Manager, Information Technology (IT Service Desk)

Position Details

Requisition Number

S976P

Home Org Name

Office of Information Technology

Division Name

Chief InfoOffice and InfoTechnology

Position Title

Manager, Information Technology (IT Service Desk)

Job Class Code

MA04

Appointment Status

Full-time

Part-time FTE

Limited Term

No

Limited Term Length

Job Summary

The Office of Information Technology ( OIT ) is seeking applicants for the position of Manager, IT Service Desk. Reporting to the Director, IT Service Delivery, this position is responsible for the leadership of a dynamic and diverse team of IT specialists, management and coordination of urgent and complicated support issues, and acts as an escalation point for all requests and incidents for the central Service Desk of an R1 research University.

Essential Functions

1. Manages and coordinates the day-to-day operations of the central IT Service Desk at a R1 university.
2. Develops strategies for project management and team management consistent with Auburn University and OIT policies and procedures.
3. Provides recommendations to upper management and has direct responsibility for project and/or unit management, human resources, mentoring, and budget administration. Leads and supervises a diverse Service Desk team.
4. Customer-service oriented with a problem-solving attitude; excellent analytical and troubleshooting skills.
5. Manages escalations and ensures incidents are resolved in a timely manner.
6. Maintains and develops relationships with both internal and external constituents.
7. Manages both complex and routine projects. Frequently interfaces with constituents, including management and/or internal teams to ensure quality, timeliness, and testing of all project/release work.
8. Seeks to automate and integrate applications and business processes to streamline risk management and operational activities.

Education Level

Bachelor's degree from an accredited institution

Field of Study

Business Administration, Management, Computer Engineering, Computer Science, Information Systems or related field. Other fields of study considered with proven experience.

Years of Experience

5

Area of Experience

Project and operations management to include team leadership skills including motivating team and group processes, team collaboration, empowering, coaching, mentoring, training, ethical integrity, championing diversity and inclusiveness, and supervising staff. Ability to translate specific strategic information into operational programs. Industry-related skills to include knowledge of the IT industry and trends, knowledge of IT security regulations, and proficiency in ITIL .

Requirements for Additional Job Levels

Education Level

Field of Study

Years of Experience

When a candidate has the required education, but lacks the required experience, they may normally apply additional appropriate education toward the experience requirement, at a rate of one (1) year relevant education per year of required experience.

Area of Experience

Requirements for Additional Job Levels

Minimum Skills and Abilities

• Knowledge of information technology principles and applications, computer system management methodologies and new technologies.
• Strong customer service skills and experience in support of IT resources in academia.
• Ability to work well under pressure in a dynamic and robust IT environment.
• Experience planning, assigning, and/or supervising the work of others.
• Excellent verbal and written communication skills.

Minimum Technology Skills

Minimum License and Certifications

Desired Qualifications

• Proven background in implementation of sound procedures for service delivery based upon University policies and industry best practices.
• Experience with ITIL based incident management system, such as ServiceNow.
• Proficient in Incident Management templates and workflows.
• Experience managing timecards, schedules, and requests with Kronos or similar timekeeping application.
• Familiarity with Connect, AU Financial systems, and University budgeting.
• In-depth knowledge of FERPA .
• Strong background in remote support, collaboration with a diverse client group, and providing instructions to a non-technical audience.
• Knowledge of multifactor authentication technologies and administration.
• Experience in operational metrics and report generation.
• Proven supervisory experience with a large, diverse team.
• Competency in empathy, incident analysis, prioritization, effective communication, and emotional intelligence.

Salary Grade

37

Salary Range

$68,700 - $114,500

Job Category

Information Systems/Technology

Working Hours if Non-Traditional

On-call hours are expected, including evenings and weekends.

City position is located in:

Auburn

State position is located:

Alabama

List any hazardous conditions or physical demands required by this position

Posting Date

07/27/2021

Closing Date

EEO Statement

A commitment to an inclusive and diverse campus environment is required. Women, underrepresented groups, individuals with disabilities and veterans are encouraged to apply.

AUBURN UNIVERSITY IS AN AFFIRMATIVE ACTION / EQUAL OPPORTUNITY EMPLOYER . It is our policy to provide equal employment opportunities for all individuals without regard to race, sex, religion, color, national origin, age, disability, protected veteran status, genetic information, sexual orientation, gender identity, or any other classification protected by applicable law.

Special Instructions to Applicants

Auburn University is one of the nation’s premier public land-grant institutions. In 2020, it was ranked 44th among public universities by U.S. News and World Report. Auburn maintains high levels of research activity and high standards for teaching excellence, offering Bachelor’s, Master’s, Educational Specialist, and Doctor’s degrees in agriculture and engineering, the professions, and the arts and sciences. Its 2019 enrollment of 30,460 students includes 24,594 undergraduates and 5,866 graduate and professional students. Organized into twelve academic colleges and schools, Auburn’s 1,643 instructional faculty members—87% of whom are employed full-time—offer more than 200 educational programs. The University is nationally recognized for its commitment to academic excellence, its positive work environment, its student engagement, and its beautiful campus.

Auburn residents enjoy a thriving community, recognized as one of the “best small towns in America,” with moderate climate and easy access to major cities or to beach and mountain recreational facilities. Situated along the rapidly developing I-85 corridor between Atlanta, Georgia, and Montgomery, Alabama, the combined Auburn-Opelika-Columbus statistical area has a population of over 500,000, with excellent public school systems and regional medical centers.

Auburn University is committed to providing a comprehensive employee benefits package that attracts and retains talent to further the University’s mission and contributes to the personal and financial well-being of employees and their families. Employee Benefits include: Health Insurance, Dental Insurance, Vision Care, Cancer Insurance, Life Insurance/Personal Accident Coverage, Disability Group & Supplemental Plans, Flexible Spending Account Plan, and Mandatory and Voluntary Retirement Plans, Auburn University Federal Credit Union, Bookstore Discounts, Tiger Perks discounts on dining, shopping and entertainment, Travel Assistance (Domestic and International), and Educational Improvements for Employees and Dependents.

Quick Link for Internal Postings

https://www.auemployment.com/postings/24170
Documents Needed to Apply
Required Documents

1. Resume
2. Cover Letter

Optional Documents

1. Letter of Recommendation
2. Other
3. Other Documentation

Supplemental Questions

Required fields are indicated with an asterisk (*).

1. * Please provide how you first became aware of this opportunity. Your response helps us determine how we can more effectively reach our candidates.
   
   (Open Ended Question)
   
   
2. * Do you have 5 years of related work experience?
   • Yes
   • No