Manager, Technology On-Site Support

The Manager, Technology Services will provide tactical management over the Technology Service team, which includes the technical staffing and services delivered directly to the customer (Tier 1) and to the supported environments (Tier 2). Furthermore, the Manager, Technology Services will collaborate strategically with the leadership team and other business partners both with and outside of the organization.

The Manager, Technology Services will develop and enforce protocols, optimize processes, manage service escalations, and oversee employee development and performance. Where appropriate, the ITIL framework and ITSM enterprise application should be implemented to ensure efficient IT Service Management.

The Manager, Technology Services will work in collaboration with the IT management team to further increase the efficiency of the business operations by using the key performance indicators identified by IT leadership and management and will ensure that employees (full-time, part-time, student workers) are fully trained on the processes, policies, and protocols of the IT business operation that is being managed. Also, the Manager, Technology Services will work to train employees for redundancy and succession planning.

Essential Function:

• Oversee IT Technology Services for the university campus locations.
• Create and develop training and communications centered on the IT services.
• Work with business units to ensure IT service delivery meets expectations.
• Conduct customer feedback surveys to ensure quality service delivery.
• Collaborate with third-party support service to review performance, communicate essential changes, and optimize protocols.
• Manage and direct a team of IT professionals to effectively deliver services; customer support, training, QA and testing, including setting performance objectives and evaluating performance against them.
• Work on special projects from time to time.

Competencies:

• Proven technical ability and effective communication skills of technical concepts to non-technical audiences.
• Highly analytical and ability to look strategically to solve problems.
• Administrative application experience in Higher Education.
• Proficiency in ITSM software and the ability to learn new technology quickly.
• Experience using different technology tools to present and clearly explain concepts.
• Working knowledge of the ITIL framework and budgeting.
• Proven ability to present to large groups; excellent written and verbal communication skills.
• Proven leadership abilities, including a genuine commitment to professional development and team building.
• Demonstrated ability to work in a team-oriented environment that strives to be Efficient, Professional, Innovative
• Bachelor's degree in Computer Science or related field.
• 5 - 7 years of experience in a customer-facing role, with at least 3-5 years of supervisory experience.
• CompTIA A+, Network+, and Security+ certifications are a plus.