Information Technology Manager

Jobtailor; Philadelphia (Philadelphia County); On-site; USD 85,000 - 110,000; Full time

Job summary

DRIA is seeking an experienced IT/AV Supervisor to provide day-to-day technical support to coaches and staff, supervise IT staff, and manage requests across IT, AV, and customer service for athletic facilities.

You will lead collaboration with the university's central IT (ISC), develop IT policies, and oversee vendor relationships while ensuring excellent service during events and training sessions.

Qualifications

• Bachelor of Science required or equivalent
• Experience in IT/AV support environments
• Ability to manage multiple projects and staff simultaneously
• Excellent written and verbal communication skills
• Experience with Windows 10, macOS, and O365 preferred
• Athletics or higher education background preferred

Responsibilities

• Provide day-to-day technical support to DRIA coaches and staff
• Supervise IT Support Specialists
• Ensure IT, AV, and customer service requests are addressed
• Maintain production hardware/software for hardware lifecycle
• Lead partnership with ISC central IT organization
• Engage stakeholders to understand IT/AV needs
• Develop and maintain IT policies, processes, and SOPs
• Manage vendor relationships and ISC resources
• Create IT/AV documentation and system manuals
• Perform preventative maintenance for venue AV and game operations
• Support IT/AV investments in capital projects
• Oversee long-term IT/AV infrastructure strategy
• Troubleshoot and repair DRIA connection to university fiber
• Provide onsite IT/AV support for athletic events and external events
• Provide on-call support for other events and venues
• Perform other assigned duties

Skills

IT Support Management

AV Infrastructure

Customer Service

Staff Supervision

Project Management

Communication Skills

Education

Bachelor of Science

Tools

Microsoft O365

Microsoft Teams

VMware Workspace ONE

Dell Hardware

Apple Hardware

Android Devices

Job description

• Provide day-to-day technical support directly to DRIA coaches and staff
• Supervise one or more IT Support Specialists
• Ensure incoming IT, AV, and customer service requests are addressed
• Maintain and manage production hardware and software for the DRIA hardware lifecycle
• Lead DRIA’s partnership with the University’s central IT organization (ISC)
• Engage end users and stakeholders to understand IT/AV needs and inform strategic planning
• Communicate regularly within the Division about IT and AV services and expectations
• Develop and maintain DRIA IT policies, processes, and best practices
• Manage vendor relationships and track ISC resources and innovations
• Create and maintain IT/AV documentation, SOPs, and system manuals for athletic facilities
• Perform preventative maintenance for venue AV and game operations systems before each season
• Support IT/AV investments in capital projects
• Oversee long-term IT/AV infrastructure strategy and development in DRIA facilities
• Troubleshoot, repair, and plan DRIA’s connection to the University’s fiber network/infrastructure
• Provide onsite IT/AV support for basketball games, football games, The Penn Relays, and select external events
• Provide on-call support for other events and venues
• Perform other assigned duties and responsibilities

Requirements

• Bachelor of Science and 3 to 5 years of experience or equivalent combination of education and experience is required
• Demonstrated customer-focus and excellent interpersonal skills
• Ability to address and prioritize customer needs within a busy and complex environment
• Previous experience managing technical staff and multiple projects simultaneously
• Relevant experience with Microsoft Windows 10, macOS, and O365
• Familiarity with Dell, Apple, and Android products
• Experience with Microsoft Teams and VMware Workspace ONE preferred
• Excellent written and verbal communication skills required
• Experience in athletics or higher education preferred
• Ability to work evenings and weekends as required
• Cover Letter and Resume/CV are required
• Background checks may be required after a conditional job offer

Core Competencies

Demonstrates expertise in IT and AV support, including managing technical staff and overseeing infrastructure strategy. Proficient in developing IT policies and maintaining vendor relationships while ensuring excellent customer service in a dynamic environment.

Highest-signal resume keywords

• IT Support Management
• AV Infrastructure Strategy
• Microsoft Windows 10
• Customer Service Excellence
• Technical Staff Supervision

ATS Optimization Keywords

Hard Skills

• Technical Support
• AV Systems Maintenance
• Troubleshooting
• Project Management
• Documentation Development

Soft Skills

• Interpersonal Skills
• Communication Skills
• Customer-Focus
• Prioritization

Certifications & Qualifications

• Bachelor of Science

Industry Keywords

• Athletics
• Higher Education
• IT Policies
• AV Services
• Vendor Management

Tools & Technologies

• Microsoft O365
• MacOS
• Microsoft Teams
• VMware Workspace ONE
• Dell Products
• Apple Products
• Android Products