrators.
• Manages the budget for the Digital Print Lab and ensures appropriate use of resources to effectively carry out operations.
• Provides leadership and planning expertise as well as capable decision making at the operational level when necessary.
• Maintains, respects and protects the confidentiality of information.
• Provides shared experiences and expertise that will contribute to CCAD's commitment to diversity and inclusiveness.
• Assumes other duties in coordination with the Director of Applications & User Services

Secondary Responsibilities

• Maintains vendor and consultant relationships as appropriate.
• As appropriate, supports other members of the Library & Information Technology team in providing coverage and direct support to the campus community.
• In collaboration with other IT staff, implements technology security standards.
• May serve on College-wide committees, task forces, working groups etc.
• Other duties or responsibilities may be assigned.
  

Tertiary Responsibilities

• Represents CCAD and Library & Information Technology by attending or presenting at appropriate conferences and events.
• Participates in the life of the College by attending campus events such as gallery openings, student exhibits and invited speakers.
• Other duties or responsibilities may be assigned.

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems.

Directly supervises (3-4 full-time staff) Help Desk and Print Lab staff and student workers including Information Technology Support Specialists and Print Lab and Help Desk Student Assistants.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Must be able to see opportunities for improvement, take ownership, and lead a team to implement improvements.
• Demonstrated ability to manage expenditures and prepare accurate cost estimates.
• Demonstrated ability to set priorities and facilitate technology-related planning processes.
• Demonstrated ability to analyze data and make decisions.
• Demonstrated effective oral, written and interpersonal communication skills, including the ability to effectively explain complex technologies to a non-technical audience.

Education and/or Experience

• A Bachelor's degree or at least five years of progressive responsibility providing end user support and carrying out staff and technology projects.
• Deep experience with both macOS and Windows platforms.
• Experience with supporting and troubleshooting classroom and event AV systems.
• At least one year of experience supervising staff.
• At least three years' experience tracking incidents and service requests in an IT Service Management or ticketing system.

Physical Demands

• The employee is regularly required to walk and talk and hear.
• The employee frequently is required to stand; use hands to finger, handle, or feel; and reach with hands and arms.
• The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
  

Work Environment

• The employee works primarily on campus with occasional ability to work remotely.
• The employee is regularly exposed to outside weather conditions.
• The employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, extreme cold, and extreme heat.
• The noise level in the work environment is usually moderate.

COMPENSATION: This position is full-time, exempt. Compensation is commensurate on experience and qualifications. CCAD offers a benefits package including: vacation time, additional paid time off while the college is closed during winter break, sick time accrual, health and dental insurance, life and disability insurance, 403B retirement contribution, tuition remission, campus parking, and free admission to the Columbus Museum of Art.

HOW TO APPLY: Visit www.ccad.applicantpro.com/jobs/ to submit your application. When asked to upload application materials, please submit a resume/CV and a cover letter. If you are applying from any website other than CCAD or Indeed, you will receive a follow up email 3 hours after your initial submission directing you to follow the link and complete your application. You must complete this two-step process, or your application will be considered INCOMPLETE.

About CCAD:

Columbus College of Art & Design teaches a diverse undergraduate and graduate student body in the midst of a thriving creative community in Columbus, Ohio. Founded in 1879, CCAD is one of the oldest private, accredited, and nonprofit art and design colleges in the United States. CCAD offers 11 BFA programs in a variety of visual art and design disciplines, a Master of Fine Arts in Visual Arts, and a Master of Professional Studies in Retail Design that produce graduates equipped to shape culture and commerce at the highest level. At the core of CCAD is The CCAD Way, one of Creative Collaboration, Intentional Inclusivity, and Proven Potential. Our Core Values of Respect, Positivity, Inspiration, and Accountability unite us. CCAD's Presidential Commission on Diversity, Equity & Inclusion works to help CCAD grow with intention into a more inclusive and equitable institution. Learn more at ccad.edu.

About Columbus:

As the 14th largest city in the country and the largest and fastest-growing city in Ohio, Columbus is collaborative, open, and dynamic. Between incredible arts and entertainment, exciting collegiate and professional sports, and a spectacular downtown riverfront of sprawling greenspace, Columbus has something for everyone. Here, you'll find all the culture and amenities you'd expect in a major city, with the friendly and approachable attitude of the Midwest. Franklin County, where Columbus is located, is the epicenter of the state's political, economic, and social presence and is home to 1.3 million residents with a median age of 34. Columbus is a top city for equality and was the recipient of a perfect score from the Human Rights Campaign in 2020. And central Ohio is serious about higher education: the Columbus region is home to 52 college and university campuses, with 22,000 annual college graduates. Because CCAD is closely tied to the city's numerous art and design spaces and ever-expanding districts, you'll have plenty of places to experience creativity and showcase your own.

EEO Statement:

As an educational and cultural institution, a culture of equity and inclusion is not an add-on at CCAD, rather it is central to how we define creative excellence and the health of our institution. CCAD believes that a culturally diverse campus is integral to academic excellence, and our student, faculty, staff, and trustee bodies should reflect the diverse world in which we live, with attention to race, ethnicity, religious creed, national origin, age, sex, sexual orientation, gender identity or expression, and ability. At CCAD, we are determined to foster an environment of inclusion and equity. CCAD is an equal opportunity employer and encourages applications from individuals who will contribute to its diversity.