Information Technology Support Manager

Pennsylvania, United States
08 Dec 2020
End of advertisement period
08 Feb 2021
Contract Type
Full Time

University Overview

The University of Pennsylvania, the largest private employer in Philadelphia, is a world-renowned leader in education, research, and innovation. This historic, Ivy League school consistently ranks among the top 10 universities in the annual U.S. News & World Report survey. Penn has 12 highly-regarded schools that provide opportunities for undergraduate, graduate and continuing education, all influenced by Penn’s distinctive interdisciplinary approach to scholarship and learning.

Penn offers a unique working environment within the city of Philadelphia. The University is situated on a beautiful urban campus, with easy access to a range of educational, cultural, and recreational activities. With its historical significance and landmarks, lively cultural offerings, and wide variety of atmospheres, Philadelphia is the perfect place to call home for work and play.

The University offers a competitive benefits package that includes excellent healthcare and tuition benefits for employees and their families, generous retirement benefits, a wide variety of professional development opportunities, supportive work and family benefits, a wealth of health and wellness programs and resources, and much more.

Job Profile Title

Information Technology Support Specialist Senior

Job Description Summary

Reporting to the Director of Client and Computing Services, the IT Support Manager leads many of the department’s efforts to provide outstanding IT services to Library staff and patrons.

Job Description

This position oversees our client engagement work through supervision of staff and operations of the Library Helpdesk and the Tech Center student support center, related ticketing systems, and management of our service and support documentation and knowledge bases. Manage and collaborate with colleagues on IT projects including ongoing system replacements and rollouts of new and upgraded client services. Act as Service Manager and provide ongoing 2nd Tier support for a varied portfolio of client facing applications and services. Lead IT purchasing and asset tracking efforts and generate regular reports and metrics. The successful candidate will have strong organizational, and planning skills, and should thrive in a dynamic IT landscape that offers exposure and experience with a wide variety of technology. The position is hands-on and involves frequent interaction and collaboration with customers.


Bachelor Degree, preferably in Computer Science or similar field and a minimum of 3 years experience or equivalent combination of education and experience required; 3-5 years of experience preferred. Applicant must have proven skills successfully providing technical support for Windows, Mac and mobile operating systems, users in an Active Directory domain environments, and with commonly used software such as Microsoft Office 365. Experience with Windows domain management tools and client server and cloud-based application management highly desirable. Strong customer service orientation. Demonstrable understanding of the troubleshooting process and troubleshooting best practices is required. Applicants should have a thorough understanding of Helpdesk processes and ticketing system usage. The ability to communicate effectively at all levels of the organization including a positive phone presence and excellent written communication skills is required and previous project management experience highly desirable.

*** REQUIRED*** Please submit a resume and cover letter as one attachment when applying.

Job Location - City, State
Philadelphia, Pennsylvania

Department / School
University Library

Pay Range
$50,684.00 - $138,391.00

Affirmative Action Statement

Penn adheres to a policy that prohibits discrimination on the basis of race, color, sex, sexual orientation, gender identity, religion, creed, national or ethnic origin, citizenship status, age, disability, veteran status, or any other legally protected class.

Special Requirements

Background check required after a conditional job offer is made. Consideration of the background check will be tailored to the requirements of the job.

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