Manager, IT Support and Service
About The Position
The IT Support and Service Manager leads the Learner Helpdesk and Collaborator Service Desk, delivering reliable, responsive technology support to Learners and Collaborators. The role owns IT service management practices, incident management, and the technology asset lifecycle, and sets direction, standards, and performance expectations for both support teams. The Manager partners with Infrastructure, Platform Administration, and Information Security to resolve issues quickly and address their root causes. This position oversees ITSM processes and platform improvement, service-level reporting, demand intake, knowledge and service-catalog management, major-incident response, problem management, and continuous improvement. It also owns hardware and software asset management, licensing, inventory, lifecycle planning, secure disposal, and related audit evidence. The Manager leads and develops both support teams, manages staffing and coverage, establishes support-quality expectations, and oversees budgets, vendors, and tools. The position is remote with occasional in-office needs. Candidates are being considered in Salt Lake, Utah. New hires must attend New Collaborator Orientation in Salt Lake City; the College covers travel, lodging, and other accommodations. Employment is contingent on successful completion of a background check and drug screen.
Requirements
- Bachelor's degree in Information Technology, Business, or a related field, and/or equivalent experience and certifications.
- At least 5 years of IT service desk, support, or ITSM experience.
- At least 3 years of leadership or supervisory experience.
- Working knowledge of ITIL/ITSM practices.
- Experience administering an ITSM platform and building reports and dashboards.
- Demonstrated incident and major incident management experience.
- Experience with IT asset management, including inventory, lifecycle, and licensing.
- Technical working knowledge of Microsoft 365, Entra ID, Intune, endpoint support, and basic networking.
- Strong communication skills for working with Learners, technical and non-technical Collaborators, and vendors.
Nice To Haves
- ITIL 4 Foundation certification or equivalent.
- Experience with budgets and vendor management.
Responsibilities
- Own and mature ITSM practices aligned with ITIL, including incident, request, problem, change enablement, knowledge, and service catalog management.
- Define, publish, and report on SLAs and OLAs for both support teams.
- Administer and continually improve the ITSM platform, including workflows, queues, automation, forms, and reporting.
- Manage intake through IT Demand Management and ensure requests are routed and tracked correctly.
- Maintain the knowledge base and service catalog to improve self-service and first-contact resolution.
- Run service reviews and use data to drive continuous improvement.
- Serve as the escalation point for the helpdesk and service desk, and act as incident manager for major incidents.
- Coordinate incident triage, escalation paths, and communications with Platform Administration, Infrastructure, and vendors.
- Oversee after-hours critical incident procedures and coordinate security events with Information Security.
- Lead problem management and post-incident reviews, and track corrective actions to completion.
- Report on incident trends, mean time to resolution (MTTR), SLA attainment, and backlog health.
- Own the hardware and software asset lifecycle, including procurement coordination, receiving, provisioning, deployment, refresh, redeployment, and retirement.
- Maintain accurate, auditable asset inventory and configuration data, with regular reconciliation.
- Manage software licensing and entitlements, including renewals and compliance.
- Coordinate onboarding, offboarding, and device lifecycle processes with HR, Infrastructure, and Information Security.
- Oversee secure data sanitization and disposal, and maintain evidence supporting audits.
- Report on asset utilization, lifecycle forecasting, and costs to support budget planning.
- Lead, coach, and develop the helpdesk and service desk teams, including hiring, onboarding, performance management, and training.
- Manage staffing, scheduling, and coverage across both teams and extended hours.
- Set support-experience quality standards and review feedback and CSAT for Learners and Collaborators.
- Manage the support and asset budget, vendor relationships, and tool spend.
- Build a high-impact, inclusive team culture aligned with the Core 7.
Benefits
- The College covers travel, lodging, and other accommodations for New Collaborator Orientation in Salt Lake City.
- The company describes strategies promoting positive work-life integration and opportunities for higher education or professional development.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
