Lead a small to mid-level team of IT professionals in support of a unit's IT systems, technology and requirements. Ensures that unit's IT needs are effectively defined and resources are provided and maintained to meet those needs. Responsible for setting employee goals, assessing performance, providing feedback, and making pay recommendations. This position will interact on a consistent basis with: unit and OIT management and staff, vendors. This position typically will advise and counsel: unit management and staff. This position will supervise: unit IT staff.
Job Duty 1 -
Collaborates with unit management to gain understanding of functions administered; define type and extent of IT services required to support those functions. Keeps unit management informed regarding status and viability of unit systems.
Job Duty 2 -
Defines and establishes priorities for hardware and software support, maintenance, upgrades and replacements based on unit needs. Manages the integration and operation of networking, AV, security, disaster planning/recovery, email, and other internal IT business systems/programs in conjunction with OIT and campus systems.
Job Duty 3 -
Establishes IT related objectives and work plans; defines and delegates assignments to unit IT staff.
Job Duty 4 -
Monitors IT staff efforts in the installation and maintenance of unit IT hardware and software; evaluate staff performance and provide feedback.
Job Duty 5 -
Review and approve recommendations for additional programs and upgrades of existing programs.
Job Duty 6 -
Develop and maintain unit IT policies and procedures consistent with Institute policy. Develops SOPs and technical documentation.
Job Duty 7 -
Performs research and analysis and investigates possible IT solutions to unit functional issues. Provides consultation for highly complex IS/IT problems.
Job Duty 8 -
Responsible for project leadership and implementation.
Job Duty 9 -
Responsible for unit administration and assigned budgets.
Job Duty 10 -
Perform other duties as assigned
Bachelor's Degree in Computer Science, Information Technology or related field or equivalent combination of education and experience
Six to eight years of job related experience
Master's Degree in an IT discipline, Business, or related field
ITIL, ServiceNow, HDI
Five years or more of experience in customer support, customer service, call centers, or equivalent field. Experience managing technical resources and/or an IT service desk in higher education. Experience with ACD monitoring/reporting, and using customer support management tools (e.g. ServiceNow).
Experience leading customer service strategy initiatives which include managing campus partnership agreements, working directly with customers to identify needs and opportunities, ensuring all aspects of the customer experience are focused on providing best-in-class customer service excellence and are user-friendly, cost effective, timely and deliver expert support.
Possess strong leadership, consultative and communication skills (both verbal and written), analytical ability, decisiveness, and the ability to work effectively within a diverse environment
Proficient at implementing methodologies to improve first call resolution, escalation policies, and procedures, managing customer perceptions, and building strong internal relationships
Experience managing and monitoring the daily operations of an Enterprise Service Desk, directing staff to ensure that work teams are appropriately focused on achieving targeted performance levels by leveraging performance reports, analyzing information, implementing continuous improvement initiatives, including the effective use of knowledge management systems
Experience managing resources, including hiring, developing, and retaining high-performing staff, managing staffing levels, providing direct and timely performance feedback, and promoting a harmonious working climate conducive to maximum employee morale, productivity, and efficiency/effectiveness
Experience identifying, capturing, and providing reports on key service desk metrics and KPIs, as well as analyzing the information against the performance of individual/team activities to identify problem areas, devise and deliver solutions to enhance quality of service and to prevent future/repeat problems
Ability to react quickly to issues and act as an escalation point where difficult or controversial calls are received
Experience managing support for applications and infrastructure for enterprise systems, e.g. Active Directory, Adobe Creative Cloud, Banner, Office365, Workday, etc.
Knowledge of wireless network support, VPN, and Two-Factor Authentication
Experience with all aspects of account management, to include creation, access, and support.
Knowledge, Skills, & Abilities
This job requires advanced knowledge of and skills in the development, installation and maintenance of IT hardware and software applicable to assigned unit. Additionally, skills in project management, organization, communications and customer service are required.