Manager, Technology Support Services

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Note: Current FAU employees must apply as an internal applicant by logging into their existing Workday employee account.

Position Summary:

Florida Atlantic University is seeking a Manager, Technology Support Services – Boca Raton, FL.

Summary of Responsibilities include:

• Manage the Technology Support team, which includes help desk and desktop support, within the Enterprise Support & Client Engagement division.
• Provide level 3 support for the Technology Support team.
• Support the team in handling Microsoft Windows and Mac OS, mobile devices, Microsoft Office, and other types of client technologies.  
• Lead and coach a team of full and part-time staff who are skilled in technical support, including client devices, account management, network, and university-wide supported applications.
• Provide training and guidance on the use of computer equipment, software applications, user management, and systems.
• Organize coverage for the Technology Support team.
• Conduct full-time staff annual performance reviews.
• Ensure the technical support team completes tasks effectively and accurately.
• Help staff to focus on customer-oriented solutions.
• Support staff’s professional development and training.
• Maintain high standards of communication with staff and customers.
• Arrange user requests and prioritize them based on business needs.
• Manage tickets in the Information Technology Service Management (ITSM) system, ensuring the requests are handled in a timely manner.
• Ensure support requests are properly tracked and documented via ITSM system.
• Develop and test new procedures within the department.
• Assist with testing software for university-wide use.
• Collaborate with the leadership team on strategic initiatives.
• Responsible for communication with executive leadership team when applicable.
• Provide activity reports to the leadership team.
• Keep up with industry standards and technical trends and advance skillset by taking personal initiatives
• Responsible for building management tasks, such as key requests, building access, and building maintenance requests.
• Perform other job-related duties as assigned.

The Office of Information Technology at Florida Atlantic University seeks scholars who are committed to supporting the learning needs of students from diverse backgrounds and to thoughtfully engaging all communities in higher education. Florida Atlantic University embodies a culture of strategic and collaborative community engagement that results in mutual benefit to the institution and the various internal and external communities that it serves. 

FAU Benefits and Perks 

• If Benefits & Perks are important to you, then FAU is the place to be! Working at FAU has its perks! In addition to helping drive change and having a positive impact by supporting our students, staff, and faculty, FAU offers: 
• Excellent benefit packages including Medical (PPO/HMO $50 per month single & $180 per month family), Dental, Vision, Life Insurance, Flexible Spending plans, Employee Assistance Program (EAP) and much more. 
• State retirement options including tax-deferred annuities and Roth 403(b) plans. 

• State employees Public Service Loan Forgiveness (PSLF) program - https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service 
• Flexible work arrangement plans - https://www.fau.edu/hr/employee_relations/flexwork.php 
• Sick Leave Pool Program 
• Paid time off (eligible employees) including vacation and sick leave, 1 personal day, 9 paid holidays, and paid winter break (at President’s discretion). 
• Paid Community Engagement Volunteer Service Day - https://www.fau.edu/hr/documents/community-engagement-volunteer-leave4-2015.pdf  

• Employee Educational Scholarship Program (EESP) for eligible Staff/Facu