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The Manager, Desktop Support establishes, prioritizes, and supervises varied tasks relating to desktop support via phone, remote computer access, and in person. Moreover, this employee coordinates all installations and fixes for desktop computers, including computer laboratories and classrooms, and academic and administrative systems. The incumbent also oversees the setup, maintenance, and on-going administration of various mission critical servers.  

This position is 100% in-person.

Department Specific Functions:

Manage all aspects of Desktop Support operations for the University, including but not limited to installation, coordination, configuration, monitoring, and daily operation of the user application software/hardware on the network.

Develop procedures and standards associated with Desktop Support operations for administration, management, monitoring and operating procedures. This includes research, analysis, recommendation, installation and management.

Manage the technical layout, design and 24/7 operations of Desktop Support operations to include staffing support issues.

Participate in campus wide strategic and tactical planning; focusing on customer support.

Communicate with other groups within the department to ensure that current and future initiatives are properly conveyed to support staff for uninterrupted operations.

Performs service recovery steps as needed directly with the affected customer.

Responsible for training and professional development of the Desktop Support staff including designing of curriculum and syllabus implementation.

Confer with and advise subordinates of administrative policies and procedures, technical problems, priorities, and methodology.

Prepare activity and progress reports regarding his/her group responsibilities.

Responsible for the Computer Life Cycle Management program.

Minimum Qualifications:

Education:

Bachelor’s degree in relevant field

Experience:

Minimum 5 years of relevant experience. Any relevant education, certifications and/or work experience may be considered.

Knowledge, Skills and Attitudes:

Knowledge of business and management principles.

Ability to direct, manage, implement, and evaluate department operations.

Ability to establish department goals, and objectives that support the strategic plan.

Ability to effectively plan, delegate and/or supervise the work of others.

Ability to lead, motivate, develop, and train others.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

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