Onsite IT Support Manager

About the Job

Onsite IT Support Manager Position #ZR

Please note, this position is not eligible for H-1B or Green Card sponsorship.

The University of Minnesota is committed to fostering local talent through employment opportunities. This position is an onsite role, and prospective applicants must be located either in the state of Minnesota or near the Wisconsin border OR otherwise open to relocation.

Position Summary:

We are seeking an experienced and compassionate Onsite IT Support Manager to lead our onsite support operations. In this role, you will manage a team of up to 20 technicians responsible for maintaining the health of our IT environment. You will serve as the primary liaison between our central core services and various college and unit key contacts, ensuring that technology needs are met with efficiency and a high standard of service.

The ideal candidate is not just technically adept, but a people‑first leader dedicated to the professional growth of their staff through regular coaching, training, and development.

• Team Leadership & Development:
  • Manage and Mentor:
    Lead a diverse team of up to 20 desktop support technicians. Foster a culture of excellence, accountability, and continuous improvement.
  • Coaching:
    
    Conduct regular, structured one‑on‑one meetings with direct reports, focusing on individual well‑being, project and support updates, and career coaching.
  • Performance Management:
    Write and deliver annual performance reviews. Set clear, measurable goals and provide ongoing feedback to ensure team members are meeting expectations.
  • Training:
    Identify skill gaps and coordinate ongoing training and professional development opportunities to keep the team current on emerging technologies and best practices.
  • Hiring & Selection:
    Lead the hiring process to onboard high‑potential IT professionals who align with the team’s objectives and values.
• Operational Management:
  • Desktop Support Oversight:
    Oversee the lifecycle management of university computers, ensuring timely deployment, maintenance, and support.
  • Incident Management:
    Monitor help desk queues and service level agreements. Act as the escalation point for complex technical issues that the team cannot resolve independently.
  • Classroom Technology:
    Ensure immediate and effective support for classroom AV and instructional technology to minimize disruption to the learning environment.
• Strategic Partnerships &
  
  Collaboration:
  
  
  • Stakeholder Liaison:
    Act as the primary relationship manager for college and unit key contacts. Meet regularly with unit leaders to understand their specific needs and translate them into IT solutions in collaboration with leaders across our central services.
  • Core Services
    
    Collaboration:
    
    Work closely with central IT teams to ensure smooth service delivery and adoption of enterprise tools. You will be the onsite champion for:
    • Collaboration Tools:
      Zoom, Google Workspace.
    • Infrastructure:
      Enterprise Storage, Account Management (IAM).
    • Device Management:
      Endpoint management (MDM/SCCM/Intune/Jamf) and Software deployment.
• Process Improvement:
  • Analyze support metrics to identify trends and areas for operational improvement.
  • Develop and update knowledge base articles and standard operating procedures to streamline support workflows.

• Bachelor’s degree in a relevant field and six years of professional experience or a Master’s degree plus at least four years of experience.
• 5+ years of experience in IT desktop support or service desk operations.
• 2+ years of experience in a supervisory or management role, specifically managing teams of 10+ staff.
• Demonstrated experience with enterprise management tools (JAMF, SCCM/MECM, Google Workspace Admin).
• Strong understanding of AV/Classroom technology support.

• Experience working in a Higher Education environment or a matrix organization.
• ITIL Certification.

Pay Range: $95,000 - $105,000 (depending on education/qualifications/experience)

Time Appointment: 100% Appointment

Position Type: P&A Staff Non‑teaching

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a…