Manager 2, IT Service Support

The Ohio State University • Rincon, GA

1d • Onsite

About The Position

The Manager, IT Service Support is responsible for ensuring an outstanding level of customer service by providing direct IT support; supervising and evaluating performance of technical support staff of the Field Services team; defines schedules, monitors tickets, trains and mentors staff; works closely with co leaders and Associate Director of IT Customer Experience to monitor tier 1 and 2 provided services and review survey feedback to improve services and support; identifies process improvements; monitors for breaches of service level agreements; reporting both verbally and with written communication, as necessary; acts as proxy for the Associate Director IT Customer experience in meetings and on committees when requested; operates as subject matter expert in various technical areas; ensures all university, federal and state mandated programs are implemented and maintained; ensures all University and College policies are followed; manages and meets all compliance and reporting requirements of the University, College, departments and/or centers, as needed; manages staff to assure proper acquisition, receipt, movement and disposal of departmental equipment; ensures auditing and inventory compilation tasks are completed; works closely with other teams in Engineering Technology Services to identify system and service deficiencies; participates in the research, evaluation and installation of solutions; maintains awareness of new technologies related to computer hardware/software, networking and information processing; ensures the availability, security and performance of infrastructure systems and fulfillment of customer Service Level Agreements (SLAs).Additional Information: This position may be on call or work extended hours if required. This position is on-site.

Requirements

• Bachelor's degree or equivalent experience.
• 5 years of relevant experience required.

Nice To Haves

• Advanced degree may be desirable.
• 8-12 years of relevant experience preferred.

Responsibilities

• Providing direct IT support
• Supervising and evaluating performance of technical support staff of the Field Services team
• Defining schedules
• Monitoring tickets
• Training and mentoring staff
• Working closely with co leaders and Associate Director of IT Customer Experience to monitor tier 1 and 2 provided services and review survey feedback to improve services and support
• Identifying process improvements
• Monitoring for breaches of service level agreements
• Reporting both verbally and with written communication, as necessary
• Acting as proxy for the Associate Director IT Customer experience in meetings and on committees when requested
• Operating as subject matter expert in various technical areas
• Ensuring all university, federal and state mandated programs are implemented and maintained
• Ensuring all University and College policies are followed
• Managing and meeting all compliance and reporting requirements of the University, College, departments and/or centers, as needed
• Managing staff to assure proper acquisition, receipt, movement and disposal of departmental equipment
• Ensuring auditing and inventory compilation tasks are completed
• Working closely with other teams in Engineering Technology Services to identify system and service deficiencies
• Participating in the research, evaluation and installation of solutions
• Maintaining awareness of new technologies related to computer hardware/software, networking and information processing
• Ensuring the availability, security and performance of infrastructure systems and fulfillment of customer Service Level Agreements (SLAs)

Benefits

• An array of retirement plan options, each with a generous employer contribution.
• Affordable health insurance options, including dental, vision and prescription coverage that begin on day one.
• Paid vacation and sick leave, including short and long-term disability and paid parental leave.
• Get the most out of the Public Service Loan Forgiveness program.

What This Job Offers

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