Job Summary
The IT Support Manager is a hands-on, technical leader who is responsible for delivering a high-quality support experience for faculty, staff, students, alumni, and other external partners. The IT Support Manager is responsible for overseeing the day-to-day IT Support, which includes managing and training staff, helping develop and enforce policies and procedures, and ensuring quality customer support.
Responsibilities
- Manage a team of IT Support Staff and Students to support and deliver support in accordance with established Service Level Agreements (SLAs)
- Develop, manage, and deliver training for IT Support staff
- Administer solutions for modern management of endpoints and applications; support platform software upgrades, workstation patching/compliance, and application delivery
- Engage in the continuous improvement of endpoint administration including automation, monitoring, patching, backup/recovery, etc. by applying industry standards and best practices
- Diagnose and resolve unique, nonrecurring problems associated with application software and operating systems
- Configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, phones, and other computer and telecommunications equipment
- Participate in hardware and software reviews and recommend purchases; Maintain inventory of installed software, manage software licensing and create policies and procedures for upgrades
- Act as a technical leader in a consultative role for customers
- Functions as the key contact for IT requests from a broad range of users for technical support
Required Qualifications
Bachelor's Degree and three (3) or more years of related work experience.
