Technical Support Services Manager

IT Support Team Lead

The IT support team lead is responsible for the overall direction and management of IT support services across multiple sites. This role requires strong leadership skills, technical knowledge, and excellent communication abilities.

Responsibilities:

• IT Helpdesk Management:
• Establish and manage a centralized IT helpdesk to efficiently handle support queries from all stakeholders.
• Develop and enforce clear SLAs for all support requests, ensuring timely response and resolution across the university.
• Define and maintain knowledge base articles and FAQs to empower users and streamline issue resolution.
• Monitor helpdesk performance metrics such as ticket volume, resolution time, and user satisfaction, and implement continuous improvements to enhance service quality.
• Ensure proper logging, categorization, prioritization, and escalation of support tickets.">

End-User Support (Students, Staff, Faculty):

• Oversee delivery of comprehensive technical support for hardware, software, operating systems, network connectivity, email systems, and university-specific platforms to ensure uninterrupted services for students, faculty, and staff across all campuses and remote locations.
• Develop and implement user training programs and guides to enhance IT literacy and reduce common support requests.
• Manage the onboarding and offboarding processes for user IT accounts and access.
• Provide on-site and remote technical assistance as required across all university sites.">

Conference, Webinar, and Meeting Support:

• Plan, coordinate, and deliver technical support for setup, execution, and troubleshooting of IT services during university conferences, webinars, meetings (physical/virtual), and special events.
• Ensure smooth operation of audio-visual equipment, video conferencing platforms, presentation tools, and network connectivity to support seamless execution of university events and meetings.
• Provide pre-event technical consultation and support to organizers.">

IT Repair and Maintenance:

• Manage repair and maintenance of IT hardware assets across all university sites, ensuring functionality of computers, printers, projectors, and peripherals to support uninterrupted academic and administrative operations.
• Establish and manage relationships with external repair vendors to ensure timely, cost-effective delivery service and maintain high standards of IT hardware support across all university locations.
• Implement preventative maintenance schedules to minimize hardware failures and downtime.
• Maintain a well-organized inventory of spare parts and equipment to ensure quick replacements and minimize downtime across university IT operations.">

IT Infrastructure Support (Site Responsibility):

• Serve as the primary point of contact for all IT-related issues, providing support and solutions at designated university sites.
• Ensure stable operation of local network infrastructure, including switches, routers, and wireless access points, in collaboration with the central IT network team.
• Oversee the maintenance and upkeep of local IT infrastructure rooms, ensuring proper functioning and organization of all equipment.
• Coordinate with central IT teams to implement infrastructure upgrades or changes at the site level, ensuring seamless integration and minimal disruption.">

Vendor Management:

• Manage relationships with IT support vendors, including hardware suppliers, software providers, and external support services, ensuring timely service and cost-effective solutions.
• Evaluate vendor performance, negotiate contracts, and ensure compliance with service agreements to maintain high standards of IT support and cost efficiency.
• Stay updated on emerging technologies and vendor offerings to enhance the university's IT support operations and improve service efficiency.">

IT Procurement:

• Participate in the IT procurement process for hardware, software, and support services by providing technical specifications, justifications, and recommendations to ensure alignment with university needs and objectives.
• Manage the receipt, inventory, and deployment of new IT equipment across all university sites, ensuring proper tracking and efficient distribution to meet operational needs.
• Ensure strict compliance with university procurement policies and procedures, maintaining transparency, accountability, and alignment with institutional guidelines throughout the procurement process.">

Reporting and Documentation:

• Develop and manage the generation of comprehensive IT support reports, including:
• Helpdesk ticket statistics (volume, resolution time, trends).
• User attendance tracking for IT training sessions.
• Hardware repair and maintenance logs.
• Progress updates on ongoing IT support projects and initiatives.
• Performance evaluations for the IT support team and vendors.
• These reports will ensure transparency, track performance, and inform data-driven decisions.
• Prepare and present status reports and presentations to the Head of IT and other stakeholders as required.
• Maintain comprehensive documentation of IT support processes, configurations, and troubleshooting guides.">

Meetings and Communication:

• Attend and actively engage in startup meetings, weekly IT team meetings, and other relevant university discussions to ensure alignment and address emerging IT needs.
• Maintain clear and effective communication with users, IT team members, vendors, and university management on IT support issues, project progress, and updates, ensuring transparency and timely resolution.
• Cultivate a collaborative, customer-oriented environment within the IT support team, encouraging teamwork and a proactive approach to service excellence.">

Team Leadership and Development:

• Recruit, train, supervise, and mentor IT support team members, ensuring they are equipped with the skills and knowledge to deliver excellent service.
• Set clear performance goals, conduct regular evaluations, and provide continuous feedback and coaching to enhance team performance and growth.
• Encourage professional development and foster a culture of continuous learning within the IT support team to keep up with evolving technology.
• Delegate tasks effectively, ensuring a fair and balanced workload distribution to optimize team efficiency and maintain high-quality support.">

Continuous Improvement:

• Identify opportunities for improvement in IT support processes and implement solutions that enhance operational efficiency and user satisfaction.
• Stay informed about emerging IT support trends, technologies, and best practices to ensure the university remains at the forefront of innovation.
• Contribute to the development and execution of the university's overall IT strategy, aligning support services with institutional goals and future needs.">

Job Requirements:

• Bachelor's degree in computer science, Information Technology, or a related field (Master's degree preferred).
• Proven experience (typically 5+ years) in managing IT support teams and delivering IT support services in a complex, multi-site environment.
• Strong technical knowledge across a wide range of hardware, software, and networking technologies.
• Excellent understanding of IT Helpdesk best practices and service management frameworks (e.g., ITIL).
• Demonstrated experience in managing vendors and IT procurement processes.
• Exceptional problem-solving, analytical, and troubleshooting skills.
• Excellent communication (written and verbal), interpersonal, and presentation skills.
• Strong leadership, team management, and organizational skills.
• Ability to work independently and as part of a team.
• Customer-centric approach with a strong focus on user satisfaction.
• Experience in the higher education sector is desirable.">