Monday, September 20, 2021

Library and Information Technology Desk Manager - Trinity College, Hartford, CT

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.