Supervisor, Technology Support Centers

Posting Details

I. JOB OVERVIEW

Job Description Summary:

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.

As the Supervisor, Technology Support Center, you will lead a team of technical support professionals delivering technology support across assigned university portfolios, including academic schools, administrative units, or executive offices. Leveraging technical expertise in endpoint and collaboration support, you will combine direct team leadership with operational oversight, participating in hands-on support as needed to resolve complex Tier II following initial triage by the IT Support Center. Based on the Foggy Bottom Campus with occasional travel to other GW locations, the position requires strong leadership, communication, customer service, and relationship-management skills, as well as the ability to work with urgency, professionalism, and discretion.

Primary Responsibilities

The position directly supervises two or more technical support personnel in a cross-functional technology support center and may provide shared oversight of senior technical staff in collaboration with functional managers. The position is responsible for workforce planning, scheduling personnel to ensure adequate support coverage, ticket management, reporting trends and metrics to leadership, and developing staff through coaching, mentoring, performance management, and hiring activities.

The position consults, trains, advises, documents, and informs faculty, staff, and students regarding endpoint technologies, collaboration tools, and related IT products and services. The Supervisor contributes to decisions regarding policies, procedures, service improvements, resource planning, and other activities that support the delivery of technology services. The position promotes excellent customer service, documentation development, cross-training, and knowledge sharing to ensure continuity of services, operational effectiveness, promote self-service, and a positive customer experience.

As a management position, the role is responsible for hiring, coaching, training, mentoring, managing performance, and determining future staffing needs while fostering a collaborative and customer-focused team environment. The role also collaborates with other supervisors and support teams to ensure consistent service delivery and operational support across GW.

This position may require occasional work outside normal business hours, including early mornings, evenings, weekends, and support for special events, executive activities, or other university operational 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.

Minimum Qualifications:

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.

Additional Required Licenses/Certifications/Posting Specific Minimum Qualifications: Preferred Qualifications:

• Strong communication, interpersonal, and customer service skills, with the ability to work effectively with executives, students, staff and faculty.
• Experience supporting enterprise-level technology solutions, including Windows and MacOS endpoints, Microsoft Office, Zoom, Google Workspace, classroom technologies, desktop imaging, network connectivity, and internal applications.
• Experience leading or providing functional supervision to technical support staff in a customer-focused service environment.
• Experience with incident management tools, service delivery practices, and ITSM methodologies.
• Experience supporting high-priority, time-sensitive, or executive-level technology requests while exercising sound judgment, professionalism, discretion, and confidentiality.
• Strong organizational, planning, stakeholder-management, and team leadership skills, with the ability to manage competing priorities. Preferred certifications include ITIL/ITSM, Six Sigma, HDI, or related certifications.

Hiring Range $70,068.63 - $111,965.33 GW Staff Approach to Pay

How is pay for new employees determined at GW?

Healthcare Benefits

GW offers a comprehensive benefit package that includes medical, dental, vision, life & disability insurance, time off & leave, retirement savings, tuition, well-being and various voluntary benefits. For program details and eligibility, please visit https://hr.gwu.edu/benefits-programs.

II. JOB DETAILS

Campus Location: Foggy Bottom, Washington, D.C. College/School/Department: GW IT Family Information Technology Sub-Family Tech Support/Service Delivery Stream Management Level Level 1 Full-Time/Part-Time: Full-Time Hours Per Week: 40 Work Schedule: Monday - Friday, 8am - 5pm Will this job require the employee to work on site? Yes Employee Onsite Status Hybrid Telework: Yes Required Background Check: Criminal History Screening, Education/Degree/Certifications Verification, Social Security Number Trace, and Sex Offender Registry Search Special Instructions to Applicants:

Employer will not sponsor for employment Visa status

Internal Applicants Only? No Posting Number: S014418 Job Open Date: 08/21/2026 Job Close Date: If temporary, grant funded, Sponsored Project funded or limited term appointment, position funded until: Background Screening Successful Completion of a Background Screening will be required as a condition of hire. EEO Statement:

The university is an Equal Employment Opportunity employer that does not unlawfully discriminate in any of its programs or activities on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or expression, or on any other basis prohibited by applicable law.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

• • Are you a current employee of The George Washington University?

• Yes

• No

• • For current GW employees, have you completed your Introductory Employment Period (IEP)? (As a reminder, employees in their IEP are not eligible to apply for other internal university staff and research positions until the IEP is complete.)

• Yes, IEP complete

• No, still in IEP

• N/a - not a current GW employee

• • What is your expected salary range?

(Open Ended Question)

• • What experience do you have with ITSM practices and tools such as BMC Helix or ServiceNow?

(Open Ended Question)

• • Briefly summarize your experience in technical support or IT service delivery, including your years of experience and any responsibilities beyond direct end-user support.

(Open Ended Question)

• • Please summarize your experience managing people or projects, as well as coordinating with IT teams and business partners to support technology services.

(Open Ended Question)

Documents needed to Apply

Required Documents

• Resume
• Cover Letter

Optional Documents