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Index/Position No.:                             50300/225380                                     Level 12

Position Title:                                      Customer Support Manager

Department:                                        Office of Information Technology

Expectations for All Employees

East Tennessee State University pursues its mission based upon core values.  An employee's job performance must support and exhibit the university's core values:

PEOPLE come first, are treated with dignity and respect, and are encouraged to achieve their full potential;

RELATIONSHIPS are built on honesty, integrity and trust;

DIVERSITY of people and thought is respected;

EXCELLENCE is achieved through teamwork, leadership, creativity, and a strong work ethic;

EFFICIENCY is achieved through wise use of human and financial resources; and

COMMITMENT to intellectual achievement is embraced.

Function of Position

The function of the Customer Support Manager is to oversee and facilitate the various facilities that are oriented toward assisting all campus faculty, staff, and students with usage of their specific technology.  Specifically the day to day operations of the faculty/staff help desk and the student help such as managing the resources, scheduling workers, handling issues that come up, and communication with the users and within OIT.  Also the management of the OIT computer labs fall into this position with personnel management, software hardware upkeep and troubleshooting, and resource management.  On the more technical side, this position is responsible for developing and supporting the computer image that is used in nearly all the labs on campus.  This requires communicating and coordinating software needs from many of the departments on campus and meeting their specific needs while addressing the overall needs of the student population in general as well.  This includes the Digital Media Center which is highly specialized and often highly problematic.  Handling complaints or issues that are brought up regarding student workers in the labs is also part of the position, as is communicating problems to the appropriate person(s) that are returned to the help desk regarding the manner in which work was or was not done. 

Essential Functions

-        Manages OIT computer labs.

-        Builds lab image.

-        Manages student help desk.

-        Manages faculty/staff help desk.

Secondary Functions

-        Troubleshoots software issues.

-        Updates lab computers.

-        Assists other departments with their software needs.

Performs other related duties as assigned.

Knowledge and Abilities

-        Ability to communicate effectively and also have interpersonal skills.

-        Knowledge of current Windows operating systems.

-        Knowledge of a vast number of software packages that span nearly every field/subject taught/researched at ETSU.

-        Knowledge of how to create a computer image and deploy it to machines.

-        Knowledge of certain remote and automated tools.

-        Ability to be resourceful and creative.

-        Ability to time-manage.

-        Ability to work as a team and independently.

-        Ability to lead and follow.

Supervision Given and Received

Performs under general supervision.  Plans and arranges own work which is directed toward an established objective.  Supervises administrative and support staff.

Minimum Qualifications

Master’s degree required.

June 2007