IT Manager, Support Services (internal applicants only)

Central Arizona College • Central Arizona College- Signal Peak Campus - Coolidge, AZ

4d • Hybrid

About The Position

Provides leadership and direction for the College's IT Support Services (IT SS) program both strategically and operationally; acts as service process expert in both desktop hardware and software as well as desktop operations management; manages and supports the day-to-day IT SS help desk operations and service tickets as well as supervision and training of IT SS staff; manages IT SS projects from inception through scope; supports computer, imaging, and peripherals for District; analyzes and reports IT SS performance to metrics; ensures staff and students are offered applicable and effective computer technology solutions; manages all aspects of IT support throughout the Pinal County District; and has responsibility for hiring, managing, and training of District IT SS staff.

Requirements

• Bachelors Degree - or - Professional Level certification - or - Demonstrated KSA
• Six (6) years of related experience.
• May be required to be available for after-hours emergency response duties as a member of a 7x24x365 support team.
• Traveling and driving throughout the District is required using one's own means of transportation.
• Must have a valid, Arizona driver’s license.
• Knowledge of enterprise IT support operations, service delivery, help desk management, ticket workflows, and endpoint lifecycle support in a multi-site environment.
• Knowledge of enterprise technologies and tools including Microsoft 365, Adobe, Outlook, Teams, imaging, remote desktop management, desktop security, software deployment, and asset management systems.
• Knowledge of ITIL best practices, including incident, request, problem, change, and asset management processes, service level expectations, escalation pathways, and continuous service improvement.
• Knowledge of hardware diagnostics and repair standards, instructional technologies, classroom AV/AVoIP systems, LMS platforms, ERP systems, and related support environments.
• Skill in leading, mentoring, and developing technical support staff; coordinating team operations; promoting accountability, teamwork, and consistent service excellence; and fostering effective collaboration across departments, campuses, and functional teams.
• Skill in managing hardware and software asset inventories, lifecycle planning, utilization analysis, documentation, compliance, and reporting to support accurate forecasting, budgeting, and operational decision-making.
• Skill in project management, including defining scope, goals, deliverables, timelines, resource needs, risks, and dependencies; coordinating stakeholders; managing project communication; tracking milestones; and supporting successful implementation and change adoption.
• Skill in troubleshooting complex technical issues, analyzing service and asset data, improving procedures, and evaluating emerging technologies and support solutions.
• Ability to resolve conflict constructively by listening actively, clarifying issues, identifying root concerns, facilitating productive dialogue, and guiding staff and customers toward timely, respectful resolution.
• Ability to de-escalate customer concerns through calm, professional communication, empathy, expectation setting, follow-through, and effective handling of sensitive or high-impact service situations.
• Ability to communicate effectively with technical and non-technical audiences, manage competing priorities, build collaborative relationships, and deliver customer-focused support in a dynamic environment.
• Ability to document both technical and non-technical problems and processes in a clear, user-friendly yet detail-oriented way.
• The work is medium work. The employee is frequently required to apply 30 pounds of force to move objects and occasionally required to exert up to 50 pounds of force to move objects.
• Additionally, the following physical abilities are required: crawling, crouching, feeling, handling, hearing, kneeling, lifting, mental acuity, pulling, pushing, talking, and visual acuity in operating equipment.
• Position requires strong human relations skills to lead and influence others in a service-oriented, multi-site environment.
• Uses tact, judgment, collaboration, and professionalism to supervise staff, provide coaching and training, resolve conflict, de-escalate customer concerns, and build productive working relationships across departments, campuses, and functional teams.
• Communicates effectively with technical and non-technical audiences, handles sensitive and confidential information appropriately, and provides direction, consultation, and support to staff, students, and College stakeholders in order to achieve job objectives and maintain service excellence.
• Work is performed part of the time, working in an environment where errors on this job can lead to significant physical or mental consequences for oneself or others.
• Job is performed in a general office, classroom, or comparable work area, with occasional distractions such as noise and interruptions, or in congested work areas with exposure to disagreeable elements.
• Travel throughout the District is required.
• May occasionally be required to work in outside areas with exposure to heat or cold.
• Working in high or confined spaces may be required.
• All applicants must be at least 18 years of age or older to be considered for this position.

Nice To Haves

• Applicable certifications such as A+, Network +, Netgear AVoIP Level 2 , and ITIL Foundations are desired.

Responsibilities

• Responsible for leadership and the strategic and tactical operation of the IT support services team throughout the Pinal County District, as well as the functional operation of the IT Help Desk.
• Plans computer-related hardware and software projects and tactical operations, defines and approves enterprise processes as they fold into the larger IT operations; performs root cause analysis and has responsibility for computer and technical device support across the organization.
• Manages, mentors, hires, trains, and supervises IT Support Services (IT SS) personnel to foster teamwork and maintain effective operations. Responsibilities include staff training, delegation of work assignments, performance evaluations, disciplinary actions, and ongoing mentoring.
• Coordinates with multiple departments, staff, and external partners to support the continuous operation and improvement of the CAC desktop environment, and ensures that equipment, practices, staffing, and customer support remain current through periodic visits to campuses and centers.
• Oversees, plans, and monitors computer utilization, hardware lifecycle, and support in multiple areas including Computer desktop/Laptop systems, user software (M365, Adobe, etc.) and asset management; oversees, supports, directs, establishes and maintains relationships in support of College needs in the area of computers and professional services; develops, implements, and maintains procedures, and associated training plans to support College computing utilization; and communicates, coordinates, and builds strong partnerships with College entities at all levels in order to meet goals and to implement solutions, establish priorities and timelines, and deliver services utilizing industry best practices (ITIL).
• Serves as the service process expert for enterprise IT Support Services (IT SS), including hardware repair and upgrade best practices aligned with A+ standards.
• Serves as project manager for District projects related to IT Support Services (IT SS), overseeing initiatives from inception through completion using best practices and interdisciplinary standards.
• Identifies requirements, determines the most effective methodology, and seeks the best outcomes for the District while controlling change and minimizing risk.
• Collaborates with colleagues across College locations, ensures adherence to procedures, standards, and guidelines, assesses the technical skill sets of IT SS technologists, recommends appropriate training to address gaps, conducts training as needed, and provides input to the Director of IT Support & Learning Technology regarding team performance.
• Monitors the ticketing process and assigns or reassigns tickets as needed.
• Sets ticket remediation priorities under the guidance of the Director of IT Support & Learning Technology and ensures team performance meets or exceeds service excellence goals.
• De-escalates conflict with end users by addressing concerns promptly, clarifying issues, and facilitating constructive resolution of service-related problems.
• Advises and supports team members in managing points of conflict within the support services team and IT as a whole, promotes professional communication and collaboration, and helps maintain a positive, customer-focused work environment.
• Serves as a point of escalation to IT Leadership for complex, sensitive, or recurring issues, providing relevant context, recommended next steps, and follow-through to ensure appropriate resolution.
• Performs needs assessment; recommends or develops site computer plans, systems improvements; defines and develops related end-user training requirements and materials; prepares related documentation as required; assesses potential strategic software; participates in software/hardware evaluation process; and analyzes and reports IT SS performance with metrics.
• Researches emerging technologies and stays current on trends and best practices in enterprise computer hardware and software solutions.
• Conducts comparative analyses and develops solution prototypes; prepares concept and design specifications; and integrates, tests, and evaluates potential solutions.
• Conducts analyses and inventories of IT computer and peripheral assets; prepares lifecycle specifications; and integrates, tests, and evaluates troubleshooting processes.
• Plans, conducts, and directs the analysis of asset data for accuracy, consistency, and issue identification; defines technical requirements for creative, logical, and effective solutions; and confers with CAC management to determine the feasibility of recommendations.
• Performs other duties commensurate with functions and level of position or as assigned.

Benefits

• As a condition of employment, all full time Central Arizona College employee’s automatically become members of the Arizona State Retirement System (ASRS). This is a pension system that requires mandatory contributions from the employee with a matching contribution from the employer.
• The 25-26 fiscal year contribution rate is 12.00%. Please note this rate is subject to change on a fiscal year basis.
• Membership to ASRS is a condition of employment and is not optional unless you are at least 65 years of age and meet the opt out eligibility requirements, or are a retiree from ASRS.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager