IT Support Manager

Overview

The IT Support Manager provides IT software and hardware support to faculty, students, and staff of Princeton University. This position is a member of the central Office of Information Technology (OIT) and provides support to the Princeton AI Lab. This role is a working manager responsible for providing continuous technology support to the department.

 

The IT Support Manager must be familiar with a variety of technologies and able to lead efforts to troubleshoot and resolve issues with Windows and Mac computers, tablets, and smartphones. The Manager supports customers at the desk, as walk-ins, and by phone or video conference using remote support tools.

 

In their support of the AI Lab, the IT Support Manager may also be called on to facilitate special technology requests and assist with audio-visual equipment and events. The successful candidate for this position possesses professional maturity and ability to handle sensitive information, high-profile staff and visitors, and special events with the utmost level of confidentiality and professionalism. 

 

This position is fully onsite in Princeton, NJ.

Responsibilities

Technology Support and Security

• Support Windows and Mac computers, mobile devices, printers, and other hardware/peripherals for department users including device setup and recovery/replacement 
• Troubleshoot and resolve general user-reported technology issues and challenging issues brought forward by the support team, escalating resolution to senior IT staff and/or central IT support resources as needed 
• Provide support for campus collaborative applications including Microsoft 365, SharePoint, Teams, OneDrive, Google Applications, Zoom, and Webex 
• Provide general support for the University’s teaching and learning applications and tools, including Canvas 
• Support user access management (network, username/password/multi-factor, systems) and data management (storage, encryption, backups, and security permissions) 
• Assist users with technical requests and setups including new software, printing/copying/scanning, websites/maintenance, and other IT services 
• Install, configure, and facilitate upgrades of OS/software to maintain compliance and security 
• Ensure timely remediation of security vulnerabilities and incidents 
• Manage the provisioning, renewal/closure, and ongoing security of shared/sponsored department accounts 
• Facilitate department alignment and compliance with the University’s IT and Information Security policies and procedures; participate in periodic risk assessments and consistently promote University and security best practices to end users 
• Provide support for shared space/meeting room technology including audio-visual equipment 
• When provided access to personal, proprietary and/or otherwise confidential data, maintain information in the strictest of confidence and follow procedure to ensure privacy, security and proper data use

Department-Specific Technology Support

• Support specialized technology equipment and/or software needs for the department; coordinate equipment standards with the Office of Information Technology (OIT) and/or University Services, and facilitate vendor purchases/installations 
• Meet regularly with management to ensure department-specific needs and goals are being met 
• Research, develop, and/or manage projects for IT solutions that support new or unique department needs, leveraging OIT services and best practices 
• Provide general IT and event support outside of normal business hours on occasions when needed 

Relationship Building and Managing Staff

• Develop and maintain a network of partnerships with interrelated departments and centers 
• Coordinate with Research Computing staff, as needed, to provide holistic technology support to the department 
• Provide mentoring and troubleshooting support to other IT support staff  
• Regularly meet with team members or any direct reports to manage scheduling and ensure a strong working partnership 
• Perform annual reviews and set and monitor goals for any direct reports 
• Ensure staff development, training, and community participation 

IT Asset and Service Management

• Manage asset lifecycle management for department technology, including maintaining accurate database records, acting on refresh notifications, and recovering/retiring devices within expected timeframes 
• Provide general consultation on computer replacement options with department faculty and staff and procure and set up new managed computers and peripherals per standard guidelines 
• Coordinate hardware diagnosis/repair and loaner equipment requests with OIT and/or vendors 
• Manage department inventory of loaner equipment according to defined asset management and managed device security policies 
• Monitor and assign IT support requests and tasks in the University’s service management system (ServiceNow) and respond in the system with timely and detailed communications and updates 
• Ensure adherence by the team to established Service Level Agreements 
• Review available service management metrics and dashboards to ensure service standards for the team are continually met or exceeded 
• Identify and implement opportunities for continuous improvement or cost savings for the department

Support the Community and Special Projects

• Share best practices and knowledge, partnering with other departmental and central IT colleagues to foster a community of IT support 
• Contribute to and help maintain central IT support documentation including knowledge articles for the campus community 
• Provide input to new and enhanced processes/services and support testing efforts 
• Participate in departmental and OIT projects, as assigned  
• Facilitate change management including department-level communication and implementation of new/changed services and policies 

Qualifications

Essential Qualifications:

• A minimum of 7 years' experience providing technical support, and preferably supporting executive-level administration   
• A commitment to professional and courteous customer service 
• Experience leading and/or managing people through projects, cross-functional services, or direct supervision 
• Ability to be “quick on your feet”, thinking critically and collaborating with IT colleagues to resolve issues and advance initiatives 
• Advanced knowledge of Windows and Macintosh computers, OS, and smartphones, such as iPhone/iPad and Android devices 
• Strong understanding of network connectivity, security, and troubleshooting 
• Understanding of IT security fundamentals and best practices 
• Understanding of IT asset management fundamentals 
• Experience setting up and resolving issues with various email clients (especially MS Outlook and Gmail) on computers and mobile devices 
• Experience supporting Microsoft 365, printing, and conferencing technologies 
• Ability and interest to keep up to date with ongoing technological development and advancements in personal computing, mobile technology, and cybersecurity 
• Excellent organizational and interpersonal communication skills, and the ability to prioritize 
• Ability to work well both independently and in a team environment 
• Willingness to work toward mastery of new technologies and skills as campus IT needs or the University/OIT direction changes 
• A valid driver license and the willingness to use alternate modes of on-campus transportation, such as Limited Speed Vehicles (LSV), bicycles, personal car, and walking to get to job sites 
• Ability to lift 25 to 50 lbs. (e.g. computer equipment) 
• Education: Bachelor’s degree or equivalent experience 

Preferred Qualifications:

• Familiarity with AI technologies and tools, and a keen interest in staying abreast of advancements in the field 
• Experience providing technology support for a mid- or large-sized organization or in a higher education setting 
• Experience using a service management system 
• Experience with ServiceNow, Bomgar, and/or Drupal 
• Experience with device management systems, such as Intune and Jamf 
• Experience supporting systems integrated with Active Directory or Entra ID 
• Experience with Linux 
• Familiarity with conference room audio-visual equipment 
• A+, MCP, MCSE, Security+, CISSP, Apple and/or MCSA certifications 
• Knowledge of scripting languages such as VBScript, PowerShell, and/or Apple script 
• Knowledge of database SQL for queries and reporting 

 

Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. KNOW YOUR RIGHTS

Standard Weekly Hours36.25Eligible for OvertimeNoBenefits EligibleYesEssential Services Personnel (see policy for detail)NoPhysical Capacity Exam RequiredNoValid Driver’s License RequiredYes Experience LevelMid-Senior Level

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