Supervisor, Technology Support

Pasadena City College

Salary: $97,074.96 - $119,313.12 AnnuallyManagement Association M-4

Job Type: Classified Administrator

Job Number: 07707

Location: Pasadena, CA

Department: Business & Administrative Services

Closing: 7/21/2025 11:59 PM Pacific

Under general direction, supervises and coordinates technical support for all instructional areas and administrative offices; manages all mobile device management (MDM) systems including the creation of standard computer images, app package deployment workflows, and processes and procedures; creates dashboards and analytic reports to monitor IT Service Desk ticket metrics and makes recommendations to improve customer service; acts as an escalation point for complex computer system issues and works collaboratively with network, system, and application teams; oversees the Technology Purchase Request process and the annual renewal of software licensing; oversees IT asset management for all technology equipment and software; and performs related duties as assigned.

Supervises the daily maintenance and support of all district computer labs and office areas. Develops and maintains tech area assignments to evenly balance workload across the computer support team.
Supervises the management of all Mobile Device Management (MDM) platforms, including but not limited to, Microsoft Intune, Jamf Pro, and ChromeOS Device Management.
Oversees and creates standard OS deployment workflows, app deployment packages, and OS update processes for all computer and mobile platforms.
Oversees the daily operation of the ITS Help Desk. Develops and maintains the Help Desk backup schedule and student worker schedule to ensure optimal coverage during business hours.
Develops dashboards, reports and customer feedback surveys to monitor IT service delivery. Makes recommendations to improve customer satisfaction and staff efficiency and effectiveness.
Reviews Technology Purchase Requests to assist the supervising manager in determining whether the requested equipment is necessary or meets districts standards.
Oversees the management of the ITS Help Desk ticketing solution, including, but not limited to, ticket workflows, agent groups, business rules, ticket forms, ticket notifications, service catalogs, customer satisfaction surveys, canned responses, and scenario automations.
Supervises the maintenance of the ITS Help Desk knowledge base to ensure that solution articles are well written, easy to understand, and effectively reduce the number of incoming help desk tickets.
Oversees the maintenance of the technology asset management database to ensure that all district-owned technology equipment is accurately accounted for and refreshed at the end of its lifecycle.
Maintains asset inventory of all software license and subscription records and assists with contract renewal.
Assists with the development of computer standards, technology refresh lifecycles, budgets, and processes and procedures.
Reviews computer supply inventory, requests quotes and submits technology purchase requests to ensure an adequate supply of computers supplies, peripherals and accessories.
Acts as escalation point to help address and resolve complex issues or issues where the customer is upset or dissatisfied. Helps streamline ticket escalation to other teams.
Ensures appropriate training for classified and unclassified staff; develops training materials and user guides.
Directly manage all aspects of employee lifecycle including recruitment, transfers, suspensions, layoffs, recalls, promotions, terminations, task assignments, performance evaluations, rewards, disciplinary actions, and grievance resolution, ensuring adherence to company policies and legal requirements.
Acts as project lead for special projects and work assignments to assist the supervising manager.
Performs related duties as assigned.

EDUCATION AND EXPERIENCE:

Required:

Bachelor's degree in computer science, management information systems or related field.
Five years of experience working with computer hardware and software support in an instructional computing environment.

AND

Three years of experience managing mobile device management (MDM) systems such as Microsoft Intune, Microsoft System Center Configuration Manager (SCCM), and Jamf Pro.

Or an equivalent combination of training, certifications and experience.

Preferred:

Jamf 100/200/300/400 Certifications
Microsoft 365 Certified: Endpoint Administrator Associate
Five years of experience working in public education.

KNOWLEDGE, SKILLS AND ABILITIES - May be representative, but not all-inclusive, of those knowledge, skills and abilities commonly associated with this position.

Knowledge of Mobile Device Management (MDM) platforms such as Microsoft Intune, Jamf Pro, and ChromeOS Device Management for deploying and managing devices.
Understanding of help desk ticketing solutions to track and resolve technical support issues efficiently.
Knowledge of computer operations in lab, classroom, and support environments, including setup, maintenance, and troubleshooting.
Familiarity with IT service desk operations, including prioritization, scheduling, and task assignment to optimize workflow.
Understanding of server, network, and data security methodologies to maintain secure systems and prevent unauthorized access.
Expertise in computer hardware, software applications, and networking standards for troubleshooting and maintaining technology infrastructure.
Ability to oversee and implement software and hardware lifecycle management to ensure timely updates and replacements.
Knowledge of current and emerging technologies relevant to IT support, education, and enterprise environments.
Understanding of IT-related laws, regulations, and compliance requirements to ensure adherence to industry standards and institutional policies.
Ability to research, analyze, and interpret data to support decision-making and technology recommendations.
Skill in business communication and writing to prepare reports, documentation, and correspondence effectively.
Knowledge of IT security protocols and best practices for maintaining data integrity, privacy, and protection.
Ability to apply deployment scripts and imaging solutions to distribute software and manage applications efficiently.
Proficiency in using ERP and timekeeping software to track budgets, work hours, and financial transactions.
Capability to develop and implement strategic IT goals and measurable outcomes aligned with institutional objectives.
Strong problem-solving and analytical skills to identify IT needs, diagnose issues, and recommend effective solutions.
Ability to manage multiple projects and priorities within deadlines while maintaining high-quality service delivery.
Leadership and supervisory skills to train, oversee, and evaluate the work of assigned employees.
Effective customer service and interpersonal skills to engage with users and resolve IT-related issues with professionalism and patience.
Strong presentation and instructional skills to deliver training and guidance on technology tools and best practices.
Demonstrate a sensitivity to, and understanding of, the diverse academic, socioeconomic, cultural, disability, gender identity, sexual orientation, and ethnic backgrounds of community college students.

PHYSICAL ABILITIES AND WORK ENVIRONMENT - Activities and environmental or atmospheric conditions commonly associated with the performance of the functions of this job. The physical demands and environmental conditions described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

PHYSICAL ABILITIES

The position occasionally (31 minutes - 2.5 hours) is required to exhibit the physical ability to push, pull, lift, and carry objects weighing between 10 lbs. - 50 lbs. while transporting and installing technology equipment.
The position will occasionally (31 minutes - 2.5 hours) be required to exhibit fine manipulation to operate common hand tools, climb ladders, stoop (slight bend at the knees), squat, reach above and below shoulder level to inspect and install equipment.
The position will occasionally (31 minutes - 2.5 hours) be required to walk and stand while inspecting, trouble shooting, and installing technology equipment.
The position will frequently (2.6 hours - 5.5 hours) be required to sit and exhibit fine manipulation to operate a computer.
The position will continuously (5.6 hours - 8 hours) be required to exhibit the ability to communicate to inspect, diagnose, troubleshoot, and install technology equipment and resolve computer issues.

ENVIRONMENTAL ELEMENTS

The position will seldom (30 minutes or less) will be required to work in high heights while inspecting and troubleshooting technology equipment.
The position will occasionally (31 minutes - 2.5 hours) work around electrical hazards and sharp objects/tools while installing and troubleshooting technology equipment.
The position will continuously (5.6 hours - 8 hours) be required to work in an indoor office environment exposed to a moderate temperature and will be in contact with customers, end users, and the general public.

Core Competencies: The District has identified the following essential skills and attributes needed for success in this position.

Technical Support and Troubleshooting
Team Leadership
Mobile Device and System Management
IT Service Desk and Customer Support
IT Asset and Software License Management
Collaboration and Communication
Process Improvement and Analytics
Project and Resource Management

Salary Range
M-4

APPLICATION AND SELECTION PROCESS

Pasadena City College (PCC) utilizes an online application process. Hard copy, e-mailed, or faxed resumes are not accepted. Job postings will not be reopened due to failure to submit an application before the closing date for any reason. You can apply for a position from any computer with Internet access. Please keep in mind the following:

If you do not follow the process or your application/resume is incomplete, your information will not be processed.
If you need to update any submitted information, you will need to reapply in full. When HR sees duplicate applications, we archive the oldest and the most recent application and materials are considered.
The selection advisory committee will review, evaluate, and consider applications and supporting materials received by the deadline. Meeting the minimum qualifications for a particular position does not assure the applicant an interview.
While the acceptance of the application packet is done through PCC's Applicant Tracking System (ATS), all hiring decisions are made by a hiring committee.
Once applications are submitted, they are final. Please carefully review your application and the documents which you are attaching to make sure that they are free from errors and complete. If you require assistance with your application, please refer to the application guide or you may contact NeoEd Customer Support at 855-524-5627. Customer Support is available Monday - Friday, 6 a.m. - 6 p.m. (PST).

All materials listed below may be required for your application packet to be considered complete:

Resume or Curriculum Vitae
Cover Letter

After a review of applications received, the District may require the completion and submission of supplemental documents prior to the interview process.

ADDITIONAL INFORMATION

Successful applicants must provide proof of eligibility to work in the United States.
Successful completion of background check including Live Scan and Tuberculosis (TB) assessment/screening.
Pasadena Area Community College District will not sponsor any visa applications.
Applicants must be available for interviews at Pasadena City College at no cost to the District.
Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting the Office of Human Resources directly at (626) 585-7388.
The Pasadena Area Community College District does not discriminate in the educational programs and activities operated by the District or in employment procedures and practices of the District. The Policies of Title IX as developed to date are available for inspection during normal business hours at the District office at 1570 E. Colorado Blvd., Pasadena, CA 91106.
Crime awareness and campus security information are available from Campus Police. (Public Law 101-542).
The Pasadena Area Community College District is an equal opportunity employer. The District encourages applications from underrepresented minorities and the disabled.
An applicant, who attempts to contact individual Board members or members of the screening committee with the intent of influencing the decision of the committee or the Board, will be disqualified. General inquiries regarding the position and/or District employment should be directed to the Office of Human Resources.

PASADENA AREA COMMUNITY COLLEGE DISTRICT
Equal Opportunity, Title IX, Section 504 Employer

To apply, please visit https://www.schooljobs.com/careers/pasadenaedu/classified/jobs/4951972/supervisor-technology-support

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Job Details

Supervisor, Technology Support

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