IT Support Center Manager

Job Summary:

Under the direction of the Director of IT Support Services the Support Center Manager is accountable for the strategy performance and continuous improvement of frontline IT Support Services across the University of Vermont Health System with a strong focus on customer experience and service outcomes.

The Support Center Manager directly manages the Support Center Supervisors and leads a multi-tiered support organization delivering service desk advanced support and enterprise monitoring services across hardware and software platforms. This role applies ITIL-aligned and agile service management practices to ensure effective incident request and escalation workflows applying systems thinking to improve end-to-end service delivery using data and metrics to drive availability reliability efficiency and sustainability. The Manager also develops Support Center Technician and Advanced Support Center Technician capabilities to address systemic issues and strengthen workforce effectiveness.

As Product Owner for the IT Support Center team the Manager owns a customer-experiencefocused backlog translating user needs and service insights into prioritized improvements. The role partners with cross-functional IT teams to deliver incremental enhancements reduce friction and repeat issues define customer service standards and practices and advance service management maturity through continuous improvement learning and adaptation.

Education:

Bachelors degree in computer science desktop support computer hardware or another relevant field or equivalent experience. ITIL certification preferred. SAFe / Agile knowledge desired.

Experience:

5 - 10 years of progressively responsible Information Technology experience with direct customer contact and experience in customer service PC/desktop support and team leadership. Demonstrated ability to manage multiple concurrent and complex projects/issues. Proven ability to effectively develop build and motivate teams to achieve a higher level of outcome. Two or more years managing an IT service and support function in an environment of similar size and complexity which includes multiple tiers of support