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
The Manager, Computing Operations manages the staff and daily operations to include computer installation, repairs, deliveries, equipment life-cycle and inventory management.
- 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.
- Performs all other duties as assigned
- Full Time Employees and student workers
Delegation of Work:
- Regularly assigns work to subordinate(s)
- Has primary responsibility for conducting performance evaluations and making recommendations for hiring and dismissing employees.
- Associate degree, 60 hours of college course work, or vocational training in a related field
- Minimum of four (4) years of related job experience and some supervisory experience
- Must maintain a valid, current driver's license
- 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 of industry trends
- Good communication skills
- Strong analytical and problem solving skills
- 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
- 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.
- 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.
- Possesses required job skills and knowledge.
- Demonstrates the ability to apply those skills and knowledge to competently perform his/her job duties and assignments.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
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.
This job description may not encompass all duties and responsibilities associated with the position.