Manager, Endpoint and Customer Support

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.