Information Technology Manager

The Manager IT Services leads a high-performing, frontline customer-support team in providing customer service excellence to a wide range of university stakeholders. Responsible for driving service quality and continuous service improvement for processes, procedures, support and services. This role is instrumental in building a best-in-class organization by ensuring the frontline team is responsive to the needs of a broad range of students, faculty, staff and other stakeholders. Ensures critical issues are tracked, managed, and escalated appropriately, and facilitates effective issue resolution in a timely manner. As part of the leadership team, cultivates ITS culture, values and behaviors.OculusIT is the higher education industry’s customer-centric, high-touch IT services partner of choice. We help institutions drive competitive advantage by empowering them with cost leadership, responsive and flexible IT solutions, managed ERP, security services, infrastructure services, and 24x7x365 support. This position will be responsible to support a higher education institution customer.Responsibilities:• Oversee the investigation, troubleshooting, resolution, and appropriate escalation of a range of technology-related incidents.• Ensure that all incidents and requests are tracked in the university IT ticket system.• Minimize repeat problems by supporting the usage, maintenance, and growth of the ITS knowledge base and self-service catalog.• Ensure delivery of the highest quality of service to a broad range of students, faculty, staff and other stakeholders by overseeing frontline customer support.• Monitor service performance of frontline staff, track, report service delivery metrics.• Provide IT staff with coaching, training, and feedback to encourage effective work behaviors.• Onboard, train and develop and oversee IT staff.• Establish, maintain relationships with campus community, partners, and vendors.• Contribute in cross-functional coordination, architecture discussions, and project planning in a highly collaborative environment.Requirements:• Deliver and support frontline customer service in a fast-paced environment.• Comply with and enforce pertinent policies, procedures, regulations, and requirements.• Customer service experience in IT or higher education technology environment.• Excellent organizational skills, able to set priorities and manage multiple projects.• Communication and interpersonal skills, with the ability to present the business side of technical topics to non-technical audiences, and persuasively and effectively interact with stakeholders and a broad range individuals and groups.• Specify and purchase IT equipment and services.• Establish and maintain relationships with technology vendors.• Train, and supervise IT staff, fostering a collaborative and high-performing team.• Represent IT to the university community and ensure positive and productive perceptions and experiences with IT staff and services.• Support and participate in the security of the university's IT systems and data.• Communicate and update stakeholders, build relationships, foster collaboration.• Interact with senior leadership and executives.• Support compliance with relevant IT regulations and standards.• Participate in IT projects, ensuring they are completed on time and within budget.• Communicate and manage IT change to the campus community.Skills and Experience:• Education: Bachelor’s degree in computer science, Information Systems, or a related field.• Experience: Experience in leading IT support teams, with a proven track record of success.• Technical Skills: Strong understanding of IT systems and services.• Strong leadership, communication, and interpersonal skills.• Work as part of a collaborative team and understand teamwork.• Project Management Skills: Participation in complex IT projects.• Change Management Skills: Communicate and manage expectations for IT change.• Budget Management Skills: Experience in managing IT expenses.• Vendor Management Skills: Experience in working with technology vendors.• Diagnostic, investigation and problem-solving skills.• Interpersonal, written, and verbal communication skills to work with a diverse group of technical and non-technical stakeholders and interact with professionalism.• Work collaboratively with diverse groups of students, faculty, and staff.• Adept in discretion and handling confidential information.• Capacity to exercise sound judgment in a fast-paced work environment.• Comfort with ambiguity and limited instruction when required.Physical requirements:• Ability to sustain computer work for long periods of time.• Sitting or standing for long periods of time as required.This job description describes the general nature and level of work required by the position. It is not intended to be an all-inclusive list of qualifications, skills, duties, responsibilities or working conditions of the job. The job description is subject to change with or without notice, and Management reserves the right to add, modify or remove any qualification or duty. Nothing in this job description changes the existing at-will employment relationship between the university and the employee occupying the position.