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Job Description
Manager of Academic Technology Job #: 042864
Location Syracuse, NY Pay Range:
$78,000•$80,000
Hours:
Standard University business hours 8:30am•5:00pm (academic year) 8:00am•4:30pm (summer) Hours may vary based on operational needs.
Job Type:
Full Time Job Description:
The Manager of Academic Technology leads the Whitman Service Desk in providing hands-on support and technology services to faculty, students, and staff. The Manager oversees a service desk handling a volume of approximately 5,000 tickets per year through a combination of walk-up, telephone, and email requests. This position is the primary point of contact for faculty technology support and serves as the schools technology liaison learning new tools quickly, training and coaching faculty and staff in their use, and connecting users to the appropriate specialist resources within Whitman IT and central ITS (system administration, networking, classroom support, web development, automation, and the central learning-management-system team). Success in this role depends on the ability to manage a service desk and to learn and teach technology effectively, rather than on deep expertise in any single platform.
Education and Experience:
BA/BS required, MA/MS preferred. In lieu of degree, 5+ years of relevant experience.
Skills and Knowledge:
Proven experience managing or working on a technology help desk or service desk. Demonstrated supervisory experience, including recruiting, training, scheduling, delegating, and managing the performance of professional and/or student staff. Demonstrated ability to learn new technologies quickly and to train and coach others in their use; this role values the ability to learn and teach over deep expertise in any single platform. Experience supporting faculty and/or students with a learning management system (e.g., Blackboard) and other instructional and classroom technologies at a support and training level. Strong customer-service orientation and sound judgment to resolve issues at the desk or escalate appropriately to specialist teams. Excellent time-management skills with the ability to appropriately prioritize multiple competing requests. Excellent written, oral, interpersonal, and presentation skills, with the ability to communicate effectively with people at varying levels of technical literacy. Ability to create clear support documentation and training materials in written, video, or online formats. Proven ability to succeed in a collaborative, team-based environment as an enthusiastic and flexible team member.
Responsibilities:
The Manager of Academic Technology leads the Whitman Service Desk in providing hands-on support and technology services to faculty, students, and staff. The Manager oversees a service desk handling a volume of approximately 5,000 tickets per year through a combination of walk-up, telephone, and email requests. This position is the primary point of contact for faculty technology support and serves as the schools technology liaison, learning new tools quickly, training and coaching faculty and staff in their use, and connecting users to the appropriate specialist resources within Whitman IT and central ITS (system administration, networking, classroom support, web development, automation, and the central learning-management-system team). Success in this role depends on the ability to manage a service desk and to learn and teach technology effectively, rather than on deep expertise in any single platform. Faculty & Staff Technology Liaison, Training & Enablement. Serve as the primary point of contact for faculty and staff adopting and using technology tools. Rapidly learn new applications and platforms well enough to coach and train end users, in person, through written guides, and through recorded video and deliver workshops as needs arise. Act as the connective layer between users and specialist resources, routing instructional-design, learning-management configuration, classroom, development, and automation needs to the correct team. Deep expertise in any single platform is not required; the ability to learn quickly, translate technical concepts for non-technical users, and teach effectively is essential. Technology Procurement & Asset Tracking. Own each faculty and staff hardware and software request from intake through delivery: assess the need, recommend the appropriate standardized or configure-to-order solution, place and track the order, and record the asset accurately in the service/asset system. Follow each purchase across its full lifecycle, request, recommendation, order, arrival, assignment, and record, maintaining the standard device baseline and documenting configure-to-order exceptions. Coordinate purchasing-process steps with the administrative assistant and escalate vendor and warranty issues. Partner with the data analyst on aggregate asset reporting. Service Analytics, Self-Service & Continuous Improvement. Monitor the ticketing system for trends to identify recurring or high-impact issues and devise preventative solutions that reduce service desk volume. Build and maintain self-service resources such as a knowledge base and online scheduling/booking. Partner with the data analyst for deeper reporting and metrics. Lead or contribute to service-desk and unit technology initiatives Other position-related duties as assigned.
About Syracuse University:
Syracuse University is a private, international research university with distinctive academics, diversely unique offerings, and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and over 150 years of history, Syracuse University offers a quintessential college experience. The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors, 100 minors, and 200 advanced degree programs offered across the Universitys 13 schools and colleges; over 15,000 undergraduates and over 6,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit http://www.syracuse.edu.
About the Syracuse area:
Syracuse is a medium-sized city situated in the geographic center of New York State approximately 250 miles northwest of New York City. The metro-area population totals approximately 500,000. The area offers a low cost of living and provides many social, cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues. Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie Canal.
Application Deadline:
Full Consideration By:
To apply, visit https://www.sujobopps.com/postings/113442 Syracuse University is an equal-opportunity institution. The University prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in University programs, services, and activities. Syracuse University has a long history of engaging veterans and the military-connected community through its educational programs, community outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and those veterans literally transformed Syracuse University into the national research institution it is today. The Universitys contemporary commitment to veterans builds on this historical legacy, and extends to both class-leading initiatives focused on making an SU degree accessible and affordable to the post-9/11 generation of veterans, and also programs designed to position Syracuse University as the employer of choice for military veterans, members of the Guard and Reserve, and military family members. Copyright 2025 Jobelephant.com Inc. All rights reserved. Posted by the FREE value-added recruitment advertising agency jeid-ce114c5ef4b07f43bd6f607f8d1c61ad
