Manager, IT – Technical Support & Training


About the USGA: 

The USGA conducts the U.S. Open, U.S. Women’s Open and U.S. Senior Open, as well as 10 national amateur championships, two state team championships and international matches. Together with The R&A, the USGA governs the game worldwide, jointly administering the Rules of Golf, Rules of Amateur Status, Equipment Standards and World Amateur Golf Rankings. The USGA’s working jurisdiction comprises the United States, its territories and Mexico.

The USGA is a global leader in the development and support of sustainable golf course management practices. It serves as a primary steward for the game’s history and funds an ongoing “For the Good of the Game” charitable giving program. Additionally, the USGA’s Course Rating and Handicap systems are used on six continents in more than 50 countries.

 


 

Location: 

Far Hills, NJ
 

Reports to: 

Managing Director, Information and Digital Technologies
 

Number of Employees Directly Supervised By This Position: 

Full Time – 5
Part Time – 0

Position Summary: 

The Manager, IT – Technical Support and Training will oversee and manage all aspects of technical support and training in support of the USGA Strategic Plan. S/He will serve as a technology liaison with Program Leaders and other key stakeholders as it relates to technology initiatives and strategies for the business units. S/He will oversee quality control and monitor related metrics to ensure consistent operational excellence for technology customer service functions and in support of the business’ technology needs. Oversee purchasing and implementation strategy for all computer software, hardware, and other technology related equipment. Oversee the training outreach and communications initiatives.


Duties 

 

Support operations

  • Oversee the technical support and training staff in all aspects of their duties.
    • Monitor Tech Support calls regularly and follow up as appropriate; review Tech Support call reports weekly and report to senior management; monitor service costs of support channel.
    • Collaborate with assistant manager, technical support (TS) on computer configuration quality control and make adjustments to service process as appropriate.
    • Serve as a technical support resource including: Answer overflow of support calls and configure computers as necessary; provide technical expertise and guidance to the technical support staff.
    • Oversee technical support for the Computer Assistant Program participants, as needed. Monitor technical support involvement and work collaboratively with the coordinator, IT to facilitate this program.
    • Collaborate with assistant manager to assign technology tasks or projects to the technical support staff as appropriate; monitor projects and work with project manager and senior staff to ensure projects remain on track and in budget.
  • Provide management level customer service outlet for all customers and continuously strive for operational excellence in this area.
  • Oversee assistant manager (TS) in the strategy and the implementation of mobile devices on an ongoing basis.
  • Collaborate with assistant manager (TS) in the strategy and implementation of the loaner equipment program, including championship events. Provide overall management for delivery (e.g. packing, shipping, quality control).
  • Work collaboratively with the project manager and serve as a point of contact regarding the strategy of key technology implementations with the staff (e.g. Document Management System, CRM, etc.); facilitate support and training, using the talents of the technical support team appropriately.
  • Manage and implement projects assigned by managing director or director of networking.

 

Education Program

  • Work with managing director on overall training strategy and monitor, adjust, and grow strategy as appropriate.
  • Work with training staff and assistant manager (TS) to develop, maintain, and present all course content, mediums for delivery, and to ensure the highest level of user engagement.
    • Mentor training staff, including the oversight of all training materials, presentations, and delivery.
    • Establish and oversee audience feedback mechanism and adjust training strategy accordingly.
  • Oversee management of USGA University and work with the coordinator, IT to: 
    • Run reports, account management, publish classes and oversee appropriate team members on these tasks.
    • Work with digital marketing, communications, and other relevant stakeholders to establish and maintain online educational strategy and recommend required tools to support that strategy.
  • Oversee technology education outreach to state and regional golf associations and work collaboratively with the coordinator, IT, assistant manager (TS), and trainers to facilitate the education program.
    • Work with the coordinator, assistant manager, and managing director to develop the yearly strategy and implementations of all aspects of these outreach efforts.
  • Serve as speaker on topics, as appropriate.

 

 

Computer related purchases for the USGA

  • Work with managing director, assistant manager, and appropriate team members on corporate strategy for all technology purchases and other related items, including: Best life-cycle strategies, implementation and transition processes, and post implementation operations throughout the life of the asset. This includes:
    • Asset management
    • Balance requests with life-cycle and budget, and monitor spending continuously.
    • Oversee and work directly with assistant manager and coordinator to execute all tasks related to equipment, software, and maintenance purchases.
    • Monitor equipment model and software trends; ensure strategies are best fit for the environment and for the needs of staff, and make recommendations supported by defined business case, as appropriate.

 

  

Knowledge, Education, Skills & Abilities 

 

  • University degree or college diploma required.
  • At least 5 years of experience in customer service and\or technology operations management required, including call center operations.
  • Competent and strong understanding of platforms, technologies, and systems such as, Microsoft products, networking concepts, customer relationship management systems, and other technologies required.
  • Excellent grasp of hardware and software troubleshooting required.
  • Proven management, communications, and customer service skills required.
  • Strong presentation skills required, including public speaking.
  • Strong interpersonal skills.
  • Familiarity with ITIL a plus.
  • Ability to foster strong relationships across groups and among various skill levels.
  • Willingness to travel.
  • Experience working both independently and in a team-oriented collaborative environment is essential.
  • Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities and respond quickly.
  • Familiarity with project management processes preferred.
  • Experience with budget management preferred. 


To Apply: 

Please click the following link: Manager, IT - Tech Support + Training