Job Overview
The Manager, Endpoint and Customer Support provides leadership and direction for IT customer service and endpoint asset management across the organization. This role involves leading a team of professionals dedicated to enhancing the technology customer experience. The incumbent will ensure high-quality, efficient, and customer-focused service in all interactions, working effectively with both technical and non-technical stakeholders to meet the unit's goals.
Essential Duties and Responsibilities
- Resource Management: Align resources and staffing to ensure the unit's successful operation and the achievement the organization's mission.
- Executive Support: Lead a support team providing executive consultation to senior executives.
- Customer Relationships: Manage technical support staff, establishing relationships to prioritize needs and identify solutions. May oversee IT projects supporting the organization's strategic plan and engage with customers, and vendors.
- Education and Training: Expand and operationalize education, training, and professional development offerings related to office computing tools to enhance customer technical skills and knowledge. Communicate IT services and initiatives effectively to personnel.
- Asset Lifecycle Management: Oversee the lifecycle process of company-owned computer equipment, including procurement, evaluation, deployment, data backup, application access, support, and decommissioning.
- Vendor Negotiation: Engage in negotiations with software and hardware vendors to meet organization needs, seek cost-saving opportunities, and implement efficient processes.
- Staff Development: Lead and support staff in achieving departmental goals and initiatives. Foster professional development and growth opportunities based on staff strengths.
- Strategic Resource Management: Manage resources strategically and responsibly. Effectively present staffing and budgeting matters to management.
- Policy Coordination: Coordinate policies and procedures with other IT units to ensure responsive, high-quality, and cost-efficient services.
- Compliance: Ensure compliance with all company and state policies, security standards, and applicable laws related to endpoint systems management.
Qualifications
Required Education and Experience:
- Bachelor’s degree in a relevant field or equivalent combination of education and experience.
- 5 years of related experience.
Knowledge, Skills, and Abilities:
- Proficiency in word processing, spreadsheet, and database applications.
- Ability to multitask and collaborate effectively.
- Clear and effective communication skills.
Preferred Qualifications:
- Excellent written and verbal communication skills.
- Thorough understanding of the computer field, university environment, and diverse IT customer base.
- Strong organizational, project management, interpersonal, and leadership skills.
- General knowledge of information technology trends, practices, and endpoint management.
