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. 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 reports to the Senior Director of IT Support Services.
Responsibilities:
- Manages all IT related matters at all sites in their region.
- Provide technical guidance, advice, and training to system users.
- Build and maintain positive, constructive partnering relationships
- 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.
- Ensure all user interactions are logged in tickets and resolutions documented.
- Responsible for the timely and thorough completion of customer help requests handled by the teams.
- Budget, procure, manage and maintain all software licensing.
- Acts as primary SharePoint administrator for their region.
- Generates needs requirements, quote, budget, and manage procurements for all operations technical solutions.
- Develops and maintains computing standards relative to an overall strategy to provide an appropriate degree of standardization.
- 24/7 On-call support for outages and white glove service of leadership.
Qualifications:
- Bachelor's degree in computer science, IT, or information systems, or equivalent experience.
- At least 10 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 MacOS systems.