Manager - Client Services Administration

Southwest Tennessee Community College is a comprehensive, multicultural, public, open—access college. Southwest has 6 campuses/centers from which it offers over 100 programs and over 20 technical certificate programs.

We foster student success, transform lives, and increase the educational level of a growing community in Shelby County. Southwest is a Tennessee Board of Regents institution, accredited by the Commission on Colleges of the Southern Association of Colleges and Schools.

We invite you to become a part of the Southwest Team!

Title: Manager - Client Services Administration

Employee Classification: Other Professionals

Institution: Southwest Tennessee Community College

Department: Client Services

Campus Location: STCC - Multiple Campus Locations

Job Summary

The Division of Administrative Services seeks an innovative and service-focused Manager of Client Services to lead the College’s client technology support efforts. Reporting to the Deputy Chief Information Officer, this full-time, fiscal-year position oversees the effective utilization, deployment, and support of computer resources for academic and administrative use across the College's campus and satellite locations.

This role involves technical leadership, strategic planning, and operational oversight to ensure the timely delivery of exceptional support services, aligning with the College’s goals and technological advancements.

Job Duties

• Technical Leadership and Support
  • Lead the end-to-end management of client technology support, including hardware specification, software installation, troubleshooting, and warranty coordination.
  • Ensure seamless integration of desktop and laptop devices with the College’s network infrastructure, information systems, and cloud services.
  • Develop and implement innovative deployment strategies for client devices to ensure maximum uptime and efficiency in academic and administrative environments.
• Client and Media Service and Support
  • Manage and oversee the day-to-day operations of the Client and Media Service and Support technicians, ensuring all trouble tickets and work orders are resolved efficiently and effectively.
  • Maintain a robust tracking system to monitor the progress and resolution of all requests, ensuring exceptional service delivery.
  • Use modern ticketing systems and tools, such as BMC RemedyForce, ServiceNow, Zendesk, or equivalent platforms, to improve operational visibility and accountability.
• Team Leadership and Development
  • Supervise and evaluate the performance of technical staff, fostering a culture of continuous improvement and professional growth.
  • Provide hands-on coaching, mentorship, and technical guidance to technicians, encouraging innovation and collaboration.
  • Coordinate professional development initiatives to keep the team current with emerging technologies, certifications, and best practices.
• Academic and Administrative Collaboration
  • Collaborate with faculty to design and implement configurations for academic computer labs, ensuring alignment with curriculum needs and technological advancements.
  • Partner with administrative and academic stakeholders to deploy desktop solutions for special events such as student registration, orientation, and financial aid support.
  • Act as a trusted technical resource for desktop and user-facing technologies, ensuring seamless user experiences.
• Process Improvement and Innovation
  • Research, recommend, and deploy emerging technologies to enhance the effectiveness of client services.
  • Develop and document procedures to optimize troubleshooting, configuration management, and deployment workflows.
  • Regularly evaluate and improve help desk processes to ensure alignment with ITIL best practices and industry standards.

Minimum Qualifications

• Education and Experience
  
  • Associate’s Degree in Information Technology, Computer Science, or a related field (Bachelor’s degree preferred).
    
  • At least three (3) years of experience in a networked microcomputer environment.
    
  • A minimum of one (1) year in a supervisory or leadership role within a technical support team.
    
• Certifications and Technical Skills