IT Manager

Provide leadership and supervision for a distributed Desktop Support team of 7-8 employees delivering end-user IT services across FAS and SEAS academic and administrative units, including staffing, performance management, coaching, and professional development in accordance with University and union guidelines.

Oversee delivery of desktop, endpoint, and classroom-adjacent support services for faculty, staff, and instructional spaces, ensuring consistent service quality, adherence to established SLAs, and a high level of customer satisfaction.

Serve as the primary escalation point for Desktop Support operations, providing leadership during major service disruptions, system outages, vendor or supplier issues, and complex customer or personnel situations requiring managerial intervention.

Ensure compliance with Yale IT policies, security standards, and operational controls related to endpoint management, access, and data protection, while promoting the use of centrally supported and sustainable enterprise solutions.

Coordinate closely with Research Computing, AV, other support teams at Yale (HSIT, SOM, etc) and central IT partners to ensure clear service boundaries, effective handoffs, and minimal service disruption, while maintaining Desktop Support’s defined scope and responsibilities.

Drive continuous improvement of Desktop Support services through process refinement, staff training initiatives, documentation standards, and participation in departmental planning, communications, and service reviews, 1. Provides supervision to a unit or group of operational or technical employees.

1. Establishes and delegates day-to day tasks to meet unit/department objectives.
2. Ensures compliance with department, University policies, procedures, and internal controls.
3. Ensures accountability and stewardship of operational, financial and staff resources in compliance with department & University standards.
4. Oversees and manages segments of larger projects, developmental trainings, presentations, and communications.
5. Provides coaching, training, and mentorship to level 1 and 2 staff and/or non-exempt staff.

1. Developed analytical, critical thinking, and problem-solving skills, with strong decision-making capabilities.
2. Proven ability to lead and manage staff, including hiring, training, and development.
3. Excellent interpersonal, written, and oral communication skills with the ability to interact effectively with various stakeholders.
4. Strong organizational skills with the ability to manage multiple complex projects and meet deadlines.
5. Proficiency in relevant technical and management tools, including MS Office Suite, project management software, and specific technical systems related to the role., Bachelor’s Degree and four years of experience or equivalent education and experience.

Skills and Abilities

Developed analytical, critical thinking and problem-solving skills.

Developed interpersonal, written, communication, presentation, and organizational skills.

Proven ability to lead and manage staff.

Proven expertise with systems analysis methods and techniques.

Knowledge of commonly used concepts, practices, and procedures.