Customer Information Center Manager jobs in Connecticut

• JobID: 223
Position Type:
Information Technology/Desktop/Network Support Specialist

Date Posted:
2/25/2022

Location:
Middletown, CT

Closing Date:



The State Education Resource Center (SERC) is seeking candidates for a full-time position as Information Technology and Media Services Manager. This position reports directly to the Executive Director.

SERC's mission is to provide resources, professional development, and a centralized library to educators, families, and community members in collaboration with the CT State Board of Education and other partners. SERC believes that all students have the right to access opportunities and experiences that reflect and respect their differences and abilities. Research indicates that educational outcomes for students of color, students who are English learners, and students with disabilities continue to lag behind the results of other students. SERC's consultants and staff, in collaboration with our partners in school districts and organizations, build the capacity of educators, service providers, and families to meet the diverse needs of our student population.

General Summary

The Information Technology (IT) and Media Services Manager will provide technical leadership while establishing relationships and providing superior customer service to SERC and its external partners while maintaining our computer networks and improving user connectivity in a hybrid work environment. Primary responsibilities will include SERC's programming regarding Technology in Education (TIE), distance learning services, and products. The purchasing, advancement, and maintaining of SERC's internal technology, web presence, and infrastructure, and coordination of SERC's media and publications. Additional duties include systems administration, desktop support, information or network security, software solutions, web-based publishing and design, and online communications. SERC's Information Technology and Media Services Manager will provide operational management and supervise technology-related positions within the agency, which may include the Webmaster, System Administrator, and Consultants.

Essential Job Functions

The SERC Information Technology and Media Services Manager provides a wide range of technological services. Applicants must have the ability to complete the following essential job functions:
• Collaboratively and proactively create, monitor, and assess our technology use infrastructures practices while providing support, information, and network security needs across the agency, with SERC's vision to promote equitable and inclusive educational and early care environments.

• Provide strategic direction for developing or expanding current and emerging technology programs and services that address SERC's vision of equity and excellence in education, emphasizing students with disabilities, students who are learning English, and students of color.

• Monitor performance of information technology systems or media services to ensure they meet the needs of a broad range of stakeholders and users with client assessments, equipment, or services to make the department and agency more efficient.

• Collaboratively identify and communicate effectively as a part of the agency's leadership team or identified stakeholders when planning for or implementing changes to the operating systems, software applications, classroom technology, and staff technology needs.

• Coordinate with outside vendors and service providers to ensure that the agency's technology infrastructure, systems, and end-user devices continually operate reliably and efficiently.

• Maintain relationships and knowledge of current and upcoming IT equipment and trends used inside and outside the classrooms or hybrid office environments to provide strategic direction for internal and external technical support. In addition to relationships with technology, software, or security vendors.

• Support, manage and assess staff to provide flexible and superior customer service when troubleshooting or providing support for equipment and networks when necessary.

• Project management skills and ability to prioritize or delegate authority or responsibility to staff as necessary.

• Establish technology goals, track progress, and other metrics to manage projects with realistic timelines and budgets while offering innovative and cost-effective solutions.

Responsibilities

The SERC Information Technology and Media Services Manager position encompasses many responsibilities. Duties include, but are not limited to, the following:

• Oversees the planning, designing, implementing, and evaluating the agency's technological needs to address infrastructure, architecture, and processes.

• Works collaboratively with Leadership Team to establish strategic goals and long-range planning for SERC's programs and priorities.

• Collaboratively shapes and implements organizational, technological priorities, and infrastructure to meet SERC's strategic goals.

• Manages and integrates technological learning across the organization to meet various experience levels.

• Effectively supervises, evaluates, or facilitates ongoing career development or professional training and learning.

• Works effectively with individuals who are racially, culturally, and linguistically diverse.

• Communicate expertly and professionally in various venues, including meetings, presentations, documents, letters, reports, and grants.

Additional duties may, at times, be required.

Knowledge, Skills, and Abilities

Knowledge of:

• Administering a multi-server environment (Servers include Exchange, Windows Server, Active Directory, Windows Update Server, SQL Server, VPN, Print Servers, and Backup Servers).

• Technological applications within a hybrid office and educational environment.

• Computer systems, security, network and systems administration, databases and data storage systems, and phone systems.

• Networking – LAN, WAN, Fiber, and T1.

• Firewall, SPAM firewall, router, and switch configuration.

• Desktop, hardware, and software support.

• Web design and development.

• Database development administration, technology applications or software maintenance, customer service, or help-desk support.

Skill In:

• Supervisory experience with strong leadership, organizational, interpersonal, and communication skills.

• Administrative tasks, including department planning or development, include oversight and employee relations.

• Management of IT projects and rolling out IT infrastructures across various technologies.

• Negotiation, facilitation, and resourceful problem-solving.

• Exceptional written and oral communication skills and keen attention to detail.

• Critical thinking and decision-making.

Ability to:

• Articulate effectively either complex or straightforward high-tech software or network topics to a wide range of audiences to address concerns while mitigating agency risks and building a rapport.

• Persuasive public speaking and presentation abilities.

• Identify the intersection of equity (race, language, culture, and ethnicity) within all aspects of education and schooling as a link to promote seamless connections and ensure coherence with the agency's vision of Equity. Excellence. Education.

• Seek opportunities and calculate risks to accomplish results that can lead to process improvement for the betterment of the agency.

• Participate actively as a contributing team member to work and build relationships with multiple stakeholders.

The ideal applicants must have demonstrated effectiveness in a collaborative, highly team-oriented environment yet possess initiative, self-motivation, and the ability to manage multiple priorities independently and work with minimal supervision. Candidates from racially, culturally, and linguistically diverse backgrounds and candidates with disabilities are encouraged to apply.

Supervisory Responsibility

This position will supervise technology-related positions within the agency, including the Webmaster, System Administrator, and Consultants.

Work Environment

The Information Technology and Media Services Manager operate in a professional office environment and virtual environment. Professional business attire will be required. This role routinely uses standard office equipment such as computers and phones. There are off-site requirements specific to workshops, training, or school and community work. Some weekends and evenings, some early mornings, depending on the length of travel to schools, conferences, meetings, or training sites.

Physical Demands

The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.

While performing the functions of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand; be mobile; use hands or fingers; handle or feel, reach with hands and arms and lift/carry items. The availability of transportation is required to attend off-site work requirements.

Position Type/Expected Hours of Work

This role is a full-time, exempt position. Days and work hours are Monday through Friday from 8:30 a.m. to 4:30 p.m. Occasionally, weekend or after-hours work may be necessary.


Education and Experience

Bachelor's degree with a concentration in Information Technology, Computer Science, Management Information Systems (MIS), or related fields is required. Two to five years of supervisory experience managing technology infrastructure, network security, and online operating systems in an office or educational environment. Knowledge of current educational and technology trends is preferred. Agency may consider a combination of education AND experience.


Salary

*$83,500-107,100
*New hires will start at the first step of the salary range.

This position will remain open until filled. A thorough, updated resume, cover letter, and at least three professional references submitted with the application package are required for consideration. Apply online at www.ctserc.org (select Employment under the about tab). SERC reserves the right to substitute years of experience for certification or degrees. SERC may expand inquiries into materials submitted in support of an applicant's candidacy without further permission from the applicant.


Disclaimer

SERC reserves the right to substitute years of experience for certification or degrees. SERC may expand inquiries into materials submitted in support of an applicant's candidacy without further permission from the applicant. SERC reserves the right to modify compensation, benefits, minimum qualifications, desired skills, and job duties for this position at any time. A complete satisfactory background check is required.

SERC is an Affirmative Action/Equal Opportunity Employer and strongly encourages the application of individuals from racially, culturally, and linguistically diverse backgrounds and from persons with disabilities.