Manager, End User Support

• Manage the day-to-day operations of Academic Technology Commons (ATC), Library Technology Services, Media Services, and associated technology support functions to ensure exceptional service delivery and customer satisfaction.  

• Lead, supervise, mentor, and develop full-time staff and student employees while fostering a culture of service excellence, accountability, innovation, collaboration, and continuous improvement.  

• Recruit, hire, train, schedule, evaluate, and oversee student workers supporting library technology, media services, equipment lending, printing services, and academic technology spaces. 

• Manage student workforce operations to ensure appropriate staffing coverage during evenings, weekends, peak academic periods, and special events. 

• Develop and mature service delivery processes, service metrics, reporting, and operational procedures across ATC, Library Technology Services, and Media Services.  

• Oversee large format printing, high-volume printing operations, 3D printing services, digital signage systems, and associated customer support processes. 

• Manage media services operations, including equipment lending and support for laptops, projectors, microphones, speakers, cameras, and related technologies used for classes, events, conferences, and university programs. 

• Ensure the successful operation and support of IDEA Labs, active learning classrooms, collaborative learning spaces, recording studios, editing pods, and other academic technology environments. 

• Coordinate technology support for university events and academic activities requiring media services, presentation technologies, and specialized technical assistance. 

• Establish and maintain operational standards, documentation, training materials, and customer support resources for all supported services.  

• Establish clear goals and performance objectives aligned with university priorities, student success initiatives, and organizational strategic objectives.  

• Maintain constructive partnerships with faculty, staff, students, and university leadership to understand service needs and drive continuous improvement.  

• Provide regular communication to IT leadership regarding service performance, strategic initiatives, operational concerns, resource needs, and emerging opportunities.  

• Coordinate technology acquisition, deployment, maintenance, and replacement planning for media services equipment, printing technologies, learning spaces, and library technology resources.  

• Maintain equipment inventories, technology lending assets, software licensing, and operational budgets associated with assigned services. 

• Ensure compliance with university policies, accessibility requirements, security standards, and applicable regulatory requirements while enabling effective academic and operational outcomes.  

• Perform other duties, special projects and strategic initiatives as assigned. 

• Experience managing technology services within higher education, libraries, academic technology environments, media services, or similar customer-focused operations. 

• Knowledge of digital media technologies, presentation systems, audio/visual equipment, digital signage platforms, and multimedia production workflows. 

• Experience supporting large format printing, high-volume printing operations, 3D printing technologies, and associated customer service processes. 

• Familiarity with recording studios, media production environments, video editing systems, and content creation technologies. 

• Experience managing student employees, including hiring, onboarding, scheduling, training, coaching, performance management, and professional development. 

• Ability to balance operational priorities between full-time staff and student workers while maintaining service quality and operational efficiency. 

• Strong understanding of customer service delivery in student-facing environments. 

• Experience managing equipment inventories, rental or checkout programs, and technology asset lifecycle processes. 

• Ability to develop partnerships with faculty, library administration, academic departments, and student organizations to advance technology-enabled learning initiatives. 

• Extensive knowledge of enterprise class desktop software such as Windows OS, Mac OS X, antivirus, remote management and troubleshooting, printing and Service desk. 

• Supporting a large Enterprise organization with a complex application portfolio 

• Technical computer skills as well as good interpersonal, management, and customer service skills  

• Solid knowledge of networking including troubleshooting wired and wireless configurations 

• Experience with iOS, Android, and Windows Phone support, and mobile device management solutions  

• Ability to read, analyze, and interpret technical documentation 

• Basic Knowledge WAN / LAN Topologies Network Design Tools / Resources Desktop Management Network Security 

• Ability to communicate effectively with customers, coworkers, vendors and supervisors.  

• Possess excellent organizational and time management skills  

• Ability to manage service call load to Service Level Agreements (SLA

• Possess good listening skills. Ability to work and function efficiently either individually or in a team-oriented environment  

• Ability to assist in planning and coordinate onsite efforts for projects. Ability to work independently with customers.  

• General understanding of server computing, networking, phone setup/support, storage, virtualization, and business applications 

• Knowledge of Compliance standards such as FERPA, HIPAA, PCI, ISO, etc.   

MINIMUM QUALIFICATIONS

• Associate's Degree

• Five years of experience