Manager of IT Support

Job Description

Discover Your Future with Embry-Riddle Aeronautical University!

Embry-Riddle: A Global Leader in Aviation and Aerospace

With vibrant campuses in Daytona Beach, FL and Prescott, AZ, plus a Worldwide network across approximately 120 locations, Embry-Riddle stands as the world’s largest aviation and aerospace university. For over 95 years, we've been pioneering education in STEM fields, serving over 11,600 residential students and 19,200 globally in the 2023-24 academic year with cutting-edge programs in Applied Science, Aviation, Business, Technology, Engineering, Safety, Security, and Space.

Perks Await You at Embry-Riddle!

• Generous Time Off: Enjoy 9+ paid holidays, including the day after Thanksgiving and the week between Christmas Eve and New Year’s Day.
  
  
• Personal Leave: Relax with 12 days of personal leave for non-exempt employees or 18 days for exempt full-time employees in your first year.
  
  
• Tuition Coverage: 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.
  
  
• Retirement Contributions: ERAU contributes 6% of your base salary to your retirement plan and offers a 4% matching contribution – with no vesting period.
  
  

Embry-Riddle Aeronautical University recognizes the value of diversity and is dedicated to fostering a positive climate in which all students, faculty, and staff are encouraged in their professional, social, and intellectual pursuits. Embry-Riddle is committed to providing equal employment opportunity and affirmative action for qualified individuals. The University does not tolerate discrimination on the basis of race, creed, color, religion, national origin, gender, sexual orientation, age, gender identity, genetic information, disability, protected veteran status, or any other status protected by federal, state, or local law.

Opportunity:

Join the Aviation and Aerospace vanguard!

Step into a dynamic role with Embry Riddle Aeronautical University, where innovation meets opportunity. Be part of a leading institution that’s at the forefront of aviation, aerospace, and STEM education. We offer an exciting environment, cutting-edge projects, and the chance to influence tomorrow. Ready to make a difference? Take flight with Embry-Riddle and explore this diverse career opportunity today.

Embry-Riddle Aeronautical University is seeking a Manager of IT Support to join the Information Technology department in Daytona Beach, Florida or in a teleworking arrangement. The ideal candidate is an experienced, hands-on manager who can manage the day-to-day operations of the Virtual Support team, providing 2nd level remote technical support for staff, faculty, and students, manage an analyst responsible for the ITSM system, providing leadership and coaching for team members and acting as an escalation point for troubleshooting complex technology support issues. This role is responsible for developing, implementing, and continuously improving processes and procedures to ensure the most effective use of resources and the best customer service experience.

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.

Job Duties:

• Provide leadership, planning, and management of Virtual Support Services and IT Service Management systems. Monitors workloads and manages projects to ensure timely and accurate completion of work orders and projects. Develop, implement, and maintain processes and procedures which ensure the highest level of service quality and efficiency. Provide oversight and guidance to ensure the ITSM tool is continuously improved including self-service, workflow, and automation to ensure an effortless customer experience.
• Supervises Information Technology 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. Contributes to the oversight of the IT Support vendor/partner activities to ensure services meet expectations.
• Maintain open communication with campus faculty, staff, and student representatives to better understand their technology requirements and issues. Analyzes support needs of faculty, staff, and students and recommends and implements solutions to improve the customer experience. Collaborate with other campus Information Technology teams to develop strategic and tactical plans for addressing IT Support 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.

Qualifications

• Bachelor's Degree
• 5-10 years of work related experience in Information Technology
• Management experience may be considered in lieu of formal education.

Required skills, knowledge, abilities:

• Previous management experience with a proven ability to lead, coach, and develop a remote 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, 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.
• Ability to look for and develop long-term solutions and be proactive in addressing the needs of the campus.
• General knowledge of information technology trends and practices including networking and desktop computing standards.
• Maintain cooperative working relationships with University and other Campus Information Technology staff members.
• Ability to learn new things and keep up with the pace of change in technology.
• Excellent Customer Service skills.
• Excellent communication skills, including writing, speaking, and active listening. Must be able to effectively communicate with various levels of staff.
• Must maintain a positive, professional image.
• Strong organizational skills.
• Demonstrate ability to tactfully handle difficult situations and ability to maintain composure under pressure.
• Ability to establish and monitor team priorities, objectives, and performance metrics.
• Ability to support IT Core Values by focusing on improvements, believing in our team and partners throughout the university, learning from mistakes, being accountable for actions and showing determination, focus and tenacity.