Technology Assistance Center (TAC) Manager

Details

Posted: 11-Feb-24

Location: Wilmington, North Carolina

Salary: Open

Categories:

Information Technology
Staff/Administrative

Internal Number: 31250

Department: TAC Services - 55210

Brief Summary of Work for this position:

The Technology Assistance Center (TAC) Manager position serves as the manager of all TAC employees, operations, and services for the unit, and requires skills in technical, leadership, and customer service areas and is responsible for monitoring feedback and resolving issues before they escalate.
This position is tasked with working with campus constituents to improve service delivery and where appropriate expand service offerings while clearly communicating technology solutions. The position is also responsible for recruiting, mentoring, and training employees within the unit, including evaluating technical competencies and creating talent development plans to ensure professional and knowledge growth. The TAC Manager is responsible for the budget, reporting on Key Performance Indicators (KPI), activity planning for the unit, and keeping internal procedures current. The TAC Manager must have the ability to heavily utilize an IT Service Management (ITSM) platform effectively to create reports, identify trends, evaluate quality of trouble tickets and problem resolutions, and ensure the maintenance and accuracy of technical knowledge help articles.
TAC staff provide consultation and troubleshooting to the campus for various systems that the university utilizes internally including Canvas, Banner, Horizon, and Team Dynamix. TAC staff support also includes operating systems for both Windows and macOS, application support for software such as Adobe Creative Cloud, Office 365, SharePoint, MS Teams, Zoom, and multiple discipline specific software programs. TAC also assists heavily with account user issues, internet browser settings two-factor authentication (2FA), Wi-Fi and VPN connections. Additionally, assistance is provided to students with minor hardware repairs for their personal devices, virus removal and operating system reloads.

Minimum Education and Experience Requirements:

Post-baccalaureate degree with 2+ years of experience or a baccalaureate degree with 3+ years of experience or will accept a combination of related education and experience in substitution.

Preferred Education, Knowledge, Skills & Experience :

Bachelor's degree in Computer Science, Computer Information Systems, Computer Engineering, Math, Engineering or other related technical degree from an appropriately accredited institution and four years progressive experience in the field of information technology including at least two years of experience in Business and Technology Applications related work.

• Five plus years of experience working in a related support service role and three plus years of supervisory experience.
• An understanding of a wide range of information within the field of technology.
• A working knowledge of the applications and platforms that are supported as outlined in the position summary.
• Ability to create reports, analyze data and identify trends.
• Proven leadership skills.
• Ability to recruit, train and inspire staff members.
• Ability to provide clear, concise, and timely direction to staff and colleagues.
• Ability to multi-task, prioritize and deliver outcomes.
• Strong interpersonal skills, excellent written and verbal communication skills.
• Ability to operate effectively, flexibly, and collegially in a complex organizational environment.
• Ability to develop a budget and align resources accordingly.
• Experience managing an IT helpdesk.
• Experience with Team Dynamix or other IT Service Management platforms.
• Understanding of critical issues, challenges, and opportunities within higher education.
• Experience managing full time, part time and student employees.

Primary Purpose of Organizational Unit:

The Technology Assistance Center (TAC) is the first point of contact for students, faculty, and staff for all technology issues on campus. This unit provides tier 1&2 support through live chat, telephone, and in-person assistance at the University's library. The team reporting to this position is comprised of approximately 7 full-time staff and 20-30 part-time student assistants who provide user support, technical services, incident reporting, problem tracking, and escalations to other support units. Typically, this unit operates up to 72 hours a week with numerous workers per shift. The TAC also operates a laptop loaner program and assists students with minor repairs on their personal devices.

Applicant Instructions:

PLEASE NOTE: This posting will close at 11:59PM (Eastern time) on the posted closing date. To receive full consideration, please be sure you have fully completed the entire application, including the 'Work History' section before you apply for this position. Applications must be submitted through the online application system to be considered.

AA/EEO Statement:

At the University of North Carolina at Wilmington (UNCW), our culture reflects our values of inclusion, diversity, globalization, ethics and integrity and innovation and we are committed to providing equality of educational and employment opportunity for all persons without regard to race, sex (such as gender, gender identity, marital status, childbirth, and pregnancy), age, color, national origin (including ethnicity), religion, disability, sexual orientation, political affiliation, veteran status, military service member status, genetic information, or relationship to other university constituents – except where sex, age, or ability represent bona fide educational or occupational qualifications or where marital status is a statutorily established eligibility criterion for State funded employee benefit programs. UNCW believes that embracing the unique contributions of our faculty, staff and students is critical to our success and paramount in being recognized for our global mindset.

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About The University of North Carolina at Wilmington
The University of North Carolina Wilmington, the state’s coastal university, is dedicated to the integration of teaching, mentoring, research and service. Widely acknowledged for its world-class faculty and staff and continuously recognized at a national level for scholarly excellence and affordability, UNCW offers a powerful academic experience that stimulates creative inquiry and critical thinking and a community rich in diversity, inclusion and global perspectives.A public institution with nearly 18,000 students, UNCW offers a full range of baccalaureate- and graduate-level programs, as well as doctoral degrees in educational leadership, marine biology, nursing practice and psychology; and many distance learning options, including clinical research, an accelerated RN-to-BSN program, an Executive M.B.A. program structured for working professionals, and the nation’s only bachelor’s degree program focused on coastal engineering.The university’s efforts to advance research and scholarly activities have earned UNCW the elevated designation of “Doctoral Universities: High Research Activity” institution (R2 University) by the Carnegie Classification of Institutions of Higher Education.UNCW has been part of the University of North Carolina System since 1969.
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