Hybrid Technical Support Manager bei University of Redlands

POSITION CODE: 7664

DEPARTMENT/ADMINISTRATION: Office of Information Technology Services

POSITION: Administrative, Exempt, Full-time (40 Hours)

SALARY RANGE: $68,640

HIRING RANGE: Anticipated hiring range is near or at the minimum of the classification.

commensurate with the candidate's education, experience, skills, and training.

INTRODUCTORY PERIOD: Twelve (12) Months 

AVAILABLE: Immediately

BENEFITS OVERVIEW: BROCHURE

POSTING DATE: August 1, 2025

APPLICATION DEADLINE: Open Until Filled, Apply Immediately

Definition of Classification:

Reporting to the Solutions Architect of the University, the Tech Support & ResNet Manager oversees both the IT support staff and ResNet student staff at the University of Redlands. This role includes troubleshooting alongside technical support staff, identifying potential solutions, and resolving technical issues.

Duties and Responsibilities:

The duties and responsibilities include, but are not limited to, the following:

• Oversee daily operations of the university’s Tech Support and ResNet teams.
• Manage and schedule student staff to ensure coverage across all shifts.
• Ensure timely resolution of any IT issues that arise from students, faculty, and staff.
• Acts as the IT point person in providing technical support for cabinet and direct reports.
• Serve as the escalation point for complex IT issues.
• Deploy and maintain both staff and lab PC images using Microsoft Configuration Manager and System Center Configuration Manager (SCCM).
• Create, manage, and deploy Apple device configuration profiles using Jamf School MDM.
• Develop and maintain a computer refresh plan to ensure devices are returned to our lessor in a timely manner.
• Maintain IT asset inventory and coordinate the return of leased devices with AMOS.
• Works with the Systems and Network teams to troubleshoot problems.
• Proactively identifies computer problems and recommends and implements solutions.
• Support all computer labs on-campus running both Apple and PC computers.
• Perform additional duties and support special projects as assigned.

Qualifications Guidelines

Any combination equivalent to, but not limited to, the following:

Experience/Training/Education:

Required

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 4+ years of IT support experience, with at least 2 years in a supervisory or managerial role.
• Solid understanding of Microsoft 365 collaboration tools (e.g. Microsoft Teams, SharePoint, OneDrive).
• CompTIA A+ certification is a plus.
• Experience working in higher education is highly desirable.

Knowledge and Skills:

• Strong leadership and team management skills.
• In-depth knowledge of IT support technologies (Windows, macOS, networking, enterprise applications, etc.)
• Experience with IT service management tools (e.g., ServiceNow, Freshservice, Zendesk).
• Familiarity with directory services (e.g. Active Directory), email systems, and identity management.
• Strong troubleshooting and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced academic environment.

Physical Requirements/Working Conditions:

Working Conditions:

Standard office and field settings. Duties performed are primarily in an office environment while sitting at a desk or computer workstation or in meetings. At least minimal environmental controls to assure health and comfort.

Physical Demands: Incumbents regularly sit for long periods; walk short distances on a regular basis; travel to various locations to attend meetings and conduct work; use hands and fingers to operate an electronic device

keyboard or other office machines; reach with hands and arms; stoop or kneel or crouch to file; speak clearly and distinctly to answer telephones and to provide information; see to read fine print and operate computer; hear and understand voices over telephone and in person; and lift, carry and/or move objects weighing up to 15 pounds.

TO APPLY: A resume/CV and cover letter are required. In compliance with The Americans with Disabilities Act, if selected for the interview process and accommodations are needed, please call (909) 748-8040. If you are unable to complete an application due to a disability, contact us at (909) 748-8040 to ask for accommodation or an alternative application process.

HIRING RANGE: Anticipated hiring range is near or at the minimum of the classification, commensurate with candidate's education, experience, skills, and training. The University of Redlands is required to provide a reasonable estimate of the compensation range for this role. This range considers the wide range of factors that are considered in making compensation decisions including but not limited to experience, skills, knowledge, abilities, education, licensure and certifications, and other business and organizational needs. It is not typical for an individual to be offered a salary at or near the top of the range for a position. Salary offers are determined based on final candidate qualifications and experience. The full salary range for this position is defined as the Full Pay Range. The budgeted salary or hourly range that the University reasonably expects to pay for this position is defined as the Hiring Range. Placement within the Hiring Range is determined by internal equity, and relevant qualifications.

BACKGROUND CHECK: Satisfactory completion of a background check (including a criminal records check) is required for employment. The University will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current employee who was conditionally offered the position.

DRIVER'S LICENSE CHECK: Possession of a valid Driver's License is required for certain positions. Employees in positions that require a valid Driver’s License will be enrolled in the Department of Motor Vehicles (DMV) Government Employer Pull Notice Program which confirms possession of a valid driver's license and reflects driving record.

PHYSICAL AND PSYCHOLOGICAL EXAMS: For certain positions typically in Public Safety, Facilities, Athletics and Information Technology Services departments, employment is contingent upon a candidate passing a pre-employment physical exam with the ability to lift in excess of 50 lbs. Public Safety Officers, in addition to a pre-employment physical exam, will also be required to pass a psychological evaluation.

FOR MORE INFORMATION VISIT

Human Resources (redlands.edu)

SUBMISSION OF A RESUME OR APPLICATION INDICATES AGREEMENT THAT THE UNIVERSITY MAY VERIFY ANY AND ALL INFORMATION CONTAINED THEREIN.

MEMBERS OF UNDERREPRESENTED GROUPS ARE ENCOURAGED TO APPLY.

AN EQUAL OPPORTUNITY EMPLOYER