Manager, Digital Workspace Support

Job Overview

The University of Miami’s UMIT Department has an exciting opportunity for a full-time Manager, Digital Workspace Support to work in Coral Gables, Florida.

Job Status:
Full time Employee Type:
Staff

• Designs improved work systems by revising work standards, policies, and procedures, employee work method and utilization, and staffing levels.
• Plays an integral role in the hire, training, counseling, and development of staff.
• Contributes to the formulation of department-wide management and technical policies.
• Develops and maintains a professional development and training plan for staff.
• Confers with and advises subordinates of technical problems and solutions, task prioritization, and support methodology.
• Prepares activity and progress reports regarding group responsibilities.
• Serves as a point of contact for the executive management team on department initiatives.
• Ensures a consistently high level of customer service throughout the department by creating appropriate service standards, regular observation, and mentoring department personnel.
• Develops, documents, and modifies guidelines and procedures to promote efficiency within the unit.
• Works directly with faculty, students, and senior administrators to identify and address emerging technology needs.
• Administers and coordinates all functions and services for assigned information technology projects.
• Supervises the performance of unit supervisors and staff.
• Administers and processes staff performance appraisals.
• Makes recommendations to IT leadership, peers, and subordinates to improve the working environment.
• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures.
• Ensures employees are trained on controls within the function and on University policy and procedures.

• Oversees Tier 2 support for enterprise digital workspace systems, including email, collaboration, videoconferencing, cloud file storage, data collection, security, and related communication platforms.
• Manages the resolution of escalated incidents and service requests for systems such as Microsoft 365, Google Workspace, Zoom, Box, Qualtrics, and other supported digital workspace tools.
• Provides technical direction and guidance to support staff in troubleshooting complex issues, identifying root causes, implementing solutions, and escalating to engineering, security, or vendor teams when appropriate.
• Ensures the health, reliability, and continuity of supported digital workspace services by monitoring service performance, reviewing support trends, and coordinating corrective actions.
• Oversees access administration and support processes, including account provisioning, access changes, deprovisioning, permissions, license assignment, and compliance with University policies and procedures.
• Partners with Tier 1 support, engineering teams, information security, vendors, and campus stakeholders to coordinate incident response, service restoration, change implementation, and user communications.
• Maintains knowledge of supported platforms and product changes, evaluates the support impact of new features or system updates, and prepares the support team for releases and service changes.
• Develops, documents, and improves procedures, knowledge articles, escalation paths, and support standards to promote consistent and effective service delivery.
• Reviews support metrics, incident volumes, recurring issues, and customer feedback to identify opportunities for service improvement, training, automation, and process refinement.
• Coordinates communication and adoption support for digital workspace tools by contributing to user guidance, service announcements, training materials, and change readiness activities.
• Oversees vendor support engagement for escalated technical issues, service disruptions, product defects, and support-related commitments.
• Supervises, trains, mentors, and evaluates technical support staff responsible for Tier 2 digital workspace support.
• Ensures employees are trained on applicable controls, service procedures, support expectations, and University…