The Manager, Support Services, is a member of Vanderbilt University Information Technology and is a key leader responsible for providing leadership over an Information Technology team by directing staff to meet operational goals, assisting with the development and implementation of policies and procedures, and with the assistance of technical lead(s), overseeing day to day operations. The Manager is a player/coach, handles the most complex issues escalated to them by their customers or their team and performs personnel administration functions.
Vanderbilt University Information Technology (VUIT) is committed to delivering world-class technology and service in support of excellence in teaching, learning, and research across the university. The IT Service Delivery team (ITSD) is the group responsible for providing endpoint management and support for VUIT. The team includes all on-campus and remote support for students, faculty, and staff and includes the Tech Hub, Tech Hub Central, Lifecycle Management, Desktop Engineering, Classroom Technology A/V, and Service Excellence teams. Team members support anyone and everyone on campus in-person, remote, and via phone, text, chat, email, and ticketing. ITSD is responsible for providing outstanding customer support and team members exhibit strong interpersonal, technical, and written skills.
Duties and Responsibilities
Develops Our Team
Collects, Analyzes and shares operational data and metrics with an emphasis on improvement
Conducts staff evaluations, sets goals, supports career pathing, and documents poor performance
Creates and implements team training plan
Communicates goals to the team, measures progress and provides the necessary feedback to acknowledge exceptional performance or to facilitate necessary
Oversees day to day operations of team, handles issues escalated from staff and customers; operates as a player/coach and pitches in to handle operations directly as required
Provides escalation point for team members and peers
Actively participates in Teams conversations and information dissemination
Communicates and ensures compliance with University and departmental policies and procedures
Approves travel and time off for team
Monitoring and adjusting team members' schedules to maintain service coverage, in collaboration with management team
Regularly meets with direct reports in individual and team meeting environments
Oversees day to day operations and adherence to standard processes within Tech Hub Central IT Service Desk operations according to industry standard metrics and processes, driving toward first contact resolution of customer IT support issues.
Collaborates with management team on customer projects, complex incidents, requests, and the creation of innovative solutions to customer-driven needs
Aids management team in the development, implementation and dissemination of policies, processes, and procedures for the ITSD team
Participate in VUIT projects with direct support impact as called upon
This position has supervisory responsibility for staff; the position reports administratively and functionally to the Director of IT Service Delivery.
A Bachelor's degree from an accredited institution of higher education is necessary .
Relevant technical certification(s) are preferred.
At least five years' experience in a related field is necessary
At least two years' experience in a lead technical role is preferred
Demonstrated literacy in related technologies is necessary
Skill in organizing resources and establishing priorities is necessary
Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community is necessary
Experience in higher education is preferred
Knowledge and understanding of the current and developing strategic information technology requirements of a major research university is preferred
Knowledge of current trends and developments in information technology is preferred
Ability to foster a cooperative and collaborative work environment is preferred
Commitment to Equity, Diversity, and Inclusion
At Vanderbilt University, we are intentional about and assume accountability for fostering advancement and respect for equity, diversity, and inclusion for all students, faculty, and staff. Our commitment to diversity makes us who we are. We have created a community that celebrates differences and lets individuality thrive. As part of this commitment, we actively value diversity in our workplace and learning environments as we seek to take advantage of the rich backgrounds and abilities of everyone. The diverse voices of Vanderbilt represent an invaluable resource for the University in its efforts to fulfill its mission and strive to be an example of excellence in higher education.
Vanderbilt University is an equal opportunity, affirmative action employer. Women, minorities, people with disabilities, and protected veterans are encouraged to apply.
Please note, all candidates selected for an offer of employment are subject to pre-employment background checks, which may include but are not limited to, based on the role for which they have been selected: criminal history, education verification, social media review, motor vehicle records, credit history, and professional license verification.
Internal Number: 10000907
About Vanderbilt University
Vanderbilt University is a center for scholarly research, informed and creative teaching, and service to the community and society at large. Vanderbilt will uphold the highest standards and be a leader in the quest for new knowledge through scholarship, the dissemination of knowledge through teaching and outreach, and the creative experimentation of ideas and concepts. In pursuit of these goals, Vanderbilt values most highly intellectual freedom that supports open inquiry, equality, compassion, and excellence in all endeavors.