IT Support Services Manager

The ITS Service Desk is the first point-of-contact for students, faculty, staff, and constituents of the University when associated with the fulfillment and support for IT technologies.

Responsibilities

• Manages and oversees the IT Service Fulfillment team.
• Translates and fulfills customer needs into workflow, completes requests to external vendors or internal service provider groups for adds, moves and changes to voice, video, data, networking and security, and other ITS offerings.
• Ensures data entry integrity for billing and asset tracking once requests are fulfilled and customer satisfaction is confirmed.
• Provides assistance and guidance to the team regarding estimates/work orders and data entry process for fulfillment of services provided by ITS.
• Oversees operational quality control and problem resolution, ensuring accurate completion of requests and adherence to specified guidelines and timelines.
• Ensures appropriate support mechanisms are implemented, maintained, and transitioned into daily operations by the team, both internally and externally.
• Maintains awareness of initiatives conducted through the IT Service Center that may impact unit operations.
• Produces effective management reports and statistics regarding workflow and service volumes to ensure all established policies, processes, and service turnaround times and commitments are met.
• Recommends internal IT policies, procedures, process improvement plans, and maintains associated documentation.
• Collaborates with IT Provider Groups to establish data entry processes, define secure resources, provide training, documentation, and instructional media for smooth deployment and continuous service improvement.
• Performs trend analysis and develops action plans for improving service timelines and reducing costs.
• Stays current on trends in service center operations and leverages best practices, such as the Information Technology Information Library, to drive continual service improvement.
• Supports the business unit with multiple business meetings with customers and service providers, staff, and special projects.
• Manages the daily operations of a fast-paced business unit.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or other appropriate degree and four years' experience, or a high school diploma or equivalent and eight years of experience.
• Previous supervisory experience and strong customer service skills preferred.

Preferred Qualifications

• Previous supervisory experience and strong customer service skills.

Helpful

• Someone who has great customer service skills, professional and excellent time management skills.

University Information

One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research and encourages creativity. At FSU, there’s the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow’s news!

FSU Total Rewards

FSU offers a robust Total Rewards package. Visit our FSU Total Rewards website to learn more about our Compensation, Benefits, Wellness, Recognition, and Employee Development programs. Use our FSU Total Compensation Calculator to calculate Total Compensation options based on potential salary, benefits and retirement contributions, earned leave, and other employment-related perks.

How To Apply

If qualified and interested in a specific job opening as advertised, apply through the FSU Careers site (jobs.fsu.edu). If you are a current FSU employee, apply through myFSU Self Service. Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.

Considerations

This is an A&P position. This position requires successful completion of a criminal history background check.

Equal Employment Opportunity

FSU is an Equal Employment Opportunity Employer.