Technical Support Operations Manager

Lead IT Support Specialist

This role requires a highly skilled and experienced IT professional to lead the delivery of technical support services across multiple sites.

• IT Helpdesk Management
  • Establish and manage a centralized IT Helpdesk to efficiently handle support queries from all stakeholders.
  • Develop and enforce clear Service Level Agreements (SLAs) for all support requests, ensuring timely response and resolution across the university.
  • Maintain a knowledge base of 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
  • Oversee the 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
  • 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.
  • 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.