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University of Minnesota · 19 hours ago

Onsite IT Support Manager

Minneapolis, MN

Full-time

Onsite

Mid, Senior Level

$95K/yr - $105K/yr

6+ years exp

The University of Minnesota is a prominent public research university seeking an experienced Onsite IT Support Manager to lead onsite support operations. The role involves managing a team of technicians, ensuring efficient IT service delivery, and fostering professional development within the team.

EducationHigher EducationUniversities

No H1B

Responsibilities

Manage and Mentor: Lead a diverse team of up to 20 desktop support technicians

Foster a culture of excellence, accountability, and continuous improvement

Coaching: Conduct regular, structured one on one meetings with direct reports, focusing on individual well being, project and support updates, and career coaching

Performance Management: Write and deliver annual performance reviews. Set clear, measurable goals and provide ongoing feedback to ensure team members are meeting expectations

Training: Identify skill gaps and coordinate ongoing training and professional development opportunities to keep the team current on emerging technologies and best practices

Hiring & Selection: Lead the hiring process to onboard high-potential IT professionals who align with the team's objectives and values

Desktop Support Oversight: Oversee the lifecycle management of university computers, ensuring timely deployment, maintenance, and support

Incident Management: Monitor help desk queues and service level agreements. Act as the escalation point for complex technical issues that the team cannot resolve independently

Classroom Technology: Ensure immediate and effective support for classroom AV and instructional technology to minimize disruption to the learning environment

Stakeholder Liaison: Act as the primary relationship manager for college and unit key contacts. Meet regularly with unit leaders to understand their specific needs and translate them into IT solutions in collaboration with leaders across our central services

Core Services Collaboration: Work closely with central IT teams to ensure smooth service delivery and adoption of enterprise tools. You will be the onsite champion for: Collaboration Tools: Zoom, Google Workspace. Infrastructure: Enterprise Storage, Account Management (IAM). Device Management: Endpoint management (MDM/SCCM/Intune/Jamf) and Software deployment

Analyze support metrics to identify trends and areas for operational improvement

Develop and update knowledge base articles and standard operating procedures to streamline support workflows

Qualification

IT desktop supportEnterprise management toolsTeam managementAV/Classroom technologyITIL CertificationCoachingPerformance managementProcess improvement