Library and Information Technology Desk Manager - Trinity
College in Hartford is seeking a dedicated and customer-focused
individual for the full-time position of Library and
Information Technology Desk Manager. The successful candidate
ensures that members of the Trinity community receive seamless IT
technical support and access to materials in the library’s collection
(both Trinity’s and partner institutions) and receive
fast and accurate answers to questions.
Reporting to the
Director of Constituency Services, this entry level management position
will involve working closely with Library and Information Technology
Services staff, other
college departments, as well as consortium partners to develop and
maintain an outstanding customer service model at the primary service
desk of the Library and Information Technology Services department.
The successful
candidate will play a vital role in implementing new and innovative
ways to serve the Trinity community. The incumbent will: exercise
independent judgement to make decisions that may depart from standard
procedures as needed; participate in evaluation
of new work processes and tools; assess current services and needed
improvements by analyzing data; and recommend new technology solutions
as appropriate to the needs of the department. Daily responsibilities
include participating in all services
at a busy Desk operation, such as processing Library and Information
Technology Services tickets; ensuring that phone, email, and web
requests are appropriately handled; assisting clients with technology
issues; circulating materials; managing and
coordinating urgent and complicated support issues; basic oversight
of building operations such as safety and cleanliness; and responding to
questions regarding IT and library services, policies, and procedures.
The Library
and Information Technology Desk Manager will also be responsible for
the hiring, training, scheduling, mentoring, supervising, and payroll
of our student assistants. The incumbent will serve on Trinity and
consortium committees as appropriate.
The ideal candidate will
be: Friendly and outgoing with a positive and cooperative attitude.
Customer-service oriented, with proven customer service work experience.
Experienced in managing a diverse staff. Able to successfully
work independently and as part of a team in a fast-paced
environment. Familiar with technology, especially in an academic
environment, and comfortable troubleshooting issues with Mac OS and
Windows computers, printers, applications, databases, and
WIFI. Knowledgeable about user experience (UX) principles. Flexible
with scheduling and able to work evenings and weekends.
Qualifications: Bachelor’s Degree and IT, library or customer service experience, including
supervision of staff, or an equivalent combination of experience and education.
Special Instructions to Applicants: All applicants must apply online, https://trincoll.peopleadmin.com/postings/2438,
by submitting their resume and cover letter as well as list 3 references. Please
also address how you would foster and promote an environment of
diversity, equity, and inclusion in your cover letter or application
materials.
Review of applications will begin September 27, 2021 and will continue until filled.
