POSITION: Technology Support Manager and Trainer
REPORTS TO: Executive Director of Enterprise Strategy & IT
STATUS: Full-time, Exempt
RANGE: $80,000 - $95,000
SUMMARY: Founded in 1901, Brooklyn Law School is a distinguished, independent law school located in Downtown Brooklyn, New York. The Law School is searching for a Technology Support Manager and Trainer to join our team. The Law School's size, vibrant employee and student population, and commitment to training the next generation of lawyers and promoting social justice, will offer a candidate the opportunity to develop and diversify practical skills and participate firsthand in operating a successful educational institution.
Brooklyn Law is seeking an experienced and dynamic Technology Support Manager and Trainer to oversee day-to-day operations of our Desktop Support team while also playing a crucial role in end-user training across campus. The ideal candidate will combine strong operational management skills with a passion for user education, ensuring the efficient resolution of technical issues and fostering a culture of continuous improvement.
Responsibilities include:
- Provide operational management for Desktop support personnel, ensuring the efficient resolution of technical issues.
- Directly supervise staff, including hiring, training, and performance management.
- Oversee the handling of incidents and ensure they are resolved within agreed-upon service levels.
- Develop and deliver training programs for end-users on various applications used across campus, ensuring they are equipped with the knowledge to use these tools effectively.
- Ensure the creation and maintenance of technical documentation and user self-help materials to support ongoing user education and troubleshooting.
- Support continuous improvement efforts by developing and implementing processes to enhance the efficiency of IT support services and ticket resolution.
- Document help desk procedures and technical artifacts to streamline support and promote self-service among users.
- Ensure IT tickets are triaged and escalated appropriately, serving as a point of escalation for complex or unresolved issues.
- Monitor and analyze help desk metrics to identify areas for improvement and ensure alignment with service level agreements.
- Foster a positive and collaborative work environment within the IT support team.
- Provide ongoing coaching and mentorship to help desk staff to enhance their technical skills and customer service abilities.
Required:
- Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications (e.g., ITIL, CompTIA) are a plus.
- Proven experience in IT support management, including supervising a team and handling escalations.
- Strong knowledge of help desk operations, ticketing systems, and end-user training methodologies.
- Excellent communication and interpersonal skills, with the ability to convey technical information to non-technical users.
- Demonstrated ability to develop and implement process improvements and handle multiple priorities effectively.
- Strong problem-solving skills and a customer-focused mindset.
Preferred:
- Experience in higher education or legal education environments.
Brooklyn law school has an excellent benefits package that includes sick, personal and vacation paid time off, a generous retirement plan, dependent tuition scholarship Pre K- undergraduate college and additional summer Friday PTO.
Brooklyn Law School values a diverse and vibrant community and affirmatively encourages applications from candidates of all backgrounds and life experiences.