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Manager, IT Services

Basic Position Information

Job Code: 3904

Title: Manager, IT Services

Department: User Support Services

Essential Personnel: N

Job Family: Technology Services

Job Sub-Family: User Support

FLSA Classification: E

Job Grade: 16

Grade Min: $65,866

Grade Mid: $79,040

UHD Succession Plan: N/A

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 of Information Technology (IT) Services manages the technical support function for faculty, staff, and students on-campus and at remote sites relating to hardware, software, computing, telephony, network, multimedia, and video network services. The Manager also manages the provision of classroom and lab support.

Duties

  • Provides technical support for faculty, staff, and students, troubleshooting all technical problems related to hardware, software, computing, telephony, network, multimedia, video network services; provides classroom and lab support
  • Manages full time and part time technical staff, providing training, guidance, and assistance as required
  • Assists with all IT Service Desk issues and customer services support for Commerce Street Building
  • Oversees the hardware and software Inventory for Commerce Street Building
  • Works closely with the Capital Property Custodian Manager to ensure that all assets are accounted for and distributed to faculty, staff, and students following the correct protocols and with annual audits
  • Serves as liaison for the College of Public Service, providing IT assistance, recommendations, and solutions as required
  • Manages and supports all assigned technical projects
  • Manages and oversees technical support for all users at remote sites; serves as the IT Liaison for all technology services at the remote sites; monitors, coordinates, and delegates all help desk issues and customer service support for remote sites
  • Manages operations of all IT computer labs, electronic classrooms, and other IT facilities on campus
  • Serves as on-call information technology officer after hours

Marginal Duties

  • Performs all other duties as assigned.

Supervisory Responsibilities

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.

Qualifications

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

Preferred Qualifications

  • Management and leadership training is preferred

Knowledge, Skills and Abilities

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

Work Location and Physical Demands

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

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.

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.

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

Last updated 4/27/2022 6:11 AM