General Desktop Support Manager

Description:

As the GDS Manager, you will oversee technical staff who work with campus customers to assist in the planning, deployment, and support of Windows and Mac endpoints, network administration, and other IT related activities. You will also be developing and maintaining healthy team dynamics, enhancing service delivery best practices, and serve as a liaison for the numerous departments we support on campus. We are looking for an individual to lead with a focus on cultural leadership, performance & accountability management, operational consistency, process maturity, and talent advocacy & professional growth.

Responsibilities include:
 

• Responsibilities include:
• Execute general supervisory functions as defined by Divisional and the Office of Human Resources.
• Coach and guide staff on daily activities, career objectives, and growth opportunities while managing performance and accountability.
• Aligning people to the values of the institution.
• Represent the team within departmental leadership groups to ensure team activities and technical deployments align with the broader organizational strategy and service roadmap.
• Utilize knowledge of the campus landscape to manage customer communications and serve as a central point of contact for issue escalation.
• Lead team-based projects to ensure the delivery of sustainable, high-quality technical solutions for campus partners.
• Map team activities with the department’s overall objectives and service roadmap.
• Oversee service fulfillment and analyze metrics to identify and eliminate systemic bottlenecks in team workflows.
• Evaluate service requests based on Memorandum of Understanding (MOU) agreements to ensure balanced and sustainable support delivery.