IT Support Services Manager

This position is within FSU’s Department of Information Technology Services (ITS)

Leads and oversees the day-to-day delivery of information technology services supporting the FSU Multidisciplinary Center (MDC) and the Florida Institute for Child Welfare (FICW). Provides desktop and audio-visual (A/V) support under the direction of ITS leadership and the CSW IT Manager.

Dual Reporting: College of Social Work and ITS Partnership to deliver information technology services to support the FSU Multidisciplinary Center (MDC) and the Florida Institute for Child Welfare (FICW). Provides desktop support and Audio Visual (A/V) support under the direction and leadership of the ITAPP (IT) CSW IT Manager.

Serves as the first point of contact relating to distribution and support of information technology resources, providing problem-solving and debugging along with delivering user support to faculty, staff, and students. Provides support for specialized software and IT services used by the college's research areas.

Supervises an IT Professional to support campus endpoint computers, classroom technologies, observation room technologies, and AV systems. Assists with the administration of network servers, including the NVRs, user accounts, backups, and other computer network issues. Troubleshot and mitigated complex problems related to computer hardware and applications. Analyzes problems, develops solutions, and implements computer software and hardware. Evaluates available and emerging technologies to determine suitability for the MDC and FICW technology environments. Provides guidance and training for coworkers and direct reports. Oversees the IT support staff, including hiring and training of new staff, performance management, coordinating work schedules, and their daily assignments/duties. Serves as a trainer for IT support personnel under their direct supervision to ensure sectional goals are met within prescribed timelines. Consults with the IT Manager to discuss and foster personnel professional development.

Assists the team with the configuration and installation of new equipment and software. Provides training to employees in the use of equipment, security practices, software applications, and systems. Assists with the administration and support of conference room, multimedia equipment, and observation room technologies. Assists with troubleshooting end-user issues related to telephone system features and instruments, digital signage, videoconferencing, and remote computer connectivity. Support may be provided via telephone, remote access tools, in person, and/or e-mail. Provides leadership and management of the helpdesk team and assists with direct reports when advanced expertise is required. Manages the IT team by delegating and assigning tasks as appropriate.

Responsible for reviewing and the approval of staff time and leave requests, including their time entry in OMNI. Create reports and work with ITS to assess the needs of the campus to track progress, recommend improvements, and keep current with ISPO recommendations.

Works with the IT manager and MDC and FICW leadership staff to support mission-unique systems and services requiring privileged access to medical data and financial record systems. Supports credit card swipe machines and check scanners connected to the departmental cash collection system. Assists researchers with manipulating, handling, and submitting sensitive and protected information to government agencies. Provides event management and other IT support as needed to include occasional support outside normal working hours and on weekends.

Responsible for keeping and tracking inventory for IT assets. Monitors supplies and equipment inventories for help desk operations. Sanitized equipment is to be sent to surplus.

Assists the IT Manager and university leaders in making technology recommendations. Documents policies and procedures. Disseminates information regarding university computer policies and maintenance activities. Ensures FSU technology policies and procedures are adhered to. Identifies and implements new technologies. Participates in strategic planning for campus technology initiatives.

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. Maintains appropriate documentation relating to workstation configurations, replacement cycle, and planning. Performs other duties as assigned.

Bachelor's degree in Information Technology, Computer Science, MIS, 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.)

A valid Florida or Georgia driver's license or the ability to obtain one.

• Knowledge of Windows operating systems
• Knowledge of Office 365
• Knowledge of SharePoint Online.
• Meticulous record-keeping with computer systems and applications.
• Ability to support diverse groups of people within a university environment (i.e., students, research professionals, faculty, and staff).
• Familiar with NVR principles and concepts.

What is a typical day in this position?

• Working in conjunction with the CoSW IT leadership, avoid duplication of effort by leveraging centrally managed IT services and solutions already provided by ITS and FSU
• Support for specialized and mission unique computing applications/programs
• Assist CoSW IT leadership in developing an overall strategic direction for IT services and management
• Provide, training, and guidance to FICW/MDC staff on common and unit-specific/unique systems
• IT lifecycle planning, asset management, and budgeting
• NVR system administration and support
• Work closely with CoSW IT manager and ITS subject matter experts as needed
• Assist with IT security and disaster recovery planning
• Explore new or innovative ways where information technologies can help achieve educational, research, and business goals.

What can I expect in the first 60-90 days?

During the first 60-90 days, the person selected for this position will learn about ITAPP/CoSW as well as the Florida Institute for Child Welfare (FICW) and the Multidisciplinary Center (MDC). Become familiar with the Florida Institute for Child Welfare (FICW) and the Multidisciplinary Center (MDC) IT operations, and work with CoSW IT and unit leadership to assess their IT services and support needs.

One of the nation's elite research universities, Florida State University preserves, expands, and disseminates knowledge in the sciences, technology, arts, humanities, and professions, while embracing a philosophy of learning strongly rooted in the traditions of the liberal arts and critical thinking. Founded in 1851, Florida State University is the oldest continuous site of higher education in Florida. FSU is a community steeped in tradition that fosters research and encourages creativity. At FSU, there’s the excitement of being part of a vibrant academic and professional community, surrounded by people whose ideas are shaping tomorrow’s news!

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If qualified and interested in a specific job opening as advertised, apply to Florida State University at https://jobs.fsu.edu. If you are a current FSU employee, apply via myFSU > Self Service.

Applicants are required to complete the online application with all applicable information. Applications must include all work history up to ten years, and education details even if attaching a resume.

This is an A&P position.

This position requires successful completion of a criminal history background check.

FSU is an Equal Employment Opportunity Employer.