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Manager – IT End User Support
Confirmed live in the last 24 hours
Boca Raton, FL, USA
Experience Level
Desired Skills
Customer Service
  • Bachelor's degree in Computer Science or related field
  • At least 5 years of related experience
  • Hyper focused on user experience and customer satisfaction
  • Excellent interpersonal and customer service skills
  • Excellent organizational skills and attention to detail
  • Excellent communication skills, both written and oral
  • Strong analytical and problem-solving skills
  • Strong supervisory and leadership skills
  • Thorough understanding of the latest and ever evolving technology, software, and hardware
  • Proficient knowledge of the Microsoft Office and 365 environment
  • Proficient with or able to quickly learn the software and applications used in the organization and the industry
  • One or more years in a supervisory role in a related field
  • Must be able to lift 25 pounds
  • Hiring, training, and mentoring IT End User Services staff
  • Organizing and overseeing the schedules of IT End User Services staff
  • Providing constructive and timely performance evaluations
  • Tracking and maintaining customer satisfaction goals across team
  • Providing in-office executive support in Boca Raton, Florida
  • Assisting with supporting large scale events or meetings, both in person and virtual
  • Assistingwith video recording and live demos, both in person and virtual
  • Assessing the technical needs of staff or clients
  • Establishing and maintaining strong relationships across teams and with staff/clients
  • Upholding high standards of customer success with timely adherence to departmental SLAs
  • Measuring customer service satisfaction levels
  • Managing and upholding the troubleshooting escalation process
  • Owning and ensuring Hardware Asset inventories are consistent and accurate
  • Tracking software installation and licensing allocations
  • Assisting with IT equipment sourcing and budgeting
  • Identifying gaps in the support process and amending accordingly

201-500 employees

Global educational technology solution
Company Overview
Blackboard's mission is to advance learning with the world's education community, so that all learners, educators and institutions can realize their goals today and prepare for tomorrow.