Portland Community College | Portland, Oregon

Technology Solution Services Manager

• Title: Technology Solution Services Manager
• Category: Management
• FLSA: Exempt
• Grade: K

Job Summary

Under the direction of the Associate Vice President of Technology Solution Services or Division Manager manages the day-to-day operations of assigned functional area within Technology Solutions. Participates in the development, recommendation, and administration of policies, procedures and processes in support of assigned functional area within the department. Responds to inquiries from College departments and/or external agencies and supervises administrative services professionals, paraprofessionals, and technical/support staff.

Distinguishing Characteristics

The Technology Solution Services Manager carries out operating policies and procedures with a focus in one functional area such as general technology, web, telecommunications, networking, media, or customer support.

Typical Duties and Responsibilities

1. Plans, organizes, maintains, and manages the processes and operations of an assigned Technology Solutions program. Manages the activities of assigned program area to include: planning, implementing, administering and evaluating projects and services impacting College operations from a Technology Services perspective.
2. Supervises administrative services professionals, paraprofessionals, and technical/support staff. Hires, evaluates, trains, disciplines and recommends dismissal of staff as necessary.
3. Develops, recommends, and administers policies, procedures, and processes in support of Technology operations in assigned area of responsibility; implements and monitors compliance with approved policies, procedures, and processes.
4. Participates in the development of standards and procedures for technology purchases and the utilization of outside vendors. Solicits, provides input into, and makes recommendations for the purchase of enterprise-wide technology solutions. Manages leased and purchased hardware and software.
5. Collects and analyzes a variety of complex data and information. Performs statistical analysis and summarizes findings in applicable reports or other communication mediums.
6. Manages priorities and coordinates activities between applicable campus site(s) and District information technology services department.
7. Participates in District-wide strategic and tactical planning to coordinate the delivery of products and services. Evaluates technology, sets standards, and makes appropriate recommendations for purchase and implementation. Provides project management for applicable technology deployments.
8. Manages asset management activities, which include participating in the development of processes to track assets, manage and coordinate inventory, and/or other related activities. Works closely with vendor companies and other colleges and universities. Maintains vendor partnerships.
9. Manages and participates in the installation, configuration, troubleshooting, maintenance, and repair of applicable technologies and associated equipment.
10. Participates in the development and administration of section budget; implements and allocates resources following budget approval; approves expenditures.
11. Participates in/on a variety of meetings, committees, task forces, and/or other related groups to communicate information regarding college-wide technology services, programs, areas of opportunity, and/or other pertinent information as appropriate.
12. Serves as a liaison with other departments and students within the College in order to provide information on available resources, programs, and/or services.
13. Positions in this classification may perform all or some of the responsibilities above and all positions perform other related duties as assigned.

Position-Specific Duties and Responsibilities

General Technology Solutions

Positions assigned to General Technology Solutions may also be responsible for:

• Managing technical resources for assigned campus.
• Serving as a liaison between assigned campus and the District.

Web Services

Positions assigned to Web Services may also be responsible for:

• Managing the development and support for enterprise-level web applications, including the College web site and the portal environment.
• Managing web strategy services, including usability, accessibility, web standards, technology planning, and consulting.

Telecommunications

Positions assigned to Telephone Services may also be responsible for:

• Managing and overseeing the installation, programming, configuration, and maintenance of telephone switching and voicemail equipment, call accounting systems and communication links.
• Troubleshooting the most complex telephone software and hardware problems and providing related end-user support.
• Reviewing telephone system capacities and recommending upgrades or re-engineering to improve system performance.

Network Administration

Positions assigned to Network Administration may also be responsible for:

• Managing the architectural design of the District’s network infrastructure, evaluating products, planning the installation of new products and implementing technology changes in the network.
• Managing the daily operation of the network infrastructure including performance monitoring, configuration, and problem resolution.
• Overseeing the troubleshooting of the most complex networking problems while ensuring that networking staff members are appropriately trained.

Server Administration

Positions assigned to Server Administration may also be responsible for:

• Coordinating and managing strategic and tactical planning, design, and implementation of the District’s enterprise, campus, and departmental server infrastructure.
• Managing the daily operation of the institution’s enterprise servers, including performance monitoring, configuration, and problem resolution.

Customer Support

Positions assigned to Customer Support may also be responsible for:

• Performs project planning and management for large-scale system implementation projects, which includes: technology assessment, RFP creation, vendor negotiation, implementation planning, testing, documentation, communication, and budgeting.
• Reviewing and documenting departmental expenditures related to hardware, software, equipment, and supplies, which includes coordinating the processing of purchase orders, blanket PO’s, and purchasing card transactions, verifying that account coding is correct and the appropriate budget is available.
• Serving as the point of contact for software registration, upgrades, and account maintenance.

Media Services

Positions assigned to Media Services may also be responsible for:

• Planning, designing, coordinating, and managing classroom media technology, IP-based video, surveillance video, broadcast technologies, and event media support for College campuses and extended campus facilities, including new construction and renovations.
• Developing, maintaining, and distributing written standards for wiring, equipment spaces, learning spaces, and production labs, ensuring that all new construction and remodeling comply with college standards for wiring, conduit, equipment closets, and technology-equipped learning spaces.

Information Security

Position assigned to Information Security may also be responsible for:

• Leading security planning and information technology governance initiatives as a key member to the TSS information security group.
• Managing security application systems and tools including virus protection, technical asset management, user authentication, and intrusion prevention and detection. Functions as a contributor in defining system security and functionality for other business system applications. Conducts vulnerability threat assessments on existing and planned application systems and develops action plans to mitigate security gaps.
• Providing technical leadership, expertise and direction working with district and college technical staff for design and implementation of information technology security systems.

Applications Support and Development

Positions assigned to Applications Support and Development may also be responsible for:

• Managing support and development of enterprise-level applications, including college ERP, data warehouse, Resource 25, email, and associated databases and middleware.
• Developing and implementing strategies and work plans for providing new enterprise applications solutions, as well as keeping the application environment operating at optimal performance and responsive to future and current needs.
• Providing technical leadership, expertise and direction; working with district-wide staff, including college data custodians and key business managers for the planning and implementation of enterprise applications.

Minimum Qualifications

Bachelor’s Degree in Information Technology or Computer Science discipline. Relevant experience may substitute for the degree requirement on a year-for-year basis. Five years progressively responsible, professional information technology experience related to area of assignment, including two years of supervisory experience.

Knowledge and Skills

Knowledge of:

• Supervisory principles;
• Budgeting principles;
• Applicable information technology systems in assigned area of responsibility;
• Technological trends;
• Project management principles and practices;
• Analytical methods;
• Computers and applicable software applications;
• Customer service principles.

Skills in:

• Supervising subordinate staff;
• Preparing and/or reviewing reports;
• Providing customer service;
• Managing projects;
• Developing and monitoring budgets;
• Preparing reports;
• Analyzing problems, identifying alternative solutions, projecting consequences of proposed actions, and making recommendations in support of goals;
• Adapting to rapidly changing environments;
• Analyzing business problems and making recommendations based on findings;
• Communicating technical information to a non-technical audience;
• Diagnosing and resolving complex technology issues;
• Analyzing problems, identifying alternative solutions, projecting consequences of proposed actions, and making recommendations in support of goals;
• Monitoring legal and regulatory changes;
• Mediating conflict;
• Conducting negotiations;
• Maintaining confidentiality;
• Designing and developing program plans in assigned area of responsibility;
• Analyzing processes and making recommendations for improvement;
• Researching, analyzing, and applying relevant information to the development of information technology processes and programs;
• Coordinating activities with other internal departments and/or external agencies;
• Preparing a variety of reports related to operational activities, including statistical analysis;
• Developing, recommending, implementing, and monitoring policies, procedures, and work flow;
• Working with diverse academic, cultural and ethnic backgrounds of community college students and staff;
• Utilizing computer technology used for communication, data gathering and reporting;
• Communicating effectively through oral and written mediums.

Work Environment and Physical Requirements

Work is generally performed in an office environment with frequent interruptions and irregularities in the work schedule. No special coordination beyond that used for normal mobility and handling of everyday objects and materials is needed to perform the job satisfactorily..

Revised: 02/08 (Deleted Database Manager Position/Added Applications Support and Development Manager Position)

• Replaces: Media Services Manager, TSS Customer Support Manager, Server Administration Manager, Telecommunications Services Supervisor, Network Administrator, Web Services Manager, Campus Technology Services Manager, Information Security Program Manager, Applications Support and Development Manager