Job Details

The Manager, IT Support is responsible for leading the technology support team and ensuring the efficient and reliable delivery of all IT support services to students, faculty, and staff across the college community. This role oversees the daily operations of the IT Helpdesk, manages technology in computer labs and classrooms, and collaborates with other departments to align support services with the college's strategic goals.

The Manager focuses on high-quality customer service, continuous process improvement, and staff development. The position reports to the Associate Director of IT Support and is required to be on campus at least four days per week.

Responsibilities:

IT Helpdesk & Service Management

• Manage IT Helpdesk ticket triage and closure within established SLA targets.
• Plan and manage team workload, monitor and prioritize support tickets, and handle escalated incidents to ensure timely resolution and minimal disruption.
• Monitor and manage Helpdesk shift rotations across campuses.
• Work closely with the IT Network Operations team to ensure security risks are identified and escalated promptly.
• Collaborate with IT Leadership to streamline tools and remove redundancies within the Helpdesk.
• Travel once a week (and as needed) to the Chelsea campus and meet with business personnel and IT helpdesk team members, helping close open items on that campus.
• Send monthly helpdesk status reports to the CIO including volume of tickets by month, first response average times, average time for closure of tickets by severity.
• Review existing tools used in Helpdesk and recommend new tools to optimize helpdesk work.
• Lay framework and implement a daily health check process for production systems.
• Communicate production outages to the business areas including regular timely updates as a proactive measure to reduce calls to helpdesk.
• Conduct quarterly meetings with IT Leadership to review Helpdesk metrics and performance.

Team Leadership & Development

• Supervise, mentor, and develop a team of IT Support Specialists and student workers.
• Foster a collaborative, customer-centric culture focused on service excellence and accountability.
• Organize and conduct regular training sessions for IT staff on new technologies, software, and procedures.
• Support the Directors and CIO in creating and refining IT onboarding materials for new employees.
• Visit both campuses regularly to supervise team members and engage with end-user departments.

Technical Operations & Asset Management

• Coordinate the installation, configuration, and maintenance of computer hardware (desktops, laptops, printers, etc.) and software across campuses.
• Manage the inventory and lifecycle of all IT assets, ensuring compliance with software licensing agreements.
• Work with IT Leadership to implement an IT asset refresh cycle for end-user devices.
• Collaborate with IT Leadership to order IT assets on time and maintain vendor relationships.
• Ensure IT Helpdesk and storage rooms are properly maintained, with all assets labeled and stored safely in compliance with fire and safety regulations.

Training, Communication & Collaboration

• Coordinate and deliver IT-related training sessions for students, faculty, and staff.
• Maintain up-to-date knowledge of IT products, services, and industry trends to provide informed recommendations.
• Partner with other departments to align IT support services with institutional goals and initiatives.
• Work closely with vendors to ensure timely and effective delivery of services to end users.

Requirements:

• Bachelor's degree in information technology or closely related field or an equivalent combination of education and experience.
• Excellent oral and written communication and interpersonal skills.
• Work experience in using and supporting computer images and imaging software for IT Support/Services team.
• Work experience using helpdesk ticketing systems.
• Experience with Windows 10 and 11 Operating Systems and Mac 15.X Operating Systems, Microsoft Office365.
• ITIL certification or other relevant industry certifications preferable.
• Minimum of 5 years of experience in customer support, with at least 2 years in a supervisory role.
• Proven ability to work effectively with a diverse student, faculty, and staff population.

Preferred Requirements:

• Experience in a higher education setting.
• Working experience in a helpdesk setting.

Additional Information:

Salary: $88,000 - $96,000 Actual Salary Will Be Commensurate with Education and Experience. Non-Unit Professional. Full State Benefited position.

• Applicants who do not meet the qualifications as noted above area encouraged to put in writing precisely how their background and experience has prepared them with equivalent combination of education, training and experience required for the responsibilities of this position.
• Please note that as a condition of employment, the final candidate will undergo Criminal Offender Record Information (CORI) and Sex Offender Registry Information (SORI) background screenings in accordance with state regulations. The results of these screening may impact the hiring decision.

Application Instructions:
To be considered for this position please upload the following documents to your account:

• Resume
• Cover Letter

Please be sure to address the Required Qualifications in your documents.

PI284677158