Offres d'emploi à distance et à domicile à -2339-beville-it-wwhq-3 ∙ Page 1

Job Description

Embry-Riddle Aeronautical University, with campuses in Daytona Beach, Florida, Prescott, Arizona, and over 100 locations globally, is seeking a Manager of IT Support to join the Information Technology department in Daytona Beach, Florida.

This position specifically supports the Worldwide Campus, which is headquartered in Daytona Beach, Florida and delivers global education through online learning for non-traditional students, as well as through campus locations in the United States, Europe, Asia, and the Middle East. The ideal candidate is an experienced, hands-on manager who can manage the day-to-day operations of the Desktop Support team, providing leadership and coaching for team members and acting as an escalation point for troubleshooting complex system issues. The Manager of IT Support is responsible for the full lifecycle management of all endpoint devices across the Worldwide Campus. This includes ensuring that systems meet University IT standards, are accurately inventoried, maintained using University IT guidelines, and refreshed in a timely manner.

This position plays a key role in customer service by developing, implementing, and continuously improving processes and procedures to maximize efficiency and deliver an outstanding customer experience. Additionally, the Manager of IT Support will be responsible for building and maintaining strong relationships with customers to ensure IT services align with computing needs. The ideal candidate desires to be a part of a vibrant community of information technology professionals and supports the mission of the University as a world leader in aviation and aerospace education. Embry-Riddle provides education globally and maintains a diverse technology footprint. Working for Embry-Riddle Information Technology provides a modern and collaborative work environment and professional development opportunities. Employees have access to a robust benefits package – from quality health care and retirement options to generous education benefits and a flexible summer work schedule.

• Provide leadership, planning, and management of desktop support services and information technology support activities for the designated campus.
• Monitor workloads and manage projects to ensure timely and accurate completion of work orders and projects.
• Develop, implement, and maintain processes and proceduresensuring the highest level of service quality and efficiency.
• Provide planning, management, and refresh of campus endpoints including computers and point-of-sale systems.
• Supervises desktop support staff. Establishes priorities and direction of technology support functions.
• Establishes performance expectations and goals, monitors individual and team performance.
• Provides regular and timely feedback and develops employees to improve when necessary and to reach established goals.
• Maintain open communication with campus faculty, staff, and student representatives to better understand their technology requirements and issues. Analyzes complex business needs presented by faculty, staff, and students and recommends technical solutions. Collaborate with other campus Information Technology teams to develop strategic and tactical plans for addressing technology needs or issues. Attend meetings and briefings related to computing support. Participate in committees and task forces as assigned. Manage vendor relationships including acquiring software or technology quotes and contracts as needed.
• On Call (Cellphone): 24x7 rotation with team.

Qualifications

• Bachelor's degree
• Previous management experience with a proven ability to lead, coach, and develop a high-performing team.
• Strong technology skills and proven experience implementing, troubleshooting, and supporting desktop technology in an enterprise environment including hardware, software, and multiple operating systems (Windows, Mac, and Linux).
• Experience with Active Directory, and other enterprise desktop support tools including endpoint management systems such as Microsoft Endpoint Configuration Manager, inTune, Addigy, etc.
• Ability to effectively plan, manage and implement tasks in a complex university environment.
• Strong project management skills.
• Ability to develop a solid understanding of the business needs of the varied customers including faculty, staff, and students and apply appropriate computing support to fit the needs.
• Ability to develop and maintain highly effective and efficient processes and procedures.
• Excellent analytical and problem-solving skills, combined with the ability to provide quick resolution to problems.