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User Support Manager

University of Minnesota
United States, Minnesota, Saint Paul
June 18, 2022
Job ID



Twin Cities

Job Family

Information Technology

Full/Part Time




Job Code

9382 US

Employee Class

Acad Prof and Admin

About the Job

Compensation: $95,000 - $105,000 (depends on qualifications)

The University of Minnesota's Office of Information Technology (OIT) currently offers an outstanding opportunity for technology leaders who are passionate about developing people and delivering exceptional customer service. If you are an energetic, forward-thinking management professional, apply today to join our User Support team. A successful candidate will have a passion for technology and customer service, a focus on developing and managing people through coaching and mentorship, and proven leadership skills.

As a resource manager in a matrix-managed organization, the person in this position will lead a team of IT support professionals responsible for one of several IT support functions such as desktop support, application support, or technology training. The IT Support Manager will develop, support, and advise their team. This position works closely with the IT management team and cross-functional team leads (Service Owners) to ensure the right resources are available to support the strategy for IT services.

We Offer:

  • University paid contribution (10% of your salary) to your retirement account - vested immediately.
  • 22 paid vacation days per year, in addition to sick leave and 11 paid holidays.
  • Reduced tuition opportunities covering 75% - 100% of eligible tuition.
  • Excellent and affordable health care benefits.
  • Wellness program with opportunity to earn lower health care rates.
  • Free disability insurance.
  • Annual merit increase program.

Job Responsibilities:

  • Manage and oversee the daily operations of our central help desk and desktop support structure.
  • Oversee and manage our supervisor and second level professional support staff.
  • Work closely with senior leadership to evaluate and define changes in our support structure to maximize our efficiencies in supporting the University's needs.
  • Define, develop and implement KPIs in consultation with senior manager and senior director.
  • Develop new policies, procedures, and standards for User Support.
  • Recruit and hire high potential people for our IT support teams.
  • Define roles and responsibilities. Ensure team members understand their jobs and how performance will be measured.
  • Evaluate team performance and provide regular feedback using formal and informal channels.
  • Provide coaching and development. Work with and help develop team members in areas of training and future job opportunities.
  • Ensure team members possess the knowledge, skills, and abilities to support IT services.
  • Align staff work plans and goals with overall strategies for the department and provide oversight to ensure goals are met by managing projects and workflow.
  • Assign resources to teams and ensure people receive adequate support to achieve desired outcomes.
  • Provide leadership for medium to large sized projects and initiatives involving strategic service changes or operational changes to our support organization.
  • Ensure service issues are addressed with the appropriate sense of urgency.
  • Promote productivity and engage a diverse team of support professionals.
  • Foster an inclusive environment and participate in efforts to support the University's commitment to equity and diversity.


*Please document qualifications on resume.

Required Qualifications:

  • BA/BS plus at least 8 years of related experience or a master's degree plus at least six years of experience or a comparable combination of education, training, and/or experience.
  • Previous success in professional leadership roles that include management/supervision of staff, coaching, hiring, and development.

About the Department

Office of Information Technology:

Interested in a career with one of the nation's largest universities? The University of Minnesota is an institution dedicated to changing lives through research, education, and outreach. The Office of Information Technology (OIT) - the University's central IT department - works to support and advance this mission and to support overall academic advancement. Our dedicated IT professionals connect students, faculty, and staff with innovative services to meet their teaching, learning, research, and administrative needs. The Office of Information Technology offers an environment of trust, collaboration, and mission-focused work. Join us and support innovation and engagement through technology!

How To Apply

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

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

Employment Requirements

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.

Please note: All employees at the University of Minnesota are required to comply with the University's Administrative Policy: COVID-19 Vaccination and Safety Protocol by either providing proof of being fully vaccinated on their first day of employment, or complete a request for an exemption for medical exemption or religious reasons. To learn more please visit:

About the U of M

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.


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