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Job ID: 165280

Manager, IT Client Support - Tufts Technical Services
Tufts University

Date Posted Aug. 16, 2021
Title Manager, IT Client Support - Tufts Technical Services
University Tufts University
Medford\/Somerville, MA, United States
Application Deadline Open until filled
Position Start Date Available immediately
  • Director/Manager
  • Information Technology

Department Summary:
Tufts Technology Services (TTS) is a university-wide service organization committed to delivering technology solutions in support of Tufts’ mission of teaching, learning, research, innovation, and sustainability. With staff across all of Tufts’ campuses, as well as a 24×7 IT Service Desk, we collaborate with schools and divisions to meet the demands of a global, mobile community. We promote a collaborative, flexible work environment, embrace diversity and inclusion, and encourage personal and professional development.  Learn more about TTS on our website .

Job Summary:
The Manager of IT Client Support is responsible for leading the delivery and operation of effective frontline end user and desktop support for Tufts faculty, researchers, students, and staff. The Manager works with peer group IT Support Managers to oversee support for their respective campuses. Supported service environments for general and department-specific end user computing hardware and software include, but are not limited to, research and academic labs, libraries, clinical care settings, classrooms, meeting rooms, conference and event spaces, administrative offices, student dorms and activity spaces. The manager leads a team of IT technical support specialists focused on resolving incidents, fulfilling services requests, and providing end user training and consulting. S/he is responsible for project work related to deployment of IT services and equipment. In collaboration with shared service IT support functions across the university, the Manager sets the team’s priorities, provides coaching and mentoring, and implements best-practices processes and systems to continually improve the quality and efficiency of IT support.  The Manager uses technical tools, such as the knowledge base, remote desktop management suite (SCCM, JAMF), and a service management system (ServiceNow) to measure the effectiveness and support and identify opportunities for improvement. The Manager proactively manages client relationships across all supported departments to ensure that project and operational support meets the needs of the community.
This is an on campus position.

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