STEM OPT Technical Support Manager Jobs

INTRODUCTION

The Manager of Technology Support (Digital Mail Services) is responsible for managing a team that is the first point of contact for Technology Service and Support for all Inbound Operations personnel and locations. This role is responsible for reviewing technical specifications and requirements for all production digital mail projects. Will work cross-functionally with the various Project Managers, Operations Leads, and Clients to understand the requirements, manage resources to design & modify workflows using a variety of digital scanning, image capture, and indexing tools in the Ricoh portfolio. Works with the team and other support resources to deliver projects on time, provide steady state support at the lowest possible cost. Organizes the team’s best approach with software and hardware tools to automate and check all processes and product quality throughout the process. Manages the security and integrity of all client data and images stored within the scope of this operation. Makes recommendations for software and hardware enhancements to improve efficiencies of the operational environment.

JOB DUTIES AND RESPONSIBILITIES

• Manage the technical staff to ensure that all production/digital print projects are set up and monitored to ensure delivery on time and according to the project specifications.
• (UNIX, Windows) – Ensure that the technology solutions hardware/software are maintained and updated to supported releases. Implement the necessary protocols to ensure that client and RICOH data is managed throughout the production process. Ensure that all equipment and hardware is adequate to meet client needs.
• Work with the project management, operations, and clients as needed to propose and verify proposed workflow solutions. Review potential new production offerings and solutions while providing technical guidance on product quality and ease of integration into current process.
• Plan for and integrate any new hardware or software components into the current workflow by testing and validating that new components will function as needed.
• Responsible for hiring, developing, reviewing, and performance management of the Technical Team chartered to provide first-line technological support and workflow Moves, Adds and Changes as required.
• Responsible for providing regular updates to the operations management staff on ongoing customer projects through department project status meetings.
• Ensures that we act in accordance with Ricoh IT Infrastructure and Ricoh Security to maintain compliance with the network and security policies and procedures. Maintains working relationship with these groups.
• Performs other duties as assigned.

QUALIFICATIONS

Typically Required:

• BS Computer Science
• Requires minimum of 3 years of experience with Microsoft operating systems.
• Requires 2-3 years of experience in software development & support with increased responsibility.
• 3 - 5 years’ technological management experience strongly preferred.
• Must have a proven track record of relationship building with both internal and external customers.
• Must have a demonstrated knowledge and understanding of technology (networks, security & compliance, Cloud services).
• Print industry knowledge a plus (Print servers, Scan & print devices, digital print workflow software).

KNOWLEDGE, SKILLS AND ABILITIES

• Familiarity with UNIX/Linux System Administration.
• SQL language.
• Programming – C/C++, VB, Java, JavaScript, SQL, Unix shell scripting.
• Image formatting and conversion.
• Ability to work in an agile software development environment.
• Data Manager Knowledge, Skills, Abilities.
• Ability to effectively manage multiple operating systems (Windows, Unix).
• Ability to develop automated solutions that fulfill project requirements.
• Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.
• Technical Writing Capabilities.

WORKING CONDITIONS, MENTAL AND PHYSICAL DEMANDS

• Working projects with tight deadlines.
• Working nights and weekends as required.
• Work multiple projects concurrently.
• Multi-tasking.
• Minimal travel required (up to 10%).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with a job.