Manager 2, IT Service Support

locations

Medical Center Campus

time type

Full time

posted on

Posted Today

job requisition id

R138019

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Job Title :

Manager 2, IT Service Support

Department :

Health System Shared Services | Desk Top Support

Position Summary

The Manager of IT Customer Experience Field Services is responsible for delivering exceptional desk-side IT support and ensuring a high standard of customer service across the organization. This role leads the Field Services team, overseeing performance, training, and operational excellence. The manager collaborates closely with the Director of IT Customer Experience to monitor Tier 1 and Tier 2 services, analyze customer feedback, and drive continuous improvement.

Key Responsibilities

• Team Leadership & Performance

Supervise, mentor, and evaluate Field Services technical support staff.

Ensure the consistent delivery of high-quality, desk-side support.

Monitor service level agreements (SLAs) and address breaches proactively.

Ensure adherence to university, federal, and state-mandated programs.

Collaborate with Engineering Technology Services to identify and resolve system deficiencies.

Maintains awareness of emerging technologies in hardware, software, networking, and information processing.

Additional Information

MINIMUM REQUIRED QUALIFICATIONS Bachelor's degree or equivalent experience. 5 years of relevant experience required, with 3 of those years being in a leadership role. 7-12 years of relevant experience preferred.

Additional Information :

Our Comprehensive Employee Benefits Include :

Location :

Ackerman Rd, 640 (2432)

Position Type : Regular

Scheduled Hours : 40

Shift : First Shift

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions .

The university is an equal opportunity employer, including veterans and disability.

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