Manager , IT Service Support

Position: Manager 2, IT Service Support
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Job Title:

Manager 2, IT Service Support## Department:

Health System Shared Services | Desk Top Support
** JOB DESCRIPTION
** The Manager, IT Service Support is responsible for ensuring an outstanding level of customer service by providing direct IT support; supervising and evaluating performance of technical support staff of the Field Services team; defines schedules, monitors tickets, trains and mentors staff; works closely with co leaders and Associate Director of IT Customer Experience to monitor tier 1 and 2 provided services and review survey feedback to improve services and support;

identifies process improvements; monitors for breaches of service level agreements; reporting both verbally and with written communication, as necessary; acts as proxy for the Associate Director IT Customer experience in meetings and on committees when requested; operates as subject matter expert in various technical areas; ensures all university, federal and state mandated programs are implemented and maintained; ensures all University and College policies are followed;

manages and meets all compliance and reporting requirements of the University, College, departments and/or centers, as needed; manages staff to assure proper acquisition, receipt, movement and disposal of departmental equipment; ensures auditing and inventory compilation tasks are completed; works closely with other teams in Engineering Technology Services to identify system and service deficiencies; participates in the research, evaluation and installation of solutions;

maintains awareness of new technologies related to computer hardware/software, networking and information processing; ensures the availability, security and performance of infrastructure systems and fulfillment of customer Service Level Agreements (SLAs).Additional Information:
** This position may be on call or work extended hours if required. This position is on-site.
**** MINIMUM REQUIRED QUALIFICATIONS
*** Bachelor's degree or equivalent experience. Advanced degree may be desirable.
* 5 years of relevant experience required. 8-12 years of relevant experience preferred.
** Our Comprehensive Employee Benefits Include:
*** An array of retirement plan options, each with a generous employer contribution.
* Affordable health insurance options, including dental, vision and prescription coverage that begin on day one.
* Paid vacation and sick leave, including short and long-term disability and paid parental leave.
* Get the most out of the Public Service Loan Forgiveness program.
* And much more!## Additional Information:##

Location:

Ackerman Rd, 670 (2433)## Position Type:

Regular## Scheduled

Hours:

40##
** Shift:
** First Shift
*** Final candidates are subject to successful completion of a background check.  A drug screen or physical may be required during the post offer process.
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