Tufts University · 1 day ago
Manager, IT Client Support
Somerville, MA
Full-time
Onsite
Mid, Senior Level
$87K/yr - $131K/yr
6+ years expTufts University is a university-wide service organization committed to delivering adaptable technology solutions. The Manager of IT Client Support leads the delivery and operation of effective frontline end user and desktop support for faculty, researchers, students, and staff, overseeing a team focused on incident resolution and service requests.
BiotechnologyHealth CareMedical
Responsibilities
Responsible for the hiring, supervision, and professional development of IT support staff
Plan and manage team’s workload, schedule and ensure continuity of coverage
Monitor support tickets for quality and SLA compliance
Handle client escalations
Coordinate cross-functional team support activity
Provide performance management through setting priorities and goals for individuals and the team; measuring performance and identifying opportunities for continual improvement, on-going coaching and mentoring, formal performance review processes, informal and formal employee/team recognition;, policy and process compliance, and establishing high-performing team norms and expectations
Collaborate with other members of the CSS leadership team to ensure common services, policies, best practices, and resources are shared across all areas of service delivery
Hold regular meetings with staff to share knowledge
Prepare and conduct training of IT support staff
Encourage and maintain a culture of collaboration between staff members
Maintain ongoing customer relationships with departments to ensure support operations are meeting their needs and to identify opportunities for improvements or new services/enhancements
Coordinate regular communication activities to external customers and internal stakeholders related to support operations
Prepare Lifecycle Management (LCM) reports to assist in determination of fleet renewal
Collaborate with other technology groups to identify opportunities for using new solutions and processes to improve support delivery
Keep abreast of new and emerging technologies and assist with testing and piloting these services and technologies
Contribute to cross-functional teams tasked with identifying root cause and permanent solutions for problems, developing and improving technology related policies and processes, or other similar initiatives
Perform reporting and use data to identify opportunities for improvement in operations and service delivery
Champion knowledge-centered support through creation and delivery of training and knowledge base documentation across the team
Identify opportunities for expanding self-service options for the community
Actively participate in critical/urgent/major incident process as needed to enable timely service restoration and appropriate review/follow-up activities
Coordinate IT support with Tier 1 IT Service Desk, taking escalations and participating in regular operational meetings
Lead small projects or work collaboratively with other technology project teams to provide transition support during introduction of new services and upgrades, operational/process re-engineering or improvements, technology refreshes, organizational changes, vendor partnerships, etc
Assume a liaison role with technology, academic, administrative, research or third-party groups in order to collaborate on projects, initiatives, committees, or other types of on-going relationships
Qualification
Required
Knowledge and experience typically acquired through a High School diploma and 6+ years of experience in the direct delivery of IT support and network services
3 years of supervisory experience in a technology support role
Strong technical proficiency with enterprise technology platforms such networking, information security, end user computing, mobile device technology, cloud solutions, email, and collaboration tools
5 years of experience delivering technology support across a diverse range of IT services and technologies including common operating systems and desktop applications
Experience using ITIL-based service management processes to deliver support (e.g. incident management, service request management, knowledge management)
Strong track-record of exemplifying customer service excellence and accountability/ownership for the total customer experience while influencing others to raise their level of customer service
Demonstrated ability to perform well and demonstrate sound judgment under stress when confronted with emergency, critical or unusual customer situations. Ability to maintain a strong sense of urgency
Demonstrated ability to effectively and positively manage significant change (e.g. organizational, technical, functional, etc.) while maintaining a focus on customer support
Strong written and oral communication skills with ability to clearly communicate to external and internal stakeholders regarding support operations and new/enhanced services. Ability to adapt communication style to diverse audiences within the Tufts community
Strong time management skills including the ability to multi-task, organize workflow, prioritize tasks and manage a changing workload individually and across a team
Preferred
Bachelor's degree in a related field
Significant experience with IT service management systems and processes with a focus on reporting and analysis
Experience managing medium to large computer replacement programs
1+ years of experience using knowledge management practices and systems to improve support operations
ITIL v3 Foundations certification
Prior experience leading support operations for or directly supporting customers across multiple organizations/business units/schools who have different needs and IT services
Experience providing technical support and services to one or more of the following environments: classrooms, computer labs, research labs, large event spaces, Executive/VIPs, remote/mobile workers, or clinical/healthcare
Prior experience working on projects related to deployment of new or enhanced IT services
Company
Tufts University
With four campuses in Massachusetts, Tufts is a research university committed to helping students and faculty generate bold ideas, innovate, and become active citizens of the world.
10001+ employees
H1B Sponsorship
Tufts University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
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Trends of Total Sponsorships
2025 (96)
2024 (74)
2023 (85)
2022 (70)
2021 (61)
2020 (46)
Funding
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