USC’s School of Cinematic Arts is seeking a Technical Support Supervisor to join its Creative Technology team. USC's School of Cinematic Arts is considered one of the premier film schools in the country and works on the cutting edge of technology in media production and post-production.

The Technical Support Supervisor oversees staff and student workers who support faculty, students, and staff in the school’s labs, classrooms, and theatres. The candidate must be an excellent communicator with a proven track record of building strong relationships with end-users and stakeholders while managing expectations in the entertainment industry or a related academic setting. The position requires experience in personnel management, budgeting, and technical support and is responsible for actively analyzing and directing the team’s efficiency.

This position is responsible for the day-to-day support and management of workstations, software, peripherals, and A/V equipment including Tier 1 and Tier 2 troubleshooting, break/fix, deployment, inventory, repairs, user accounts, and general maintenance. The supervisor should possess the technical knowledge to resolve the most complex technical issues and serves as an advanced user for multiple media production software packages such as Avid, Maya, Nuke, Adobe Creative Cloud, and Unity. This role is also responsible for guiding user documentation regarding technical aspects of the facility, software, and workflows.

Responsibilities:

• Manages specialized computer and software technical support activities covering consulting, planning, documentation and end-user training.
• Directly supervises all assigned subordinate staff. Recruits, screens, hires, and trains staff, as needed. Directly and/or indirectly supervises all student workers within group.
• Manages budget for student workers, materials, and supplies.
• Supports and manages classroom and lab workstations, peripherals, and A/V equipment, including Tier 1 and Tier 2 troubleshooting, break/fix, deployment, inventory, repairs, and general maintenance.
• Resolves complex technical support issues and escalates advanced issues to Tier 3 team, as needed.
• Oversees ticketing system and evaluates technical support metrics.
• Leads team in creation and management of user accounts, passwords, and access.
• Manages digital media support team’s priorities and assigns tasks to appropriate personnel.
• Manages and oversees school-wide documentation system in concert with digital media specialists and other school personnel.
• In conjunction with other supervisors, manages team hours and supports coverage of school’s classrooms and labs.
• Contributes to the testing of new software by staff and, in concert with other supervisor, designs and implements the school’s annual computer imaging strategy.
• Oversees the planning, design, and implementation of end-user technology training.
• Provides expertise on use of high-end technology in media production and post-production.
• Oversees and implements hardware inventory for Creative Tech & Support group.
• Oversees and updates school’s Knowledgebase and is responsible for documentation.