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The Endpoint Support Manager is responsible for leading and managing the daily operation of Endpoint Support, with a focus on staff leadership, process improvement, and project management. The manager ensures high-quality, consistent IT support by guiding team members in addressing common technical issues, promoting knowledge sharing, and fostering a culture of service excellence. In addition, this role mentors and develops staff to enhance skills, support career growth, and strengthen overall team performance. The position plays a key role in aligning Endpoint Support services with departmental objectives and the evolving needs of the university community. This position is an on-site position and not a remote position.

Knowledge & Skills Essential for Success:

+ Proven leadership and management skills that drive team performance and accountability.

+ Strong troubleshooting skills across hardware and software platforms.

+ Proficiency with Windows and macOS operating systems.

+ Strong commitment to customer service and continuous service improvement.

+ Excellent critical thinking, professional judgement, and decision-making abilities.

+ Exceptional oral and written communication skills.

+ Strong organizational and time management abilities.

+ High dependability and willingness to accept new responsibilities and challenges.

+ Resilience, adaptability, and flexibility under pressure.

+ Ability to work both independently and collaboratively within a team environment.

+ Initiative and openness to innovative approaches that enhance efficiency and service quality.

General Responsibilities:

+ Direct daily Endpoint Support operations, including employee and student support at service counters and onsite locations.

+ Supervise Endpoint Support staff including hiring, performance evaluations, training, career development, scheduling, and disciplinary actions.

+ Mentor, coach, and develop staff to strengthen technical expertise, customer service skills, and leadership potential.

+ Ensure staff follow departmental rules, guidelines, and best practices while maintaining accountability and consistency.

+ Encourage and implement innovative solutions to improve workflows, services and support delivery.

+ Manage Endpoint Support related projects

+ Oversee all WKU-owned computer hardware repairs.

+ Maintain and monitor the Toppertech laptop checkout fleet, including tracking, updates, and lifecycle management.

+ Lead lifecycle management for all WKU computer assets, including new setups, recycling, and end-of-life processing.

+ Utilize ticketing software for documentation, work assignment, and knowledge base updates.

+ Contribute to strategic planning for university-wide hardware and software deployment policies.

Job Requirements:

+ Bachelor's degree in a technology or business-related field.

+ At least 4 years hands-on technical support experience.

+ At least 2 years recent supervisory or managerial experience.

+ Demonstrated customer service experience in a technical support environment.

Additional Information:

Salary Range: $65,000 - $70,000

Kentucky state law requires all public institutions of postsecondary education to conduct pre-employment criminal background checks to determine suitability for employment.

Western Kentucky University (WKU) is committed to a policy and practice of providing equal employment and educational opportunities to all individuals. In accordance with Title VI and VII of the Civil Rights Act of 1964, Title IX of the Educational Amendments of 1972, Section 504 of the Rehabilitation Act of 1973, Revised 1992, and the Americans with Disabilities Act of 1990, no form of discrimination or harassment will be tolerated at WKU on the basis of race, color, ethnicity, national origin, creed, religion, political belief, sex, sexual orientation, gender identity/expression, marital status, age, uniformed services, veteran status, genetic information, pregnancy, childbirth or related medical conditions, or physical or mental disability in admission to career and technical education programs and/or activities, or employment practices.

Persons with disabilities, who need reasonable accommodations to participate in the application and/or selection process, should notify the office of Institutional Equity. To request an accommodation, report a complaint, or ask questions regarding WKU's Discrimination and Harassment Policy (#0.2040), please contact Ms. Ena Demir, Executive Director/Title IX Coordinator via email at [email protected] or by phone at (270) 745-6867. Ms. Demir is also responsible for coordinating the University's response to complaints related to sex and gender harassment. Additional information regarding Title IX is accessible via WKU's https://www.wku.edu/titleix/ website.

Information concerning educational programs offered by WKU are provided at: http://www.wku.edu/atwku/academics.php

For information related to job postings, please email [email protected].