Department: Libraries

Job Title: IT Technical Support Manager

Job Code: M409-701

Civil Service Position: Non Civil Service position

Union Affiliation: None

Hours Per Week:37.5-hour workweek. Hours are assigned and may be changed to meet the needs of the department and the Library. Flexibility is required. Initial schedule as follows: Mon - Fri: 8:30 AM – 5:00 PM.

JOB SUMMARY:  Under the guidance of the Manager of Innovation & Technology, the Technical Support Manager develops, implements, administers, and supports all information technology systems for the Cambridge Public Library System. This position supervises a staff of one or more full-time technicians, co-op, or intern positions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage technical support for library staff and patrons. Hands-on work is required as well as coordinating efforts of direct reports.
• Provide excellent customer service and perform job responsibilities in a professional manner.
• Effectively communicate technical instructions (orally, graphically, and in writing) with staff and patrons to facilitate the successful completion of assigned tasks.
• Acts as a technical liaison to the City's central IT department, vendors, and regional library consortium (Minuteman Library Network).
• Provide first level support for all Library software including Sierra, LibApps, and MS Office.
• Configure and deploy PCs, Macs, laptops, printers, and other hardware to end users, leveraging enterprise network imaging tools.
• Create and modify user accounts and groups via Active Directory Manager.
• Assist with software deployments and City-wide upgrades as assigned.
• Manage City issued mobile devices via device management software.
• Provide supplemental support for AV equipment including projectors, microphones, speakers, sound systems, for lecture hall and conference room meetings and after-hours events.
• Engage in training to ensure a high level of personal knowledge related to the latest technology.
• May lead or assist in developing and delivering technical training to staff or patrons.
• Collaborate with other library departments to resolve shared issues and support shared processes.
• Implement and document solutions in the department knowledge base.
• Evaluate, recommend, implement, and maintain new equipment and software systems.
• Responsible for backup coverage/support as assigned within other areas of Innovation & Technology, such as supporting Hive Makerspace issues.
• Responsible for areas such as scheduling, training, coaching, and contributing to staff performance evaluations.
• In the case of after-hours emergencies, be reachable by City-provided cellphone to triage and escalate issues to other City or vendor contacts.
• Perform other related duties and special projects as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.  

 

MINIMUM REQUIREMENTS:

• Four (4) years of experience performing technical support duties in a mid-size organization.
• Two (2) years of experience managing a technical support service group.
• Bachelor's degree in Information Technology, or equivalent combination of education, experience, and training.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Commitment to doing all work through a lens of diversity, equity, inclusion, and anti-racism.
• Proven ability to manage a small technical support team; people skills, project management skills, initiative.
• Ability to explain and effectively communicate technical information to a non-technical audience.
• Skilled in performing routine hardware troubleshooting on various computers, monitors, printers, scanners, etc.
• Proficient in Microsoft Windows, Chrome OS, Mac OS, and Microsoft Office products.
• Basic knowledge of hardware components and how they relate relevant to Local Area Networks (LANs) and Wide Area Networks (WANs).
• Knowledge of PC and Server hardware support, software applications design, and networks.
• Comfort with providing onsite and remote AV presentation and meeting support (projectors, presentation software, TV displays, Livestreaming, Zoom, Teams).
• Knowledge of enterprise-level imaging processes including SCCM, KACE, Altiris, etc., preferable.
• Ability to maintain professionalism in a technical support environment.
• The City of Cambridge's workforce, like the community it serves, is diverse. Applicants must have the ability to work and interact effectively with individuals and groups with a variety of identities, cultures, backgrounds, and ideologies.

 

 

PHYSICAL DEMANDS: Ability to access, input, and retrieve information from a computer; answer telephones; must read and analyze large quantities of information; ability to operate standard office equipment; transport carts of materials that can weigh more than 100 pounds across a level floor or on a ramp; carry baskets of materials weighing up to 30 pounds; pay attention to details and concentrate on tasks despite frequent interruptions and moderate noise levels; communicate effectively and exchange accurate information with coworkers and members of the public; read and organize written material.

WORK ENVIRONMENT: Work in assigned areas, primarily a shared open office, but also including public areas of the Library, training rooms, and Branch Library locations, as needed. Normal office exposure to noise, stress, and interruptions. This position may be eligible for hybrid work under the City's Telework Policy, depending on operational needs.

 

RATE: $95,052 -$112,589 annually in seven steps + excellent benefits

APPLICATION PROCEDURE:

Internal applicants submit a job bidding form and 2 copies of both your resume and cover letter; external applicants submit both your resume and cover letter by 5pm of the closing date via email to employment@cambridgema.gov or to the Personnel Dept, Room 309, City Hall, 795 Massachusetts Avenue, Cambridge MA  02139. Fax 617-349-4312.

 

THE CITY OF CAMBRIDGE IS AN AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER AND DOES NOT DISCRIMINATE ON THE BASIS OF RACE, COLOR, SEX, RELIGION, AGE, NATIONAL ORIGIN, DISABILITY OR ANY OTHER PROTECTED CATEGORY. WOMEN, MINORITIES, VETERANS, MEMBERS OF THE LGBTQ+ COMMUNITY, AND PERSONS WITH DISABILITIES ARE ENCOURAGED TO APPLY. CITY OF CAMBRIDGE RESIDENTS ARE ESPECIALLY ENCOURAGED TO APPLY. AUXILIARY AIDS AND SERVICES, WRITTEN MATERIALS IN ALTERNATIVE FORMATS, AND REASONABLE MODIFICATIONS IN POLICIES AND PROCEDURES WILL BE PROVIDED TO QUALIFIED INDIVIDUALS WITH DISABILITIES FREE OF CHARGE, UPON REQUEST. The City is committed to advancing a workforce culture of antiracism, diversity, equity, and inclusion.