Job Description

Responsibilities:

Management and Supervision

Leads and manages teams responsible for desktop and classroom support across the university's Fairfax campus, overseeing both technical and operational aspects;
Supervises staff supporting Windows, Mac, AV systems, and VIP Support;
Ensures timely and high-quality delivery of support services, including repairs, installations, and troubleshooting for both classroom and desktop systems;
Oversees staff performance, including hiring, training, and conducting performance evaluations;
Develops goals and ensure staff meet service standards;
Manages workload distribution to balance tasks and ensure all service level agreements (SLAs) are met; and
Provides mentorship and technical guidance to staff, ensuring consistent skill development and professional growth.
Technical Operations and Classroom Support

Oversees the installation, maintenance, and troubleshooting of classroom technology, including audiovisual systems such as projectors, control processors, and videoconferencing tools;
Manages desktop support operations, including the configuration and maintenance of Windows and Mac systems, as well as peripherals and networking;
Acts as the escalation point for complex technical issues, ensuring that all incidents are resolved efficiently;
Coordinates with the Learning Space Design team and other departments to ensure classroom and lab spaces are equipped with up-to-date technologies; and
Tests and deploys new endpoint devices and/or similar technologies as needed for both classroom and desktop environments.
Strategic Planning and Collaboration

Works with senior leadership to develop long term strategies for technology implementation across the university;
Collaborates with other ITS units and departments to ensure cohesive technology support and integration across both classroom and desktop environments;
Leads or participates in various university wide projects, including upgrades to classroom technology and enhancements to desktop services; and
Contributes to budgeting processes, managing departmental expenditures, forecasting future technology needs, and proposing additional funding as necessary.
Customer Service and Outreach

Implements customer service improvement initiatives for both classroom and desktop support teams, ensuring continuous feedback collection through surveys and outreach programs;
Ensures the highest levels of customer satisfaction, providing timely follow ups and resolving any service-related concerns;
Develops and maintains service documentation, ensuring clarity in troubleshooting processes for both internal teams and customers; and
Conducts training for faculty and staff on the use of classroom and desktop technologies, ensuring users can operate the systems effectively.
Budget Management and Reporting

Manages the budget for both desktop and classroom support units, ensuring responsible financial planning and adherence to allocated budgets; and
Prepares reports on department performance, service levels, and financial status, presenting findings to university leadership and recommending improvements or additional investments.
Required Qualifications:

Associate’s degree in related field or the equivalent combination of education and experience;
Progressively responsible experience in technology support services, including desktop and audiovisual system management;
Considerable (3-5 years) higher education experience;
Demonstrated supervisory experience managing technical teams, including performance management and staff development;
Experience with desktop and AV technologies;
Experience working with enterprise ITSM platforms (e.g., TeamDynamix, ServiceNow);
Strong technical knowledge in technology support services, including desktop and audiovisual system management;
Familiarity with both desktop and classroom technologies in higher education environments;
Proven leadership, organizational, and project management abilities; and
Excellent communication and customer service skills, with a commitment to enhancing user experience.
Preferred Qualifications:

Bachelor’s degree in related field;
Information Technology Infrastructure Library (ITIL) certification;
Experience in a service-oriented environment; and
Experience in budget management and strategic planning.