Manager of Academic Technology

Responsibilities

• Lead the Whitman Service Desk, providing hands-on technology support and services to faculty, students, and staff.
• Act as the primary technology liaison for faculty, learning new tools quickly to provide coaching, training, and workshops.
• Oversee a service desk handling approximately 5,000 tickets per year via walk-up, telephone, and email.
• Manage the full lifecycle of technology procurement and asset tracking for faculty and staff hardware and software requests.
• Monitor ticketing trends to identify recurring issues and develop preventative solutions and self-service resources like knowledge bases.
• Connect users to appropriate specialist resources within Whitman IT and central ITS (networking, web development, LMS, etc.).

Requirements

• BA/BS degree required; MA/MS preferred.
• 5+ years of relevant experience in lieu of a degree.
• Proven experience managing or working on a technology help desk or service desk.
• Demonstrated supervisory experience, including recruiting, training, and managing staff performance.
• Experience supporting faculty or students with learning management systems (e.g., Blackboard) and instructional technologies.
• Strong customer service orientation and ability to communicate technical concepts to non-technical users.
• Excellent time-management and prioritization skills.

About the Company

Syracuse University is a private, international research university with a pioneering history dating back to 1870. Located in the heart of New York State, the university offers a wide range of academic programs across 13 schools and colleges, serving a diverse community of students and alumni worldwide.