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Overview

Provide leadership and supervision for a distributed Desktop Support team of 7–8 employees delivering end‑user IT services across FAS and SEAS academic and administrative units, including staffing, performance management, coaching, and professional development in accordance with University and union guidelines.

Oversee delivery of desktop, endpoint, and classroom-adjacent support services for faculty, staff, and instructional spaces, ensuring consistent service quality, adherence to established SLAs, and a high level of customer satisfaction.

Serve as the primary escalation point for Desktop Support operations, providing leadership during major service disruptions, system outages, vendor or supplier issues, and complex customer or personnel situations requiring managerial intervention.

Ensure compliance with Yale IT policies, security standards, and operational controls related to endpoint management, access, and data protection, while promoting the use of centrally supported and sustainable enterprise solutions.

Coordinate closely with Research Computing, AV, other support teams at Yale (HSIT, SOM, etc) and central IT partners to ensure clear service boundaries, effective handoffs, and minimal service disruption, while maintaining Desktop Support’s defined scope and responsibilities.

Drive continuous improvement of Desktop Support services through process refinement, staff training initiatives, documentation standards, and participation in departmental planning, communications, and service reviews

Required Skills and Abilities

1. Developed analytical, critical thinking, and problem-solving skills, with strong decision-making capabilities.
2. Proven ability to lead and manage staff, including hiring, training, and development.
3. Excellent interpersonal, written, and oral communication skills with the ability to interact effectively with various stakeholders.
4. Strong organizational skills with the ability to manage multiple complex projects and meet deadlines.
5. Proficiency in relevant technical and management tools, including MS Office Suite, project management software, and specific technical systems related to the role.

Principal Responsibilities

1. Provides supervision to a unit or group of operational or technical employees. 2. Establishes and delegates day-to day tasks to meet unit/department objectives. 3. Ensures compliance with department, University policies, procedures, and internal controls. 4. Ensures accountability and stewardship of operational, financial and staff resources in compliance with department & University standards. 5. Oversees and manages segments of larger projects, developmental trainings, presentations, and communications. 6. Provides coaching, training, and mentorship to level 1 and 2 staff and/or non-exempt staff. . Required Education and Experience Bachelor's Degree and four years of experience or equivalent education and experience. Skills and Abilities Developed analytical, critical thinking and problem-solving skills. Developed interpersonal, written, communication, presentation, and organizational skills. Proven ability to lead and manage staff. Proven expertise with systems analysis methods and techniques. Knowledge of commonly used concepts, practices, and procedures.

Job Posting Date

09/01/2026

Job Category

Manager

Bargaining Unit

NON

Compensation Grade

GS-3

Compensation Grade Profile

GS-3j

Salary Range

$97,500.00 - $146,250.00

Time Type

Full time

Duration Type

Staff

Work Model

On-site

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

Health Requirements

Certain positions have associated health requirements based on specific job responsibilities. These may include vaccinations, tests, or examinations, as required by law, regulation, or university policy.

Posting Disclaimer

Salary offers are determined by a candidate’s qualifications, experience, skills, and education in relation to the position requirements, along with the role’s grade profile and current internal and external market conditions.

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the position. Employees will be assigned specific job-related duties through  their hiring department.

The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Note

Yale University is a tobacco-free campus.