Manager of IT Support

Embry-Riddle Aeronautical University • Daytona Beach, FL

1d • Onsite

About The Position

Embry-Riddle Aeronautical University is seeking an on-campus Manager of IT Support to join the Information Technology Department in Daytona Beach, Florida. This role is responsible for leading the Desktop Support team and overseeing the day-to-day operations of campus endpoint computing services. The Manager of IT Support is a hands-on leadership position that provides supervision, coaching, and technical escalation support for complex system issues. This role ensures that all campus endpoints—including computers, instructional technology, and point-of-sale systems—are properly managed throughout their lifecycle, maintained in alignment with university IT standards, and accurately inventoried and refreshed in a timely manner. This position plays a key role in developing and continuously improving IT support processes and procedures to maximize efficiency, resource utilization, and service quality. The Manager of IT Support builds strong relationships with campus stakeholders, ensuring that faculty, staff, and students receive responsive, reliable, and high-quality technology support that meets their needs. Working within a collaborative and mission-driven IT organization, this role supports Embry-Riddle’s global educational mission and contributes to a modern, diverse, and innovative technology environment.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field. Management experience may be considered in lieu of formal education.
• Three to five years of related work experience in IT support, desktop services, or enterprise technical support environments.
• Previous management experience with a proven ability to lead, coach, and develop a high-performing technical support team.
• Experience supporting desktop technologies in an enterprise environment, including hardware, software, and multiple operating systems (Windows, Mac, and Linux).
• Experience with Active Directory and enterprise desktop support tools, including endpoint management systems such as Microsoft Endpoint Configuration Manager (SCCM/MECM), Microsoft Intune, Addigy, or similar platforms.
• Experience planning, managing, and implementing IT support tasks in a complex organizational or higher education environment.
• Strong project management experience, including coordinating technical initiatives and service improvements.
• Strong technical troubleshooting skills with the ability to quickly diagnose and resolve complex hardware, software, and system issues.
• Demonstrated ability to develop, implement, and maintain effective IT support processes and procedures.
• Strong analytical and problem-solving skills with a focus on identifying root causes and implementing long-term solutions.
• Ability to understand diverse customer needs and translate business requirements into effective IT support solutions.
• Knowledge of current IT trends and best practices, including desktop computing standards and basic networking concepts.
• Ability to build and maintain cooperative working relationships across IT teams and university departments.
• Strong customer service orientation with a commitment to responsiveness, professionalism, and service excellence.
• Excellent written, verbal, and active listening communication skills, with the ability to communicate effectively across all organizational levels.
• Strong organizational skills with the ability to manage priorities, workflows, and competing demands in a fast-paced environment.
• Ability to remain composed under pressure and effectively manage difficult or sensitive situations.
• Ability to establish, monitor, and achieve team priorities, performance goals, and operational metrics.
• Demonstrated ability to learn new technologies quickly and adapt to evolving IT environments.
• Commitment to IT core values, including continuous improvement, accountability, collaboration, learning from mistakes, and service excellence.
• Three to five years of relevant work experience in information technology support, desktop services, or a related technical field.

Responsibilities

• Provide leadership, direction, and oversight for the Desktop Support team and campus IT support operations.
• Supervise desktop support staff, establish priorities, and set clear performance expectations and goals.
• Monitor individual and team performance, provide ongoing feedback, and support employee development and continuous improvement.
• Manage team workloads and assign projects to ensure timely and accurate completion of service requests and initiatives.
• Oversee the full lifecycle management of campus endpoints, including desktops, laptops, and point-of-sale systems.
• Ensure all devices meet university IT standards for configuration, security, maintenance, and compliance.
• Maintain accurate inventory and tracking of all endpoints across the Daytona Beach campus.
• Manage endpoint refresh cycles and ensure timely replacement and deployment of hardware.
• Develop, implement, and maintain processes and procedures that ensure efficient, consistent, and high-quality IT support services.
• Continuously evaluate and improve service delivery models to enhance customer experience and operational effectiveness.
• Monitor work order systems to ensure timely resolution of service requests and incident management.
• Serve as an escalation point for complex technical issues requiring advanced troubleshooting and resolution.
• Maintain open communication with faculty, staff, and student stakeholders to understand technology needs and service expectations.
• Analyze complex business and technical requirements and recommend appropriate IT solutions.
• Build and maintain strong working relationships with campus partners to ensure alignment between IT services and institutional needs.
• Participate in meetings, committees, and campus working groups related to IT support and technology services.
• Collaborate with other IT teams to support strategic and operational planning for campus technology services.
• Contribute to the development of short- and long-term plans for desktop support and endpoint management.
• Manage vendor relationships related to hardware, software, and support services, including obtaining quotes and supporting contract processes as needed.
• Ensure effective coordination of external services and solutions to support campus IT operations.

Benefits

• Enjoy up to 18 days of paid leave in your first year, including 3 days granted upon hire and 15 days accrued throughout the year.
• You'll also receive 9+ paid holidays, including the day after Thanksgiving and the week between Christmas Eve and New Year's Day.
• Get 100% tuition coverage for yourself for one undergraduate and one graduate degree, and discounted rates for your spouse and dependent children up to age 26.
• ERAU contributes 6% of your base salary to your retirement plan and offers a 4% matching contribution – with no vesting period.
• Relax with 15 days of personal leave for non-exempt employees or 18 days for exempt full-time employees in your first year.

What This Job Offers

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