IT Service Support Manager

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Job Title:
IT Service Support Manager

Department:
OHTECH | Shared Infrastructure

The IT Service Support Manager supports end user client IT operations for the Ohio Technology Consortium (OH-TECH) and works in accordance with university policies, goals and objectives.  This position reports to the Director of Shared Infrastructure.

This position is part of the OH-TECH Shared Infrastructure team responsible for managing collective information technology assets for the Ohio Department of Higher Education (ODHE) and its consortia. Responsibilities include Platform as a Service, Development as a Service, Infrastructure as a Service, LAN services, Desktop Support, Program Management, ServiceNow and Security.

The ideal candidate will have team management skills and proven experience being a team player, and can collaborate in a productive and professional manner.

The IT Service Support Manager:

• Leads Desktop Support and Service Now staff and students in multiple locations supporting our day-to-day IT operations; equipment provisioning, endpoint maintenance and contributing to the overall improvement of our IT service delivery stack.

• Performs goal objective planning, coaching and review of performance metrics annually.

• Responsible for optimizing IT work, defining, measuring and monitoring KPIs for the team.

• Manages internal and external IT contracts (including legal, financial and compliance aspects).

• Manages IT projects by creating timelines, tasks, staff assignment and reporting on project completion.

• Will be responsible for creation, implementation and review of runbook for reoccurring operations.

• Implementation of process automation using Service Now integration hub.

• Responsible for Service Now instance administration, upgrade, architecture, and solutioning.

• Upholds a strong sense of customer service along with measuring customer satisfaction.

• Proactively analyzes and reviews technical support functions.

• Develops, documents and implements process and procedures ensuring annual review and compliance.

• Leads and implements change in culture with focus on smoother operations and continuous improvement.

• Primary on call / after hours for VIP desktop support issues and scheduled events (some may be external).

Required Education / Experience:

• Bachelor's degree in computer science or related field or an equivalent combination of education and experience.

• 5 years of experience managing a team of two or more individuals.

• 5 years of experience with Office 365, including SharePoint, Exchange Online, AD joined IT assets.

• Solid technical background with an ability to give instruction to a non-technical audience.

• Service Now administration with a focus on Incident, Problem and Change Management.

• Implemented service catalogs within Service Now

• Performed Service Now platform upgrades and testing.

• Experience with Windows/Mac Operating Systems configuration management.

• Excellent written and verbal communication skills.

• Experience with end user computer systems administration.

• Exceptional customer service skills with a problem-solving attitude.

• Experience managing a ticket queue and ability to prioritize.

• Experience with centralized management and compliance reporting of IT assets.

• Experience troubleshooting a large variety of technical issues.

• Experience in remote work support.

Desired Education / Experience:

• Experience with system administration.

• Experience with identity access management.

• Experience working in knowledge management.

• Experience with supporting mobile communications platforms such as smart phones.

• Experience supporting conference rooms and collaboration platforms.

• Experience using or knowledge of ITIL.

• Experience with customer service management

Additional Information:

OH-TECH, the technology and information division of the ODHE, provides high-tech solutions for Ohio’s higher education institutions to catalyze innovation in the modern knowledge economy. The consortium functions as an umbrella organization for Ohio’s statewide technology infrastructure organizations: the Ohio Academic Resources Network (OARnet) , the Ohio Supercomputer Center (OSC) and the Ohio Library and Information Network (OhioLINK) . OH-TECH is a welcoming and inclusive environment.

Because The Ohio State University serves as OH-TECH’s fiscal and legal agent, OH-TECH staff enjoy the same benefits as other Ohio State employees , including participation in the Ohio Public Employees Retirement System (OPERS), the Ohio State Health Plan, employee wellness and work-life balance programs, educational benefits, discount programs and more.

The primary work location is the OH-TECH office located on Ohio State's West Campus.

Function: Information Technology

Subfunction: IT Service Support

Career Band: People Leader - Managerial

Career Level: M2

Location:
Kinnear Rd, 1224 (0374)

Position Type:
Regular

Scheduled Hours:
40

Shift:
First Shift

Final candidates are subject to successful completion of a background check.  A drug screen or physical may be required during the post offer process.

Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions .

The Ohio State University is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to age, ancestry, color, disability, ethnicity, gender identity or expression, genetic information, HIV/AIDS status, military status, national origin, race, religion, sex, gender, sexual orientation, pregnancy, protected veteran status, or any other basis under the law.

Applicants are encouraged to complete and submit the Equal Employment Identification form.