Manager – Technology Support Services
| Company | Lesley University |
|---|---|
| Location | Cambridge, MA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior |
Requirements
- Minimum of 5+ years of experience in IT support services, with at least 3 years in a supervisory or managerial role.
- Experience supporting both Windows and macOS environments, along with enterprise applications such as Microsoft 365 and learning management systems.
- Familiarity with IT service management platforms (e.g., ticketing systems, knowledge bases).
- Demonstrated ability to manage multiple priorities in a fast-paced, customer-focused environment.
- Strong interpersonal and communication skills, with a service-oriented mindset.
- Experience managing remote or hybrid support teams.
- Knowledge of or experience working in a higher education or nonprofit setting.
- Familiarity with assistive technology and accessibility support.
Responsibilities
- Lead and oversee the delivery of high-quality, customer-focused technical support services for the Lesley University community.
- Manage Help Desk and field support operations, ensuring responsive support for university-owned hardware, software, and services.
- Coordinate issue resolution through the university’s ticketing system and knowledge base.
- Work closely with IT leadership and academic/administrative departments to promote efficient service delivery and continuous improvement.
Preferred Qualifications
- Knowledge of ITIL-based service management practices or ITIL Foundation certification preferred.