IT Support Manager

Job Summary Purdue University | West Lafayette, Indiana Purdue IT is seeking an IT Support Manager, Client Support Services to lead a dedicated team focused on delivering exceptional technology support across the University. In this role, you will oversee the daily operations of Client Support Services, ensuring incidents are prioritized, tracked, coordinated, and resolved efficiently while maintaining a strong commitment to customer satisfaction. This position offers the opportunity to shape and enhance support processes, foster a customer-focused service culture, and develop a high-performing team that helps advance Purdue’s teaching, learning, and research mission. If you are a collaborative leader with a passion for service excellence and continuous improvement, we invite you to explore this rewarding opportunity. About Us Purdue Information Technology is the central information technology organization serving students, faculty and staff at Purdue University in West Lafayette, Purdue Fort Wayne and Purdue Northwest. Purdue IT is responsible for major operational systems, the campus wired network and one of the world’s largest wireless networks. It also supports dozens of student computing labs as well as tens of thousands of desktop computers in classrooms, research laboratories and offices, and numerous petabytes of storage for business, educational and personal use across the Purdue University system. In addition to supporting major academic systems, such as the Brightspace course management system, Purdue IT tests, implements and develops innovative learning and classroom technologies, along with big data analytics systems to make prime use of University data to improve learning and Purdue’s operations through data-backed methodologies. Purdue IT also supports an advanced research cyberinfrastructure across campus that includes multiple shared, TOP500-class supercomputing clusters for intensive computational needs; a state-of-the-art, multi-tiered research data storage array; and high-speed networks linking campus labs and computing resources and connecting the campus to national resources. Take your #nextgiantleap with us. What We’re Looking For Education and Experience Required Bachelor’s degree in Management, Technology, Computer Science, or other technical or managerial field Four (4) years of experience working with a variety of computing platforms in a networked environment Experience leading, coaching, or training others Preferred Experience providing support to users in a university environment Experience with IT service management tools and ticketing workflows Experience supervising or mentoring IT support staff or student employees Skills Required Excellent technical, problem solving, oral and written communication skills along with strong time management and organizational skills Strong desire to work in one-on-one and small group situations with faculty and administrative staff to improve the understanding of and use of current technologies Must have strong initiative and a desire to help users who have a wide range of skill levels Demonstrated planning, project management, and supervision skills Ability to effectively guide, lead, and develop technical employees Ability to promote team relationship skills and communication Ability to research, plan, and implement the use of new technologies that benefit the University’s academic, instructional and research activities, coordinating the appropriate IT resources as needed Strong verbal and written English communication skills including the ability to consult with and provide support for faculty and develop documentation Preferred Strong leadership and staff supervision skills Strong organizational and time-management skills Additional Information Purdue University will not sponsor employment authorization for this position A background check will be required for employment in this position FLSA: Exempt (Not Eligible for Overtime) Retirement Eligibility: Immediate Defined Contribution by the university Benefit Statement: Purdue University offers a substantial Benefit Package including medical, dental, and vision insurance as well as a generous paid time off package for sick and vacation days Career Stream Management 3 Pay Band S075 Job Code #20003516 Who We Are Purdue is a community built on collaboration, with global perspectives, Boilermaker pride and endless opportunity to live, learn and grow. Join us and contribute to our culture. Equal Opportunity Employer Purdue University is an EOE employer. #J-18808-Ljbffr