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Founded by the Sisters of Charity of New York, the University of Mount Saint Vincent is an academically excellent, authentically inclusive, Catholic and ecumenical liberal arts university. The University combines a strong core curriculum with a full array of majors in the liberal arts and, within the tradition of liberal education, selected professional fields of study.

At Mount Saint Vincent, a student’s education extends beyond knowledge, skills, and preparation for work. We seek the development of the whole person. In the spirit of Vincent de Paul and Elizabeth Ann Seton, we foster an understanding of our common humanity, a commitment to human dignity, and a full appreciation of our obligations to each other.

Job Description

Reporting to the CIO, the Manager of IT Support Services leads frontline technology operations across campus. This hands-on leadership role blends technical expertise, user support, and long-term strategy. The manager ensures seamless integration of Microsoft technologies, AI tools, and user support platforms to enhance service quality and user experience.

Key Responsibilities

+ Manage daily IT Service Desk operations and foster a culture of service excellence.

+ Supervise, mentor, and schedule IT support staff.

+ Provide hands-on technical support and escalate issue resolution.

+ Coordinate with IT teams on support for networks, ID/access systems, point-of-sale tech, and specialized devices.

+ Develop scalable support strategies for in-person, remote, and hybrid environments.

+ Monitor service quality through SLAs and KPIs.

+ Collaborate with stakeholders to align IT services with academic and administrative needs.

+ Enhance Canvas support through data analysis, outreach, and training.

+ Integrate AI tools (e.g., chatbots, Microsoft Copilot) to boost efficiency.

+ Oversee support for Zoom, Teams, Turnitin, Respondus, and mobile apps.

+ Manage endpoint security and imaging with tools like Intune and Symantec Ghost.

+ Support asset management, procurement, and licensing.

+ Ensure compliance with cybersecurity, accreditation, and accessibility standards.

+ Contribute to disaster recovery and business continuity plans.

+ Maintain an IT presence on social media for updates and engagement.

Requirements

+ Bachelor’s degree required (Computer Science or related field preferred).

+ Minimum 5 years of IT experience, including 2+ years in service desk or IT leadership.

+ Experience managing helpdesk operations and projects across multiple sites.

+ Knowledge of telecommunications, Wi-Fi, and standard office technologies.

+ Proficient in Microsoft 365, Intune, Azure AD, Teams, and AI tools.

+ Familiar with Canvas, Zoom, cybersecurity tools, and remote desktop solutions.

+ Strong understanding of networks and endpoint security.

+ Skilled in remote support platforms (e.g., TeamViewer, RDP).

+ Excellent leadership and communication skills.

+ Certifications (e.g., ITIL, CompTIA A+) preferred.

Benefits

Salary Range: $80,000 - $85,000 per year, commensurate with experience and qualifications.

+ Comprehensive health, dental, and vision insurance

+ Flexible Spending Accounts (FSA) for medical and dependent care

+ 100% employer sponsored life insurance, AD&D insurance and Long term disability

+ Retirement plan with employer matching

+ Paid time off, including vacation, sick leave, and holidays

+ Professional development opportunities via Coursera

+ Tuition benefits for their dependents

+ Commuter benefits

+ Employee Assistance Plan