Technical Manager Support Services - IT Solutions

TITLE

Technical Manager of Support Services

JOB SUMMARY 

The Technical Manager of End User Computing (EUC) is responsible for providing leadership and technical oversight for the teams supporting university-owned endpoint devices, including desktops, laptops, mobile devices, printers, and specialized hardware in academic and administrative environments. This role ensures consistent and efficient deployment, configuration, imaging, and maintenance of end-user technologies across all TWU campuses. The manager plays a key role in managing endpoint lifecycle processes, supporting device standards, coordinating refresh initiatives, and driving automation and improvements in endpoint support. The role also supports classroom and lab computing environments in collaboration with Learning Environment teams. As a leader within IT Solutions (ITS), the Technical Manager of End User Computing upholds the division’s mission to “empower an agile, digital university and elevate technology as a strategic institutional asset,” while promoting a culture that is collaborative, innovative, and inclusive.

ORGANIZATIONALRELATIONSHIPS

Reports to: Associate Director Support Services

Supervises: Support Specialist, Support Engineers, Technical Lead, Student Assistants

ESSENTIALDUTIES-May include, but not limited to the following:

TechnicalOperations&EndpointManagement(75%)

• Lead endpoint management efforts, including device imaging, configuration, software deployment, and patching.
• Support deployment and maintenance of standardized university devices, ensuring alignment with hardware/software standards.
• Administer tools such as SCCM, Intune, and JAMF for provisioning, remote management, and compliance.
• Act as an escalation point for complex endpoint support issues related to hardware, software, and operating systems.
• Support and coordinate refresh cycles and lifecycle management for all TWU-owned end-user devices.
• Collaborate with IT teams to implement policies related to endpoint security, automation, and asset tracking.
• Maintain documentation including imaging procedures, endpoint standards, and troubleshooting.

Leadership (15%)

• Supervise daily work and performance of EUC support staff across all campuses.
• Provide coaching, mentorship, and regular feedback to ensure team development and consistency.
• Manage schedules, coordinate cross-campus coverage, and lead onboarding for new EUC staff.
• Foster a collaborative, inclusive, and user-focused culture across the EUC support teams.
• Participate in strategic planning and contribute to the development of long-term support models for endpoint computing.

ADDITIONAL DUTIES

Participation&Support (10%)

• Maintains awareness of current practices and future trends in domain specific IT infrastructure technology and best practices.
  • Represents IT Solutions and participates in the campus community by serving on working groups, project teams, and university committees.
  • Performs other duties as requested.

EDUCATION

Bachelor’s degree required. Additional job-related experience may substitute for the required education on a year-for-year basis.

EXPERIENCE

Seven years of relevant experience in one or more domains of IT infrastructure, including network & infrastructure, voice services, platform & cloud services, or end user computing. Additional job-related education may substitute for the required experience on a year-for-year basis.

REQUIREMENT

Regular and reliable attendance at the University during regular scheduled days and work hours is an essential function of this position.

Work is performed under general supervision and performance is based on the effective completion of assignments and results obtained. The performance evaluation is conducted through the performance evaluation system and in accordance with the University Policies & Procedures.

All employees share the responsibility of maintaining information security and privacy requirements within the university by adhering to Federal and State regulations, and TWU Policies & Procedures.

KNOWLEDGE,SKILLS,ANDABILITIES-The following are essential:

• Ability to maintain the security and integrity of the infrastructure.
  • Deep expertise in one or more domains of IT infrastructure, including network & infrastructure, voice services, platform & cloud services, or end user computing.
  • Experience managing complex projects.
  • Experience designing and deploying domain-specific technology infrastructure that effectively mee