Department: Information Technology
Classification: Info Technology Mgr 1
Job Category: Classified Staff
Job Type: Full-Time
Work Schedule: Full-time (1.0 FTE, 40 hrs/wk)
Location: Fairfax, VA
Workplace Type: On Site Required
Sponsorship Eligibility: Not eligible for visa sponsorship
Pay Band: 06
Salary: Salary commensurate with education and experience
Criminal Background Check: Yes
About the Department:
Information Technology Services (ITS) provides superior technology and collaborative solutions that inspire life changing learning and success for our students and the entire Mason community. ITS works transparently to drive excellence in teaching, research, and administrative operations.
The primary purpose of the Classroom & Desktop Support Services team is to ensure reliable, responsive, and high-quality technical support for the university's academic and administrative environments. The team is responsible for maintaining and supporting classroom technology, instructional spaces, and desktop computing environments across multiple campuses. By delivering hands-on assistance, proactive maintenance, and timely troubleshooting, the team helps faculty, staff, and students effectively use technology to support teaching, learning, and day-to-day operations. Their work plays a critical role in sustaining a seamless, technology-enabled campus experience.
About the Position:
The Classroom and Desktop Support Manager is responsible for overseeing both desktop and classroom technology support across the university. This role includes managing a diverse team responsible for providing desktop computing support, as well as maintaining and troubleshooting classroom audiovisual systems. The manager will ensure efficient service delivery, customer satisfaction, and strategic planning for technology infrastructure in learning environments and across desktop services.
Responsibilities:
Management and Supervision
- Leads and manages teams responsible for desktop and classroom support across the university's Fairfax campus, overseeing both technical and operational aspects;
- Supervises staff supporting Windows, Mac, AV systems, and VIP Support;
- Ensures timely and high-quality delivery of support services, including repairs, installations, and troubleshooting for both classroom and desktop systems;
- Oversees staff performance, including hiring, training, and conducting performance evaluations;
- Develops goals and ensure staff meet service standards;
- Manages workload distribution to balance tasks and ensure all service level agreements (SLAs) are met; and
- Provides mentorship and technical guidance to staff, ensuring consistent skill development and professional growth.
Technical Operations and Classroom Support
- Oversees the installation, maintenance, and troubleshooting of classroom technology, including audiovisual systems such as projectors, control processors, and videoconferencing tools;
- Manages desktop support operations, including the configuration and maintenance of Windows and Mac systems, as well as peripherals and networking;
- Acts as the escalation point for complex technical issues, ensuring that all incidents are resolved efficiently;
- Coordinates with the Learning Space Design team and other departments to ensure classroom and lab spaces are equipped with up-to-date technologies; and
- Tests and deploys new endpoint devices and/or similar technologies as needed for both classroom and desktop environments.
Strategic Planning and Collaboration
- Works with senior leadership to develop long term strategies for technology implementation across the university;
- Collaborates with other ITS units and departments to ensure cohesive technology support and integration across both classroom and desktop environments;
- Leads or participates in various university wide projects, including upgrades to classroom technology and enhancements to desktop services; and
- Contributes to budgeting processes, managing departmental expenditures, forecasting future technology needs, and proposing additional funding as necessary.
Customer Service and Outreach
- Implements customer service improvement initiatives for both classroom and desktop support teams, ensuring continuous feedback collection through surveys and outreach programs;
- Ensures the highest levels of customer satisfaction, providing timely follow ups and resolving any service-related concerns;
- Develops and maintains service documentation, ensuring clarity in troubleshooting processes for both internal teams and customers; and
- Conducts training for faculty and staff on the use of classroom and desktop technologies, ensuring users can operate the systems effectively.
Budget Management and Reporting
- Manages the budget for both desktop and classroom support units, ensuring responsible financial planning and adherence to allocated budgets; and
- Prepares reports on department performance, service levels, and financial status, presenting findings to university leadership and recommending improvements or additional investments.
Required Qualifications:
- Associate's degree in related field or the equivalent combination of education and experience;
- Progressively responsible experience in technology support services, including desktop and audiovisual system management;
- Considerable (3-5 years) higher education experience;
- Demonstrated supervisory experience managing technical teams, including performance management and staff development;
- Experience with desktop and AV technologies;
- Experience working with enterprise ITSM platforms (e.g., TeamDynamix, ServiceNow);
- Strong technical knowledge in technology support services, including desktop and audiovisual system management;
- Familiarity with both desktop and classroom technologies in higher education environments;
- Proven leadership, organizational, and project management abilities; and
- Excellent communication and customer service skills, with a commitment to enhancing user experience.
Preferred Qualifications:
- Bachelor's degree in related field;
- Information Technology Infrastructure Library (ITIL) certification;
- Experience in a service-oriented environment; and
- Experience in budget management and strategic planning.
Instructions to Applicants:
For full consideration, applicants must apply for Classroom and Desktop Support Manager at https://jobs.gmu.edu/. Complete and submit the online application to include three professional references with contact information, and provide a Cover Letter/Letter of Intent with Resume for review.
Posting Open Date: September 18 2025
Posting Close Date: October 6, 2025
Open Until Filled: No
George Mason University
Sep 19, 2025