The Manager for IT Support Services will provide hands-on technical leadership and workforce management in a high volume, fast-paced and highly technical Service Desk environment. Under the direction of the Associate Director for IT Support Services, the Manager will be responsible in guiding their staff with providing the end user community with the software and hardware components required to support the academic programs, research and administrative needs of the University. They will maintain our strategic commitment to infuse technology, wherever appropriate, into the teaching, learning and administrative processes at Montclair State University. Their responsibilities may include recruiting and hiring, performance management, and ensuring that our processes are adhered to and Service Level Agreements (SLAs) are met. The Manager will proactively monitor and provide detailed metrics via the IT Service Management Solution on each managed queue and will need to monitor other areas reports in order to provide guidance or escalation. In addition, the Manager will be a proactive participant with newly acquired solutions and should be able to speak to best practices for support.
Staff Leadership and Management
Incident and Problem Management
The above statements reflect the general details considered necessary to describe the principal functions of the job as identified, and shall not be considered as a detailed description of all work requirements that may be inherent in the position.