Search

Job

Technical Support Manager / Innovation & Technology

Posted by
City of Cambridge
|
Cambridge, MA
New
|
Published 16 days ago

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.

 

MINIMUM REQUIREMENTS:

  • 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: employment@cambridgema.gov or to Personnel Dept, Room 309, City Hall, 795 Massachusetts Avenue, Cambridge MA 02139. Fax 617-349-4312. We are an AA/EEO Employer.

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…

Details at a Glance

  • Time Commitment
    Full Time Schedule
Salary
USD $92,720 - USD $109,827
/ year
annually

Benefits

BENEFITS SUMMARY:

·        Competitive health, dental, and vision insurance

·        Vacation and Sick leave eligible; Sick Incentive Pay Eligible

·        3 Personal days; 14 Paid Holidays

·        Management Allowance, $2,700/year

BENEFITS SUMMARY:

·        Competitive health, dental, and vision insurance

·        Vacation and Sick leave eligible; Sick Incentive Pay Eligible

·        3 Personal days; 14 Paid Holidays

·        Management…

Location

On-site
491 Broadway, Cambridge, MA 02138, USA

How to Apply

Submit your resume and cover letter by 5:00 pm via email to: employment@cambridgema.gov or to the Personnel Dept, Room 309, City Hall, 795 Massachusetts Avenue, Cambridge MA 02139. Fax 617-349-4312. Resume and cover letter requested by 11/24/21. Position will remain open until filled. We are an AA/EEO Employer.

Submit your resume and cover letter by 5:00 pm via email to: employment@cambridgema.gov or to the Personnel Dept, Room 309, City Hall, 795 Massachusetts Avenue, Cambridge MA 02139. Fax…

Join Idealist

Sign up today to save your favorite jobs and get email alerts when new ones are posted.