Manager, IT Services

The Manager of Information Technology (IT) Services manages IT Services including labs, electronic classrooms, presentation rooms, and IT personnel including student workers.

• Manages equipment upgrades, maintains equipment, and supports computer facilities at all on-campus and/or remote sites.
• Leads, supports and facilitates student access to computer facilities on campus or remotely and supports remote users and satellite locations as assigned.
• Leads and supports systems and applications for students, faculty and staff.
• Supervises student support staff and or full-time staff.
• Leads and supports IT's technology service offerings for the University community.

• Performs all other duties as assigned.

Direct Reports:

• Full Time and Part Time Employees

Delegation of Work:

• Regularly assigns work to subordinate(s)

Supervision Given:

• Has primary responsibility for conducting performance evaluations and making recommendations for hiring and dismissing employees.

Required Education:

• Bachelor's degree in Information Technology or a related field

Required Experience:

• Minimum of three (3) years of related job experience

License/Certification:

• None required

• Management and leadership training

Knowledge:

• Knowledge of commonly used hardware, software, computing, telephony, network, multimedia, and video network services systems used in a higher education environment

Skills:

• Good technical skills
• Strong project management and time management skills
• Excellent interpersonal and communication skills

Abilities:

• Ability to lead a team and to delegate work
• Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community

Primary Work Location:

• Works in an office environment, a lobby customer service island or reception area, technology server room, classroom, training room, auditorium, and computer laboratory

Physical Demands:

• Work is normally performed in a typical interior work environment which does not subject the employee to any unpleasant elements
• Individual has discretion in relation to walking, standing etc., and has minimal exposure to physical risks
• Must have precise hand-eye coordination, good spatial awareness, and the ability to identify and distinguish colors
• May work occasionally in confined spaces or in high dangerous places
• May be exposed to the loud noise of many fans running for the server systems
• Must have the ability to move items of up to 100lbs
• May be asked to respond to problems or provide service after hours
• Expected to carry and respond to cell phone and/or pager at all times

Commitment to Excellence - UHD

• Demonstrates a commitment to competently perform his/her job duties and responsibilities within established time frames.
• Continuously strives to improve work performance.
• Accepts responsibility for his/her commitments to the university.
• Contributes to the success of the university by consistently providing quality results in the performance of his/her job duties and responsibilities.

Dependability

• Takes responsibility to accomplish job assignments within reasonable deadlines.
• Willing to accept new projects and/or commitments.
• Does due diligence to complete projects within specified timeframes and/or fulfill commitments.
• Arrives to work on time prepared and ready to contribute.

Flexibility

• Willingly adjusts to changing work assignments or conditions.
• Open to changes in operational procedures, technology, and/or organizational structure.
• Views changes as opportunities for learning and professional development.
• Displays a positive attitude to encourage others.
• Promptly responds to changes in work priorities and/or unexpected circumstances or situations.

Focus on Customer Service

• Focuses on customer's needs and expectations. (Customers can be students, external constituents, employees, or university guests.)
• Respectfully ascertains customer's needs and determines appropriate response.
• Promptly responds by providing requested information, takes appropriate action, or refers customer to appropriate individual or department.
• If further actions need to be taken, advises customers of realistic timeframes for a response to their request.
• Follows up with customers on outstanding requests in a timely manner.
• Tactfully explains to customers why their needs and/or expectations cannot be met if the university does not provide the requested information or services.

Integrity

• Demonstrates high ethical standards of conduct in the performance of his/her job duties and responsibilities.
• Accepts responsibility for his/her actions.
• Respects and complies with department and university policies, procedures, and work rules.

Problem Solving

• Formulates plans and strategies to proactively resolve anticipated problems.
• Prudently responds to unforeseen problems through careful consideration and analysis of problem and relevant information and circumstances.
• Recognizes and apprises appropriate university administrator when resolution requires senior management input and/or approval.

Proficiency

• Possesses required job skills and knowledge.
• Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.

Respect and Cooperation

• Treats others with courtesy, respect, and dignity in the workplace.
• Promotes cooperation through open and honest communications and consideration of others ideas, thoughts, and opinions.

Support Proficiency

• Possesses comprehensive knowledge and skills with multiple hardware and software systems.
• Effectively applies expertise to identify and troubleshoot user issues.
• Competent to install and configure new systems.
• Willing to share expertise and provide technical support to others.

Work Leadership

• Leads the work of assigned staff.
• Assigns projects and tasks with clear instructions and understanding of work to be performed.
• Mentors and guides by sharing expertise, knowledge of work rules and procedures, and best practices.
• Follows up to ensure tasks and projects are completed within reasonable timeframes.

Student Success Indirect Support

• Contributes to student success by assisting students with anything that supports their student experience, whether directly or indirectly.
• Helps students navigate their way through the different offices, programs, and services at the university and/or connects students with the appropriate party(ies).
• Connects students with services or resources that can help them with career exploration, goal selection, and ongoing academic assistance.
• Helps students build peer support networks.
• Encourages student participation in out-of-class activities.
• Provides encouragement and guidance to foster student success.
• Treats students with respect
• Maintains the learning environment to ensure quality and/or sound pedagogy.