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IT Client Support Manager II

Fayetteville State University
Fayetteville, NC

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Institutional & Business Affairs, Clerical & Administrative Support
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Job Details

Position Title::

IT Client Support Manager II

Position Number::


Full-time or Part-time::

Full Time



Posting Number::



EHRA (Non-Faculty)

Job Category::


Hiring Range::

Commensurate with Education and Experience

Minimum salary::

Commensurate with Education and Experience

Maximum salary::

Commensurate with Education and Experience

Overall Position Competency::

Flat Rate

Description of primary duties and responsibilities::

Primary Purpose of the Organizational Unit:

The mission of Information Technology & Telecommunication Services is to explore, implement and support the uses of technology to achieve the University’s academic and administrative objectives as stated in the University strategic plan.

Primary Purpose of the Position:

This position is responsible for the management of all university desktop and mobile devices as well as other peripherals such as printers, fax machines, scanners, etc. This position is also responsible for the inventorying of these devices as well as their maintenance and support. The position supports academic instructional technology to include Smart Classrooms, computer labs, distance learning equipment, and technology enhanced rooms. The person designated to this position is responsible for the management of various monetary, technical, and human resources assigned to the Client Services unit. The IT Client Support Manager understands hardware and desktop support as well as general software support and its role with in the higher education enterprise. The IT Client Support Manager is responsible for planning and directing work activities as appropriate. The IT Client Support Manager is responsible for budget oversight and planning, providing input to peer managers and high-level executives regarding direction of work within the unit, and participating in the development of the strategic direction of the organization.The IT Client Support Manager contributes to the development and enforcement of operational standards for the Client Services unit. The IT Client Support Manager is responsible for the growth and development of the human resources assigned to the unit.

Description of Work Continued::

Duties and Responsibilities:

•User Hardware Support – Provides support for the university desktop devices, mobile devices, peripherals, etc. Support of these systems include- deployment, refresh, maintenance, security, inventory tracking, and training. Research, evaluate, and recommend new technology and identify trends that can be used in managing or supporting the university hardware resources. Maintain a ‘life-cycle’ approach to refresh hardware and ensure that all maintenance contracts for hardware/software are current.

•Instructional Support – Maintain a high level of availability for all instructional technology to include Smart classrooms, technology enhanced classrooms, distance learning equipment, and computer labs. Research, evaluate, and recommend new technology and identify trends that can be used in supporting instruction.

•Administrative Duties – Supervise and direct Client Services staff. Utilize performance management tools to track work assignments and document performance. Maintain up-to-date hardware inventory, including locations of the hardware, and comply with the university’s annual fixed asset procedures on a timely basis. Participate in university and ITS related committee activities, divisional strategic planning, and IT project priority setting.

•Customer Service – Ensure that all issues related service requests are responded to within 4 hours and that Client Services staff work with high standards of service orientation and anticipation of customer needs. Ensure all issues and requests are fully documented using identified service request software management systems and/or project management tools.

Minimum Education and Experience Requirements::

Master’s in computer science, computer engineering, Math, Engineering, or other IT related technical degree and 1‐2 years’ experience in the field of information technologies; or Bachelors and 2‐4 years’ experience. 1-2 years of supervisory experience.

Closing Date::


Open Until Filled::


Additional Information for Applicants:

All new employees are required to have listed credentials/degrees verified prior to employment. Transcripts should be provided for all earned degrees and/or the degree which is being used to satisfy credential/qualification requirements. Transcript requests are the responsibility of the candidate.

EEO Statement::

This position is subject to the successful completion of an employment background check. An employment background check includes a criminal background check, employment verification, reference checks, license verification (if applicable) and credit history check (if applicable).

Fayetteville State University is committed to equality of educational opportunity and does not discriminate against applicants, students, or employees based on race, religion, color, national origin, sex, age, disabling condition, political affiliation or sexual orientation. Moreover, Fayetteville State University values diversity and actively seeks to recruit talented students, faculty, and staff from diverse backgrounds.

Veteran's Statement:

Fayetteville State University is a VEVRAA Federal Contractor and seeks priority referrals of protected veterans for our openings.


Working at Fayetteville State University

Fayetteville State University (FSU) is a member of the prestigious University of North Carolina System. Situated in southeastern North Carolina, FSU prides itself in being in one of the most diverse cities in the country and neighbor to one of the nation’s largest military installations – Fort Bragg.

FSU has a rich history that serves as genesis for its current status as a leading institution of higher learning. A year after the Civil War ended, the Phillips School provided primary education to Fayetteville’s black citizens, and the Sumner School provided intermediate education for this population. The two schools were consolidated in 1869 and dedicated in April of that year as the Howard School, in honor of the Freedman’s Bureau chief General O.O. Howard. Seven prominent African-American men pooled $136 to purchase two lots for the first building that housed the Howard School. Robert Harris was named the first principal of the Howard School.

In 1877, the Howard School became not just the first public normal school for African Americans in North Carolina but also the first state-sponsored institution for the education of African-American teachers in the South. It was renamed the State Colored Normal School in Fayetteville that year, Fayetteville State Teachers College in 1939, Fayetteville State College in 1963, and Fayetteville State University in 1969.

While FSU’s roots are as a teacher education institution, it now offers nearly 70 degrees at the baccalaureate, masters and doctoral levels. Many of the programs are accredited by the top agencies. The university’s School of Business and Economics is endorsed by the Association to Advance Collegiate Schools of Business (AACSB). AACSB is one of the most prestigious and rigorous accrediting bodies for business programs in higher education. Currently, less than one-third of U.S. business programs and only 15% of the world's business programs have earned AACSB accreditation. Receipt of this distinguished accreditation provides evidence that FSU’s School of Business and Economics has established itself as a leader among business schools. Additionally, the Master of Business Administration program has been cited by U.S. News and World Report and The Princeton Review as one of the best graduate business school programs in the country. The Department of Criminal Justice is accredited by the Academy of Criminal Justice Sciences (ACJS). FSU’s criminal justice program is the only such program in North Carolina to hold ACJS certification.

FSU is rapidly becoming a center for research and technology. In spring 2010, the university, in conjunction with the University of North Carolina at Pembroke, cut the ribbon on the Southeastern North Carolina Regional Microanalytical and Imaging Center. The center is home to the electron microprobe, an advanced imaging tool that magnifies objects up to 300,000 times.

FSU is a partner in the community. The institution has formulated a strong relationship with the local municipality and with civic and social organizations in the area. The institution enjoys its partnership with its military neighbors. In the coming years, as a result of Base Realignment
and Closure (BRAC), Fort Bragg will be home to more than 50,000 soldiers and some of the nation’s top military brass. To address their educational needs, FSU has implemented a degree in intelligence studies with plans to offer more academic programs with the military in mind.

Students who come to FSU know they will be learning in a nurturing environment from some of the top scholars in their respective fields. As they matriculate, they know their degrees will prepare them to be 21st century global scholars, change agents, and contributing members of society.

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