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IT Support Services Manager

The IT Support Services Manager is a management role with responsibility for one or more small teams of IT Service Desk Analysts, IT Support Specialists, and IT Support Services Leads who provide a broad range of technical support services to students, faculty, and administrative staff across the University. The IT Support Services Manager provides support in a particular geographic region. They, and their team(s), configure, install, and maintain hardware and software programs, assist with upgrades and integrations, help with cybersecurity issues, and provide repair and troubleshooting support. The IT Support Services Manager may be used as a Tier 3 support resource but will more likely be engaged as an Incident Manager or some such coordinating function.

The IT Support Services Manager reports to the Senior Director of IT Support Services.  The location of the role will be on one or more campuses managed by the teams.  Travel between campuses will be required.

Responsibilities

  • Provide technical guidance, advice, and training to system users.
  • Build and maintain positive, constructive partnering relationships with the campus community.
  • Help document and improve processes used to provide IT support.
  • As an escalation point, physically or remotely work with end-users to ensure problems are resolved quickly and accurately.
  • Interact with students, faculty, and administrative staff to gain an understanding of present use and future needs for infrastructure and classroom and meeting room technology in their environment.
  • Coordinate computer support activities with multiple user departments and internal teams, as well as third party vendors.
  • Manage and coordinate managed service and solution providers for the successful delivery of technology services in support of our operating business needs.
  • Log all customer interactions, filling out detailed information in tickets and document resolutions.
  • Responsible for the timely and thorough completion of customer help requests handles by the teams.

Qualifications

  • Bachelor’s degree in computer science, IT, or information systems, or equivalent experience.
  • At least 7 years’ experience solving problems as a member of a Help/Service Desk team and 5 years in a supervisory or management role.
  • Demonstrated staff management, client management, and communication management skills.
  • Understanding of Windows and/or MacOS systems.
  • Strong computing skills.
  • Is a natural problem solver and critical thinker.
  • Fluent in a variety of software, and systems.
  • Comfortable collaborating with others and performing exercises such as onboarding.
  • Demonstrated computer literacy skills.

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