User Support Manager

    • Job Tracking ID: 512848-571881
    • Job Location: Columbia, MO
    • Job Level: Mid Career (2+ years)
    • Level of Education: BA/BS
    • Job Type: Full-Time/Regular
    • Date Updated: May 04, 2017
    • Years of Experience: 2 - 5 Years
    • Starting Date: ASAP
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Job Description:

The Information Technology department is the hub in the wheel that is the Missouri State Teachers Association. It is our responsibility to provide relevant and timely data, effective communication methods, and a highly capable toolset to our employees so that they can offer high levels of service to Missouri’s teachers. The User Support Manager is responsible for ordering and configuring equipment, fielding support calls from both staff and members, and assisting the IT director in any special projects. Further, the User Support Manager will oversee and manage the various information technology assets of the Missouri State Teachers Association, as well as enforce software license compliance. In short, this position requires an organized self-starter who can serve MSTA’s end users in a thoughtful and caring way. The position is located in our Columbia, MO office. 

Duties & Responsibilities:

The User Support Manager’s primary responsibility is to provide expert technical support to the staff of the Missouri State Teachers Association. Also, this position will provide assistance to MSTA members attempting to utilize the various tools provided to them through our various websites. To accomplish this, the User Support Manager must be able to handle constantly changing work patterns, remain productive during slow times and exercise patience and professionalism during stressful situations. Major areas of responsibility include:

  • MSTA Staff support:
    • Maintain workstations, servers and network infrastructure to ensure the integrity of the Association’s computing systems.
    • Respond to questions from local and remote staff; remotely assist staff with problems in field offices and home offices.
    • Prioritize and carry out the installation of new equipment and the replacement of obsolete technology assets, including desktop computers, servers, printers and mobile devices.
    • Create and maintain Microsoft Active Directory user accounts and permissions.
    • Create and maintain Microsoft Exchange e-mail accounts and groups.
    • Create and maintain user accounts, groups and permissions.
    • Create and schedule reports.
    • Proactively monitor servers and networking devices to avoid future downtime.
    • Maintain and upgrade hardware including computers, printers, scanners, IP phones, projectors, and other such devices.
  • MSTA member support:
    • Effectively communicate with members experiencing issues with any of MSTA’s related websites with empathy and patience.
    • Effectively communicate with MSTA technical consultants to escalate issues important to our members.
  • Network/Server administration:
    • Maintain and upgrade mission critical applications:
      • VMware
      • Microsoft Windows
      • MacOS
      • Ubuntu Linux
      • Microsoft Office 365
      • Webroot AntiVirus
      • Veeam Backup
  • Performs other duties as assigned. 

Experience and Skills:

Any combination of education and experience providing the required skill and knowledge is qualifying. Typical qualifications would be equivalent to:


  • Bachelor's degree
  • Minimum two years related experience in a related position

Skills and Abilities:

  • Communication: The User Support Manager must be an excellent communicator, in both written and oral form. This includes proficiency in spelling, grammar, and punctuation.
  • Organization: The User Support Manager needs to be highly organized and detail-oriented.
  • Discretion: Discretion and sensitivity regarding confidential information is a must.
  • Team Work: The IT Department works cooperatively with other departments to provide the highest quality support to our staff and members. The unity, camaraderie and culture of the team is something that’s very important to us. Therefore, we’re looking for someone who is a good fit with our other team members, and who is comfortable sharing projects and responsibilities with others.
  • Anticipate Needs: As a part of our commitment to excellence, our team always strives to anticipate and serve needs in advance whenever possible. The right candidate will have foresight and the ability to anticipate needs before they arise.

Soft Skills

  • Self-starter and self-manager: We are looking for someone who takes initiative, anticipates needs, and gets things done consistently on time.
  • Responsive: We are committed to a high level of responsiveness both internally with other staff and externally with our members and other stakeholders.
  • Mission-oriented: We are looking for someone who gets excited about our mission "to advocate for and empower public school teachers so they can teach."
  • Committed to excellence: In everything we do, we want to exceed expectations, and reflect positively on the organization.
  • Positive attitude: Our ideal candidate has a can-do spirit, is fun to be around, does not complain, make excuses, or gossip.
  • Professional "phone voice" and demeanor: We strive to present ourselves in such a way as to reflect well on our organization. The User Support Manager will often have the opportunity to make a "good first impression" for MSTA.
  • Performs well under pressure: Things are always changing, and there are times when things get intense. We pride ourselves on being able to function at a high level even when things get busy by working together as a team and communicating effectively.
  • Servant-hearted leadership: The User Support Manager must be able to run point on projects, and communicate effectively with our team, but also have no problem jumping in and getting his/her hands dirty to reach the goal.
  • Committed to growth: We are looking for someone who is looking for more. More things to do. More to learn. More responsibility to take on. Said another way, someone who is not afraid to try new things, learns from failure and asks for help.
  • Humility: We are looking for a team player that is not driven by ego or status. One who is quick to point out the contributions of others and slow to seek attention for themselves.
  • People Smart: The User Support Manager must possess strong interpersonal skills and can handle issues with respect, dignity and sensitivity. In short, they should exercise good judgement and intuition when dealing with other people.

Physical Demands:

  • Generally sedentary position with occasional need to move about facility including external facilities.
  • Must be able to manipulate objects, tools or controls and reach.
  • Must be able to communicate on phone and in person
  • Occasionally required to travel several hours to events
  • Must occasionally move up to 25 pounds
  • Specific vision abilities required by this job include close vision.

Work Environment:

  • While performing the duties of the job, the noise level in the work environment is usually minimal.

Special Requirements:

  • Must have transportation for occasional travel
  • If driving own or company vehicle, must have valid Missouri driver’s license and insurance if insurance not provided by employer

Note: This job description should not be construed to imply that these requirements are exclusive standards of the position. Incumbents will follow any other instructions and perform any other related duties as may be required. Reasonable accommodation will be provided to qualified individuals with disabilities. The employer has the right to revise this job description at any time. The job description is not to be construed as a contract for employment.


This is a full-time benefits eligible position. Benefits include: medical, dental, generous 401(k) or PSRS (if MO certified teacher), paid holidays, paid vacation and sick leave as well as other voluntary benefits.