Manager, IT Client Support

Overview

Tufts Technology Services (TTS) is a university-wide service organization committed to delivering adaptable, results driven technology solutions in support of Tufts’ mission of teaching, learning, research, innovation, and sustainability. With staff working remotely, hybrid and on campus across Tufts University, as well as a 24x7 IT Service Desk, we collaborate with schools and divisions to meet the demands of a global, mobile, and diverse community.

We promote a collaborative, forward-thinking, flexible work environment, embrace diversity and inclusion, and encourage personal and professional development. Fostering a culture of organizational citizenship and making others successful, demonstrating integrity, ethical conduct and optimism, active contribution and continuous learning enables staff to serve the goals and values of the University and creates a fulfilling and positive work experience for all.

The Manager of IT Client Support is responsible for leading the delivery and operation of effective frontline end user and desktop support for Tufts faculty, researchers, students, and staff. The Manager works with peer group IT Support Managers to oversee support for their respective campuses. Supported service environments for general and department-specific end user computing hardware and software include, but are not limited to, research and academic labs, libraries, clinical care settings, classrooms, meeting rooms, conference and event spaces, administrative offices, student dorms and activity spaces.

The manager leads a team of IT technical support specialists focused on resolving incidents, fulfilling services requests, and providing end user training and consulting. Responsible for project work related to deployment of IT services and equipment. In collaboration with shared service IT support functions across the university, the Manager sets the team’s priorities, provides coaching and mentoring, and implements best-practices processes and systems to continually improve the quality and efficiency of IT support.

The Manager uses technical tools, such as the knowledge base, remote desktop management suite (SCCM, JAMF), and a service management system (Service Now) to measure the effectiveness and support and identify opportunities for improvement. The Manager proactively manages client relationships across all supported departments to ensure that project and operational support meets the needs of the community.

This is an on campus position.

• Responsible for the hiring, supervision, and professional development of IT support staff.
• Plan and manage team’s workload, schedule and ensure continuity of coverage. Monitor support tickets for quality and SLA compliance. Handle client escalations. Coordinate cross-functional team support activity.
• Provide performance management through setting priorities and goals for individuals and the team; measuring performance and identifying opportunities for continual improvement, on-going coaching and mentoring, formal performance review processes, informal and formal employee/team recognition, policy and process compliance, and establishing high-performing team norms and expectations.
• Collaborate with other members of the CSS leadership team to ensure common services, policies, best practices, and resources are shared across all areas of service delivery.
• Hold regular meetings with staff to share knowledge.
• Prepare and conduct training of IT support staff.
• Encourage and maintain a culture of collaboration between staff members.

• Maintain ongoing customer relationships with departments to ensure support operations are meeting their needs and to identify opportunities for improvements or new services/enhancements. Coordinate regular communication activities to external customers and internal stakeholders related to support operations. Prepare Lifecycle Management (LCM) reports to assist in determination of fleet renewal.
• Collaborate with other technology groups to identify opportunities for using new solutions and processes to…