Supervise desktop support staff, establish priorities, and set
clear performance expectations and goals.
Monitor individual and team performance, provide ongoing
feedback, and support employee development and continuous
improvement.
Manage team workloads and assign projects to ensure timely and
accurate completion of service requests and initiatives.
Endpoint and Lifecycle Management
- Oversee the full lifecycle management of campus endpoints,
including desktops, laptops, and point-of-sale systems.
- Ensure all devices meet university IT standards for
configuration, security, maintenance, and compliance.
- Maintain accurate inventory and tracking of all endpoints
across the Daytona Beach campus.
- Manage endpoint refresh cycles and ensure timely replacement
and deployment of hardware.
IT Service Delivery and Process Improvement
- Develop, implement, and maintain processes and procedures that
ensure efficient, consistent, and high-quality IT support
services.
- Continuously evaluate and improve service delivery models to
enhance customer experience and operational effectiveness.
- Monitor work order systems to ensure timely resolution of
service requests and incident management.
- Serve as an escalation point for complex technical issues
requiring advanced troubleshooting and resolution.
Customer Engagement and Collaboration
- Maintain open communication with faculty, staff, and student
stakeholders to understand technology needs and service
expectations.
- Analyze complex business and technical requirements and
recommend appropriate IT solutions.
- Build and maintain strong working relationships with campus
partners to ensure alignment between IT services and institutional
needs.
- Participate in meetings, committees, and campus working groups
related to IT support and technology services.
Planning, Coordination, and Vendor Management
- Collaborate with other IT teams to support strategic and
operational planning for campus technology services.
- Contribute to the development of short- and long-term plans for
desktop support and endpoint management.
- Manage vendor relationships related to hardware, software, and
support services, including obtaining quotes and supporting
contract processes as needed.
- Ensure effective coordination of external services and
solutions to support campus IT operations.
About us
For nearly 100 years, Embry-Riddle has been the world's leading
aviation and aerospace university, educating more than 30,000
students across residential campuses in Daytona Beach, Florida, and
Prescott, Arizona, as well as through a global network of Worldwide
locations and online programs. With more than 165,000 alumni around
the world, our impact reaches every corner of the aerospace,
aviation, defense and technology industries.
Today, our faculty, researchers and professiona l staff are
advancing innovation across aviation, space, artificial
intelligence, cybersecurity, autonomous systems and next-generation
engineering. Working alongside industry leaders, government
agencies and innovators, they are solving real-world challenges and
shaping the technologies that will define tomorrow.
Whether you are an educator, researcher, administrator,
technologist or industry professional, your work at Embry-Riddle
will contribute to something bigger than a job. Join a community
driven by discovery, purpose and excellence—and help shape the
future of aerospace.
- Generous Time Off: Enjoy up to 18 days of paid leave in
your first year, including 3 days granted upon hire and 15 days
accrued throughout the year. You'll also receive 9+ paid holidays,
including the day after Thanksgiving and the week between Christmas
Eve and New Year's Day.
- Tuition Coverage: Get 100% tuition coverage
for yourself for one undergraduate and one graduate degree, and
discounted rates for your spouse and dependent children up to age
26.
- Retirement Contributions: ERAU contributes 6%
of your base salary to your retirement plan and offers a 4%
matching contribution – with no vesting period.
- Personal Leave: Relax with 15 days of personal
leave for non-exempt employees or 18 days for exempt full-time
employees in your first year.
Qualifications
Required Education
- Bachelor’s degree in Information Technology, Computer Science,
Information Systems, or a related field.
- Management experience may be considered in lieu of formal
education.
Required Experience
- Three to five years of related work experience in IT support,
desktop services, or enterprise technical support
environments.
- Previous management experience with a proven ability to lead,
coach, and develop a high-performing technical support team.
- Experience supporting desktop technologies in an enterprise
environment, including hardware, software, and multiple operating
systems (Windows, Mac, and Linux).
- Experience with Active Directory and enterprise desktop support
tools, including endpoint management systems such as Microsoft
Endpoint Configuration Manager (SCCM/MECM), Microsoft Intune,
Addigy, or similar platforms.
- Experience planning, managing, and implementing IT support
tasks in a complex organizational or higher education
environment.
- Strong project management experience, including coordinating
technical initiatives and service improvements.
Required Skills, Knowledge, and Abilities
- Strong technical troubleshooting skills with the ability to
quickly diagnose and resolve complex hardware, software, and system
issues.
- Demonstrated ability to develop, implement, and maintain
effective IT support processes and procedures.
- Strong analytical and problem-solving skills with a focus on
identifying root causes and implementing long-term solutions.
- Ability to understand diverse customer needs and translate
business requirements into effective IT support solutions.
- Knowledge of current IT trends and best practices, including
desktop computing standards and basic networking concepts.
- Ability to build and maintain cooperative working relationships
across IT teams and university departments.
- Strong customer service orientation with a commitment to
responsiveness, professionalism, and service excellence.
- Excellent written, verbal, and active listening communication
skills, with the ability to communicate effectively across all
organizational levels.
- Strong organizational skills with the ability to manage
priorities, workflows, and competing demands in a fast-paced
environment.
- Ability to remain composed under pressure and effectively
manage difficult or sensitive situations.
- Ability to establish, monitor, and achieve team priorities,
performance goals, and operational metrics.
- Demonstrated ability to learn new technologies quickly and
adapt to evolving IT environments.
- Commitment to IT core values, including continuous improvement,
accountability, collaboration, learning from mistakes, and service
excellence.
Minimum Experience Requirement
- Three to five years of relevant work experience in information
technology support, desktop services, or a related technical
field.
To submit your application for this opportunity, please visit the
Embry-Riddle Career Site and search for
requisition number
R311730. Please attach all relevant
materials to your application when you apply online. Complete
submissions include:
- Cover letter
- Full CV
- Contact information for at least three professional references
(please note that references may be contacted as part of the
interview/screening process)
Current Embry-Riddle employees: Please apply directly
through the ERAU Employee Hub Central application within
Workday.
Embry-Riddle is committed to fostering a workplace where all
individuals are valued and respected. We strive to ensure that all
faculty, staff, and students are treated fairly and provided equal
opportunities for employment, advancement, compensation, training,
and other benefits of employment. Embry-Riddle makes employment
decisions — including hiring, promotions, compensation, and other
terms of employment — based on individual merit, qualifications,
and abilities. Embry Riddle is strongly opposed to discrimination
and harassment, and such behavior is prohibited by university
policy. Embry Riddle does not discriminate on the basis of race,
color, national origin, sex, disability, veteran status,
predisposing genetic characteristics, age, religion, or pregnancy
status, or any other status protected by federal, state, or local
law, in its employment, educational programs, admissions policies,
financial aid, or other school-administered programs or activities.
For further information, please visit our
website .
Embry-Riddle is not seeking assistance from staffing or
recruitment agencies. All agencies are directed to contact
eraujobs@erau.edu and should not reach out
to hiring managers or staff.
