What are the responsibilities and job description for the IT Support Center Manager position at UVM Health - UVM Medical Center?
Job Summary
Under the direction of the Director of IT Support Services, the Support Center Manager is accountable for the strategy, performance, and continuous improvement of frontline IT Support Services across the University of Vermont Health System, with a strong focus on customer experience and service outcomes.
The Support Center Manager directly manages the Support Center Supervisors and leads a multi-tiered support organization delivering service desk, advanced support, and enterprise monitoring services across hardware and software platforms. This role applies ITIL-aligned and agile service management practices to ensure effective incident, request, and escalation workflows, applying systems thinking to improve end-to-end service delivery, using data and metrics to drive availability, reliability, efficiency, and sustainability. The Manager also develops Support Center Technician and Advanced Support Center Technician capabilities to address systemic issues and strengthen workforce effectiveness.
As Product Owner for the IT Support Center team, the Manager owns a customer-experience–focused backlog, translating user needs and service insights into prioritized improvements. The role partners with cross-functional IT teams to deliver incremental enhancements, reduce friction and repeat issues, define customer service standards and practices, and advance service management maturity through continuous improvement, learning, and adaptation.
Education
Bachelor's degree in computer science, desktop support, computer hardware, or another relevant field, or equivalent experience. ITIL certification preferred. SAFe / Agile knowledge desired.
Experience
5 - 10 years of progressively responsible Information Technology experience with direct customer contact and experience in customer service, PC/desktop support, and team leadership. Demonstrated ability to manage multiple, concurrent, and complex projects/issues. Proven ability to effectively develop, build and motivate teams to achieve a higher level of outcome. Two or more years managing an IT service and support function in an environment of similar size and complexity which includes multiple tiers of support
Under the direction of the Director of IT Support Services, the Support Center Manager is accountable for the strategy, performance, and continuous improvement of frontline IT Support Services across the University of Vermont Health System, with a strong focus on customer experience and service outcomes.
The Support Center Manager directly manages the Support Center Supervisors and leads a multi-tiered support organization delivering service desk, advanced support, and enterprise monitoring services across hardware and software platforms. This role applies ITIL-aligned and agile service management practices to ensure effective incident, request, and escalation workflows, applying systems thinking to improve end-to-end service delivery, using data and metrics to drive availability, reliability, efficiency, and sustainability. The Manager also develops Support Center Technician and Advanced Support Center Technician capabilities to address systemic issues and strengthen workforce effectiveness.
As Product Owner for the IT Support Center team, the Manager owns a customer-experience–focused backlog, translating user needs and service insights into prioritized improvements. The role partners with cross-functional IT teams to deliver incremental enhancements, reduce friction and repeat issues, define customer service standards and practices, and advance service management maturity through continuous improvement, learning, and adaptation.
Education
Bachelor's degree in computer science, desktop support, computer hardware, or another relevant field, or equivalent experience. ITIL certification preferred. SAFe / Agile knowledge desired.
Experience
5 - 10 years of progressively responsible Information Technology experience with direct customer contact and experience in customer service, PC/desktop support, and team leadership. Demonstrated ability to manage multiple, concurrent, and complex projects/issues. Proven ability to effectively develop, build and motivate teams to achieve a higher level of outcome. Two or more years managing an IT service and support function in an environment of similar size and complexity which includes multiple tiers of support