Supervisor, Technology Support Centers

Located in the heart of our nation’s capital, The George Washington University brings together diverse communities to spark creativity, advance discovery, and drive global impact. In support of this mission, GW IT builds the modern foundation for excellence by serving as a strategic partner driving enterprise digital transformation, expanding research capabilities, and safely pioneering disruptive technologies. We are looking for talented, curious, and forward-thinking professionals to join our high-performing team as we prepare the next generation of resilient leaders and build the foundation for GW’s future.

GW Information Technology is the chief provider of technology services and applications at GW. The area partners with all key stakeholders across GW to equip students, faculty, and staff with the technology and tools necessary to achieve academic excellence. This position works within GW Information Technology and ensures collaboration with both University stakeholders and external vendors.

This position directly supervises two or more technical support personnel, typically in a cross-functional technology support center or other call/walk in environment. In addition to providing direct supervision to technical support personnel, this position may provide shared oversight of work for other senior technical positions in collaboration with the functional managers. This position is responsible for scheduling personnel for adequate technical support coverage, for ticket management, and for reporting trends/and metrics to leadership. This role works to enhance customer service with the school or administrative constituents of the technology support center, and to set/maintain/improve efficiencies and service level agreements. This position also consults, trains, advises, documents, and informs faculty, staff, and students regarding information technology infrastructures, products, and services. Additional responsibilities include assisting in and contributing to decisions regarding policies and procedures, research, planning, and developing activities in the functional area, and contributing to managerial organizational planning. This is a management position at the university that, in addition to leading a work unit, leads and supervises staff directly, makes hiring decisions, provides coaching, training and mentoring, manages performance and determines future staffing needs.

Performs other related duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.

Qualified candidates will hold a high school diploma/GED plus 4 years of relevant professional experience, or, a Bachelor’s degree or higher in a relevant area of study. Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience. Additional Required Licenses/Certifications/Posting Specific Minimum Qualifications: Preferred Qualifications:

• Strong communication and customer service skills, capable of working closely with students, staff, and faculty members, in addition to technical vendors.
• Ability to identify, clarify, and prioritize customer requirements and prepare a technical support plan.
• Experience with multimedia hardware, software, network configuration, desktop imaging and internal applications.
• Experience with incident management and project management tools following ITSM and PMBOK best practices.
• Experience in demanding customer service environments providing technical services.
• Excellent organization, planning, interpersonal and communication skills, client services and ability to lead a team.
• Two years experience providing functional supervision over other support staff.
• Experience influencing senior level management and key stakeholders.
• Desired certifications: ITIL/ITSM, Six Simga, HDI Support Center Manager.

If temporary, grant funded, Sponsored Project funded or limited term appointment, position funded until: Background Screening Successful Completion of a Background Screening will be required as a condition of hire. EEO Statement:

The university is an Equal Employment Opportunity employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law. The university is an Equal Employment Opportunity/Affirmative Action employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.