Manager of IT Support

Job Description

Job Description

Job Summary

The Manager of IT Support leads the desktop support team and oversees daily IT support operations to ensure reliable technology services across the organization. This role manages endpoint lifecycle operations, technical support processes, IT service delivery, and team performance while maintaining high service standards and collaborating with stakeholders to improve technology solutions and operational efficiency.

Duties and Responsibilities

• Lead and supervise the Desktop Support team.
• Provide coaching, mentoring, and performance management for IT support staff.
• Manage daily IT support operations and prioritize service requests.
• Oversee the lifecycle management of desktops, laptops, and endpoint devices.
• Ensure endpoint devices meet security, configuration, and compliance standards.
• Maintain accurate hardware inventory and coordinate equipment refresh cycles.
• Develop and improve IT support processes and service delivery standards.
• Monitor ticketing systems and ensure timely incident resolution.
• Serve as the escalation point for complex technical issues.
• Collaborate with faculty, staff, and departments to identify technology needs.
• Recommend and implement IT solutions that support business objectives.
• Coordinate IT projects and technical initiatives.
• Manage vendor relationships, hardware procurement, and support services.
• Participate in strategic planning for campus technology services.
• Support continuous improvement of IT operations and customer satisfaction.

Requirements

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field (management experience may substitute for education).
• 3–5 years of experience in IT support, desktop services, or enterprise technical support.
• Previous experience leading and managing technical support teams.
• Experience supporting Windows, Mac, and Linux operating systems.
• Experience with Active Directory and enterprise endpoint management tools.
• Knowledge of Microsoft Endpoint Configuration Manager (SCCM/MECM), Microsoft Intune, Addigy, or similar platforms.
• Strong troubleshooting and technical problem-solving skills.
• Experience managing IT projects and service improvement initiatives.
• Excellent leadership, communication, organizational, and customer service skills.