Onsite IT Support Manager

Onsite IT Support Manager Position

Please note, this position is not eligible for H-1B or Green Card sponsorship.

The University of Minnesota is committed to fostering local talent through employment
opportunities. This position is an onsite role, and prospective applicants must be located either
in the state of Minnesota or near the Wisconsin border OR otherwise open to relocation.

Position Summary:
We are seeking an experienced and compassionate Onsite IT Support Manager to lead our
onsite support operations. In this role, you will manage a team of up to 20 technicians
responsible for maintaining the health of our IT environment. You will serve as the primary
liaison between our central core services and various college and unit key contacts, ensuring
that technology needs are met with efficiency and a high standard of service.
The ideal candidate is not just technically adept, but a people first leader dedicated to the
professional growth of their staff through regular coaching, training, and development.

Responsibilities:

Team Leadership & Development:
* Manage and Mentor: Lead a diverse team of up to 20 desktop support technicians.
Foster a culture of excellence, accountability, and continuous improvement.
* Coaching: Conduct regular, structured one on one meetings with direct reports, focusing
on individual well being, project and support updates, and career coaching.
* Performance Management: Write and deliver annual performance reviews. Set clear,
measurable goals and provide ongoing feedback to ensure team members are meeting
expectations.
* Training: Identify skill gaps and coordinate ongoing training and professional
development opportunities to keep the team current on emerging technologies and best
practices.
* Hiring & Selection: Lead the hiring process to onboard high-potential IT professionals
who align with the team's objectives and values.

Operational Management:
* Desktop Support Oversight: Oversee the lifecycle management of university
computers, ensuring timely deployment, maintenance, and support
* Incident Management: Monitor help desk queues and service level agreements. Act as
the escalation point for complex technical issues that the team cannot resolve
independently.
* Classroom Technology: Ensure immediate and effective support for classroom AV and
instructional technology to minimize disruption to the learning environment.

Strategic Partnerships & Collaboration:
* Stakeholder Liaison: Act as the primary relationship manager for college and unit key
contacts. Meet regularly with unit leaders to understand their specific needs and
translate them into IT solutions in collaboration with leaders across our central services.
* Core Services Collaboration: Work closely with central IT teams to ensure smooth
service delivery and adoption of enterprise tools. You will be the onsite champion for:
Collaboration Tools: Zoom, Google Workspace.
Infrastructure: Enterprise Storage, Account Management (IAM).
Device Management: Endpoint management (MDM/SCCM/Intune/Jamf) and
Software deployment.

Process Improvement:
* Analyze support metrics to identify trends and areas for operational improvement.
* Develop and update knowledge base articles and standard operating procedures to
streamline support workflows.

Required Qualifications:
* Bachelor's degree in a relevant field and six years of professional experience or a Master's degree plus at least four years of experience.
* 5+ years of experience in IT desktop support or service desk operations
* 2+ years of experience in a supervisory or management role, specifically managing
teams of 10+ staff
* Demonstrated experience with enterprise management tools (JAMF, SCCM/MECM,
Google Workspace Admin)
* Strong understanding of AV/Classroom technology support

Preferred Qualifications:
* Experience working in a Higher Education environment or a matrix organization
* ITIL Certification

Pay Range: $95,000 - $105,000 ; depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: P&A Staff Non-teaching

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions.

You will have the opportunity to complete an online application for the position and attach a cover letter and resume or CV.

This position will remain open until filled.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).