End-User IT Services Manager — Desktop Support Lead

Yale University

New Haven (CT)

On-site

USD 98,000 - 146,000

Full time

14 days+

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Job summary

Yale University in New Haven seeks a seasoned IT leader to supervise a distributed Desktop Support team of 7–8 staff across campus facilities. You will ensure high-quality end-user services, manage SLAs, and act as escalation point for major incidents, aligning with Yale IT policies and security standards.

Reporting to the IT leadership, you will coach staff, conduct performance reviews, and drive service improvements.

Qualifications

Requires a Bachelor's Degree and four years of related experience.
Proven ability to lead and manage staff.
Strong oral and written communication with stakeholders.
Experience with endpoint management and IT service delivery.

Responsibilities

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