Job Title:	PC Support Manager	Wage/Hour Status:	Nonexempt
Reports To:	Director of Technology Operations	Pay Grade:
Dept./School:	Technology	Date Revised:	Aug 2007
Primary Purpose:
	Responsible for the hardware, software and peripheral support including diagnosis and repair of desktop computers, laptops, tablets and other hardware.
Qualifications:
	Education/Certification:
	High school diploma or GED, preferred
	A+ and Net Plus Certifications
	Dell repair certification
	IBM repair certification
	Special Knowledge/Skills:
	Extensive knowledge of various PC hardware and software. Sound management ability and strong decision making skills. Strong organizational, communication and troubleshooting skills. Ability to grasp and convey complex technical information in layman's terms.
	Experience:
	Three years experience in a setting with high exposure to microcomputers being familiar with a variety of software, hardware and software applications.
Major Responsibilities and Duties:
	1. Supervise and Train technicians on diagnosis and repair of computers.
	2. Supervise work order assignments to technical staff and communicate the status of problem resolution to customers.
	3. Review and enforce service level agreements with hardware vendors concerning computer repair of warranty and non-warranty equipment.
	4. Maintain ATN Price Listing of Computer Hardware, Software and other equipment.
	5. Manage technical staff certification testing needed to order parts and repair computers.
	6. Assist in the development of procedures for Helpdesk operating/procedure manuals.
	7. Manages the deployment, maintenance, support and upgrade of desktop PC, hardware, software, operating systems and printers.
	8. Assist with system and operations support relative to the maintenance and enhancement of pc support.
	9.Observe and measure support staff performance against customer requirements and recommend modifications to existing systems.
	10. Conduct periodic user satisfaction surveys and track user problem trends; create reports based on information provided from user surveys and trends.
	11. Become familiar with available help resources; stay updated on campus technology changes or problems.
	Safety: 12. Operate tools and equipment according to prescribed safety procedures. 13. Follow established safety procedures and techniques to perform job duties, including lifting, climbing and carrying. 14. Correct unsafe conditions in the work area and report any conditions that are not correctable to the supervisor immediately.
	Other: Other duties assigned
Supervisory Responsibilities:
	campus support technicians
Working Conditions:
	Mental Demands/Physical Demands/Environmental Factors:
	Frequent district wide travel; occasional prolonged and irregular hours.