Manager for Campus Technical Support

The Manager for Campus Technical Support is responsible for managing, coordinating, and overseeing all direct, on-site and remote technical support services for university stakeholders, focusing on IT related equipment (e.g. Smart TVs, Phones, IT peripherals) throughout offices/classrooms (e.g. Learning Spaces) within the University’s campuses. This pivotal role ensures efficient resolution of technical issues for end-user computing in offices and the optimal functionality of technology-enabled learning environments. The Manager drives the implementation of efficient support processes, monitors performance, manages personnel within their scope, and acts as a key liaison to enhance user satisfaction and align specialized technical support and learning space operations with the University’s IT policies and strategic objectives.

1. Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related field; relevant certifications (e.g., CompTIA A+, Network+, ITIL Foundation) are highly desirable.
2. Minimum of 3–5 years of experience in IT technical support, field support, or IT service management, including at least 1–2 years in a supervisory or team lead role.
3. Proven experience in diagnosing and resolving hardware, software, and network issues, including managing technology in office and learning/classroom environments.
4. Strong leadership and team management skills, with demonstrated ability to supervise, motivate, and develop a small technical team.
5. Solid understanding of IT service management (ITSM) principles, particularly incident and problem management, along with proficiency in troubleshooting hardware, operating systems (Windows, macOS), office applications, and AV technologies.
6. Excellent communication, interpersonal, analytical, and problem-solving skills, with the ability to manage multiple priorities; experience in a university or large institutional setting is an advantage.

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