Technical Customer Support Manager jobs in Wisconsin

LAKESHORE'S MISSION:

Transform individuals to strengthen our communities through innovative and accessible learning.

Full-time Benefits Include:

Competitive health, dental, vision insurance

Up to $3,000 in tuition reimbursement annually | Professional development and growth opportunities

6.9% Wisconsin Retirement System (WRS) savings - matched dollar for dollar | 403(b) and 457 retirement savings options

College paid life and disability insurance | Health and dependent care Flex Spending Accounts

Onsite fitness center and walking path | Up to 8 weeks paid New Child Leave

Onsite wellness screenings

Lakeshore also offers generous paid time off starting with 15 days of vacation, 15 days of sick/personal leave,

10 holidays, and a one-week winter break.

Additional Perks:

Local discounts on food, entertainment, and events | Discounts on cell phone plans and rental cars

Common Read events | Culinary experiences from onsite emerging chefs | Identity theft protection

“Dress for your day” | Employee recognition and appreciation events

Campus closed Fridays during summer

Benefits begin the first of the month coinciding with or following hire.

For additional information on our vast array of benefits, read through our benefits guide.

SHIFT: Day/evening/weekend hours | Flexible based upon the needs of the College

LOCATION: Lakeshore Technical College – Cleveland, Wisconsin

POSITION SUMMARY: Lead and direct Student Resource Center operations, which include supervision and management of Library Services, Academic Support & Tutoring Services, and eCampus instructional resources. Responsible for directing daily activities to maximize student learning and access to resources, and increase retention, and graduation rates. Provide an exceptional customer service experience to both internal and external customers throughout every interaction.

REASONABLE ACCOMMODATIONS/ADA: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

ESSENTIAL JOB FUNCTIONS (Other duties may be assigned):

(55%) Library Coordination and Management

• Direct all daily activities of the library, including reference, circulation, collection development, cataloging, interlibrary loan, technology checkout, and information literacy.
• Manage library services for the College to include developing library vision, developing and implementing library processes, policies, and procedures, and maintaining data integrity of library records.
• Serve as Executive Committee member for WISPALS (WTCS Library Consortium).
• Interact with WISPALS coordinators/system administrator to ensure systems, databases, and information is accessible, identify consortia-related issues, and participate in committees.
• Provide local system admin support for Library System (Sierra), databases, and electronic resources.
• System administrator for LibGuides & LibCal which hosts the library webpages, resources guides, and Crush IT student academic technology webpages.
• Ensure the acquisition and provision of user-centered services including physical and electronic collection development and technology and equipment to maximize student learning and access to resources.
• Collect and maintain records, monitor, analyze, and prepare statistical and analytical reports of library- related data for continuous improvement, inventory, program accreditations, and benchmarking.
• Prepare and manage library budget and resources, including review and renewal of annual subscriptions.
• Provide resource support for staff professional development and advanced degree research.
• Create asynchronous research resources (guides, videos, tutorials, etc.).
• Keep up with latest technologies and library trends and possess willingness to learn and try new ideas.

(30%) Academic & Instructional Resources Support

• Direct the planning and operations of academic support services.
• Develop best practices and data to plan, coordinate, promote, and conduct various academic support services, programming, and activities, including one-on-one and group study sessions, walk-in hours, integrated classroom support, and student development workshops to meet diverse student needs.
• Collaborate with faculty, staff, and leadership using data on student completion, retention, and graduation to develop and implement new interventions related to academic support.
• Provide administrative management in on-site eCampus textbook and instructional resource distribution.
• Lead efforts to ensure library digital and traditional resources, textbooks, and open education resources (OER) are considered for course material adoption.
• Support the College’s textbook affordability program and provide project management for the WTCS OER (Open Educational Resources) Grant.

(15%) MANAGER ESSENTIAL RESPONSIBILITIES

• Supervision is provided to the library staff and student workers. Responsible for the overall direction, coordination, and evaluation of these staff. Responsibilities include design position responsibilities, interview, hire, and train employees; plan, assign, and direct work; supervise, mentor, and develop staff through the Employee Performance review; reward and discipline employees. Carry out managerial responsibilities in accordance with the organization’s policies and applicable laws to include:

o Develop plan(s) and budget for department.

o Address staff and student issues in an effective and timely manner.

o Be an active advocate for LTC in the community.

o Be active in the college by serving on committees.

o Teach classes, as requested, based on course-identified qualifications.

EDUCATION AND EXPERIENCE:

• Master’s degree in Library Science (MLS) or Library Information Science (MLIS) from an American Library Association (ALA) accredited institution required.
• Three to five years of recent relevant occupational experience required.
• Higher education experience preferred.
• Supervisory or managerial experience preferred.

CERTIFICATIONS, LICENSURE, REGISTRATION:

• Valid State of Wisconsin Driver's License.

TECHNOLOGY SKILLS:

• Technical skills for ensuring web resources and library catalog are available 24/7 to users on and off campus.
• Create content and reports in Word, Excel, PowerPoint, or similar presentation technology.
• Ability to gather, collect, and analyze data.
• Create and maintain webpages.
• Understand EZProxy (access and authentication software) and how it operates with databases.
• Ability to use and assist patrons with Microsoft products.
• Ability to troubleshoot/solve software and hardware problems.
• Be familiar with basic hardware. Use and maintain voicemail. Download and manage applications and files.
• Use and maintain a personal calendar, use email to communicate, access college network system, understand database concepts, send and receive attachments and navigate through the internet.
• Schedule meetings, use web conferencing and access and use project management systems.

OTHER KNOWLEDGE, SKILLS, AND ABILITIES:

• Must be able to work independently and with frequent interruptions.
• Exemplify college values in all staff and student interactions, as well as services delivered.
• Ability to establish and maintain effective working relationships and relate successfully with staff, students, and people of diverse cultural, social, or educational backgrounds.
• Fluent, bilingual individual is beneficial.

PHYSICAL DEMANDS/WORK ENVIRONMENT:

• While performing the duties of this job, the employee is regularly required to sit and talk or hear.
• The employee frequently is required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
• The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Work environment may require multi-tasking.
• The noise level in the work environment is usually moderate.

This job description is designed to cover the basic functions of the job and is not considered a detailed description of every job duty that is required, other duties may be assigned as needed. Duties, responsibilities, and activities may change at any time with or without notice to ensure the successful delivery of organizational objectives.

CONDITION(S) OF EMPLOYMENT:

• Employment conditional on completion of a Background Information Disclosure (BID) with the results acceptable to the College.

• Valid State of Wisconsin driver’s license is required.

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