Manager of Academic Technology

Posting Details

Job # 036870 Department Code 00000 Department School of Management Job Title Manager of Academic Technology Location Syracuse, NY Pay Range Commensurate with experience Staff Level S5 FLSA Status Exempt Hours

Standard University business hours

8:30am – 5:00pm (academic year)
8:00am – 4:30pm (summer)

Hours may vary based on operational needs.

Job Type Full-time Campus Syracuse, NY Unionized Position Code Not Applicable Job Description

The Manager of Academic Technology Services oversees a service desk staffed by a combination of professional and student staff with a volume of approximately 5000 tickets per year, serving a combination of walk-up, telephone, and email requests. This position also supports faculty in their teaching and research, maintains classrooms and labs, researches advances in instructional technology and makes recommendations regarding the adoption of new technologies and related instructional strategies. They also design and deliver training and documentation in a variety of ways (in person, print, multimedia & online).


BA/BS required, MA/MS preferred. In lieu of degree, 5+ years of relevant experience.

Job Specific Qualifications

Proven experience managing a technology help desk or service desk.

Ability to solve problems through the identification and analysis of diverse issues.

Superior organizational and project management skills.

Demonstrated ability to independently and continuously learn new technologies, and to creatively approach problems and assess emerging needs.

Demonstrated experience in supporting faculty and students with Blackboard or another Learning Management System.


Recruit, mentor and manage the performance of 2 professional service desk staff and 15 student workers who comprise the Whitman Service Desk handling a volume of over 5000 tickets per year. Develop standard service offerings, operating procedures, and protocols for services. Provide technology coaching and training to faculty and staff, resolve complex troubleshooting issues, balance the workload of the service desk team, and maintain documentation.

Work collaboratively with faculty and staff as a technology resource and trainer, providing technical and instructional design training and consulting services that augment on-site, blended, and online learning. Provide training and technical support for on-site hardware and software.

Serves as the primary contact for hardware and software procurement for faculty and staff. Assist faculty and staff with the identification, evaluation, and adoption of effective technology solutions to support research, teaching and administration.
Inspect the ticketing system for trends to help drive improvements to the service desk and other IT services. Devise preventative solutions to reduce service desk volume.

Other duties as assigned.

Physical Requirements




Application Instructions

In addition to completing an online application, please attach a resume and cover letter.

About Syracuse University

Syracuse University is a private, international research university with distinctive academics, diversely unique offerings and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and nearly 150 years of history, Syracuse University offers a quintessential college experience.

The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors and 100 minors offered through 13 schools and colleges; nearly 15,000 undergraduates and 5,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit

About the Syracuse area

Syracuse is a medium-sized city situated in the geographic center of New York State approximately 250 miles northwest of New York City. The metro-area population totals approximately 500,000. The area offers a low cost of living and provides many social, cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues. Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie Canal.


Syracuse University is an equal-opportunity, affirmative-action institution. The University prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in University programs, services, and activities.

Commitment to Supporting and Hiring Veterans

Syracuse University has a long history of engaging veterans and the military-connected community through its educational programs, community outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and those veterans literally transformed Syracuse University into the national research institution it is today. The University’s contemporary commitment to veterans builds on this historical legacy, and extends to both class-leading initiatives focused on making an SU degree accessible and affordable to the post-9/11 generation of veterans, and also programs designed to position Syracuse University as the employer of choice for military veterans, members of the Guard and Reserve, and military family members.

Commitment to a Diverse and Inclusive Campus Community

Syracuse University maintains an inclusive learning environment in which students, faculty, administrators, staff, curriculum, social activities, governance, and all other aspects of campus life reflect a diverse, multi-cultural, and international worldview. The University community recognizes and values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to understand, live among, appreciate, and work in an inherently diverse country and world made up of people with different ethnic and racial backgrounds, military backgrounds, religious beliefs, socio-economic status, cultural traditions, abilities, sexual orientations and gender identities. To do so, we commit ourselves to promoting a community that celebrates and models the principles of diversity and inclusivity.

Quick Link Job Posting Date 03/12/2021 Application Deadline Full Consideration By Job Category Staff Message to Applicants

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