Manager On-Site Support

Job Overview Manager, Technology Services

ID: 219819-951

Full‑Time / Regular St. John’s University – campuses include New York City, Rome, Limerick, Paris and additional study abroad locations. Responsibilities Lead the Technology Service team, overseeing Tier 1 and Tier 2 staff and ensuring high‑quality customer support. Collaborate strategically with executive leadership and business partners to align IT services with institutional goals. Develop, implement, and enforce protocols, optimize processes, and manage service escalations to maintain service excellence. Apply the ITIL framework and ITSM enterprise applications to streamline service management. Use key performance indicators to increase operational efficiency and drive continuous improvement. Train full‑time, part‑time, and student workers on IT policies, procedures, and protocols; create training materials and communications. Plan for redundancy and succession, ensuring critical skills are maintained across the team. Coordinate with third‑party support to review performance, communicate essential changes, and refine processes. Manage special projects as assigned, contributing to broader IT initiatives. Communicate complex technical concepts to non‑technical audiences with clarity and professionalism. Actively engage in data‑driven problem solving and strategic decision making. Maintain a team‑oriented, efficient, and innovative work environment. Qualifications Bachelor’s degree in Computer Science or related field. 5–7 years of experience in a customer‑facing IT role, including 3–5 years of supervisory experience. Proficient in ITSM software and able to learn new technologies quickly. Strong written and verbal communication skills; experienced in presenting to large groups. Deep knowledge of the ITIL framework and budgeting principles. Leadership abilities with a commitment to professional development and team building. CompTIA A+, Network+, and Security+ certifications are a plus. Compensation & Benefits Annual salary range: $96,200 – $100,000 (NYC Pay Transparency Act). Benefits include: medical, dental, life insurance, long‑term disability, tuition remission, 403(b) employer contribution, employee assistance program, generous paid time off, and campus recreation and cultural amenities. Important Note: St. John’s is NOT an E‑Verify employer. EEO Statement St. John’s University is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, disability, protected veteran status, or any characteristic protected by law. #J-18808-Ljbffr St.-John