Manager of IT Support

Discover Your Future with Embry-Riddle Aeronautical University!

Embry-Riddle: A Global Leader in Aviation and Aerospace

With vibrant campuses in Daytona Beach, FL and Prescott, AZ, plus a Worldwide network across approximately 120 locations, Embry-Riddle stands as the world's largest aviation and aerospace university. For over 95 years, we've been pioneering education in STEM fields, serving over 11,600 residential students and 19,200 globally in the 2023-24 academic year with cutting-edge programs in Applied Science, Aviation, Business, Technology, Engineering, Safety, Security, and Space.

The Opportunity

Embry-Riddle Aeronautical University is seeking a Manager of IT Support to join the Information Technology department in Daytona Beach, Florida. The ideal candidate is an experienced, hands-on manager who can manage the day-to-day operations of the Desktop Support team, providing leadership and coaching for team members and acting as an escalation point for troubleshooting complex system issues. This position is responsible for managing the lifecycle of all endpoints on the Daytona Beach Campus including ensuring that systems meet University IT standards, are accurately inventoried, maintained using University IT guidelines, and refreshed in a timely manner. This role is responsible for developing, implementing, and continuously improving processes and procedures to ensure the most effective use of resources and the best customer service experience. The Manager of IT Support works closely with customers, building and maintaining relationships to ensure computing services are meeting their needs.

The ideal candidate desires to be a part of a vibrant community of information technology professionals and supports the mission of the University as a world leader in aviation and aerospace education. Embry-Riddle provides education globally and maintains a diverse technology footprint. Working for Embry-Riddle Information Technology provides a modern and collaborative work environment and professional development opportunities. Employees have access to a robust benefits package - from quality health care and retirement options to generous education benefits and a flexible summer work schedule.

Duties and responsibilities

• Provide leadership, planning, and management of desktop support services and information technology support activities for the designated campus. Monitor workloads and manage projects to ensure timely and accurate completion of work orders and projects. Develop, implement, and maintain processes and procedures which ensure the highest level of service quality and efficiency. Provide planning, management, and refresh of campus endpoints including computers and point-of-sale systems.
• Supervises desktop support staff. Establishes priorities and direction of technology support functions. Establishes performance expectations and goals, monitors individual and team performance. Provides regular and timely feedback and develops employees to improve when necessary and to reach established goals.
• Maintain open communication with campus faculty, staff, and student representatives to better understand their technology requirements and issues. Analyzes complex business needs presented by faculty, staff, and students and recommends technical solutions. Collaborate with other campus Information Technology teams to develop strategic and tactical plans for addressing technology needs or issues. Attend meetings and briefings related to computing support. Participate in committees and task forces as assigned. Manage vendor relationships including acquiring software or technology quotes and contracts as needed.

Perks Await You at Embry-Riddle!

• Generous Time Off: Enjoy 15 days of personal leave in your first year, plus 9+ paid holidays, including the day after Thanksgiving and the week between Christmas Eve and New Year's Day.
• Health Benefits: Access comprehensive medical, dental, and vision coverage, wellness programs, and fitness memberships. Flexible spending and health savings accounts help you manage healthcare costs.
• Tuition Coverage: Get 100% tuition coverage for one undergraduate and one graduate degree. Your spouse and dependent children up to age 26 are eligible for 100% coverage for undergraduate tuition and 80% for graduate tuition.
• Retirement Contributions: ERAU contributes 6% of your base salary to your retirement plan annually, plus a 4% matching contribution, with no vesting period.

Embry-Riddle is committed to fostering a workplace where all individuals are valued and respected. We strive to ensure that all faculty, staff, and students are treated fairly and provided equal opportunities for employment, advancement, compensation, training, and other benefits of employment. EmbryRiddle is strongly opposed to discrimination and harassment, and such behavior is prohibited by university policy. EmbryRiddle does not discriminate on the basis of race, color, national origin, sex, disability, veteran status, predisposing genetic characteristics, age, religion, or pregnancy status, or any other status protected by federal, state, or local law, in its employment, educational programs, admissions policies, financial aid, or other school-administered programs or activities. For further information, please visit ourwebsite.

• Education: Bachelor's degree. Management experience may be considered in lieu of formal education.
• Previous management experience with a proven ability to lead, coach, and develop a high-performing team.
• Strong technology skills and proven experience implementing, troubleshooting, and supporting desktop technology in an enterprise environment including hardware, software, and multiple operating systems (Windows, Mac, and Linux).
• Experience with Active Directory, and other enterprise desktop support tools including endpoint management systems such as Microsoft Endpoint Configuration Manager, inTune, Addigy, etc.
• Ability to effectively plan, manage and implement tasks in a complex university environment.
• Strong project management skills.
• Ability to develop a solid understanding of the business needs of the varied customers including faculty, staff, and students and apply appropriate computing support to fit the needs.
• Ability to develop and maintain highly effective and efficient processes and procedures.
• Excellent analytical and problem-solving skills, combined with the ability to provide quick resolution to problems.
• Ability to look for and develop long-term solutions and be proactive in addressing the needs of the campus.
• General knowledge of information technology trends and practices including networking and desktop computing standards.
• Maintain cooperative working relationships with University and other Campus Information Technology staff members.
• Ability to learn new things and keep up with the pace of change in technology.
• Excellent Customer Service skills.
• Excellent communication skills, including writing, speaking, and active listening. Must be able to effectively communicate with various levels of staff.
• Must maintain a positive, professional image.
• Strong organizational skills.
• Demonstrate ability to tactfully handle difficult situations and ability to maintain composure under pressure.
• Ability to establish and monitor team priorities, objectives, and performance metrics.
• Ability to support IT Core Values by focusing on improvements, believing in our team and partners throughout the university, learning from mistakes, being accountable for actions and showing determination, focus and tenacity.