Manager 2, IT Service Support

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Job Title:

Manager 2, IT Service Support

Department:

Health System Shared Services Desk Top Support

Position Summary

The Manager of IT Customer Experience – Field Services is responsible for delivering exceptional desk-side IT support and ensuring a high standard of customer service across the organization. This role leads the Field Services team, overseeing performance, training, and operational excellence. The manager collaborates closely with the Director of IT Customer Experience to monitor Tier 1 and Tier 2 services, analyze customer feedback, and drive continuous improvement.

Key Responsibilities

Team Leadership & Performance

Supervise, mentor, and evaluate Field Services technical support staff.

Define work schedules, assign tasks, and monitor ticket resolution.

Provide coaching and professional development to enhance team capabilities and effectiveness.

Customer Experience & Service Quality

Ensure the consistent delivery of high-quality, desk-side support.

Review customer satisfaction surveys and implement service improvements.

Analyze ticket data trends to identify recurring issues, service gaps, and opportunities for proactive support.

Operational Oversight

Monitor service level agreements (SLAs) and address breaches proactively.

Report operational metrics and performance trends through verbal and written communication.

Identify and implement process improvements to enhance service delivery.

Compliance & Asset Management

Ensure adherence to university, federal, and state-mandated programs.

Maintain compliance with all University and College policies.

Oversee acquisition, movement, and disposal of departmental equipment.

Ensure completion of inventory audits and asset tracking.

Technical Expertise & Collaboration

Collaborate with Engineering Technology Services to identify and resolve system deficiencies.

Participate in the evaluation, selection, and implementation of new technologies.

Infrastructure & Systems

Maintains awareness of emerging technologies in hardware, software, networking, and information processing.

Ensure infrastructure systems meet availability, security, and performance standards.

Fulfill customer SLAs and support strategic IT initiatives.

Additional Information

This position may require on-call availability or extended work hours as needed.

MINIMUM REQUIRED QUALIFICATIONS

Bachelor's degree or equivalent experience. 5 years of relevant experience required, with 3 of those years being in a leadership role. 7-12 years of relevant experience preferred.

Additional Information:

Our Comprehensive Employee Benefits Include:

An array of retirement plan options, each with a generous employer contribution.

Affordable health insurance options, including dental, vision and prescription coverage that begin on day one.

Paid vacation and sick leave, including short and long-term disability and paid parental leave.

Get the most out of the Public Service Loan Forgiveness program.

And much more!

Location:

Ackerman Rd, 640 (2432)

Position Type:

Regular

Scheduled Hours:

40

Shift:First Shift

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions.

The university is an equal opportunity employer, including veterans and disability.

As required by Ohio Revised Code section 3345.0216, Ohio State will: educate students by means of free, open and rigorous intellectual inquiry to seek the truth; equip students with the opportunity to develop intellectual skills to reach their own, informed conclusions; not require, favor, disfavor or prohibit speech or lawful assembly; create a community dedicated to an ethic of civil and free inquiry, which respects the autonomy of each member, supports individual capacities for growth and tolerates differences in opinion; treat all faculty, staff and students as individuals, hold them to equal standards and provide equality of opportunity with regard to race, ethnicity, religion, sex, sexual orientation, gender identity or gender expression.

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