Media and Technology Services Manager

Summary of Position:

The Media Services and Technology Manager provides management, leadership, and coaching to staff in the Operations Area. He/she is accountable for timely, accurate and customer-centered support delivery that meets the needs of Middlebury faculty, staff and students.

The Media Services and Technology Manager will serve, along with the other Managers in the Operations Area, as part of a collaborative leadership team that is responsible for overseeing key library and information services to the community. Specifically, the Operations Area team will oversee activities in the following areas: circulation services, user education, general support of information tools, distribution of information and presentation tools, event and classroom media support. As part of that team, she/he will contribute her/his individual skills and expertise as needed in order to help the team achieve its objectives. She/he will be responsible for communicating openly with work team members as well as with other staff that are affected by the work of the Operations Area. She/he will also work to facilitate two-way communication with staff in her/his immediate area of supervision. This individual will raise key questions confronting the work of Operations and will work to engage the team in answering these questions. Additionally, she/he will encourage and participate in dialogue with the user community in order to understand the expectations, needs and experiences of the user community.

Primary Responsibilities:

· The staff and students of the Help Desk are provided leadership and coaching to ensure effective and consistent technical expertise and excellent customer service

· Requests for technical support from faculty, staff and students are promptly and reliably received and acknowledged, with a significant majority resolved on first contact.

· Issues not resolved on first contact are researched using the KnowledgeBase and web resources. All resources, including consultation with others in LIS, vendors and manufacturers are exhausted. All steps are fully documented and unresolved issues are escalated properly.

· Communication with other work areas is effective, ensuring optimal productivity and service to partners, users and the institution.

· Fluency with standard hardware, software and network configurations in use at the College is maintained.

· Support systems and services are actively analyzed, evaluated and developed as part of a team-based group.

· The student computer purchasing process is reliable, accessible and well documented and provides options for models that are price competitive and configured for successful use at Middlebury College.

· Upgrades of college-owned equipment and software are completed on schedule.

· An accurate and complete hardware and software inventory is maintained.

· External user and internal Helpdesk documentation is accurate and comprehensive.

· All diagnostics steps and solutions to new technical problems are researched and submitted as knowledgebase article ideas for review.

· The database tools used by technology support are configured and maintained to meet the needs of support staff and customers.

· Faculty and staff are oriented in the use of new and/or upgraded Windows and Macintosh desktop computing systems, including operating systems and application use, and in new and/or upgraded classroom technologies.

· The expertise of Media Services informs the planning, design and implementation of new teaching spaces or renovation of existing facilities.

· Technology projects within the team are planned, documented and managed. Milestones and project goals are met.

· A comprehensive training schedule of workshops and one-on-one help sessions is maintained, well attended and evaluated favorably by faculty, staff and students.

· New computing equipment and new releases of specialized applications are evaluated and tested for compatibility with current office computing environments, before campus-wide release.

· Knowledge of new computer equipment, applications and network systems in use at the College is constantly maintained.

· Technology projects within the team are planned, documented and managed. Milestones and project goals are met.

· Staff receive regular feedback as well as annual performance evaluations, including support for staff development and continuing education

· The Operations budget is carefully and accurately developed and managed to meet the strategic priorities of LIS, and maintain fiscal responsibility.

· Other duties are performed as assigned to assist the department in achieving and maintaining its mission.

· Evening and weekend work required.

Key Relationships:

• With other members of the Operations management team
• With staff responsible for providing services
• With LIS management from other clusters
• With the Dean and Area Directors of LIS

Key Principles: Library and Information Services is part of an educational community and shares in the responsibility for supporting teaching and learning as part of the College mission. We are committed to the following.

• Proactive, responsive, respectful customer service
• Opportunities and expectations for employee development
• Collaboration within the organization, across the college, and beyond
• Effective and open communication
• Understanding the work of our customers

Expected Outcomes:

• A consistently high level of user satisfaction with the services provided by the Operations Cluster

• A well-supported and productive staff.
• Accurate and responsible management of budgetary resources

Education/training:

Bachelor's degree with three years of management experience, preferably in an academic or equivalent service environment required. Extensive working knowledge in at least one Media Service in support of teaching and working knowledge of the Internet and electronic communications software required.

Experience:

Employee development and performance management experience.

Experience in budget preparation and management.

Strong interpersonal skills and the ability to effectively communicate with a wide range of individuals and constituencies in a diverse community.

Ability to supervise and train assigned staff including organizing, prioritizing, and scheduling work assignments.

5 years of progressively responsible management experience.

Ability to communicate with both technical and non-technical personnel in a results and customer service-oriented manner essential.

Ability to work successfully in a team-oriented environment, responding to rapidly changing demands.

Must handle pressure gracefully.