IT SUPPORT MANAGER

Description

IT Support Manager Pay Grade 7 $77,825

Hours: Full-Time

Cleveland Public Library strives to be the driving force behind a powerful culture of learning that will inspire Clevelanders from all walks of life to continually learn, share, and seek out new knowledge

The successful applicant will be a self-directed professional with a strong work ethic, a collaborative work style, and the skill set to thrive in a welcoming service environment for patrons and staff.

JOB SUMMARY: Reporting to the Senior Director of IT, the IT Support Manager leads the Cleveland Public Library’s multifaceted IT Support (ITS) team, ensuring the effective delivery of technology solutions to meet the needs of both staff and patrons. This includes overseeing branch technology, IoT devices, CPL-PLAY technology, and other technology-driven initiatives.

The IT Support Manager is accountable for achieving customer service and support performance targets, managing the IT Support team, and optimizing IT operations and processes. Key responsibilities include fostering relationships with internal and external stakeholders, maintaining and servicing systems, software, hardware, and connectivity, and overseeing the IT onboarding and support experience to ensure seamless integration and satisfaction for all users.

JOB REQUIREMENTS:

Education: Associate Degree in Information Technology, Computer Science, Cybersecurity, or a related field is required; bachelor's degree preferred.

Experience:

1. 3-5 years’ technical leadership experience managing technical professionals.

2. 3-5 years’ experience as a pioneering technologist with a proven record of accomplishment in technology implementations, software development and experimental education.

3. Three years’ experience and expertise in three or more of the following areas:

• Service Desk/Help Desk troubleshooting processes and ITIL service delivery frameworks.
• Administration and management of Microsoft Azure/Entra, Microsoft 365, and Active Directory (AD), including Group Policy (GPO) configurations.
• Hands-on experience with Microsoft Windows Server 2019 or 2022, including server management and administration.
• Proficiency in Microsoft Intune and device management solutions.
• Strong skills in technical documentation development and IT project management.
• Proven ability to lead, train, and coach IT professionals, fostering team growth and performance.

Technical Expertise:

• Proven experience with current technology practices, standards, and equipment in an operational environment.
• Demonstrated success in leading and mentoring technical professionals to achieve team objectives.
• Advanced expertise in Microsoft 365, including administration and end-user support.
• Strong collaboration skills, with the ability to work effectively across all levels of an organization.
• Familiarity with public library systems, public-sector operations, and unionized work environments is preferred.
• Commitment to delivering exceptional customer service to both internal and external stakeholders.

• Proficiency in Microsoft 365 Office products and related business systems, such as ERP platforms and HR ATS tools.
• Hands-on experience with Microsoft Azure/Entra and cloud infrastructure management.
• A proven record of accomplishment of continuous technical education and professional development, including IT certifications and online learning platforms.

Certifications: An active CompTIA A certification (or equivalent certification) is required. Candidates or employees who do not possess this certification upon appointment must obtain it within six months of employment and maintain it thereafter.

An active Microsoft Azure Fundamentals certification (AZ-900 or an updated equivalent if Microsoft revises the baseline certification) is also required. Candidates or employees without this certification at the time of appointment must achieve it within six months of employment and maintain it.

All certifications taken must be proctored in-person. Higher-level certifications will be accepted as substitutes for the fundamental certifications listed above.

Driver License: Required

Other License: N/A

OTHER DUTIES AND RESPONSIBILITIES:

Evaluation of this position is based primarily on performance of the following essential functions, which include, but are not limited to:

• Lead and manage CPL’s IT Support (ITS) team, ensuring effective scheduling and execution of work assignments.
• Train and mentor, ITS staff on software and hardware systems, providing guidance for troubleshooting and technical support as needed.
• Serve as a Tier 2/Tier 3 escalation point for complex IT issues, while delegating Level 1 tickets to the appropriate CPL IT Support team members.
• Develop and maintain comprehensive technical and procedural documentation to support operations and projects.
• Monitor and analyze IT Support performance metrics, including IT ticket closures, customer service statistics, and KPIs, and implement continuous improvement initiatives.
• Establish and maintain a knowledge base of recurring issues and solutions, with a focus on root cause analysis.
• Apply project management methodologies to plan, coordinate, and execute IT projects for internal and external stakeholders.
• Recommend IT strategies, policies, and procedures based on organizational needs and emerging technologies.
• Oversee daily IT operations, including IT asset management and addressing hardware, software, servers, and operating system issues.
• Act as the lead administrator for Microsoft Intune, overseeing device enrollment, compliance policies, configuration profiles, application deployment, and security standards to ensure efficient and secure device management across the organization.
• Ensure the maintenance, security, and performance of networks, and propose hardware and software upgrades aligned with organizational goals.
• Continuously evaluate current processes, technologies, and vendor relationships to identify opportunities for improvement and optimization.
• Support a range of devices, including Windows 10 and 11, macOS, HP desktops and laptops, Chromebooks, iPads, and interactive boards.
• Serve as the IT asset management lead, overseeing inventory tracking, lifecycle management, and utilization.
• Facilitate proactive and effective communication with IT colleagues, CPL staff, and stakeholders via email, verbal interactions, and Microsoft Teams.
• Coach, mentor, and supervise ITS staff, prioritizing workloads, reviewing progress, and providing constructive feedback to ensure team success.
• Deliver exceptional customer service to all stakeholders, demonstrating professional, courteous, and reliable behavior.
• Promote ongoing professional development opportunities for the IT Support team to enhance skills and capabilities.
• Perform additional duties and responsibilities as required to support the organization’s mission and technology needs.

Recruiter: Sacheen Dunn-Ford

Internal Posting Open: 2/1/2025-2/7/2025

interview Period: Within 45 days