Manager, Desktop Support

Connecticut, United States
Sunday, 15 November 2020
End of advertisement period
Friday, 15 January 2021
Contract Type
Full Time

Position Focus:

Reporting to the Director Faculty and Staff Support, manage and perform supervisory duties for a twenty-five person IT Desktop Support Team that is responsible for providing services to Yale’s staff, faculty & students. Ensure procedures, processes and targets outlined by the SLA and KPI’s are achieved while also meeting appropriate security standards and leveraging existing sustainable enterprise solutions.

Serve as a primary point of contact for escalation from a Desktop Support level providing guidance and support in times of major system outages, supplier issues and conflict resolution with customers. Manage and be responsible for the personal and technical development of the Desktop Support Team, including performance reviews, mentorship and training plans. Ensure adequate staffing levels are maintained within the Desktop Support teams at all times.

Key success indicators include prompt efficient resolution of Incidents and executing Requests per client requirements. Other deliverables are problem identification, escalating appropriately, actively communicating with stakeholders and ITS Teams to drive issues to resolution while maintaining team focus on delivering the very highest levels of customer satisfaction.

Monitor unit's performance to budget. Ensure team is inclusive and respectful of all staff in addition to championing diversity at all levels. Recruit, train, manage and administer a staff of Apple, Windows, Linux and Mobile OS technical professionals providing service and support to Yale faculty, staff and students. Conduct annual staff performance reviews and ongoing performance development activities to ensure all distributed support staff are technically proficient, efficient, and excel in customer service.

Coordinate and escalate support issues with other units of ITS and other University and Yale New Haven Health System computing support organizations as appropriate. Responsible for providing secure computing environment for research, clinical care and teaching, while not impeding the university’s mission. Work on special projects as assigned.

Essential Duties

  1. Leads, manages, and advises a team of technical experts on all aspects of policies, practices, systems, and procedures within the department.
  2. Provides managerial and technical expertise regarding the daily operations in one or more functional areas.
  3. Manages and implements guidelines and systems and recommends changes to maintain consistency with the mission of department objectives.
  4. Manages and works extensively with staff to develop and administer support plans.
  5. Participates on project teams and act as a liaison with other institutions, campus organizations, vendors, and committees.
  6. Works with all units to identify, analyze, and develop approaches that successfully meets the goals and objectives of ITS and the University as a whole.
  7. Defines and tracks service metrics and work with staff to meet client needs and service standards.
  8. Implements appropriate controls and quality assurance; ensures adherence to the process, consistent and efficient trouble resolution, error reduction, and continuous process improvement.
  9. Manages the operating budget for their organizational unit.
  10. Recruits and trains technical staff.
  11. Ensures compliance and timeliness of all Federal and State regulatory requirements.
  12. Manages a staff of exempt and non-exempt employees.
  13. May perform other duties as assigned.

Required Education and Experience

Bachelor's Degree in a relevant technical field and six years of related technical experience or an equivalent combination of education and experience.

Required Skill/Ability 1:

Proven leader. Demonstrated ability to manage, mentor and develop staff including both technical and non-technical areas. Demonstrated exceptional customer service skills.

Required Skill/Ability 2:

Ability to communicate effectively with staff, technical teams, Deans, Directors, department heads, administrators, faculty, and students. Ability to translate complex technical concepts to all constituencies ensuring the customer’s voice is always clearly heard.

Required Skill/Ability 3:

Demonstrated ability to ensure a team is inclusive and respectful of all staff in addition to championing diversity at all levels.

Required Skill/Ability 4:

Demonstrated ability to work successfully in a fast-paced and changing environment. Ability to motivate and mobilize a team around shared goals, while juggling multiple, competing responsibilities.

Required Skill/Ability 5:

Ability to build consensus, work collaboratively and drive performance in support of department strategic anchors and the larger university mission. Experience managing/coordinating small-to-medium scale projects.

Preferred Education, Experience and Skills:

8+ years’ experience managing a large team of customer service professionals, 20+ direct reports. Experience managing in a regulated environment (HIPAA, FERPA, etc.).

Preferred Licenses or Certifications:

ITIL Certification.

Weekend Hours Required? Occasional
Evening Hours Required? Occasional
Drug Screen No
Health Screening No

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. Please visit for additional information on the background check requirements and process.

Posting Disclaimer

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

Affirmative Action Statement:

Yale University considers applicants for employment without regard to, and does not discriminate on the basis of, an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression. Title IX of the Education Amendments of 1972 protects people from sex discrimination in educational programs and activities at institutions that receive federal financial assistance. Questions regarding Title IX may be referred to the University’s Title IX Coordinator, at, or to the U.S. Department of Education, Office for Civil Rights, 8th Floor, Five Post Office Square, Boston MA 02109-3921. Telephone: 617.289.0111, Fax: 617.289.0150, TDD: 800.877.8339, or Email:

Note Yale University is a tobacco-free campus