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Manager, Computing Operations

Basic Position Information

Job Code: 4003

Title: Manager, Computing Operations

Department: Computing, Telecom & Video Net

Essential Personnel: Y

Job Family: Technology Services

Job Sub-Family: Computing / Telecom

FLSA Classification: NE

Job Grade: 16

Grade Min: $65,866

Grade Mid: $79,040

UHD Succession Plan: N

Criticality of Position: N/A

Career Ladder: In-Range

Campus Security Authority: Y

Screening Committee: N

Motor Vehicle Record Check: N

Job Summary

The Manager, Computing Operations manages the staff and daily operations to include computer installation, repairs, deliveries, equipment life-cycle and inventory management.

Duties

  • Delegates work assignments to staff, including, but not limited to, the Desktop Delivery Project, Satellite Upgrade Project, departmental moves, registration setups, and work orders; inspects the work before it gets handed over to the relevant departments and users.
  • Oversees customer service requests and help desk tickets for the Operations, Telecommunications, and Video Network Services groups, ensuring that calls are addressed promptly and according to their priority level.
  • Provides training in the installation, diagnostics, and repair of all computer equipment. Recommends, evaluates and implements procedures to improve computing operations.
  • Performs quality control checks on help desk tickets to ensure processes and procedures are followed.
  • Provides quotes for printers and scanners; orders toner and paper as necessary and reconciles orders
  • Oversees the preparation of computer equipment for IT surplus store, donations and salvage and recycle
  • Oversees IT equipment inventory and end of year consumables reporting.
  • Approves timesheets for full-time staff and student workers; performs annual evaluations on full-time staff.

Marginal Duties

  • Performs all other duties as assigned

Supervisory Responsibilities

Direct Reports:

  • Full Time Employees and student workers

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.

Qualifications

Required Education:

  • Associate degree, 60 hours of college course work, or vocational training in a related field

Required Experience:

  • Minimum of four (4) years of related job experience and some supervisory experience

License/Certification:

  • Must maintain a valid, current driver's license

Preferred Qualifications

  • Bachelor's degree in Management Information Systems, Computer Systems Management, or a related field. Comptia A+ and Comptia N+ certification is preferred.

Knowledge, Skills and Abilities

Knowledge:

  • Knowledge of industry trends

Skills:

  • Good communication skills
  • Strong analytical and problem solving skills

Abilities:

  • Ability to manage and train people
  • Ability to effectively communicate with a wide range of individuals and constituencies in a diverse community

Work Location and Physical Demands

Primary Work Location:

  • Work is normally performed in university offices, classrooms, and labs, but also requires some split office, satellite lab, and workbench locations

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.
  • May have occasional exposure to inclement weather conditions and to extreme temperatures
  • Must have good spatial awareness, precise hand-eye coordination, and the ability to identify and distinguish colors
  • 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
  • Occasionally works early and/or late hours to include weekends
  • May be required to gain forklift certification

Position Specific Competencies

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.

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.

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.

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.

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.

Operations Management

  • Manages department or section operations consistent with department/section goals and objectives.
  • Administers the department/section budget ensuring effective utilization of financial resources and appropriate disbursement of funds.
  • Fosters a cooperative and productive work environment through motivation, encouragement, and mentorship of staff.
  • Ensures department/section compliance with university and department policies, procedures, and work rules.
  • Keeps management apprised of department/section activities and issues requiring senior management input.

Supervision

  • Supervises the work of staff employees.
  • Sets clear goals and expectations within reasonable timeframes.
  • Motivates staff through constructive feedback, challenging assignments, and recognition of achievements.
  • Provides mentorship and guidance by sharing expertise and best practices.
  • Supports staff by providing essential resources, professional development opportunities, and open communication.
  • Promptly addresses performance issues with appropriate measures and discretion.

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.

Instruction/Training

  • Demonstrates the ability to orally convey subject or message clearly and concisely to the intended audience.
  • Generates interest and enthusiasm in the subject or message from the participants.
  • Responds to participants' reactions or comments, and adjusts delivery style and/or format of presentation as needed.
  • Possesses a thorough understanding of the subject or topic to provide practical responses to questions or issues.
  • Displays applicable visuals and provides appropriate written materials to support the presentation.

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.

Equipment Operation

  • Demonstrates the essential skills required to use equipment and tools needed to perform job duties and responsibilities.
  • Follows maintenance and operation procedures and safety rules to minimize equipment malfunctions and prevent personal injuries.

This job description may not encompass all duties and responsibilities associated with the position.

Last updated 4/27/2022 6:11 AM