Embry-Riddle Aeronautical University is currently recruiting for an IT Support Manager to support the Daytona Beach Campus. The IT Support Manager provides leadership, planning, and management of desktop support services and information technology support activities for the campus and manages a team of 12 full time employees plus student workers. 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. They will also develop, implement, and maintain processes and procedures which ensure the highest level of service quality and efficiency. The IT Support Manager acts as escalation point for problem resolution, providing direction or advanced troubleshooting activities and maintains solid relationships with customers including faculty, staff, and student representatives to ensure computing services are meeting the business needs and expected quality. He/she is also responsible for ensuring that University IT standards and guidelines are implemented and communicated at the campus level and manages vendor relations for various products and services.
Responsibilities include the following:
Provide leadership, planning, and management of desktop support services and information technology support activities for the designated campus. 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. Provides planning and oversight of campus technology refresh activities.
Supervises 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 campus faculty, staff, and student representatives to better understand their technology requirements and issues. Analyzes complex business needs presented by faculty, staff, and students and recommends 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.
Minimum of 10 years progressive experience in Information Technology field
Minimum of 5 years’ experience in an IT management or leadership role with a proven ability to lead, coach, and develop a high-performing team
Strong technology skills and proven experience implementing, troubleshooting, and supporting desktop technology including, but not limited to various operating systems (Windows, Mac, Linux), Microsoft Office suite of 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
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
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
IT leadership experience within desktop support or infrastructure support
Prior experience working with higher education