This position is responsible for the effective and efficient operation of Bryant’s Laptop Central environment, including people, processes, and technology within the problem reporting and resolution process. The position will ensure that all phases of the Laptop Central support are coordinated, monitored, logged, tracked, and resolved appropriately and professionally. The person holding this position will report directly to Bryant’s Director of Campus Technology Services.
Laptop Central provides primary IT support for Bryant’s students. This position includes both overall management of service activities and, when required, direct hands-on technical support. Other responsibilities include setting up and maintaining support processes and documenting these procedures, scheduling tasks and projects for the service support team members, hiring, training and supervising student, support and administrative workers and reviewing and approving worker time sheets. Additionally, conduct regular monitoring of the performance of the Service Desk via metrics and SLA requirements, use this data to drive continual process and customer support improvements, and resolve any identified weaknesses or issues through formal improvement plans. This position will also submit proposed operating budgets to the director and manage day to day spending to ensure budgeted amounts are not exceeded.