Department:Libraries

Job Title:Technical Support Manager / Innovation & Technology

Job Code:M409-701

Civil Service Position:Non Civil Service position

Union Affiliation:None

Hours Per Week:37.5 hours per week, generally worked Monday – Friday from 8:30 a.m. – 5:00 p.m. Evenings and/or weekend hours may be required as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Under the guidance of the Manager of Innovation & Technology, the Technical Support Manager develops, implements, administers, and supports all information technology systems for the Cambridge Public Library System. This position supervises a staff of one or more full-time technicians.

Manage technical support for library staff and patrons. Hands-on work required as well as coordinating efforts of direct reports.
Provide excellent customer service and perform job responsibilities in a professional manner.
Effectively communicate technical instructions (orally, graphically, and in writing) with staff and patrons to facilitate the successful completion of assigned tasks.
Work closely with City's central IT support team to triage and escalate end-user issues.
Provide first level support for all Library software including Sierra, Library applications, and MS Office.
Configure and deploy PCs, laptops, tablets, and printers to end-users leveraging enterprise network imaging tools.
Create and modify user accounts and groups via Active Directory Manager.
Manage City issued mobile devices via device management software.
Set-up and breakdown of A/V equipment for Library Meetings and after-hours events.
Engage in training to ensure a high level of knowledge related to the latest technology.
May lead or assist in developing and delivering technical training to staff or patrons.
Assist with software deployments and City-wide upgrades as assigned.
Collaborate with other system managers to resolve department IT issues.
Implement and document solutions in the department knowledge-base.
Acts as a technical liaison to the City's central IT department, vendors, and regional library consortium (Minuteman Library Network).
Evaluate, recommend, implement, and maintain new equipment and software systems.
Responsible for oversight of the IT staff in the absence of the Manager of Technology & Innovation.
Responsible for areas such as scheduling, training, coaching, and contributing to staff performance evaluations.
Perform other related duties and special projects as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

 

 

MINIMUM REQUIREMENTS:

Four (4) years of experience performing technical support duties in a mid-size organization.
Two (2) years of experience managing a technical support service group.
Bachelor's degree in Information Technology, or equivalent combination of education, experience, and training.
The City of Cambridge's workforce, like the community it serves, is diverse. Applicants must have the ability to work and interact effectively with individuals and groups with a variety of identities, cultures, backgrounds, and ideologies.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

Commitment to doing all work through a lens of diversity, equity, inclusion, and anti-racism.
Proven ability to manage a small technical support team; people skills, project management skills, initiative.
Ability to explain and effectively communicate technical information to a non-technical audience.
Skilled in performing routine hardware troubleshooting on various computers, monitors, printers, scanners, etc.
Proficient in Microsoft Windows operating systems and Microsoft Office products.
Basic knowledge of hardware components and how they relate relevant to Local Area Networks (LANs) and Wide Area Networks (WANs).
Knowledge of PC and Server hardware support, software applications design, and networks.
Familiarity with Mac OS and IOS based systems.
Familiarity with Chrome OS and Android based devices and administration.
Comfort with providing onsite and remote AV presentation and meeting support (projectors, presentation software, TV displays, Livestreaming, Zoom, Teams).
Knowledge of enterprise level imaging processes including SCCM, KACE, Altiris, etc. Preferable.
Ability to maintain professionalism in a technical support environment.

 

 

 

PHYSICAL DEMANDS: Ability to access, input, and retrieve information from a computer; answer telephones; must read and analyze large quantities of information; ability to operate standard office equipment; transport carts of materials which can weigh more than 100 pounds across a level floor or on a ramp; carry baskets of materials weighing up to 30 pounds; pay attention to details and concentrate on tasks despite frequent interruptions and moderate noise levels; communicate effectively and exchange accurate information with coworkers and members of the public; read and organize written material.

WORK ENVIRONMENT: Work in assigned area, including office areas, training rooms and library locations, as needed. Normal office exposure to noise, stress, and interruptions.

 

 

RATE: $ 92,720 -- $ 109,827 annually in seven steps

APPLICATION PROCEDURE:

Internal applicants submit a job bidding form and 2 copies of both your resume and cover letter; external applicants submit both your resume and cover letter by 5pm on the closing date via email to: [log in to unmask] or to Personnel Dept, Room 309, City Hall, 795 Massachusetts Avenue, Cambridge MA  02139. Fax 617-349-4312.

 

THE CITY OF CAMBRIDGE IS AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER. WOMEN, MINORITIES, VETERANS, MEMBERS OF THE LGBTQ+ COMMUNITY, AND PERSONS WITH DISABILITIES ARE ENCOURAGED TO APPLY. THE CITY IS COMMITTED TO ADVANCING A WORKFORCE CULTURE OF ANTIRACISM, DIVERSITY, EQUITY, AND INCLUSION.


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