Manager of IT Support

Description
Embry-Riddle Aeronautical University is currently recruiting for a Manager of IT Support to provide leadership, planning, and management of desktop support services and information technology support activities for the Worldwide Campus. The Manager will monitor workloads and manage projects to ensure timely and accurate completion of work orders and projects with regular reporting to the IT Services Director. In addition, the Manager of IT Support will develop, implement, and maintain processes and procedures which ensure the highest level of service quality and efficiency. They will also act as the escalation point for problem resolution, providing direction or advanced troubleshooting activities and they'll maintain solid relationships with customers including faculty, staff, and student representatives to ensure computing services are meeting the business needs and expected quality. The Manager is responsible for ensuring that University IT standards and guidelines are implemented and communicated at the campus level.

Responsibilities include the following:

• Provide leadership, planning, and management of desktop support services and information technology support activities for the designated campus through onsite and remote access. Monitor workloads and manage projects to ensure timely and accurate completion of work orders and projects. Develops, implements, and maintains processes and procedures which ensure the highest level of service quality and efficiency. Ensures accurate inventory of hardware in the University asset management tool. Ensures inventory stored on site is organized, labeled and maintained in a professional environment.
• Lead, train, and develop information technology staff. Establishes priorities and direction of technology support functions. Establishes performance expectations and goals, monitors individual and team performance. Provides regular and timely feedback and develops employees to improve when necessary and to reach established goals.
• Maintain open communication with faculty, staff and students at designated campus locations to better understand their technology requirements and issues. Analyzes complex business needs presented by faculty, staff, and students and recommend technical solutions. Collaborate with other campus Information Technology teams to develop strategic and tactical plans for addressing technology needs or issues. Attend meetings and briefings related to computing support. Participate in committees and task forces as assigned.
• Manage vendor relationships including acquiring software or technology quotes and contracts as needed.

Qualifications

Required Qualifications:

• Bachelor's degree in a related field
• Minimum of 10 years progressive experience in IT Field within a desktop support or infastructor support environment
• At least 5 years' of experience in an IT management or leadership role

Required skills, knowledge, abilities:

• Ability to support IT Core Values by focusing on improvements, believing in our team and partners throughout the university, learning from mistakes, being accountable for actions and showing determination, focus and tenacity.
• Previous management experience with a proven ability to lead, coach, and develop a high-performing team.
• Strong technology skills and proven experience implementing, troubleshooting, and supporting desktop and audio visual technology including but not limited to various operating systems (Windows, Mac, Linux), Microsoft Office suite of products, web and video conferencing products.
• Ability to effectively plan, manage and implement tasks in a complex university environment.
• Ability to develop a solid understanding of the business needs of the varied customers including faculty, staff, and students and apply appropriate computing support to fit the needs.
• Ability to develop and maintain highly effective and efficient processes and procedures.
• Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems.
• Ability to look for and develop long-term solutions and be proactive in addressing the needs of the campus.
• General knowledge of information technology trends and practices including networking and desktop computing standards.
• Maintain cooperative working relationships with University and other Campus Information Technology staff members.
• Ability to learn new things and keep up with the pace of change in technology.
• Excellent Customer Service skills.
• Excellent communication skills, both verbal and written. Must be able to effectively communicate with various levels of staff.
• Ability to manage a set budget.
• Must maintain a positive, professional image.
• Strong organizational skills.
• Demonstrate ability to tactfully handle difficult situations and ability to maintain composure under pressure.
• Ability to establish and monitor team priorities, objectives, and performance metrics.

Primary Location: United States-Florida-Daytona Beach

Job: Information Technology

Education Level: Bachelor's Degree 

Employee Status: Regular

Schedule: Full-time

Shift: Day

Travel: No