Manager of IT Support

About the role

Embry-Riddle Aeronautical University is seeking an on-campus Manager of IT Support to join the Information Technology Department in Daytona Beach, Florida. This role is responsible for leading the Desktop Support team and overseeing the day-to-day operations of campus endpoint computing services. The Manager of IT Support is a hands-on leadership position that provides supervision, coaching, and technical escalation support for complex system issues. This role ensures that all campus endpoints-including computers, instructional technology, and point-of-sale systems-are properly managed throughout their lifecycle, maintained in alignment with university IT standards, and accurately inventoried and refreshed in a timely manner. This position plays a key role in developing and continuously improving IT support processes and procedures to maximize efficiency, resource utilization, and service quality. The Manager of IT Support builds strong relationships with campus stakeholders, ensuring that faculty, staff, and students receive responsive, reliable, and high-quality technology support that meets their needs. Working within a collaborative and mission-driven IT organization, this role supports Embry-Riddle's global educational mission and contributes to a modern, diverse, and innovative technology environment. For nearly 100 years, Embry-Riddle has been the world's leading aviation and aerospace university, educating more than 30,000 students across residential campuses in Daytona Beach, Florida, and Prescott, Arizona, as well as through a global network of Worldwide locations and online programs. With more than 165,000 alumni around the world, our impact reaches every corner of the aerospace, aviation, defense and technology industries. Today, our faculty, researchers and professiona l staff are advancing innovation across aviation, space, artificial intelligence, cybersecurity, autonomous systems and next-generation engineering. Working alongside industry leaders, government agencies and innovators, they are solving real-world challenges and shaping the technologies that will define tomorrow. Whether you are an educator, researcher, administrator, technologist or industry professional, your work at Embry-Riddle will contribute to something bigger than a job. Join a community driven by discovery, purpose and excellence-and help shape the future of aerospace. Generous Time Off: Enjoy up to 18 days of paid leave in your

Responsibilities

• Leadership and Team Management
• Provide leadership, direction, and oversight for the Desktop Support team and campus IT support operations.
• Supervise desktop support staff, establish priorities, and set clear performance expectations and goals.
• Monitor individual and team performance, provide ongoing feedback, and support employee development and continuous improvement.
• Manage team workloads and assign projects to ensure timely and accurate completion of service requests and initiatives.
• Endpoint and Lifecycle Management
• Oversee the full lifecycle management of campus endpoints, including desktops, laptops, and point-of-sale systems.
• Ensure all devices meet university IT standards for configuration, security, maintenance, and compliance.
• Maintain accurate inventory and tracking of all endpoints across the Daytona Beach campus.
• Manage endpoint refresh cycles and ensure timely replacement and deployment of hardware.
• IT Service Delivery and Process Improvement
• Develop, implement, and maintain processes and procedures that ensure efficient, consistent, and high-quality IT support services.
• Continuously evaluate and improve service delivery models to enhance customer experience and operational effectiveness.
• Monitor work order systems to ensure timely resolution of service requests and incident management.
• Serve as an escalation point for complex technical issues requiring advanced troubleshooting and resolution.
• Customer Engagement and Collaboration
• Maintain open communication with faculty, staff, and student stakeholders to understand technology needs and service expectations.
• Analyze complex business and technical requirements and recommend appropriate IT solutions.
• Build and maintain strong working relationships with campus partners to ensure alignment between IT services and institutional needs.
• Participate in meetings, committees, and campus working groups related to IT support and technology services.
• Planning, Coordination, and Vendor Management
• Collaborate with other IT teams to support strategic and operational planning for campus technology services.
• Contribute to the development of short- and long-term plans for desktop support and endpoint management.
• Manage vendor relationships related to hardware, software, and support services, including obtaining quotes and supporting contract processes as needed.
• Ensure effective coordination of external services and solutions to support campus IT operations.

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