Job No. 521045 Information Technology Support Services Manager

CLASSIFICATION TITLE: Administrator I

UNION CODE: M80

FT/PT: Full-time

PAY PLAN: 12-month

ANCTICIPATED HIRING RANGE: $6,000 - $7,200

However, offer amount will be commensurate with candidate's experience, education, skills, and training.

CSU CLASSIFICATION SALARY RANGE: $3,750 - $11,146

PAY BASIS: Monthly

BENEFITS: CSUB offers a best-in-class benefit package for eligible employees that includes an array of medical plans, choice of dental plans, vision coverage, retirement participation in CalPERS, CSU tuition waiver, up to 24 vacation days per year, sick leave with unlimited accrual, 14 paid holidays per year and more! See our benefits website for additional information.

CANDIDATES ELIGIBLE TO APPLY: Open to all qualified applicants

SPECIAL INSTRUCTIONS TO APPLICANT:

FOR PRIORITY CONSIDERATION, applications must be received by November 27, 2022; however, the position will remain open until filled.

CSU requires faculty, staff, and students who are accessing campus facilities to be immunized against COVID-19 or declare a medical or religious exemption from doing so. Any candidates advanced in a currently open search process should be prepared to comply with this requirement. The systemwide policy can be found at CSU Vaccination Policy [calstate.policystat.com] and questions may be sent to hr@campus.edu.

POSITION PURPOSE: Information Technology Services (ITS) is CSU Bakersfield's central IT organization, providing computing, infrastructure, telecommunications and support for the teaching, learning, research, business, and outreach activities of the University. Under administrative direction of the Director, IT Support Services, the Support Services Manager, within Information Technology Services (ITS), provides general supervision and operational oversight of the Support Services team. Responsibilities include management of staff and service areas that focus on the delivery of technology services to the campus. These services include but are not limited to: Academic Technology Support, Desktop Support, Account Management, Business Applications and Standardization, Service Center management, Computer Purchasing, and Asset Management. The Support Services Manager leads a staff of about 9-12 professionals to create and maintain appropriate technology to support the services and support areas. In collaboration with other managers and directors, the Support Services Manager works to provide best in class customer experience, as well as efforts and initiatives of ITS. The Support Services Manager also works in close association with other members of the campus.

DUTIES & RESPONSIBILITIES:

A. Technology Support Services

• Deliver technology platforms, tools and services empowering campus personnel to maximize their technology investment.
• Provide guidance and direction to application administrators to maintain service continuity and continual improvement to further IT and campus wide initiatives.
• Help establish and document employee policies and processes for the support services team, collaborating with upper management to ensure divisional needs are met.
• Provide guiding consultation with process workflow and communication, such as workflow and document management tools (e.g., ServiceNow, Office365, and collaboration spaces).
• Provide direct desktop support via incident and problem management, lifecycle management, and establishing standardized purchasing program.
• Maintain and report on all IT managed assets for faculty, staff, students, and loaner program(s).
• Lead campus-wide projects that impact the areas supported by the Support Services team.

B. Academic and Instructional Space Support

• Manage Audio/Visual equipment systems in instructional spaces.
• Assist with design requirements for media equipment.
• Aid faculty with use and support of Smart Classrooms.
• Troubleshoot technical issues to ensure instructors can teach effectively.
• Provide documentation and guidance for Smart Classroom Operation.
• Ensure support tickets are in place for the work that is performed and are completed based on the requirements of the service.
• Maintain remote management and operation tools for AV equipment.

C. Leadership and Supervision

• Directly supervise staff through selecting, training, evaluating, and disciplining as needed.
• Provide day to day operational leadership for staff and student team members through planning, organizing, and directing others in their work while providing leadership and encouragement of staff growth, cross-curricular experiences, and increased responsibilities as needed.
• Regularly meet with full time staff and student staff to mentor and coach as needed.
• Promote open communication and transparency in a manner that builds relationships and trust.
• Understand services, develop metrics, KPIs, and provide continuous improvement for service life cycles.

D. Disaster Recovery Worker

• All MPP employees are considered Disaster Service Workers, (CA Gov. Code Section 3100), and are required to attend trainings and possibly hold a position in the CSUB Emergency Operations Center (EOC), as assigned.

REQUIRED QUALIFICATIONS:

EDUCATION & EXPERIENCE – Graduation from a four-year college or university. Minimum of three (3) years of technical and progressively responsible experience within client services, educational technology, software licensing management/development and/or hardware lifecycle management and purchasing negotiations. Experience developing and setting standards for end user and campus technology required.

LICENSES, CERTIFICATES, CREDENTIALS: Possession of a valid driver's license or the ability to obtain by date of hire.

SKILLS, KNOWLEDGE & ABILITIES (SKA's) –

• Regular and reliable attendance is required.
• Solid working knowledge of Technology Industry Standards such as ISO 20000, ITIL, and Lean IT.
• Demonstrated knowledge of ITIL or ITSM principles or excellent customer service experience.
• Ability to use support ticketing systems (e.g., Remedy, ServiceNow).
• Experience supporting applications – user, security, workflow, integration with other systems.
• Ability to troubleshoot, diagnose, and compete hardware repairs for Windows, Mac, and iOS devices.
• Ability to troubleshoot, diagnose, and complete software Incident and Problem issues.
• Ability to work with vendors in support of hardware warranty administration and support.
• Ability to delegate effectively to plan and direct the work of subordinates while maintaining a spirit of teamwork and positive working relationships.
• Demonstrated customer service experience requiring a very high level of diplomacy and professionalism.
• Ability to use tact and diplomacy to effectively handle a broad range of high level and sensitive interpersonal situations with diverse personalities, and to respond appropriately to conflicts and problems.
• Ability to initiate, establish, and foster communication and teamwork by maintaining a positive, cooperative, productive work atmosphere in the University with the ability to establish and maintain effective working relationships within a diverse population and with those from various cultural backgrounds.
• Excellent communication skills; ability to effectively communicate information in a clear and understandable manner, both verbally and in writing.
• Thorough knowledge of English grammar, spelling and punctuation.
• Ability to interpret, communicate and apply policies and procedures.
• Ability to maintain a high degree of confidentiality.
• Excellent organizational and time management skills with the ability to set own priorities to coordinate multiple assignments with fluctuating and time-sensitive deadlines.
• Excellent computer skills and competence with a variety of computer applications including word-processing, spreadsheets, databases, on-line systems, Internet as well as online calendaring and email.
• Working knowledge of or ability to quickly learn University infrastructure.
• Possesses a customer-oriented and service-centered attitude.

PREFERRED QUALIFICATIONS:

• One (1) year leading application administrators in a higher education environment.
• One (1) year experience managing IT or related team(s).
• ITIL/ITSM Foundation certification and/or PMP certifications.
• Experience leading a support services team using ServiceNow, software evaluation and purchasing in a higher education environment.
• Successful experience leading teams in a unionized environment.
• Demonstrated skills in an institutional/educational environment.
• Experience with Audio/Visual equipment.
• Experience supporting large scale, multi-OS, desktop environments.
• Proven experience with academic research in higher education.

PHYSICAL DEMANDS: MEDIUM WORK – up to 40% of the activities involve sitting, standing, squatting, kneeling or walking; lifting heavy weight objects limited to 50 pounds; may involve pushing and pulling objects within the weight limits.

ENVIRONMENTAL FACTORS:

SPECIAL CONDITIONS:

SCREENING: Only those applicants possessing experience most directly related to the immediate needs of the office will be invited to appear before a Qualifications Appraisal Board for the purpose of appraising training, experience, and interest in the position.

BACKGROUND CHECK: Satisfactory completion of a background check (including a criminal records check) is required for employment. CSU will make a conditional offer of employment, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current CSU employee who was conditionally offered the position.

SENSITIVE POSITION: Sensitive positions are designated by the CSU as requiring heightened scrutiny of individuals holding the position, based on potential for harm to children, concerns for the safety and security of the people, animals, or property, or heightened risk of financial loss to the CSU or individuals in the university community.

MANDATED REPORTER: Limited: The person holding this position is considered a limited mandated reporter under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set forth in CSU Executive Order 1083, revised July 21, 2017.

CONFLICT OF INTEREST: A "designated position" in the CSU's Conflict of Interest Code. The successful candidate accepting this position is required to file Conflict of Interest forms subject to the regulations of the Fair Political Practices Commission.

GENERAL INFORMATION: It is the policy of California State University, Bakersfield to hire only United States citizens and aliens lawfully authorized to work in the United States. All new employees will be required to present documentation verifying their right to accept employment. You will also be requested to present a social security card at the time of initial appointment in compliance with state payroll regulations. State regulations require that every state employee sign the Oath of Allegiance prior to commencing the duties of his/her State employment, except legally employed non-citizens. These individuals are required to sign the Declaration of Permission to Work.

EEO STATEMENT: California State University, Bakersfield is committed to Equal Employment Opportunity. Applicants will be considered without regard to gender, race, age, color, religion, national origin, sexual orientation, genetic information, marital status, disability or covered veteran status.



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