IT Support Manager

IT Support Manager Job ID: 300974 Location: Statesboro, Georgia Full/Part Time: Full Time Regular/Temporary: Regular Job Summary The IT Support Manager is a hands‑on, technical leader responsible for delivering a high‑quality support experience for faculty, staff, students, alumni, and other external partners. The role oversees day‑to‑day IT support, manages and trains staff, develops and enforces policies and procedures, and ensures quality customer support. Strong leadership and communication skills are essential for meeting and exceeding performance expectations, while excellent problem‑solving abilities are required to diagnose, evaluate, and resolve complex issues. Responsibilities Manage a team of IT Support staff and student assistants in accordance with established Service Level Agreements (SLAs). Develop, deliver, and assess training programs for support staff. Administer endpoint and application management solutions, including platform software upgrades, workstation patching/compliance, and application delivery. Continuously improve endpoint administration through automation, monitoring, patching, backup/recovery, and other industry‑best practices. Diagnose and resolve unique, nonrecurring problems across applications and operating systems, classifying issues by level, priority, and nature. Configure, deploy, maintain, troubleshoot, and support a wide range of computing devices and telecommunications equipment. Participate in hardware and software reviews; recommend purchases and maintain software inventories, licensing, and upgrade policies. Act as a consultative technical leader, translating application requests and providing appropriate solutions and recommendations. Serve as the key contact for IT support requests, communicating complex technical information effectively to users. Required Qualifications Bachelor's Degree. Three (3) or more years of related work experience. Preferred Qualifications Ensure compliance with FERPA and other privacy and security protocols related to student education records. Master's Degree. Five (5) or more years of experience, with at least two (2) years in a supervisory role. Three (3) or more years of experience in a higher‑education environment. Experience with enterprise and/or line‑of‑business applications. Experience at a multi‑campus institution. Proposed Salary $55,126 – $69,500 (exempt position paid monthly) Required Documents to Attach Resume Cover Letter Two (2) professional references Knowledge, Skills, & Abilities Customer‑service excellence and strong communication skills. Proficiency with Microsoft Office, Google Workspace, and other applications as required. Technical troubleshooting, escalation, and resolution under time pressure. Independent judgment, multitasking, and prioritization. Experience in cross‑functional environments and in higher‑education IT operations. Understanding of client/server computing, risk mitigation, and incident response. Equal Employment Opportunity Georgia Southern University provides equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, sexual orientation, gender identity or expression, national origin, religion, age, veteran status, political affiliation, or disability. Individuals who need reasonable accommodations under the Americans with Disabilities Act to participate in the search process should notify Human Resources. #J-18808-Ljbffr