Manager, End User Support

• Manage the day-to-day operations of Academic Technology Commons (ATC), Library Technology Services, Media Services, and associated technology support functions to ensure exceptional service delivery and customer satisfaction.

• Lead, supervise, mentor, and develop full-time staff and student employees while fostering a culture of service excellence, accountability, innovation, collaboration, and continuous improvement.

• Recruit, hire, train, schedule, evaluate, and oversee student workers supporting library technology, media services, equipment lending, printing services, and academic technology spaces.

• Manage student workforce operations to ensure appropriate staffing coverage during evenings, weekends, peak academic periods, and special events.

• Develop and mature service delivery processes, service metrics, reporting, and operational procedures across ATC, Library Technology Services, and Media Services.

• Oversee large format printing, high-volume printing operations, 3D printing services, digital signage systems, and associated customer support processes.

• Manage media services operations, including equipment lending and support for laptops, projectors, microphones, speakers, cameras, and related technologies used for classes, events, conferences, and university programs.

• Ensure the successful operation and support of IDEA Labs, active learning classrooms, collaborative learning spaces, recording studios, editing pods, and other academic technology environments.

• Coordinate technology support for university events and academic activities requiring media services, presentation technologies, and specialized technical assistance.

• Establish and maintain operational standards, documentation, training materials, and customer support resources for all supported services.

• Establish clear goals and performance objectives aligned with university priorities, student success initiatives, and organizational strategic objectives.

• Maintain constructive partnerships with faculty, staff, students, and university leadership to understand service needs and drive continuous improvement.

• Provide regular communication to IT leadership regarding service performance, strategic initiatives, operational concerns, resource needs, and emerging opportunities.

• Coordinate technology acquisition, deployment, maintenance, and replacement planning for media services equipment, printing technologies, learning spaces, and library technology resources.

• Maintain equipment inventories, technology lending assets, software licensing, and operational budgets associated with assigned services.

• Ensure compliance with university policies, accessibility requirements, security standards, and applicable regulatory requirements while enabling effective academic and operational outcomes.

• Perform other duties, special projects and strategic initiatives as assigned.

• Experience managing technology services within higher education, libraries, academic technology environments, media services, or similar customer-focused operations.

• Knowledge of digital media technologies, presentation systems, audio/visual equipment, digital signage platforms, and multimedia production workflows.

• Experience supporting large format printing, high-volume printing operations, 3D printing technologies, and associated customer service processes.

• Familiarity with recording studios, media production environments, video editing systems, and content creation technologies.

• Experience managing student employees, including hiring, onboarding, scheduling, training, coaching, performance management, and professional development.

• Ability to balance operational priorities between full-time staff and student workers while maintaining service quality and operational efficiency.

• Strong understanding of customer service delivery in student-facing environments.

• Experience managing equipment inventories, rental or checkout programs, and technology asset lifecycle processes.

• Ability to develop partnerships with faculty, library administration, academic departments, and student organizations to advance technology-enabled learning initiatives.

• Extensive knowledge of enterprise class desktop software such as Windows OS, Mac OS X, antivirus, remote management and troubleshooting, printing and Service desk.

• Supporting a large Enterprise organization with a complex application portfolio

• Technical computer skills as well as good interpersonal, management, and customer service skills

• Solid knowledge of networking including troubleshooting wired and wireless configurations

• Experience with iOS, Android, and Windows Phone support, and mobile device management solutions

• Ability to read, analyze, and interpret technical documentation

• Basic Knowledge WAN / LAN Topologies Network Design Tools / Resources Desktop Management Network Security

• Ability to communicate effectively with customers, coworkers, vendors and supervisors.

• Possess excellent organizational and time management skills

• Ability to manage service call load to Service Level Agreements (SLA

• Possess good listening skills. Ability to work and function efficiently either individually or in a team-oriented environment

• Ability to assist in planning and coordinate onsite efforts for projects. Ability to work independently with customers.

• General understanding of server computing, networking, phone setup/support, storage, virtualization, and business applications

• Knowledge of Compliance standards such as FERPA, HIPAA, PCI, ISO, etc.

MINIMUM QUALIFICATIONS

• Associate's Degree

• Five years of experience