Manager, LindEngage Operations

Employer
Lindenwood University
Location
Missouri, United States
Salary
Salary Not Specified
Posted date
Nov 30, 2021

View more

Position Type
Administrative, Business & Administrative Affairs, Computer Services & Information Technology, Other Business & Administrative Affairs, Technology Administration/Other, Auxiliary Services, Chief Technology & Information Officers
Employment Type
Full Time
Welcome to Career Opportunities at Lindenwood University. PLEASE READ: For all applications, please include your resume and cover letter. You may skip the “Quick Apply” page by simply clicking “Next” at the bottom of the page. When you arrive at the “Experience” page, you may upload all desired documents using the upload box labeled “Resume/CV.” This is the appropriate box to upload all documents. If you are a current or prospective student applying for a student employee position, please use your student email address in the email field on the application.

JOB TITLE SUMMARY

Job Title: Manager, LindEngage Operations

Division: LindEngage

Evaluation Group: Staff

FLSA Status: Exempt

Reports To: General Manager, LindEngage

Positions Supervised: Manager, Networking Services; Manager, LindEngage Help Desk; Manager, Cybersecurity; Manager, Apprentice Center

Job Summary

This is an exciting opportunity for an experienced information technology professional to help start an innovative for-profit IT services business within Lindenwood University. LindEngage will create partnerships with the business community and provide real experience to Lindenwood University students. A successful candidate will have the opportunity to grow this program alongside the General Manager of LindEngage.

The LindEngage operations manager oversees and directs the day-to-day activities of the LindEngage Services Center, ensuring that processes, services, and infrastructure work reliably and securely. This role also assures that external partner and customer service level agreements and other metrics are met.

Essential Job Functions and Performance Indicators

The intent of this job description is to provide a representation of the types of duties and level of responsibility that will be required of positions given this title. This job description shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.

Job Responsibilities and Execution
  • Plans, organizes, and manages staff and overall operations to ensure stability of customers’ infrastructures
  • Provides overall expertise for all operations functions
  • Defines, implements, and enforces necessary policies and practices
  • Manages operational budget and capital expenditures
  • Works with strategic partners to incorporate and revise offered services; makes recommendations for new services; manages all related partner operational expectations
  • Handles escalations and manages support from different levels
  • Ensures adherence to operational metrics
  • Oversees tools, systems, and procedures to ensure dynamic management of issues and customer relations
  • Ensures all members of assigned technical teams are effectively utilized
  • Evaluates team’s technical skills and ensures appropriate level of expertise
  • Ensures continual process improvement regarding routine administrative tasks and the automation of technical tasks and reporting
  • Establishes long- and short-term strategic goals based on assessment data, ensuring standards for the department and its field are met or exceeded
  • Aligns division/department purpose and actions with University initiatives and higher education trends
  • Recruits, interviews, recommends, welcomes, observes, and monitors performance of new employees
  • Sets clear performance expectations and holds employees accountable
  • Conducts thorough and timely performance evaluations based on evidence, observation, and feedback
Service Excellence
  • Supports the mission of the University and serves as an ambassador of the Q2 culture of service excellence
  • Models, supports, and holds others accountable to the University’s values – integrity, dedication, excellence, creativity, and teamwork
Communication, Teamwork, and Collaboration
  • Provides procedural training to staff
  • Utilizes effective strategies to build collaboration for maximum execution
  • Adapts and modifies leadership based on new information and/or data; works to unite people toward new direction as needed
Job may require other duties as assigned.

Required Qualifications – An equivalent combination of education, training, and experience will be considered. Additional requirements may be designated by position.
  • Bachelor’s degree in IT, computer science, or management information systems
  • Master’s degree preferred
  • Minimum five years’ management experience
  • Completion of vaccination status survey and proof of COVID-19 vaccination or a negative COVID-19 test within 72 hours of hire.
Knowledge, Skills, and Abilities – May be representative, but not all inclusive, of the knowledge, skills, and abilities necessary to perform this job competently.
  • Demonstrated ability to work effectively with individuals from diverse communities and cultures
  • Experience in IT field
  • Experience with for-profit IT services business modeling
  • Strong foundational knowledge of technology and IT operations
  • Demonstrated history of successfully leading teams
  • Excellent skills in developing processes and procedures for clients and in-house teams
  • Excellent verbal and written communication skills
  • Excellent presentation skills
  • Ability to interact with clients in a professional, articulate manner
Work Environment – Environmental or atmospheric conditions commonly associated with the performance of this job’s functions.
  • General office setting
  • Occasional second shift call support required
Physical Abilities – The physical demands described below are representative of those that must be met by an employee to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • Ability to work effectively at a computer for up to eight hours daily
  • Ability to sit for extended periods of time
  • Ability to walk moderate distances between campus buildings in all weather conditions
  • Ability to stand, reach, and stoop
  • Ability to grasp, lift, or carry IT hardware and other equipment up to 50 pounds
  • Regular attendance is a necessary and essential function
Equal Opportunity Employer

Lindenwood University is an Equal Opportunity employer. The University complies with appropriate federal, state, and local laws and provides equal employment opportunities and access to educational programs without regard to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected status to all qualified applicants and employees. Lindenwood University is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free educational work environment.

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