IT Support Manager

The IT Support Manager provides IT software and hardware support to faculty, students, and staff of the Department of History at Princeton University which includes the Davis Center for Historical Studies and the Center for Collaborative History. This role is a working manager, overseeing two support specialists who work as a team to provide 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 History department, the IT Support Manager may also be called on to facilitate the application of technology for historical teaching and research and to support events and conferences including during evening or weekend hours.

Technology support & 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 such as specialty book scanners; 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
• Facilitate use of specialized departmental software licenses including NVivo, ArcGIS, GlobalViewer, TeamViewer, Zotero, Scrivener
• Advise faculty and graduate students in the application of technology for historical teaching and research including digital humanities and digital asset management
• Provide support for events and conferences outside of normal business hours on occasions when needed

Manage staff and relationships

• Provide mentoring and troubleshooting support to other IT support staff
• Perform annual reviews and set and monitor goals for direct reports
• Regularly meet with direct reports to manage scheduling and ensure a strong working partnership
• Ensure staff training, development, and community participation
• Develop and maintain a network of partnerships with interrelated departments and centers

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

• Bachelor's degree or equivalent work experience
• A minimum of 7 years' experience providing technical support 
• Advanced knowledge of Windows and Macintosh computers, OS, and smartphones such as iPhone/iPad and Android devices
• Experience setting up and resolving issues with various email clients (especially MS Outlook and Gmail) on computers and mobile devices
• Experience leading and/or managing people through projects, cross-functional services, or direct supervision
• Understanding of IT security fundamentals and best practices
• Understanding of IT asset management fundamentals
• Ability to be “quick on your feet”, thinking critically and collaborating with IT colleagues to resolve issues and advance initiatives
• A commitment to professional and courteous customer service
• Strong understanding of network connectivity, security, and troubleshooting
• 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
• Ability to lift 25 to 50 lbs. (e.g. computer equipment) and to climb stairs in a four-story building
• Availability to work some late afternoon/evening and weekend hours

PREFERRED

• 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

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