Job Title: Manager, IT Service Delivery

Classification: Professional

Division: Academic Affairs

Department: Office of Information Technology

Reports To: Chief Digital Innovation Officer (CDIO)

FLSA Status: Exempt

JOB SUMMARY

The Manager of IT Service Delivery provides strategic and operational leadership for the University's IT service desk and end-user support functions, ensuring responsive, high-quality, and continuously improving support for students, faculty, and staff. The role owns the University's incident and service request management platform, oversees the modern endpoint environment across Windows and macOS, and leads a team of professional and student support staff.

As service delivery shifts toward AI-assisted triage, self-service, and experience-based measurement, the Manager is responsible for evolving the support model - expanding automation and self-service where it improves outcomes, while maintaining strong governance, security hygiene, and human oversight. The role functions as connective infrastructure across the Office of Information Technology, coordinating with infrastructure, enterprise applications, and security teams to deliver a coherent support experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Lead and mentor professional and student support staff, building technical, customer-service, and AI-tool fluency through structured training and ongoing coaching to sustain a high-performing team.

Own daily operations, staffing, and coverage for the service desk, scheduling to meet demand across peak academic cycles and extended-service needs.

Administer the University's incident and service request management platform, maintaining accurate categorization, routing, workflow configuration, and reporting.

Establish and enforce intake discipline so that cross-team work is captured and tracked through the ticketing system rather than informal peer-to-peer requests - protecting accountability and service-level commitments.

Measure and improve service performance using both service level agreements (SLAs) and experience-based indicators such as satisfaction, first-contact resolution, and deflection; partner with the Project Analyst on service-quality metrics and reporting.

Expand self-service, knowledge management, and AI-assisted support (automated triage, guided resolution, and virtual-agent deflection) within the University's AI Guidelines and procurement-review framework, maintaining human-in-the-loop review and auditability for any autonomous actions.

Oversee the endpoint lifecycle across the managed device fleet - provisioning, configuration, patching, and compliance - using the University's endpoint management tooling.

Serve as a front-line partner for security hygiene - endpoint compliance, MFA enrollment, patch posture, and phishing response - in coordination with the LionSecure Cybersecurity Program and incident-response workflow.

Support digital accessibility in service delivery, ensuring support channels, documentation, and self-service resources meet the University's accessibility standards.

Build and sustain vendor partnerships; evaluate support and endpoint tools against comparable institutions and the University's strategic and multi-year budget priorities.

Develop and maintain departmental policies, standard operating procedures, the knowledge base, and customer-facing FAQs to standardize operations and ensure consistent service.

Analyze departmental trends and report to the CDIO with recommendations to improve service, reduce ticket volume, and inform technology decisions.

Provide escalated (Tier 3) support to the campus and extended services, coordinating with infrastructure, enterprise applications, and security teams as needed.

Partner with the CDIO on personnel actions, including hiring, performance appraisals, promotions, transfers, pay actions, and scheduling.

Maintain current knowledge of emerging support technologies, AI in service management, and endpoint and security practices.

Perform other related duties incidental to the work described herein.

EDUCATION

Bachelor's degree in Information Technology, Computer Science, or a related field required. Relevant certifications are highly preferred (e.g., ITIL 4, HDI, CompTIA, Microsoft, or Apple/Jamf).

REQUIRED EXPERIENCE

Minimum of five (5) years of progressive experience in IT support or service delivery. Demonstrated team leadership or supervisory experience is required. Experience with process improvement, ITSM platforms, and AI-assisted or automated service tooling preferred; higher-education experience a plus.

QUALIFICATIONS

Working knowledge of ITSM platforms and incident/service request workflows.

Familiarity with modern endpoint management for Windows and macOS environments.

Understanding of IT security fundamentals, including MFA, endpoint compliance, and phishing response.

Familiarity with AI-assisted service tools and responsible-use and governance considerations.

Functional knowledge of applicable network technologies.

Strong written and verbal communication and excellent customer-service skills.

Ability to translate service data into actionable operational improvements.

PHYSICAL DEMANDS

Moderate lifting up to 20 pounds as frequently as needed to move objects; dexterity to write and manipulate computer keyboard and mouse; ability to hear and speak clearly; and body mobility to stoop, kneel, bend, and reach.

WORK ENVIRONMENT

Work is primarily performed in a university campus environment and requires a flexible schedule including evening and weekend work. Travel for administrative work is expected. The employee is subject to inside environmental conditions: protection from weather conditions but not necessarily from temperature changes.