Information Technology Support Manager

This range is provided by Collegis Education. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$90,000.00/yr - $/yr

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Collegis provides IT management services to colleges and universities across the United States. We are seeking an IT manager to lead multi‑site end‑user support delivery for up to six partner institutions. This role manages up to six site leaders (IT Support Specialist Supervisors) and provides leadership direction, standards, and operational oversight for local IT Support Specialists ("ITSS") at supported schools. The role includes overseeing service‑level delivery and quality, as well as the operating budget and functional performance.

The IT Support Specialists teams provide local support for end‑user systems, classroom technologies, including audio‑video, remote hands for servers, networking, voice, and application support teams.

This role is leadership‑forward and outcomes‑driven. The ITSS Manager owns service delivery performance—customer satisfaction, SLA attainment, escalation leadership, consistent execution across campuses, and continuous improvement. The ITSS Manager sets expectations, coaches leaders, and ensures the right staffing, skills, processes, and tools are in place. The role partners closely with infrastructure, networking, voice, and application support teams to coordinate efficient dispatch, remote‑hands coverage, and timely resolution for complex issues.

• Lead, organize, and oversee the operations of the IT Support Specialist (ITSS) teams to ensure a consistent, high‑quality customer experience across supported schools.
• Own service performance and accountability via metrics (e.g., customer satisfaction, productivity, ticket quality, cycle time, and closure times); use data to drive actions and results.
• Coach, develop, and enable ITSS Supervisors and teams through clear expectations, regular feedback, career development, and training plans; build a culture of ownership and service excellence.
• Deliver to service‑level targets governed by SLAs and contracts by proactively adjusting staffing, schedules, skills, processes, and workflows; partner with other teams to reduce repeat issues and improve outcomes.
• Serve as an escalation and stakeholder leader in collaboration with vCIOs and Partner Managers; run effective incident communications, set expectations, and maintain trusted relationships with campus leadership.
• Manage operating expenses for the function; forecast, track, and control spend while ensuring the service is resourced appropriately and delivered efficiently.
• Drive operational excellence and continuous improvement: standardize service practices across sites, maintain playbooks, improve knowledge management, and implement quality assurance to improve consistency.
• Ensure support tools and workflows enable efficient service delivery (ITSM, workflow management, ticket triage, and related technologies) in partnership with tool owners; identify gaps and champion improvements.
• Lead process adoption and change management for new or improved support processes and enablement initiatives; recommend technology investments that improve experience and efficiency.
• Expand and improve end‑user self‑service and knowledge content to reduce avoidable contacts and improve first‑contact/first‑resolution outcomes.
• Collaborate with other technology and support teams to identify root causes and resolve recurring issues through problem management practices.
• Communicate and elevate risks, trends, and service‑impacting issues to leadership; provide concise, executive‑ready updates and mitigation plans.
• Use sound judgment and critical thinking to make timely management decisions; balance customer impact, risk, and service commitments.
• Plan, prioritize, delegate, and oversee the quality of work across sites; ensure consistent standards, documentation, and follow‑through.
• Hire and retain top talent; manage performance, including recognition and corrective action when needed; build a…