What are the responsibilities and job description for the Manager 2, IT Service Support position at Inside Higher Ed?
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Department:Health System Shared Services | Desk Top Support
Job Description
The Manager, IT Service Support is responsible for ensuring an outstanding level of customer service by providing direct IT support; supervising and evaluating performance of technical support staff of the Field Services team; defines schedules, monitors tickets, trains and mentors staff; works closely with co leaders and Associate Director of IT Customer Experience to monitor tier 1 and 2 provided services and review survey feedback to improve services and support; identifies process improvements; monitors for breaches of service level agreements; reporting both verbally and with written communication, as necessary; acts as proxy for the Associate Director IT Customer experience in meetings and on committees when requested; operates as subject matter expert in various technical areas; ensures all university, federal and state mandated programs are implemented and maintained; ensures all University and College policies are followed; manages and meets all compliance and reporting requirements of the University, College, departments and/or centers, as needed; manages staff to assure proper acquisition, receipt, movement and disposal of departmental equipment; ensures auditing and inventory compilation tasks are completed; works closely with other teams in Engineering Technology Services to identify system and service deficiencies; participates in the research, evaluation and installation of solutions; maintains awareness of new technologies related to computer hardware/software, networking and information processing; ensures the availability, security and performance of infrastructure systems and fulfillment of customer Service Level Agreements (SLAs).Additional Information: This position may be on call or work extended hours if required. This position is on-site.
Minimum Required Qualifications
Location:Ackerman Rd, 670 (2433)
Position Type:Regular
Scheduled Hours:40
Shift:First Shift
Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.
Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions.
The university is an equal opportunity employer, including veterans and disability.
Current Employees And Students
If you are currently employed or enrolled as a student at The Ohio State University, please log in to Workday to use the internal application process.
Welcome To The Ohio State University's Career Site. We Invite You To Apply To Positions Of Interest. In Order To Ensure Your Application Is Complete, You Must Complete The Following
- Ensure you have all necessary documents available when starting the application process. You can review the additional job description section on postings for documents that may be required.
- Prior to submitting your application, please review and update (if necessary) the information in your candidate profile as it will transfer to your application.
Department:Health System Shared Services | Desk Top Support
Job Description
The Manager, IT Service Support is responsible for ensuring an outstanding level of customer service by providing direct IT support; supervising and evaluating performance of technical support staff of the Field Services team; defines schedules, monitors tickets, trains and mentors staff; works closely with co leaders and Associate Director of IT Customer Experience to monitor tier 1 and 2 provided services and review survey feedback to improve services and support; identifies process improvements; monitors for breaches of service level agreements; reporting both verbally and with written communication, as necessary; acts as proxy for the Associate Director IT Customer experience in meetings and on committees when requested; operates as subject matter expert in various technical areas; ensures all university, federal and state mandated programs are implemented and maintained; ensures all University and College policies are followed; manages and meets all compliance and reporting requirements of the University, College, departments and/or centers, as needed; manages staff to assure proper acquisition, receipt, movement and disposal of departmental equipment; ensures auditing and inventory compilation tasks are completed; works closely with other teams in Engineering Technology Services to identify system and service deficiencies; participates in the research, evaluation and installation of solutions; maintains awareness of new technologies related to computer hardware/software, networking and information processing; ensures the availability, security and performance of infrastructure systems and fulfillment of customer Service Level Agreements (SLAs).Additional Information: This position may be on call or work extended hours if required. This position is on-site.
Minimum Required Qualifications
- Bachelor's degree or equivalent experience. Advanced degree may be desirable.
- 5 years of relevant experience required. 8-12 years of relevant experience preferred.
- An array of retirement plan options, each with a generous employer contribution.
- Affordable health insurance options, including dental, vision and prescription coverage that begin on day one.
- Paid vacation and sick leave, including short and long-term disability and paid parental leave.
- Get the most out of the Public Service Loan Forgiveness program.
- And much more!
Location:Ackerman Rd, 670 (2433)
Position Type:Regular
Scheduled Hours:40
Shift:First Shift
Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.
Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions.
The university is an equal opportunity employer, including veterans and disability.