Partner with IT Support Services team in managing projects as assigned

Extend and bring consistency to ITS project management and business analysis methodology

Manage daily operations of the campus help desk, ensuring timely response and resolution of technical support requests for students, faculty, and staff.

Supervise and coordinate after-hours support staff, including scheduling, training, performance monitoring, and escalation management.

Monitor ticketing systems and ensure service requests are documented, prioritized, and completed according to established service standards.

Provide leadership during critical incidents and coordinate emergency technical support during evenings, weekends, and campus events.

Collaborate with IT teams, campus departments, and vendors to identify recurring issues and implement long-term solutions.

Maintain accurate documentation of procedures, system changes, and technical resolutions to improve operational efficiency.

Ensure campus technology systems remain operational by performing routine maintenance, updates, and proactive monitoring.

Deliver excellent customer service while maintaining clear communication with campus users regarding issue status and resolution timelines.

Assist in developing policies, workflows, and support strategies to improve help desk performance and after-hours coverage.

Perform activities in compliance with IT standards and procedures, audit requirements, training, reliability, quality, software and security

Develop consistent and prioritized lists for managing non-project work tasks for IT Support Services

Develop training courses and training for campus IT processes and procedures

Perform other tasks as required