IT Support Supervisor

Collegis Education; City of Utica (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

Collegis Education provides on-site technology support at Utica University and leads a team of IT Support Specialists across campus and remote locations. The role focuses on reliable, secure, and high-quality technical support within partner environments.

You will supervise, mentor, and grow the ITSS team, conduct performance reviews, and collaborate with leadership to improve processes, while ensuring support across Windows/O365 and learning management systems.

Qualifications

• Minimum of 2 years management or lead experience.
• Willingness to work weekends and participate in on-call rotation.
• Strong communication and customer service history.
• Knowledge of higher education environment preferred.
• Strong analytical and problem-solving abilities.
• Excellent documentation and written communication.

Responsibilities

• Supervise, coach, and mentor IT Support Specialists across local and remote locations.
• Collaborate with Support Services Leadership to improve team effectiveness via training, process improvements, and support strategies.
• Provide performance check-ins and conduct mid-year/year-end reviews.
• Maintain security procedures and policies; enforce them with the ITSS team.
• Monitor, support, and troubleshoot system issues, including escalations.
• Manage asset refresh, software licensing, and desktop inventory.
• Provide purchase approvals and assist with financial forecasts for replacements.
• Continued training for ITSS team members.

Skills

Team leadership

Communication skills

Analytical problem solving

PC & MAC troubleshooting

Windows & O365

Server troubleshooting

Documentation

On-call support

Scheduling flexibility

Education

Bachelor of Science, Computer Science, MIS degree, a related field, or equivalent experience

Job description

Description

Lead a hands-on IT support team that keeps our partners connected, productive, and supported.

This role exists to lead and develop a team of IT Support Specialists while ensuring reliable, secure, and high-quality technical support across Collegis partner environments.

What You'll Do:

• Supervise, coach, and mentor IT Support Specialists across local and remote locations.
• Partner with Support Services Leadership to improve team effectiveness through training, process improvements, and support strategies.
• Mentor employees through sharing information, skill coaching, and suggesting effective initiatives that will assist an agent in providing excellent customer service.
• Conduct regular performance check-ins and own formal mid-year and year-end performance reviews.
• Sustain project updates and status reports to leadership on a regular basis.
• Maintain a strong understanding of partner’s environments, including but not limited to software applications, learning management systems, and account creation procedures.
• Drive best practices for remote desktop management, automation of imaging\updating, and proactive maintenance of supported systems.
• Maintain and enforce the asset refresh program to keep technology current.
• Maintain desktop application inventory and assist with software licensing maintenance.
• Provide purchase approval and assist with providing financial forecasts for computer replacement and purchase.
• Define and maintain security procedures and policies; enforce these policies with ITSS team members.
• Monitor, support, and troubleshoot system issues, including escalations requiring supervisor involvement.
• Adhere to and enforce the appropriate information security policies based on the sensitivity of company data and report any security related issues.
• Reduce risk of theft, fraud, or misuse of information assets by acting as the data steward for the application(s) you administer.
• Manage and mentor student-work studies.
• Continue training for ITSS team members on process and procedures.

What You'll Bring:

• Relative industry certifications are considered a plus.
• Operations experience.
• Must be willing to work some weekend shifts in support of maintenance and participate in on-call rotation duties.
• Minimum of 2 years management, lead experience, or highly skilled technical background.
• Ability to work a flexible schedule, including occasional nights or weekends, and participate in an on-call rotation as needed.
• Strong communication skills and proven track history of excellent customer service.
• General knowledge of the higher education industry is preferred.
• Strong analytical and problem-solving skills.
• Strong PC & MAC troubleshooting skills.
• Familiarity with multiple operating system platforms, specifically O365 environment and Windows.
• Server operating environment troubleshooting skills.
• Ability to convey technical topics to a wide variety of callers with varying technical skill levels.
• Excellent written and verbal communication; Must be able to thoroughly document implementations, modifications and removals.

Requirements

Education, Certifications and Licensures:

• Bachelor of Science, Computer Science, MIS degree, a related field, or equivalent experience

Work Environment & Schedule:

This role is based at Utica University and provides on-site technology support to students, faculty, staff, and campus events. The support department operates 24x7x365, and the IT Support Supervisor may be required to provide support during off hours or at off-site locations. Assignments, duties, and daily tasks may change on a regular basis based on campus needs, outages, events, and service priorities.

Who We Are:

Collegis Education partners with higher education institutions to deliver technology, marketing, and enrollment solutions that support the full student lifecycle. Our teams work across institutions to improve operations, enhance the student experience, and drive meaningful outcomes for both students and our partners. For more information about Collegis Education, please visit www.collegiseducation.com.

Collegis Education is committed to the policy that all persons shall have equal access to its programs, facilities, and employment without regard to race, color, creed, religion, national origin, sex, age, marital status, disability, public assistance status, veteran status, or sexual orientation.