Technical Services Manager – Office of Information Technology
Description
Mary Baldwin University seeks a customer-focused, technically skilled, and collaborative Technical Services Manager (TSM) to lead the university’s technology support operations. This position is responsible for managing the day-to-day functions of the OIT Service Desk supporting both the Staunton and Fishersville campuses, ensuring timely and effective support for faculty, staff, students, and university guests.
The TSM provides leadership for frontline technical support, manages service request and incident workflows, supervises service desk staff and student workers, while promoting a culture of professionalism, accountability, and continuous improvement. This role serves as a key operational leader within the Office of Information Technology and helps ensure that technology services support the academic, administrative, and residential needs of the university.
Essential Duties and Responsibilities
Service Desk Operations
- Manage daily operations of the OIT Service Desk, including walk-in, phone, email, and ticket-based support.
- Monitor, assign, prioritize, and resolve service requests and incidents using the university’s ticketing system.
- Ensure service requests are handled in a timely, professional, and customer-focused manner.
- Develop, document, and improve Service Desk procedures, workflows, escalation paths, and knowledge base articles.
- Ensure appropriate coverage during university business hours and for major university events or high-impact technology needs.
Staff Supervision and Leadership
- Supervise, train, schedule, and evaluate full-time Service Desk staff and student workers.
- Provide coaching and guidance to ensure consistent service quality and technical accuracy.
- Support professional development and cross-training for service desk personnel.
- Foster a team culture centered on accountability, collaboration, responsiveness, and respect.
- Assist with hiring, onboarding, and training new Service Desk employees and student workers.
Technical Support
- Provide advanced troubleshooting and technical support for hardware, software, accounts, printing, classroom technology, network connectivity, mobile devices, and university systems.
- Escalate complex technical issues to appropriate OIT staff while maintaining ownership of the customer experience.
- Assist with setup, deployment, maintenance, and replacement of university-owned computers, peripherals, and related technology.
- Support Microsoft 365, Google Workspace, Zoom, classroom and conference room technologies, and other commonly used university platforms.
- Assist with account access issues, password resets, MFA support, and basic cybersecurity-related user support.
Customer Service and Communication
- Serve as a primary point of contact for technology support escalations and service concerns.
- Communicate clearly and professionally with faculty, staff, students, and leadership regarding technology issues and service expectations.
- Prepare service updates, support documentation, and user-facing communications as needed.
- Promote a positive and service-oriented image of the Office of Information Technology.
Asset, Endpoint, and Project Support
- Assist with endpoint inventory, lifecycle replacement planning, workstation deployments, and technology refresh projects.
- Coordinate computer configuration, deployment, and return processes.
- Support onboarding and offboarding technology tasks for employees.
- Assist with technology needs for university events, commencement, orientations, and other campus activities.
- Participate in OIT projects and initiatives that improve service delivery, security, and operational efficiency.
Security and Compliance
- Follow and enforce university IT policies, acceptable use requirements, data protection practices, and cybersecurity procedures.
- Promote safe computing practices among faculty, staff, and students.
- Maintain confidentiality when working with sensitive institutional, employee, or student information.
Campus Technology Support
- Oversee maintenance of classroom and event space audio/video technology
- Manage and fulfill equipment checkout requests by MBU faculty, staff, and students
- Train end-users on usage of campus technology.
- Work with vendors to provide timely repairs as needed.
Required Qualifications
- Associate’s degree in information technology, computer science, business, or a related field, or equivalent combination of education and experience.
- Minimum of three years of experience providing technical support in a help desk, service desk, desktop support, or similar IT support role.
- Prior experience supervising staff, student workers, or technical support personnel.
- Strong troubleshooting skills for Windows, macOS, Microsoft 365, Google Workspace, printers, peripherals, and common business applications.
- Work with computer deployment in a Microsoft environment.
- Experience using a ticketing or IT service management system.
- Strong customer service skills and the ability to communicate technical information to non-technical users.
- Excellent organizational, documentation, and follow-through skills.
- Ability to work independently and collaboratively as part of an IT team.
Preferred Qualifications
- Bachelor’s degree in information technology, computer science, management, or a related field.
- Experience working in higher education environment.
- Experience with lecture capture, presentation and integrated podium control, interactive whiteboard, video conferencing systems, and other multimedia technology.
- Knowledge of ITIL, service management practices, or formal incident/request management processes.
- Familiarity with cybersecurity best practices, MFA, endpoint protection, and account security.
- Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft, Google, HDI, or ITIL Foundation.
Knowledge, Skills, and Abilities
- Strong leadership and team-building skills.
- Excellent interpersonal and written communication skills.
- Ability to remain calm and professional during urgent or difficult support situations.
- Strong analytical and problem-solving abilities.
- Ability to balance technical work with supervisory and administrative responsibilities.
- Ability to manage confidential information appropriately.
- Willingness to learn new technologies and adapt to changing institutional needs.
- Commitment to supporting a diverse university community.
Physical and Work Requirements
- Ability to move around campus to provide technical support in offices, classrooms, residence halls, and event spaces.
- Ability to lift and move computer equipment, printers, and related technology, typically up to 40 pounds.
- Ability to occasionally work outside normal business hours for major events, urgent incidents, projects, or system needs.
- Ability to sit, stand, bend, reach, and use computer equipment for extended periods.
The Technical Services Manager reports to the Senior Director of Information Technology within the Office of Information Technology and works closely with other OIT staff, university departments, faculty, staff, students, and external vendors.
This is a twelve-month salaried, exempt, benefits eligible, onsite position located in Staunton, VA.
About Mary Baldwin University
Mary Baldwin University is a private university located in Staunton, Virginia, committed to providing a personalized and student-centered educational experience. The Office of Information Technology supports the university’s academic mission by delivering reliable, secure, and responsive technology services to the campus community.
Mary Baldwin University is an equal opportunity employer and is committed to fostering an inclusive and welcoming environment for all members of the university community. The university encourages applications from individuals who will contribute to its mission and values.
To Apply
Interested candidates should send a cover letter and resume to Mike Dunaway, Senior Director of Information Technology, at mdunaway@marybaldwin.edu.
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