IT Support Manager

Collegis Education is a marketing and technology education solutions company that offers industry-leading services for colleges and universities of every size in every sector. Using a proactive and data-driven approach, Collegis Education empowers institutions to make a broader impact by providing insights that help grow enrollments, improve student outcomes and optimize expenses. With several decades of experience working within the higher education industry, the team at Collegis Education was founded within the walls of a college and expanded to help change more lives through education.

Currently, the infrastructures established by Collegis Education support more than 40,000 students nationwide. For more information about Collegis Education, please visit

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.
• Communica…