Manager, Digital Workspace Support

About this role

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ON-SITE The University of Miami’s UMIT Department has an exciting opportunity for a full-time Manager, Digital Workspace Support to work in Coral Gables, Florida.

The Manager, Digital Workspace Support oversees the support and ongoing operation of the University’s digital workspace tools, ensuring reliable, secure, and effective use of enterprise systems that enable communication, collaboration, productivity, and information sharing. This role manages daily service delivery, access administration, incident response, user support, and continuous improvement for platforms such as email, cloud-based collaboration, videoconferencing, file storage, data collection, monitoring, and security tools. The incumbent partners with senior university leadership and IT stakeholders to identify needs, establish support procedures, evaluate emerging technologies, and align digital workspace services with organizational strategy, security requirements, and the evolving needs of faculty, staff, and students.

Core Responsibilities: • Designs improved work systems by revising work standards, policies,   and procedures, employee work   method   and   utilization , and staffing levels.

• Plays an integral role in the hire , training, c ounseling, and development   of   staff .

• Contributes to the formulation of department-wide management and technical policies.

• Develops   and   maintain s   a professional development and training plan for staff.

• Confers   with and   advise s   subordinates of   technical problems and solutions, task prioritization, and   support   methodology .

• Prepares activity and progress reports   reg arding   group responsibiliti es .

• Serves as a point of contact for the executive management team on   department initiatives.

• Ensures a consistently   high level   of customer service throughout the department   by creating   app ropriate   service   standards,   regular observation ,   and mentoring   department personnel.

• Develops, documents, and   modifies   guidelines and   procedures to promote efficiency within the unit.

• Works   directly with faculty, students, and   senior administrators to   identify   and address   emerging   technology needs.

• Administers and coordinates all functions and services for assigned information technology projects.

• Supervises   the performance of unit supervisors and staff.

• Administers and processes staff performance appraisals.

• Makes recommendations to IT leadership, peers,   and subordinates to improve the working environment .

• Establishes and continuously assesses the effectiveness of the internal controls within the unit and   compliance with   University   policies and procedures.

• Ensures employees are trained on controls within   the function and on   University   policy and procedures.  

Department Specific Functions • Oversees Tier 2 support for enterprise digital workspace systems, including email, collaboration, videoconferencing, cloud file storage, data collection, security, and related communication platforms.

• Manages the resolution of escalated incidents and service requests for systems such as Microsoft 365, Google Workspace, Zoom, Box, Qualtrics, and other supported digital workspace tools.

• Provides technical direction and guidance to support staff in troubleshooting complex issues,   identifying   root causes, implementing solutions, and escalating to engineering, security, or vendor teams when   appropriate .

• Ensures the health, reliability, and continuity of supported digital workspace services by monitoring service performance, reviewing support trends, and coordinating corrective actions.

• Oversees access administration and support processes, including account provisioning, access changes, deprovisioning, permissions, license assignment, and compliance with   University   policies and procedures.

• Partners with Tier 1 support, engineering teams, information security, vendors, and campus stakeholders to coordinate incident response, service restoration, change implementation, and user communications.

• Maintains knowledge of supported platforms and product changes, evaluates the support impact of new features or system updates, and prepares the support team for releases and service changes.

• Develops, documents, and improves procedures, knowledge articles, escalation paths, and support standards to promote consistent and effective service delivery.

• Reviews support metrics, incident volumes, recurring issues, and customer feedback to   identify   opportunities for service improvement, training, automation, and process refinement.

• Coordinates communication and adoption support for digital workspace tools by contributing to user guidance, service announcements, training materials, and change readiness activities.

• Oversees vendor support engagement for escalated technical issues, service disruptions, product defects, and support-related commitments.

• Supervises, trains, mentors, and evaluates technical support staff responsible for Tier 2 digital workspace support.

• Ensures employees are trained   on   applicable controls, service procedures, support expectations, and University policies and procedures.  

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

MINIMUM QUALIFICATIONS • Experience   supporting digital workspace systems   required

• Experience supervising service or help desk employees preferred

• Bachelor’s degree in relevant field

• Minimum 5 years of relevant experience

• Knowledge of business and management principles.

• Ability to direct, manage, implement, and evaluate departm

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