Supervisor, Technology Support Centers

Located in the heart of our nation's capital, The George Washington University brings together diverse communities to spark creativity, advance discovery, and drive global impact. In support of this mission, GW IT builds the modern foundation for excellence by serving as a strategic partner driving enterprise digital transformation, expanding research capabilities, and safely pioneering disruptive technologies. We are looking for talented, curious, and forward-thinking professionals to join our high-performing team as we prepare the next generation of resilient leaders and build the foundation for GW's future.

GW Information Technology is the chief provider of technology services and applications at GW. The area partners with all key stakeholders across GW to equip students, faculty, and staff with the technology and tools necessary to achieve academic excellence. This position works within GW Information Technology and ensures collaboration with both University stakeholders and external vendors.

This position directly supervises two or more technical support personnel, typically in a cross-functional technology support center or other call/walk in environment. In addition to providing direct supervision to technical support personnel, this position may provide shared oversight of work for other senior technical positions in collaboration with the functional managers. This position is responsible for scheduling personnel for adequate technical support coverage, for ticket management, and for reporting trends/and metrics to leadership. This role works to enhance customer service with the school or administrative constituents of the technology support center, and to set/maintain/improve efficiencies and service level agreements. This position also consults, trains, advises, documents, and informs faculty, staff, and students regarding information technology infrastructures, products, and services. Additional responsibilities include assisting in and contributing to decisions regarding policies and procedures, research, planning, and developing activities in the functional area, and contributing to managerial organizational planning. This is a management position at the university that, in addition to leading a work unit, leads and supervises staff directly, makes hiring decisions, provides coaching, training and mentoring, manages performance and determines future staffing needs.

Performs other related duties as assigned. The omission of specific duties does not preclude the supervisor from assigning duties that are logically related to the position.

Qualified candidates will hold a high school diploma/ GED plus 4 years of relevant professional experience, or, a Bachelor's degree or higher in a relevant area of study. Degree must be conferred by the start date of the position. Degree requirements may be substituted with an equivalent combination of education, training and experience.

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