IT Services & Projects Manager - Northwest Florida State College

The IT Service Delivery Manager provides operational leadership for customer-facing Information Technology services and serves as the primary coordinator of service delivery activities across support, application, procurement, and project functions. The position ensures technology services are effectively delivered, resources are coordinated, and departmental initiatives are successfully executed.

Responsibilities:

• Lead daily operations of customer-facing IT services, including Help Desk, Desktop Support, student and employee-facing Application Administration, and coordinate IT procurement functions.
• Supervise and coordinate operational activities of the Help Desk Lead, Desktop Support Lead, IT Applications Administrator, and Technology Administrative Assistant positions.
• Monitor service delivery standards, operational procedures, and performance expectations.
• Monitor service requests, incidents, customer satisfaction, and support metrics.
• Coordinate IT Services workload planning, resource allocation, and operational priorities.
• Serve as the primary coordinator for IT Services technology initiatives and project implementation activities.
• Coordinate activities between technical staff, vendors, consultants, and business units.
• Provide oversight of customer-facing application administration services and technology platforms.
• Assist with technology procurement operations and purchasing workflows.
• Develop and maintain operational documentation, inventories, procedures, and knowledge resources.
• Identify process improvement opportunities and implement service delivery enhancements.
• Develop executive reports and operational status updates.
• Perform other duties as assigned.

Benefits

• Health insurance for employee and dependent coverage available.
• College-paid basic life insurance for employee with additional coverage for employee and/or dependents at employee's expense
• College-paid retirement with 3% employee contribution to the Florida Retirement System (FRS)
• Optional dental and vision insurance at employee's expense
• Paid leave accrual (sick and vacation/annual leave)
• Paid time off for designated holidays, winter break, and spring break
• 36-hour, 4-day workweek (Monday - Thursday) available to many departments | 40-hour workweek | 34-hour workweek
• Free tickets to designated Mattie Kelly Arts Center and Raider Athletic events

Qualifications:

• Bachelor's degree in Information Technology, Business Administration, Computer Science, Management Information Systems (MIS), or a related field required. Relevant professional experience or trade certificate may be considered.
• Minimum of five years of progressively responsible experience in IT operations, technical support, service management, or related fields.
• Experience coordinating technology projects and operational initiatives required.
• Experience leading support, desktop, application, or service delivery functions preferred.
• Strong customer service, communication, organizational, and analytical skills.
• Knowledge of Microsoft 365, SaaS platforms, vendor management, and service management practices.
• Higher education experience preferred.

Physical Requirements and Work Environment:

• Office-based with occasional on-site visits to various campus locations.
• May require evenings or weekend work to meet project deadlines or support critical developments
• Ability to lift 50 lbs.
• May require working on ladders or lifts and accessing confined or elevated spaces, including ceiling crawl spaces to install, inspect, or maintain IT and telecommunications equipment.

Classification: Administrative I

Grant Funded: N

Location: Niceville

FLSA Status: Exempt

Application Deadline: Open until filled. Review of applications will begin immediately.