Full-Time
Digital Workspace Support Manager
University of Miami
Research university in Coral Gables, FL
No salary listed
Company Does Not Provide H1B Sponsorship
Coral Gables, FL, USA
Hybrid
Hybrid schedule; the posting also labels the role on-site.
Bachelor's
Category
 IT & Security (1) |
|---|
Required Skills
Incident Response
Google Workspace
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Requirements
- Experience supporting digital workspace systems is required.
- A bachelor's degree in a relevant field is required.
- A minimum of 5 years of relevant experience is required.
- Knowledge of business and management principles is required.
- Ability to direct, manage, implement, and evaluate department operations is required.
- Ability to establish department goals and objectives that support the strategic plan is required.
- Ability to effectively plan, delegate, and/or supervise the work of others is required.
- Ability to lead, motivate, develop, and train others is required.
Responsibilities
- Design improved work systems by revising work standards, policies, procedures, employee work methods and utilization, and staffing levels.
- Hire, train, counsel, and develop staff.
- Contribute to department-wide management and technical policies.
- Develop and maintain a professional development and training plan for staff.
- Advise subordinates on technical problems and solutions, task prioritization, and support methodology.
- Prepare activity and progress reports regarding group responsibilities.
- Serve as a point of contact for the executive management team on department initiatives.
- Maintain a high level of customer service by creating service standards, regularly observing performance, and mentoring department personnel.
- Develop, document, and modify guidelines and procedures to promote unit efficiency.
- Work with faculty, students, and senior administrators to identify and address emerging technology needs.
- Administer and coordinate functions and services for assigned information technology projects.
- Supervise unit supervisors and staff.
- Administer and process staff performance appraisals.
- Make recommendations to IT leadership, peers, and subordinates to improve the working environment.
- Establish and assess internal controls within the unit and compliance with University policies and procedures.
- Ensure employees are trained on controls and University policies and procedures.
- Oversee Tier 2 support for enterprise digital workspace systems, including email, collaboration, videoconferencing, cloud file storage, data collection, security, and related communication platforms.
- Manage escalated incidents and service requests for Microsoft 365, Google Workspace, Zoom, Box, Qualtrics, and other supported digital workspace tools.
- Provide technical direction and guidance to support staff troubleshooting complex issues, identifying root causes, implementing solutions, and escalating to engineering, security, or vendor teams when appropriate.
- Ensure the health, reliability, and continuity of supported digital workspace services by monitoring performance, reviewing support trends, and coordinating corrective actions.
- Oversee access administration, including account provisioning, access changes, deprovisioning, permissions, license assignment, and policy compliance.
- Partner with Tier 1 support, engineering teams, information security, vendors, and campus stakeholders on incident response, service restoration, change implementation, and user communications.
- Maintain knowledge of supported platforms and product changes, evaluate the support impact of new features and updates, and prepare the support team for releases and service changes.
- Develop, document, and improve procedures, knowledge articles, escalation paths, and support standards.
- Review support metrics, incident volumes, recurring issues, and customer feedback to identify opportunities for service improvement, training, automation, and process refinement.
- Coordinate user guidance, service announcements, training materials, and change-readiness activities for digital workspace tools.
- Oversee vendor support engagement for escalated technical issues, service disruptions, product defects, and support commitments.
- Supervise, train, mentor, and evaluate technical support staff responsible for Tier 2 digital workspace support.
- Ensure employees are trained on applicable controls, service procedures, support expectations, and University policies and procedures.
Desired Qualifications
- Experience supervising service or help desk employees.
The University of Miami is a private research university focused on education, discovery, and service, with undergraduate, graduate, and professional programs.
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