IT Support Services Manager Job at Inside Higher Ed in Tallahassee

Job Title: IT Support Services Manager

Location: Tallahassee, FL
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 60825

Responsibilities

• The ITS Service Desk is the first point-of-contact for students, faculty, staff, and constituents of the University when associated with the fulfillment and support for IT technologies.
• Lead the ITS Service Fulfillment team with responsibility for overall management and oversight of fulfillment of customer requests for adds, moves, and changes to voice, video, data, networking and security, and other ITS offerings; ensure rapid and efficient fulfillment and customer satisfaction, and maintain data entry integrity for billing and asset tracking.
• Manage day-to-day operations of the IT Service Fulfillment team, provide guidance on estimates/work orders and data entry for service fulfillment.
• Provide operational oversight, quality control, and problem resolution in translating customer needs into completed requests; route requests to appropriate IT provider groups per guidelines and timelines.
• Ensure appropriate support mechanisms are implemented and transitioned into daily operations; inform provider groups of IT Service Center initiatives that may impact unit operations.
• Produce management reports and statistics on workflow and service volumes to meet policies, processes, and service turnaround times; recommend internal IT policies and process improvements and maintain related documentation.
• Participate in training/testing for new releases or changes to services/systems; establish data entry processes, secure resources, and provide training and documentation to support deployment and ongoing service improvement.
• Perform trend analysis and develop action plans to improve service timelines and reduce costs; stay current on trends in service center operations and apply best practices (e.g., ITIL) to drive continual service improvement.
• Maintain compliance with ITS policies and processes for support requests, work orders, project management, change management, and incident management; use ITS tools in accordance with standards.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or other appropriate degree with four years of experience, or a high school diploma or equivalent with eight years of experience, or an equivalent combination of education/experience.
• Preferred: Previous supervisory experience and strong customer service skills.

How to Apply

If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service. Applicants are required to complete the online application with all applicable information, including work history up to ten years and education details, even if attaching a resume.

Equal Employment Opportunity

FSU is an Equal Employment Opportunity Employer.