Classroom Technology Support Manager

Basis: 12 months

Job Search Category: Information Technology

About University of South Carolina

From the Upstate to the Lowcountry, the University of South Carolina system is transforming the lives of South Carolinians through the impact of our eight institutions and 20 locations throughout the state. More than 50,000 students are enrolled at one of eight institutions, including the research campus in Columbia and comprehensive four-year universities in Aiken, Upstate and Beaufort. In addition, our Palmetto College campuses in Salkehatchie, Union, Lancaster and Sumter enable students to earn associate or bachelor’s degrees through a combination of in-person, online or blended learning. All of our system institutions place strong emphasis on service — helping to build healthier, more educated communities in South Carolina and beyond.

Veterans' Preference Statement

The University of South Carolina is committed to equal opportunity and proudly values the skills and experience military veterans bring to our workforce. Across South Carolina, we are making veterans a priority for employment and recognize their vital contributions to our state and our communities.

Advertised Job Summary

The University of South Carolina is seeking a service-minded leader to manage the team that keeps technology-enabled classrooms ready for teaching every day. As Classroom Technology Support Manager, you will lead a campus-wide support operation, develop people, and use service data to improve reliability and the experience of faculty and students. You will work closely with Classroom Engineering, Distributed Learning, and IT service partners in a role where thoughtful operational leadership has a direct, visible impact on teaching and learning.

Reporting to the Assistant Director for Classroom Engineering and Support, this position provides day-to-day leadership for Classroom Technology Support. The manager trains and supervises staff, coordinates service coverage and response, establishes practical service standards, and partners across the university to continuously improve the support experience in technology-enabled academic spaces.

Key Responsibilities

• Lead, coach, and evaluate Classroom Technology Support staff; set clear expectations, support professional development, and build a collaborative, accountable team.
• Direct daily support operations for technology-enabled academic spaces, including work assignment, day and evening coverage, escalation, preventive maintenance, and coordination of planned upgrades.
• Use ServiceNow data, customer feedback, and recurring-issue trends to improve service quality, classroom reliability, knowledge resources, procedures, and performance measures.
• Build productive relationships with instructors, academic units, and IT partners; communicate service health, address recurring concerns, and contribute to classroom technology planning.

What You’ll Bring

• A people-centered supervisor who can train and develop staff, set priorities, communicate expectations clearly, provide constructive feedback, and build the technical and customer-service skills needed to support modern classroom instruction.
• Experience leading technical service delivery in a customer-facing environment, ideally supporting classroom, AV, instructional, or other high-availability technologies.
• Comfort using service-management data and operational metrics to identify trends, improve processes, and communicate performance and improvement opportunities.
• A practical, collaborative communicator who can build trust with faculty, staff, students, and technology partners while remaining focused during time-sensitive service issues.

Why Join Us?

• Make a direct difference in the teaching and learning experience by helping ensure classrooms are dependable, responsive, and ready when they are needed.
• Lead a team with a clear operational mission and meaningful ownership of staffing, service quality, continuous improvement, and campus partnerships.
• Work alongside Classroom Engineering, Distributed Learning, and One Front Door service teams to create a more connected and consistent technology-support experience.
• Help shape the future of classroom support through data-informed decisions, practical standards, and long-term technology planning.

Perks of the University of South Carolina

• A mission-driven role at South Carolina’s flagship public university, supporting the students and instructors who use our learning spaces every day.
• A central Columbia campus with access to a vibrant downtown, restaurants, arts, sports, and outdoor recreation.
• A comprehensive benefits package that may include health and life insurance, retirement programs, annual and sick leave, 13 paid holidays including an extended December holiday, paid parental leave, tuition assistance, dependent scholarships, and professional-development opportunities.
• The opportunity to work in an environment that values collaboration, service, learning, and continuous improvement.

Job Related Minimum Required Education and Experience

Requires a bachelor’s degree in a job related field and 5 or more years of job related experience, which may be substituted by an equivalent combination of job related certification, training, education, and/or experience.

Required Certification, Licensure/Other Credentials

Valid driver’s license required. No additional certification or licensure required.

Preferred Qualifications

• Experience supervising technical support staff in a higher education environment.
• Experience managing classroom or audiovisual technology support operations.
• Experience coordinating technology upgrades and service coverage.
• Experience using ServiceNow or a comparable IT service management platform.
• Experience developing procedures, knowledge resources, performance measures, and continuous improvement plans is preferred.

Knowledge/Skills/Abilities

• Knowledge of classroom audiovisual systems.
• Knowledge of endpoint and network technologies.
• Knowledge of IT service management practices.
• Knowledge of equipment lifecycle planning.
• Strong leadership skills.
• Strong staff coaching skills.
• Strong customer service skills.
• Strong analytical and problem-solving skills.
• Strong project coordination skills.
• Strong vendor-management skills.
• Ability to prioritize and assign work across day and evening coverage.
• Ability to communicate technical information clearly to instructors, students, staff, and campus partners.
• Ability to analyze ServiceNow data and recurring issue trends.
• Ability to develop practical procedures and performance measures.
• Ability to manage multiple concurrent priorities.
• Ability to exercise sound judgment with confidential information.
• Ability to respond effectively to time-critical service interruptions.

Job Duties

Staff Supervision and Development

Supervises employees by applying appropriate management principles in accordance with university/divisional policy and procedures. Completes planning and EPMS reviews accurately, on time and monitors progress toward goals. Communicates expectations and provides timely feedback, coaching, professional development, and opportunities to build the skills needed to deliver dependable classroom support.

Essential Function: Yes

Percentage of Time: 10

Classroom Technology Operations

Directs classroom support operations and the maintenance of technology-enabled academic spaces across campus. Coordinates and assigns service work for day and evening coverage, prioritizing issues so that our IT services are on par with USC peer institutions. Ensures staff communicate clearly with instructors and campus partners, coordinates planned upgrades and maintenance, and takes steps to minimize disruption to classroom use.

Essential Function: Yes

Percentage of Time: 30

Service Management and Continuous Improvement

Establishes clear standards for receiving, tracking, and resolving classroom support requests and service interruptions. Uses ServiceNow data, feedback, and recurring issue trends to improve reliability and the classroom experience to maintain a customer-first IT operational culture. Maintains practical procedures, knowledge resources, and performance measures. Reports on service health and continuous improvement opportunities where applicable.

Essential Function: Yes

Percentage of Time: 25

Staff Performance Management

Sets and maintains clear expectations for staff performance. Holds regular meetings and coaches staff to maximize effectiveness, collaboration, and communication. Drives staff performance by communicating job expectations; planning, monitoring, and appraising results as well as coaching, counseling, and disciplining employees as needed for the initiating, coordinating, and elevating of IT services across the institution.

Essential Function: Yes

Percentage of Time: 20

Stakeholder Engagement and Strategic Planning

Establishes access and transparency by engaging instructors, students, staff, and campus partners to understand classroom needs, gather feedback, and address issues affecting the teaching and learning experience. Compiles practical ideas and collaborative improvements from that feedback as part of a multi-year technology strategic planning process for classroom support with key stakeholders.

Essential Function: Yes

Percentage of Time: 10

Other duties as assigned.

Essential Function: Yes

Percentage of Time: 5

Additional Information

Safety Sensitive or Security Sensitive: No

Hazardous weather category: Non-Essential

Number of Vacancies: 1

Desired Start Date: 11/16/2026

Job Open Date: 10/21/2026

Job Close Date: 12/05/2026

Open Until Filled: No

Special Instructions to Applicant

Positions are advertised for a minimum of five (5) business days on our job website. After five (5) business days, positions can be closed at the discretion of the department at any time. This employment site is updated on a regular basis. The length of the recruitment and screening process may vary from position to position, depending upon a variety of factors. Should review of your qualifications result in a decision to pursue your candidacy, you will be contacted by phone or email.

We are only accepting applications submitted by December 5, 2026.

The University of South Carolina offers a valuable benefits package including but not limited to:

• Health and Life Insurance
• Retirement Programs
• Paid Tuition
• Dependent Scholarships
• Annual Leave
• Sick Leave
• 13 Paid Holidays (including an extended December holiday)
• Paid Parental Leave
• Professional Development Opportunities

Quicklink for Posting

https://uscjobs.sc.edu/postings/214669