St. Ambrose University is seeking a Support Services Manager to lead IT support operations across our Davenport and Cedar Rapids campuses. This role unifies front-line help desk and desktop support into a single, well-coordinated function, with a strong focus on service structure, Zendesk ticketing, and workflow automation. The Manager ensures faculty, staff, and students receive timely, high-quality support while building a culture of accountability, collaboration, and continuous improvement. This position is based in Davenport.
Key Responsiblities
- Lead IT support operations across both campuses, ensuring consistent service quality and accountability
- Leverage Zendesk to expand automation, workflows, and knowledge resources to drive efficiency and proactive support
- Establish and enforce service-level expectations for ticket response and resolution times
- Supervise IT support staff; coordinate indirectly with student workers through staff leads
- Act as primary escalation point for Tier I/II issues and oversee ticket backlog management
- Partner with Infrastructure, Data/SIS, and other IT leaders to align cross-functional support and projects
- Drive process improvement and create a “one team” culture across both campuses
- Communicate proactively with faculty, staff, and students regarding service status and outages
Qualifications
- Bachelor’s degree in IT or related field, or 6 years of equivalent IT support leadership experience
- Demonstrated experience managing a help desk or technical support team
- Strong knowledge of ticketing systems (Zendesk preferred), workflow design, and reporting
- Excellent organizational and communication skills across technical and non-technical audience
- Proven ability to lead staff, prioritize demands, and enforce process standards
- Commitment to customer service and continuous improvement
Preferred
- Experience in higher education IT support
- Familiarity with Microsoft 365, Active Directory, and enterprise application support
- Background in workflow automation and service-level management
Benefits
- Competitive salary and comprehensive benefits package including health, dental, and vision insurance
- Retirement savings plan with employer match
- Tuition remission benefits
- Paid time off and holidays
- Opportunities for professional development and training
- A supportive and collaborative work environment
- Access to campus amenities, cultural events, and recreational facilities
At St. Ambrose University and its Mount Mercy campus, we are more than an institution of higher learning; we are a beacon for those seeking to impact the world significantly. Guided by our foundation beliefs and values, our mission and vision reflect our dedication to fostering an inclusive, ethical, and dynamic learning environment.
To Apply
Interested candidates should submit your resume, cover letter, and contact information for three professional references though our online application portal at https://stambroseuniv.applicantlist.com. Applications will be reviewed on a rolling basis until the position is filled.