Manager, Digital Workspace Support

University of Miami•Town of Webster, NY

1d•Onsite

About The Position

The Manager, Digital Workspace Support oversees the support and ongoing operation of the University’s digital workspace tools, ensuring reliable, secure, and effective use of enterprise systems that enable communication, collaboration, productivity, and information sharing. This role manages daily service delivery, access administration, incident response, user support, and continuous improvement for platforms such as email, cloud-based collaboration, videoconferencing, file storage, data collection, monitoring, and security tools. The incumbent partners with senior university leadership and IT stakeholders to identify needs, establish support procedures, evaluate emerging technologies, and align digital workspace services with organizational strategy, security requirements, and the evolving needs of faculty, staff, and students.

Requirements

Experience supporting digital workspace systems required
Bachelor’s degree in relevant field
Minimum 5 years of relevant experience
Knowledge of business and management principles.
Ability to direct, manage, implement, and evaluate department operations.
Ability to establish department goals, and objectives that support the strategic plan.
Ability to effectively plan, delegate and/or supervise the work of others.
Ability to lead, motivate, develop, and train others.

Nice To Haves

Experience supervising service or help desk employees preferred

Responsibilities

Designs improved work systems by revising work standards, policies, and procedures, employee work method and utilization, and staffing levels.
Plays an integral role in the hire, training, counseling, and development of staff.
Contributes to the formulation of department-wide management and technical policies.
Develops and maintains a professional development and training plan for staff.
Confers with and advises subordinates of technical problems and solutions, task prioritization, and support methodology.
Prepares activity and progress reports regarding group responsibilities.
Serves as a point of contact for the executive management team on department initiatives.
Ensures a consistently high level of customer service throughout the department by creating appropriate service standards, regular observation, and mentoring department personnel.
Develops, documents, and modifies guidelines and procedures to promote efficiency within the unit.
Works directly with faculty, students, and senior administrators to identify and address emerging technology needs.
Administers and coordinates all functions and services for assigned information technology projects.
Supervises the performance of unit supervisors and staff.
Administers and processes staff performance appraisals.
Makes recommendations to IT leadership, peers, and subordinates to improve the working environment.
Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures.
Ensures employees are trained on controls within the function and on University policy and procedures.
Oversees Tier 2 support for enterprise digital workspace systems, including email, collaboration, videoconferencing, cloud file storage, data collection, security, and related communication platforms.
Manages the resolution of escalated incidents and service requests for systems such as Microsoft 365, Google Workspace, Zoom, Box, Qualtrics, and other supported digital workspace tools.
Provides technical direction and guidance to support staff in troubleshooting complex issues, identifying root causes, implementing solutions, and escalating to engineering, security, or vendor teams when appropriate.
Ensures the health, reliability, and continuity of supported digital workspace services by monitoring service performance, reviewing support trends, and coordinating corrective actions.
Oversees access administration and support processes, including account provisioning, access changes, deprovisioning, permissions, license assignment, and compliance with University policies and procedures.
Partners with Tier 1 support, engineering teams, information security, vendors, and campus stakeholders to coordinate incident response, service restoration, change implementation, and user communications.
Maintains knowledge of supported platforms and product changes, evaluates the support impact of new features or system updates, and prepares the support team for releases and service changes.
Develops, documents, and improves procedures, knowledge articles, escalation paths, and support standards to promote consistent and effective service delivery.
Reviews support metrics, incident volumes, recurring issues, and customer feedback to identify opportunities for service improvement, training, automation, and process refinement.
Coordinates communication and adoption support for digital workspace tools by contributing to user guidance, service announcements, training materials, and change readiness activities.
Oversees vendor support engagement for escalated technical issues, service disruptions, product defects, and support-related commitments.
Supervises, trains, mentors, and evaluates technical support staff responsible for Tier 2 digital workspace support.
Ensures employees are trained on applicable controls, service procedures, support expectations, and University policies and procedures.