IT Support Services Manager

Department

This position is within FSU's Department of Information Technology Services (ITS)

Responsibilities

The ITS Service Desk is the first point-of-contact for students, faculty, staff, and constituents of the University when associated with the fulfillment and support for IT technologies.

This is a key leadership position in the FSU Information Technology (IT) Service Center responsible for overall management and oversight of the ITS Service Fulfillment team. The primary role of the Service Fulfillments team is to translate and / or fulfill customer needs into workflow, complete requests to external vendors or internal service provider groups, for adds, moves and changes to voice, video, data, networking and security, and other ITS offerings as quickly and efficiently as possible. Once orders are fulfilled and customer satisfaction is confirmed, this area ensures data entry integrity for billing and asset tracking.

Responsible for day-to-day management of the IT Service Fulfillment team which is responsible for providing timely and effective customer work order fulfillment and resolution. Responsible for providing assistance and guidance to the team, regarding estimates / work orders, and data entry process for fulfillment of services provided by ITS.

Responsible for providing operational oversight, quality control and problem resolution in translating customer needs, ensuring accurate completion of requests that are received. Fulfills the requests or routes to appropriate IT provider group(s) adhering to specified guidelines and timelines.

Responsible for ensuring that appropriate support mechanisms are implemented, maintained, and properly transitioned into daily operations by the team, both internally and externally. Also ensures that all provider groups are aware of initiatives conducted through the IT Service Center that may impact unit operations.

Responsible for producing effective management reports and statistics regarding workflow and service volumes to ensure all established policies, processes and service turnaround times and commitments are met by the service fulfillment team. Responsible for recommending internal IT policies, procedures, process improvement plans and maintaining associated documentation.

Participates in training / testing initiatives related to new releases and / or changes to services / systems through collaboration with IT Provider Groups. Responsible for establishing data entry processes, defines / secures resources, provides for training, documentation, and instructional media to ensure smooth deployment and continuous service improvement.

Responsible for performing trend analysis and develops action plans for improving service timelines and reducing costs. Responsible for researching and staying current on trends in service center operations and leverages best practices, such as the Information Technology Information Library, to drive continual service improvement. Other duties as required.

Performs duties in compliance with ITS policies, guidelines, and processes pertaining to support requests, work orders, project management, change management, and incident management. Appropriately utilizes associated tools in accordance with ITS standards.

Qualifications

Bachelor's degree in Information Technology, Computer Science, or other appropriate degree and four years' experience or a high school diploma or equivalent and eight years of experience. (Note : or a combination of appropriate post high school education and experience equal to eight years.)

Preferred Qualifications

Previous supervisory experience and strong customer service skills.

Helpful

Who is an ideal candidate for this position?

Someone who has great customer service skills, professional and excellent time management skills.

What is a typical day in this position?

Managing the daily operations of a fast-paced business unit; multiple business meetings with customers and service providers, staff and special projects.

What can I expect in the first 60-90 days?

The first 60-90 days should be focused on understanding the function of the business unit. Meeting with stakeholders.

University Information

One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research and encourages creativity. At FSU, there's the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow's news!

Learn more about our university and campuses.

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How To Apply

If qualified and interested in a specific job opening as advertised, apply to Florida State University at If you are a current FSU employee, apply via myFSU >

Self Service.

Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.

Considerations

This is an A&P position.

This position requires successful completion of a criminal history background check .

This position is open until filled.

Equal Employment Opportunity

FSU is an Equal Employment Opportunity Employer.