Technology Support Manager and Trainer
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Job Description
REPORTS TO: Executive Director of Enterprise Strategy & IT
STATUS: Full-time, Exempt
RANGE: $80,000 - $95,000
SUMMARY: Founded in 1901, Brooklyn Law School is a distinguished, independent law school located in Downtown Brooklyn, New York. The Law School is searching for a Technology Support Manager and Trainer to join our team. The Law School s size, vibrant employee and student population, and commitment to training the next generation of lawyers and promoting social justice, will offer a candidate the opportunity to develop and diversify practical skills and participate firsthand in operating a successful educational institution.
Brooklyn Law is seeking an experienced and dynamic Technology Support Manager and Trainer to oversee day-to-day operations of our Desktop Support team while also playing a crucial role in end-user training across campus. The ideal candidate will combine strong operational management skills with a passion for user education, ensuring the efficient resolution of technical issues and fostering a culture of continuous improvement.
Responsibilities include:
- Provide operational management for Desktop support personnel, ensuring the efficient resolution of technical issues.
- Directly supervise staff, including hiring, training, and performance management.
- Oversee the handling of incidents and ensure they are resolved within agreed-upon service levels.
- Develop and deliver training programs for end-users on various applications used across campus, ensuring they are equipped with the knowledge to use these tools effectively.
- Ensure the creation and maintenance of technical documentation and user self-help materials to support ongoing user education and troubleshooting.
- Support continuous improvement efforts by developing and implementing processes to enhance the efficiency of IT support services and ticket resolution.
- Document help desk procedures and technical artifacts to streamline support and promote self-service among users.
- Ensure IT tickets are triaged and escalated appropriately, serving as a point of escalation for complex or unresolved issues.
- Monitor and analyze help desk metrics to identify areas for improvement and ensure alignment with service level agreements.
- Foster a positive and collaborative work environment within the IT support team.
- Provide ongoing coaching and mentorship to help desk staff to enhance their technical skills and customer service abilities.
Required:
- Bachelor s degree in Information Technology, Computer Science, or a related field. Relevant certifications (e.g., ITIL, CompTIA) are a plus.
- Proven experience in IT support management, including supervising a team and handling escalations.
- Strong knowledge of help desk operations, ticketing systems, and end-user training methodologies.
- Excellent communication and interpersonal skills, with the ability to convey technical information to non-technical users.
- Demonstrated ability to develop and implement process improvements and handle multiple priorities effectively.
- Strong problem-solving skills and a customer-focused mindset.
Preferred:
- Experience in higher education or legal education environments.
Brooklyn law school has an excellent benefits package that includes sick, personal and vacation paid time off, a generous retirement plan, dependent tuition scholarship Pre K- undergraduate college and additional summer Friday PTO.
Brooklyn Law School values a diverse and vibrant community and affirmatively encourages applications from candidates of all backgrounds and life experiences.