Under the guidance of the Manager of Innovation & Technology, the Technical Support Manager develops, implements, administers, and supports all information technology systems for the Cambridge Public Library System. This position supervises a staff of one or more full-time technicians.
- Manage technical support for library staff and patrons. Hands-on work required as well as coordinating efforts of direct reports.
- Provide excellent customer service and perform job responsibilities in a professional manner.
- Effectively communicate technical instructions (orally, graphically, and in writing) with staff and patrons to facilitate the successful completion of assigned tasks.
- Work closely with City’s central IT support team to triage and escalate end-user issues.
- Provide first level support for all Library software including Sierra, Library applications, and MS Office.
- Configure and deploy PCs, laptops, tablets, and printers to end-users leveraging enterprise network imaging tools.
- Create and modify user accounts and groups via Active Directory Manager.
- Manage City issued mobile devices via device management software.
- Set-up and breakdown of A/V equipment for Library Meetings and after-hours events.
- Engage in training to ensure a high level of knowledge related to the latest technology.
- May lead or assist in developing and delivering technical training to staff or patrons.
- Assist with software deployments and City-wide upgrades as assigned.
- Collaborate with other system managers to resolve department IT issues.
- Implement and document solutions in the department knowledge-base.
- Acts as a technical liaison to the City’s central IT department, vendors, and regional library consortium (Minuteman Library Network).
- Evaluate, recommend, implement, and maintain new equipment and software systems.
- Responsible for oversight of the IT staff in the absence of the Manager of Technology & Innovation.
- Responsible for areas such as scheduling, training, coaching, and contributing to staff performance evaluations.
- Perform other related duties and special projects as assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Four (4) years of experience performing technical support duties in a mid-size organization.
- Two (2) years of experience managing a technical support service group.
- Bachelor's degree in Information Technology, or equivalent combination of education, experience, and training.
- The City of Cambridge’s workforce, like the community it serves, is diverse. Applicants must have the ability to work and interact effectively with individuals and groups with a variety of identities, cultures, backgrounds, and ideologies.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:
- Commitment to doing all work through a lens of diversity, equity, inclusion, and anti-racism.
- Proven ability to manage a small technical support team; people skills, project management skills, initiative.
- Ability to explain and effectively communicate technical information to a non-technical audience.
- Skilled in performing routine hardware troubleshooting on various computers, monitors, printers, scanners, etc.
- Proficient in Microsoft Windows operating systems and Microsoft Office products.
- Basic knowledge of hardware components and how they relate relevant to Local Area Networks (LANs) and Wide Area Networks (WANs).
- Knowledge of PC and Server hardware support, software applications design, and networks.
- Familiarity with Mac OS and IOS based systems.
- Familiarity with Chrome OS and Android based devices and administration.
- Comfort with providing onsite and remote AV presentation and meeting support (projectors, presentation software, TV displays, Livestreaming, Zoom, Teams).
- Knowledge of enterprise level imaging processes including SCCM, KACE, Altiris, etc. Preferable.
- Ability to maintain professionalism in a technical support environment.
HOURS OF WORK: 37.5 hours per week, generally worked Monday – Friday from 8:30 a.m. – 5:00 p.m. Evenings and/or weekend hours may be required as needed.
RATE: $ 92,720 -- $ 109,827 annually in seven steps
APPLICATION PROCEDURE: Submit both your resume and cover letter by 5pm on 12/03/2021 via email to: email@example.com or to Personnel Dept, Room 309, City Hall, 795 Massachusetts Avenue, Cambridge MA 02139. Fax 617-349-4312. We are an AA/EEO Employer.