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ON-SITE

The University of Miami’s UMIT Department has an exciting opportunity for a full-time Manager, Digital Workspace Support to work in Coral Gables, Florida.

The Manager, Digital Workspace Support oversees the support and ongoing operation of the University’s digital workspace tools, ensuring reliable, secure, and effective use of enterprise systems that enable communication, collaboration, productivity, and information sharing. This role manages daily service delivery, access administration, incident response, user support, and continuous improvement for platforms such as email, cloud-based collaboration, videoconferencing, file storage, data collection, monitoring, and security tools. The incumbent partners with senior university leadership and IT stakeholders to identify needs, establish support procedures, evaluate emerging technologies, and align digital workspace services with organizational strategy, security requirements, and the evolving needs of faculty, staff, and students.

Core Responsibilities:

Designs improved work systems by revising work standards, policies,and procedures, employee workmethodandutilization, and staffing levels.
Plays an integral role in the hire, training, counseling, and developmentofstaff.
Contributes to the formulation of department-wide management and technical policies.
Developsandmaintainsa professional development and training plan for staff.
Conferswith andadvisessubordinates oftechnical problems and solutions, task prioritization, andsupportmethodology.
Prepares activity and progress reportsregardinggroup responsibilities.
Serves as a point of contact for the executive management team ondepartment initiatives.
Ensures a consistentlyhigh levelof customer service throughout the departmentby creatingappropriateservicestandards,regular observation,and mentoringdepartment personnel.
Develops, documents, andmodifiesguidelines andprocedures to promote efficiency within the unit.
Worksdirectly with faculty, students, andsenior administrators toidentifyand addressemergingtechnology needs.
Administers and coordinates all functions and services for assigned information technology projects.
Supervisesthe performance of unit supervisors and staff.
Administers and processes staff performance appraisals.
Makes recommendations to IT leadership, peers,and subordinates to improve the working environment.
Establishes and continuously assesses the effectiveness of the internal controls within the unit andcompliance withUniversitypolicies and procedures.
Ensures employees are trained on controls withinthe function and onUniversitypolicy and procedures.

Department Specific Functions

Oversees Tier 2 support for enterprise digital workspace systems, including email, collaboration, videoconferencing, cloud file storage, data collection, security, and related communication platforms.
Manages the resolution of escalated incidents and service requests for systems such as Microsoft 365, Google Workspace, Zoom, Box, Qualtrics, and other supported digital workspace tools.
Provides technical direction and guidance to support staff in troubleshooting complex issues,identifyingroot causes, implementing solutions, and escalating to engineering, security, or vendor teams whenappropriate.
Ensures the health, reliability, and continuity of supported digital workspace services by monitoring service performance, reviewing support trends, and coordinating corrective actions.
Oversees access administration and support processes, including account provisioning, access changes, deprovisioning, permissions, license assignment, and compliance withUniversitypolicies and procedures.
Partners with Tier 1 support, engineering teams, information security, vendors, and campus stakeholders to coordinate incident response, service restoration, change implementation, and user communications.
Maintains knowledge of supported platforms and product changes, evaluates the support impact of new features or system updates, and prepares the support team for releases and service changes.
Develops, documents, and improves procedures, knowledge articles, escalation paths, and support standards to promote consistent and effective service delivery.
Reviews support metrics, incident volumes, recurring issues, and customer feedback toidentifyopportunities for service improvement, training, automation, and process refinement.
Coordinates communication and adoption support for digital workspace tools by contributing to user guidance, service announcements, training materials, and change readiness activities.
Oversees vendor support engagement for escalated technical issues, service disruptions, product defects, and support-related commitments.
Supervises, trains, mentors, and evaluates technical support staff responsible for Tier 2 digital workspace support.
Ensures employees are trainedonapplicable controls, service procedures, support expectations, and University policies and procedures.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

MINIMUM QUALIFICATIONS

Experiencesupporting digital workspace systemsrequired
Experience supervising service or help desk employees preferred
Bachelor’s degree in relevant field
Minimum 5 years of relevant experience
Knowledge of business and management principles.
Ability to direct, manage, implement, and evaluate department operations.
Ability toestablishdepartment goals, andobjectivesthat support the strategic plan.
Ability to effectively plan, delegate and/or supervise the work of others.
Ability to lead, motivate, develop, and train others.

Any appropriate combination of relevant education, experience and/or certifications may be considered.

The University of Miami is recognized as one of the nation’s premier research institutions and academic health systems and is among the largest employers in South Florida.

With more than 20,000 faculty and staff, the University is committed to excellence and guided by a mission to positively impact the lives of students, patients, and communities locally and globally.

We are dedicated to fostering a culture where every individual feels valued and empowered to contribute meaningfully. United by shared values, the University community works together to build an environment defined by purpose, collaboration, and service.

The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:

Full time

Employee Type:

Staff

University of Miami

Digital Workspace Support Manager

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