General Information
| Payroll Title | PROGR ANL 3 SUPV | Title Code | 007274 | Grade/Step | 10 | Working Title | Manager, Services |
|---|---|---|---|---|---|---|---|
| Department Name | INACTIVE Student Aff Tech Svc | Supervisor | Enright, Deborah | Department Head | Smith, Robert Harold |
Payroll Title of those supervised
| Title Code | Description | FTE |
|---|---|---|
| 7276 | PROGR ANL 2 SUPV | 1 |
| 7275 | PROGR ANL 3 | 1 |
| 7277 | PROGR ANL 2 | 4 |
Special Requirements and Conditions
| Critical Position |
| Overtime |
Level of Supervision Received
| General Supervision |
Items Used
Position Purpose
| Under the general supervision of the Director of Security, Services and Infrastructure for the Vice Chancellor Student Affairs Technology Services, the Manager, Services (MS) is responsible for day-to-day operations and planning for three primary areas related to Information Technology: staff support, resident student support and system support. This includes but is not limited to hands-on management tasks involving; run-the-business, customer support and project delivery. This position supervises staff that is on duty 7x20x350 and requires frequent duty outside normal business hours. The MS provides direction and management for the team. The team consists of support technicians, a supervisor, part time student workers and contract personnel. The MS is part of an IT management team focused on creating and maintaining best-in-class mid-sized IT organization. The MS must be able to perform some IT application management tasks and support tasks hands-on and be conversant in a wide range of IT related tools in order to ensure that the organization is cost effective, implements best practices and plans/executes effectively. Examples include, but are not limited to: PowerShell, AD maintenance/management, simple SQL queries, reports, application configuration and technical writing. The MS is part of the Vice Chancellor Student Affairs Technology Services team, the second largest IT organization on campus, dedicated to creating a positive experience for our students and staff that serves our students. VCSA TS provides, manages, and supports all information and computing services and technology for the division of Student Affairs. This includes support for the Student Affairs Divisional Office, the Office of Undergraduate Admissions, the Office of the Registrar, the Financial Aid Office, the Dean of Students Office, the Career Center, the Student Health Services center, the Counseling and Psychological Services center, the Book Store, the Dining/C-Store operation, Student Recreation Center and Residential and Student Service Programs. In total VCSA supports more than 40 departments on campus. VCSA TS supports 20,000+ undergraduate admissions applications and tracks the registration and enrollment for all resulting admitted students. VCSA TS supports a wide range of student and service programs. It registers and supports over 800 student groups. It supports over 4,000 resident students and a day-to-day population of 24,000 customers. These offices oversee all areas of a students non-academic life. Applicants will be required to complete a pre-employment assessment on presentation skills as part of the selection process. |
Essential Functions
| Essential Function | % Time |
|---|---|
| People, Department, Budget, Planning and Management Team | 35 |
| VCSA TS depends on its people, planning and prudent budget management and executing projects successfully. The MS is responsible for three core areas of technology services and must execute in a planned, disciplined and deliberate way. This includes prudent uses of funds and transparency in tracking and decision-making. As part of the VCSA TS management team, the Manager, Services: Focus on customer service. Work cross functionally within VCSA TS, across the division's customers and often across the campus. Through the governance process, deliver projects on time with the expected value. Serve as a primary contact for third party managed security services vendor(s) for off hours response. Develop, respond to and maintain accurate Key Performance Indicators (KPI) to lead to a solid set of metrics that can drive efficient, customer oriented operation. Maximize the use of service desk management tools, principles and best practices to create and meet service goals. Plans and develops equipment, image and application standards. Leads setting the standards for PCs, laptops, printers, scanners and other user computing devices. Influences other key areas. Hire, train, motivate and retain talented staff. Develop and manage annual and quarterly goals. Oversee and implement the performance management process. Develop and track budgets for people, projects and equipment. Use department project management techniques to plan, execute and close projects. Perform all areas of responsibility within policy and applicable laws. Deliver and maintain a secure and compliant computing experience. Develop and participate in staff development, motivational and team-building events. Maintain a professional demeanor ââ¬â punctuality, professional attire Develop short term and long-term plans for people, processes, technology and budget. Participate in setting department and division strategies relating to technology, process and cost effectiveness. |
|
| Customer Service and Support | 35 |
| The MS supports customers that operate on a 7x20x350 basis. The Division has about 1,300 FTEs in over 40 departments and 4,000+ resident students and growing. The MS ensures good customer service and timely resolution to user problems. Handles trouble tickets for desktops, servers and networking. Manages ticket assignments and ticket load. Ensures the timely resolution of trouble tickets. Takes a proactive role in problem management strategies and works to ensure defined levels of proactive support for the division. Develops and implements strategies and plans for preventative maintenance. Improve productivity through a range of techniques. This includes but is not limited to: Automation, scripting, tool use, FAQ, remote assistance, training/staff development, processes and reporting/dash-boarding. Provides outage planning and incident management for the Division. This includes communication to stakeholders throughout the process. Focuses people, processes and resources on customer satisfaction. Develops corrective actions to resolve very complex customer complaints. This includes mocking up customer systems in an effort to reproduce and document reported issues Basic network administration (firewall, troubleshoot network connectivity, 802.11 wireless networks) Conceptualizes the design and modification of training programs to increase productivity and quality in customer satisfaction and employee productivity. Develop scripts, macros, reports, tools and aid in achieving customer support goals. Provide feedback to Software Services and Business Analysts to help VCSA TS produce better solutions for our customers Schedule classes and instructors Maintain lab hardware and software gaming, computing and printing labs/areas. Teach classes as appropriate Support events held by various organizations including Dinning, Conferences, Student Recreation Center, Student Life and others. Many of these events are nights and weekends. Work in a high-pressure circumstance or under hard time lines. Develop and manage problem solving capability. Ability to be resourceful and âfigure things out." Express opinions and influence effectively. Support drills, recovery exercises and policy development/reviews. |
|
| Application Management, Infrastructure Management and Project Management | 20 |
| The MS applies enterprise IT project management concepts to support, maintain and execute projects and maintain campus systems capable of supporting the Student Affairs division and at times the broader campus. The MS applies enterprise IT project management concepts to support, maintain and execute projects and maintain campus systems capable of supporting the Student Affairs division and at times the broader campus. MS actively participates in, manages and refines processes to: Lead and/or participate in project execution. Work with project team members, to determine design specifications, time lines, resources, risks, issues, budgets and priorities. Manage the completion of risk assessments, business continuity and disaster recovery plans. Work as the single point of contact between the project team and stakeholders. Manage the technical challenges of projects and new application development; identify, communicate, and manage levels of risk. Manage key initiating, planning, executing, monitoring and controlling, and closing processes. Organize and provide project leadership; provide innovative solutions to complex problems. Develop work break down structures and maintain accountability for project objectives. Evaluate requests for system enhancements and develop schedules for completion. Work independently with users to define concepts/problems, project scope. Drive and challenge business units on their assumptions of how they will successfully execute their plans and solve their business problems. Communicate key elements of one or more technology architectures to technical and business audiences. Create and maintain accurate complete project documentation. This includes use of VCSA TS ALM, project management tools, service management tools, following procedural requirements and creating a complete project record. |
|
| Other duties as assigned | 10 |
| The MS is part of a team charted to support the Student Affairs division and at times the broader campus. This will require performing a wide variety of tasks. MS actively participates in, manages and refines processes to: As part of the management team and being a leader of a department, perform a wide range of management, IT, user support, help desk and planning tasks. This, from time to time, may include odd or unusual tasks, like, but not limited to: clean-up days/tasks, team events, division events, special projects or hands-on work. Contribute to making VCSA TS a great team and a great place to work. Lead training sessions and best practices meetings to share learning with other team members. Consult on Information Technology - provide high-level software and/or hardware consulting and guidance to the campus community; assess needs; recommend solutions; forecast and plan for budgetary requirements. Serve as top-level technical contributor with technical proficiency of security, operating systems software, and hardware interrelationships. This may include handling off-hour incidents and service management. Provide advanced technical direction for systems with multiple tasks or interfaces, including responsibility for system integrity, recoverability, and controls. Perform other duties as assigned. |
|
Minimum Requirements
| Minimum Requirement | Display Ranking |
|---|---|
| 1 | |
| 3+ years Information Technology team building, staffing, user support and management experience. This will include creative and thoughtful approaches to managing technical talent as | |
| 2 | |
| 5+ years hands on experience with some aspect of IT operation (sys admin, developer, support analyst, network support, etc.) | |
| 3 | |
| Education and/or experience equivalent to a bachelor's degree in a computer science related field. | |
| 4 | |
| Ability and availability to work a fluctuating schedule and manage staff working 7x20x350 including the resulting need to work under pressure, changing priorities with limited or scarce resources during the schedule. | |
| 5 | |
| Ability to solve desktop problems and document standard approaches (FAQ and problem handling documents). | |
| 6 | |
| Experience configuring and administering enterprise applications including both commercial off the self and custom. | |
| 7 | |
| Skill in evaluating and analyzing complex concepts or knowledge of past discrepancies, trends, and relationships, and applying the concepts appropriately. This will include skill in evaluating the likely success of an idea in relation to the demands of the situation. | |
| 8 | |
| Skill in observing and evaluating the outcomes of a problem to identify the key issues or redirect efforts. This extends to a skill in determining needs and requirements to create a conceptual design. This specifically includes forming general rules or conclusions by combining separate pieces of information to infer a logical explanation for why a series of seemingly unrelated events occur together. | |
| 9 | |
| Superior skills to effectively and professionally communicate using tact and diplomacy with internal and external campus community including international visitors. This includes the ability to clearly and accurately express substance and nuance. | |
| 10 | |
| Demonstrated skill in process development, adherence and compliance programs. | |
Preferred Qualifications
| Preferred Qualification | Display Ranking |
|---|---|
| 1 | |
| Certifications in one or more of the following areas: PMP, CISSP, Microsoft Professional, ITIL or other enterprise IT certification. | |
| 2 | |
| 2+ years experience in a regulated environment, health care or life sciences preferred. | |
| 3 | |
| 3+ years with information security, preferably HIPAA, PCI or other regulated environment. Understanding of data privacy issues related to FERPA, HIPAA, CMIA and/or PCI. | |
| 4 | |
| Skill in setting priorities that accurately reflects the relative importance of job responsibilities | |
| 5 | |
| Ability to invite information, constructive criticism, and cooperation from others. | |
| 6 | |
| Skill in maintaining equanimity in the face of resistance or indifference. | |
| 7 | |
| Hands on skill and experience with one or more of the following: version control systems, enterprise content management systems, defect management systems, collaboration tools, requirements management tools, work break down structure management tools and business process management tools. | |
| 8 | |
| Skill in reading and understanding scientific and technical documents such as scientific publications, legislative and regulatory documents, and complex instructional procedures. | |
| 9 | |
| Skill to independently compose letters, memos, reports, and other written communication materials, for a variety of audiences, using correct spelling, grammar, punctuation, composition, text editing, and proofreading skills. | |
| 10 | |
| Hands on skills in one of more technical areas covered above, ideally some programming experience. | |
| Posted Position Purpose |
|---|
| IT Services Managers! Are you an IT Services professional that excels in a busy, customer oriented setting?
Do you have the skills to oversee an IT help desk staff and to ensure efficiency, reliability and overall performance of the help desk team? We are looking for a Manager for our busy Services Department to lead our team of diverse IT professionals in providing excellent customer service and timely resolution to user problems. The Services Manager is responsible for day-to-day operations and planning for three primary areas related to Information Technology: staff support, resident student support and system support. The Services Manager is an integral part of a rapidly growing Technical Services department that supports all information and computing services for the division of Student Affairs. We are looking for hard working, smart, and adaptable people who enjoy technical challenges and project successes. If you are an IT Services Manager looking for a dynamic, diverse, and rewarding environment, UCR is a great place for you.
Applicants will be required to complete a pre-employment assessment on presentation skills as part of the selection process. |
| Posted Minimum Requirements |
| 1. 3+ years Information Technology team building, staffing, user support and management experience. This will include creative and thoughtful approaches to managing technical talent as well as disciplined budget management practices. 2. 5+ years hands on experience with some aspect of IT operation (sys admin, developer, support analyst, network support, etc.) 3. Education and/or experience equivalent to a bachelor's degree in a computer science related field. 4. Ability and availability to work a fluctuating schedule and manage staff working 7x20x350 including the resulting need to work under pressure, changing priorities with limited or scarce resources during the schedule. 5. Ability to solve desktop problems and document standard approaches (FAQ and problem handling documents.) 6. Experience configuring and administering enterprise applications including both commercial off the self and custom. 7. Skill in evaluating and analyzing complex concepts or knowledge of past discrepancies, trends, and relationships, and applying the concepts appropriately. This will include skill in evaluating the likely success of an idea in relation to the demands of the situation. 8. Skill in observing and evaluating the outcomes of a problem to identify the key issues or redirect efforts. This extends to a skill in determining needs and requirements to create a conceptual design. This specifically includes forming general rules or conclusions by combining separate pieces of information to infer a logical explanation for why a series of seemingly unrelated events occur together. 9. Superior skills to effectively and professionally communicate using tact and diplomacy with internal and external campus community including international visitors. This includes the ability to clearly and accurately express substance and nuance. 10. Demonstrated skill in process development, adherence and compliance programs. |
| Posted Preferred Qualifications |
| 1. Certifications in one or more of the following areas: PMP, CISSP, Microsoft Professional, ITIL or other enterprise IT certification. 2. 2+ years experience in a regulated environment, health care or life sciences preferred. 3. 3+ years with information security, preferably HIPAA, PCI or other regulated environment. Understanding of data privacy issues related to FERPA, HIPAA, CMIA and/or PCI. 4. Skill in setting priorities that accurately reflects the relative importance of job responsibilities. 5. Ability to invite information, constructive criticism, and cooperation from others. 6. Skill in maintaining equanimity in the face of resistance or indifference. 7. Hands on skill and experience with one or more of the following: version control systems, enterprise content management systems, defect management systems, collaboration tools, requirements management tools, work break down structure management tools and business process management tools. 8. Skill in reading and understanding scientific and technical documents such as scientific publications, legislative and regulatory documents, and complex instructional procedures. 9. Skill to independently compose letters, memos, reports, and other written communication materials, for a variety of audiences, using correct spelling, grammar, punctuation, composition, text editing, and proofreading skills. 10. Hands on skills in one of more technical areas covered above, ideally some programming experience. |