Manager of IT Support
Daytona Beach, FL On-site
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About the role
Embry-Riddle Aeronautical University is seeking an on-campus Manager of IT Support to join the Information Technology Department in Daytona Beach, Florida. This role is responsible for leading the Desktop Support team and overseeing the day-to-day operations of campus endpoint computing services. The Manager of IT Support is a hands-on leadership position that provides supervision, coaching, and technical escalation support for complex system issues. This role ensures that all campus endpoints—including computers, instructional technology, and point-of-sale systems—are properly managed throughout their lifecycle, maintained in alignment with university IT standards, and accurately inventoried and refreshed in a timely manner. This position plays a key role in developing and continuously improving IT support processes and procedures to maximize efficiency, resource utilization, and service quality. The Manager of IT Support builds strong relationships with campus stakeholders, ensuring that faculty, staff, and students receive responsive, reliable, and high-quality technology support that meets their needs. Working within a collaborative and mission-driven IT organization, this role supports Embry-Riddle’s global educational mission and contributes to a modern, diverse, and innovative technology environment.
What you'll bring
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field.
- Management experience may be considered in lieu of formal education.
- Three to five years of related work experience in IT support, desktop services, or enterprise technical support environments.
- Previous management experience with a proven ability to lead, coach, and develop a high-performing technical support team.
- Experience supporting desktop technologies in an enterprise environment, including hardware, software, and multiple operating systems (Windows, Mac, and Linux).
- Experience with Active Directory and enterprise desktop support tools, including endpoint management systems such as Microsoft Endpoint Configuration Manager (SCCM/MECM), Microsoft Intune, Addigy, or similar platforms.
- Experience planning, managing, and implementing IT support tasks in a complex organizational or higher education environment.
- Strong project management experience, including coordinating technical initiatives and service improvements.
- Strong technical troubleshooting skills with the ability to quickly diagnose and resolve complex hardware, software, and system issues.
- Demonstrated ability to develop, implement, and maintain effective IT support processes and procedures.
- Strong analytical and problem-solving skills with a focus on identifying root causes and implementing long-term solutions.
- Ability to understand diverse customer needs and translate business requirements into effective IT support solutions.