User Support Manager - Facilities & Services

User Support Manager - Facilities & Services Job Summary

Under administrative direction of the Associate Director of Shared Administrative Services / Director of ITS, the Manager of User Support oversees IT support operations for Facilities & Services. This position leads the User Support Team, ensuring reliable, efficient, and ITIL-aligned service delivery. The Manager provides Tier 3 support for escalated issues, monitors performance against service-level objectives, and ensures technical operations meet organizational needs.

The role balances leadership, technical depth, and process improvement to deliver exceptional service to F&S staff and business units

• Leadership and Management –
  
  · Supervise and develop User Support staff.
  
  · Establish team goals, evaluate performance, and foster professional development.
  
  · Coordinate daily operations to ensure efficient and effective service delivery.
  
  · Review and monitor service tickets to ensure SLA compliance and appropriate resolution timelines.
  
  · Promote a culture of accountability, customer service, and continuous improvement.
  
  · Collaborate with campus IT units and departments to align F&S support strategies and ensure consistent standards.
  
  · Serve as an escalation point for incidents requiring cross-unit collaboration or executive communication.
• Strategic Planning and Process Improvement –
  
  · Develop and refine service management processes aligned with ITIL principles.
  
  · Lead or oversee user support–related projects and technology initiatives.
  
  · Ensure compliance with University and F&S IT security and accessibility standards.
  
  · Plan and manage technology refresh and lifecycle initiatives.
  
  · Analyze service metrics to identify process enhancements and technology needs.
• Tier 3 Technical Support and Enterprise Operations –
  
  · Provide Tier 3 technical support for escalated incidents affecting multiple departments or critical business functions.
  
  · Diagnose and resolve complex hardware, software, or network issues impacting F&S operations.
  
  · Lead troubleshooting and root-cause analysis efforts in coordination with Infrastructure, Application Development teams.
  
  · Assist in large‑scale deployments, migrations, or refresh initiatives to ensure smooth transitions and minimal downtime.
• Perform additional responsibilities as directed to support departmental and organizational priorities.

• Five (5) years of work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field, which includes supervisory or lead worker capacity. College coursework which includes Information Technology (IT), IT Management, Programming, IT Systems, or a closely related discipline may be substituted as follows: 30 semester hours equals one (1) year, Associate’s Degree (60 semester hours) equals eighteen (18) months, 90 semester hours equals two (2) years, Bachelor’s Degree (120 semester hours) equals three (3) years).

• Experience with endpoint management systems such as MECM/SCCM, Intune, and/or other similar endpoint management systems.

• Experience managing IT service operations in higher education and/or large organizations.

• Strong analytical, organizational, and communication skills.

This is a 100% full-time Civil Service 5030 - Information Technology Manager/Administrative Coordinator position, appointed on a 12-month basis. The expected start date is as soon as possible after 3/16/2026. The budgeted salary for this position is $80,000 to $90,000 per year. Final salary offered will be determined by a thorough assessment of available market data, internal salary equity, candidate experience and qualifications, collective bargaining agreements, and budget constraints.
For more information on Civil Service classifications, please visit the SUCSS web site at https://(Use the "Apply for this Job" box below). .

Applications must be received by 6:00 pm (Central Time) on March1st, 2026
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