IT Support Manager

Overview:
The IT Support Manager provides IT software and hardware support to faculty, students, and staff of Princeton University. This position is a member of the central Office of Information Technology (OIT) and provides support to the Princeton AI Lab. This role is a working manager responsible for providing continuous technology support to the department.

 

The IT Support Manager must be familiar with a variety of technologies and able to lead efforts to troubleshoot and resolve issues with Windows and Mac computers, tablets, and smartphones. The Manager supports customers at the desk, as walk-ins, and by phone or video conference using remote support tools.

 

In their support of the AI Lab, the IT Support Manager may also be called on to facilitate special technology requests and assist with audio-visual equipment and events. The successful candidate for this position possesses professional maturity and ability to handle sensitive information, high-profile staff and visitors, and special events with the utmost level of confidentiality and professionalism. 

 

This position is fully onsite in Princeton, NJ.

Responsibilities:
Technology Support and Security

Support Windows and Mac computers, mobile devices, printers, and other hardware/peripherals for department users including device setup and recovery/replacement 

Troubleshoot and resolve general user-reported technology issues and challenging issues brought forward by the support team, escalating resolution to senior IT staff and/or central IT support resources as needed 

Provide support for campus collaborative applications including Microsoft 365, SharePoint, Teams, OneDrive, Google Applications, Zoom, and Webex 

Provide general support for the University’s teaching and learning applications and tools, including Canvas 

Support user access management (network, username/password/multi-factor, systems) and data management (storage, encryption, backups, and security permissions) 

Assist users with technical requests and setups including new software, printing/copying/scanning, websites/maintenance, and other IT services 

Install, configure, and facilitate upgrades of OS/software to maintain compliance and security 

Ensure timely remediation of security vulnerabilities and incidents 

Manage the provisioning, renewal/closure, and ongoing security of shared/sponsored department accounts 

Facilitate department alignment and compliance with the University’s IT and Information Security policies and procedures; participate in periodic risk assessments and consistently promote University and security best practices to end users 

Provide support for shared space/meeting room technology including audio-visual equipment 

When provided access to personal, proprietary and/or otherwise confidential data, maintain information in the strictest of confidence and follow procedure to ensure privacy, security and proper data use

Department-Specific Technology Support

Support specialized technology equipment and/or software needs for the department; coordinate equipment standards with the Office of Information Technology (OIT) and/or University Services, and facilitate vendor purchases/installations 

Meet regularly with management to ensure department-specific needs and goals are being met 

Research, develop, and/or manage projects for IT solutions that support new or unique department needs, leveraging OIT services and best practices 

Provide general IT and event support outside of normal business hours on occasions when needed 

Relationship Building and Managing Staff

Develop and maintain?a network of?partnerships?with interrelated?departments and centers 

Coordinate with Research Computing staff, as needed, to provide holistic technology support to the department 

Provide mentoring and troubleshooting support to other IT support staff  

Regularly meet with team members or any direct reports to manage scheduling and ensure a strong working partnership 

Perform annual reviews?and set and monitor goals?for any direct reports 

Ensure staff development, training, and community participation 

IT Asset and Service Management

Manage asset lifecycle management for department technology, including maintaining accurate database records, acting on refresh notifications, and recovering/retiring devices within expected timeframes 

Provide general consultation on computer replacement options with department faculty and staff and procure and set up new managed computers and peripherals per standard guidelines 

Coordinate hardware diagnosis/repair and loaner equipment requests with OIT and/or vendors 

Manage department inventory of loaner equipment according to defined asset management and managed device security policies 

Monitor and assign IT support requests and tasks in the University’s service management system (ServiceNow) and respond in the system with timely and detailed communications and updates 

Ensure adherence by the team to established Service Level Agreements 

Review available service management metrics and dashboards to ensure service standards for the team are continually met or exceeded 

Identify and implement opportunities for continuous improvement or cost savings for the department

Support the Community and Special Projects

Share best practices and knowledge, partnering with other departmental and central IT colleagues to foster a community of IT support 

Contribute to and help maintain central IT support documentation including knowledge articles for the campus community 

Provide input to new and enhanced processes/services and support testing efforts 

Participate in departmental and OIT projects, as assigned  

Facilitate change management including department-level communication and implementation of new/changed services and policies 

Qualifications:
Essential Qualifications:

A minimum of 7 years' experience providing technical support, and preferably supporting executive-level administration   

A commitment to professional and courteous customer service 

Experience leading and/or managing people through projects, cross-functional services, or direct supervision 

Ability to be “quick on your feet”, thinking critically and collaborating with IT colleagues to resolve issues and advance initiatives 

Advanced knowledge of Windows and Macintosh computers, OS, and smartphones, such as iPhone/iPad and Android devices 

Strong understanding of network connectivity, security, and troubleshooting 

Understanding of IT security fundamentals and best practices 

Understanding of IT asset management fundamentals 

Experience setting up and resolving issues with various email clients (especially MS Outlook and Gmail) on computers and mobile devices 

Experience supporting Microsoft 365, printing, and conferencing technologies 

Ability and interest to keep up to date with ongoing technological development and advancements in personal computing, mobile technology, and cybersecurity 

Excellent organizational and interpersonal communication skills, and the ability to prioritize 

Ability to work well both independently and in a team environment 

Willingness to work toward mastery of new technologies and skills as campus IT needs or the University/OIT direction changes 

A valid driver license and the willingness to use alternate modes of on-campus transportation, such as Limited Speed Vehicles (LSV), bicycles, personal car, and walking to get to job sites 

Ability to lift 25 to 50 lbs. (e.g. computer equipment) 

Education: Bachelor’s degree or equivalent experience 

Preferred Qualifications:

Familiarity with AI technologies and tools, and a keen interest in staying abreast of advancements in the field 

Experience providing technology support for a mid- or large-sized organization or in a higher education setting 

Experience using a service management system 

Experience with ServiceNow, Bomgar, and/or Drupal 

Experience with device management systems, such as Intune and Jamf 

Experience supporting systems integrated with Active Directory or Entra ID 

Experience with Linux 

Familiarity with conference room audio-visual equipment 

A+, MCP, MCSE, Security+, CISSP, Apple and/or MCSA certifications 

Knowledge of scripting languages such as VBScript, PowerShell, and/or Apple script 

Knowledge of database SQL for queries and reporting 

 

Princeton University is an and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Standard Weekly Hours:
36.25

Eligible for Overtime:
No

Benefits Eligible:
Yes

Probationary Period:
180 days

Essential Services Personnel (see policy for detail):
No

Physical Capacity Exam Required:
No

Valid Driver’s License Required:
Yes

Experience Level:
Mid-Senior Level

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