Florida State University · 6 hours ago
IT Support Services Manager
Tallahassee, FL
Full-time
Onsite
Mid, Senior Level
4+ years expFlorida State University is one of the nation's elite research universities, and they are seeking an IT Support Services Manager to oversee the ITS Service Fulfillment team. This leadership role involves managing customer work order fulfillment, ensuring quality control, and implementing support mechanisms for IT services.
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Responsibilities
Responsible for day-to-day management of the IT Service Fulfillment team which is responsible for providing timely and effective customer work order fulfillment and resolution
Responsible for providing assistance and guidance to the team, regarding estimates/work orders, and data entry process for fulfillment of services provided by ITS
Responsible for providing operational oversight, quality control and problem resolution in translating customer needs, ensuring accurate completion of requests that are received
Fulfills the requests or routes to appropriate IT provider group(s) adhering to specified guidelines and timelines
Responsible for ensuring that appropriate support mechanisms are implemented, maintained, and properly transitioned into daily operations by the team, both internally and externally
Also ensures that all provider groups are aware of initiatives conducted through the IT Service Center that may impact unit operations
Responsible for producing effective management reports and statistics regarding workflow and service volumes to ensure all established policies, processes and service turnaround times and commitments are met by the service fulfillment team
Responsible for recommending internal IT policies, procedures, process improvement plans and maintaining associated documentation
Participates in training/testing initiatives related to new releases and/or changes to services/systems through collaboration with IT Provider Groups
Responsible for establishing data entry processes, defines/secures resources, provides for training, documentation, and instructional media to ensure smooth deployment and continuous service improvement
Responsible for performing trend analysis and develops action plans for improving service timelines and reducing costs
Responsible for researching and staying current on trends in service center operations and leverages best practices, such as the Information Technology Information Library, to drive continual service improvement
Performs duties in compliance with ITS policies, guidelines, and processes pertaining to support requests, work orders, project management, change management, and incident management
Appropriately utilizes associated tools in accordance with ITS standards
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or other appropriate degree and four years' experience or a high school diploma or equivalent and eight years of experience. (Note: or a combination of appropriate post high school education and experience equal to eight years.)
Preferred
Previous supervisory experience and strong customer service skills
Benefits
Compensation
Benefits
Wellness
Recognition
Employee Development programs
Company
Florida State University
Florida State University is an American public space-grant and sea-grant research uivnersity.
5001-10000 employees
H1B Sponsorship
Florida State 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
Represents job field similar to this job
Trends of Total Sponsorships
2025 (152)
2024 (108)
2023 (106)
2022 (80)
2021 (33)
2020 (34)
Funding
Current Stage
Late StageTotal Funding
$108.2MKey Investors
National Science FoundationNational Institutes of Health
2024-02-23Grant· $6M
2023-01-27Grant· $72.7M
2021-10-14Grant· $14.5M
Leadership Team
Ebe Randeree
Associate Dean. College of Communication & Information
Jeff Latimer
Associate Director of Information Technology
Recent News
2025-11-24
Company data provided by crunchbase