Manager Technical Support

Unlock Learning for All:Here at Ellucian, we are motivated by a mission - power education so institutions can empower student success. We are the global market leader in EdTech for higher education, serving more than 2,900 customers and reaching over 22 million students in 50 countries. We are dedicated to helping higher education unlock learning for all by providing solutions that support the entire student lifecycle and deliver insights needed now and into the future.**Values Rooted in Purpose**We embrace the power to **lead**, the courage to **innovate**, and the determination to **grow**. At our core, we believe in **humanizing** our approach, recognizing that our people are our greatest strength. With a shared vision of **transformation**, we endeavor to shape a brighter future for higher education.About the Opportunity:Ellucian is seeking to hire a Manager, Information Technology to lead their End-User Support team within their Information Technology department. The End-User Support team in support of corporate information systems and end-user support is critical group at Ellucian. As the Support Manager for the Information Technology department, you will lead, manage and coach a team of high performing workers across LAC that support Ellucian workers. Partnership with the business at large is critical too. As a Support Manager, you will initiate and foster business partnerships with other departments and senior business executives. You will lead the prioritization, planning, delivery of projects for new support-management-related processes, dashboards, automations, and best practices. At Ellucian the Information Technology “Makes Ellucian Work Better.” This position is a critical piece of our department’s mantra.**Where you will make an impact**- By partnering and driving engagement with Ellucian business leadership to advise them and ensure that they can incorporate and exploit advanced IT solutions in their business strategies- Delivering high quality end user support for Ellucian- Serving as a talent manager to recruit, retain, and develop a team of IT professionals that serve as a pipeline of talent to our larger team and company- Supporting and constantly evolving the Ellucian collaboration platform strategy and deliver the enterprise collaboration solutions- Managing the day-to-day activities of the support management function, including budgets, staffing, administration, planning, and project status- By leading technology evaluations for end-user and collaboration solutions- Implementing and supporting information security processes and solutions in consultation with our policies and infosec team- Managing key technology vendor partnerships in a manner that represents Ellucian’s best interests- Developing and promoting common standards and methodologies in service management and end-user support- Understanding, recognizing, and supporting Ellucian's commitment to diversity, equity, and inclusion in managing your global workforce**What you will bring**- 5+ years of IT experience overall- 3+ years as an organizational and people leader- 3+ years of demonstrated success with service management / incident management / change management- Strong experience with service management platforms (ServiceNow preferred)- Demonstrated experience with ITIL as an operational framework to success in end-user support- Experience successfully leading projects/ initiatives that support business all the way up the organization ladder with strong negotiation, presentation and problem-solving skills.- Experience working in a fast-paced, dynamic environment on a broad range of technology projects and demonstrated learning agilityWhat makes #Ellucianlife:- Comprehensive health coverage: family major medical expenses, dental and life insurance.- Christmas bonus 30 days- Saving fund- Monthly food coupon- 15 workdays vacation- Thrive Flex Program that allows you to contribute towards your health, financial or learning interests- 5 charitable days to support the community that supports us- Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.- Parental leave- Employee referral bonuses to encourage the addition of great new people to the team- We Foster a learning culture with:- Tuition Reimbursement Assistance- Professional development opportunitiesLI-RB1LI-Hybrid