Information Technology Service Center Manager

Posting Details



Job # 037865 Department Code 20702-6027 Department Information Technology Services Job Title Information Technology Service Center Manager Location Syracuse, NY Pay Range Commensurate with Experience Staff Level S6 FLSA Status Exempt Hours
Standard University business hours

8:30am – 5:00pm (academic year)

8:00am – 4:30pm (summer)

Hours may vary based on operational needs. Job Type Full-time Campus Syracuse, NY Unionized Position Code Not Applicable Job Description
Information Technology Services ( ITS ) at Syracuse University seeks applicants for a Service Center Manager. The position leads a team of 10 full-time staff members and several student employees who provide responsive technical support to students, faculty, and staff. The Service Center team responds to more than 30,000 support tickets annually. The role includes the management, monitoring, tracking and working with help desk staff to facilitate all help desk functions and services.

The Service Center Manager provides weekly and monthly reports on service request volume, type, and response rate. The manager also monitors the incident tracking system to ensure all student, faculty and staff incidents/requests are being responded to in a timely manner. Additionally, the role plans and manages Syracuse Welcome for ITS at the beginning of each semester, ensuring new and returning students are properly connected to technologies at the university. The position also provides leadership to ITS and the larger campus around user support issues, including the participation on a variety of committees and projects. Qualifications

• Bachelor’s degree in Information Science/Management, Math or related with preference given to someone holding a Master’’ degree with business emphasis ( MBA, Information Management).
• Five (5) plus years of relevant professional managerial experience.
• One (1) plus years of experience in leading teams through providing experiential learning and recreation technologies used in residence halls, leading help desk/service organizations, and leading supervisors with multiple direct reports.
• Three (3) plus years of experience with multiple technical environments including Windows, MacOS, iOS, Andriod, and practical knowledge of mainstream educational and collaboration software applications.
• Three (3) plus years of experience with various technologies, hardware, and applications, including desktops, laptops, wireless devices (e.g., wireless laptops, phones, tablets, student response systems, adaptive technologies, etc.); and using interactive software and hardware in the classroom and collaborative laboratory environments.
• Basic understanding of common end-user security mechanisms. authentication systems (Shibboleth), academic technologies including LMS systems (Blackboard), web conferencing systems (Zoom), lecture capture, and multimedia production, and streaming media (Kaltura).

Job Specific Qualifications

• Ability to articulate a vision for the future of the Service Centers teams and their respective portfolio.
• Ability to work collaboratively with diverse staff and constituents; excellent customer service skills and ability to build strong customer relationships, solid problem solving skills, and ability to coordinate projects and activities to completion; including planning, reporting, budgeting, delivery, and cost tracking.
• Advanced project and people management skills.
• Ability to problem solve and quickly adjust plans according to customers’ needs.
• Outstanding communication and facilitation skills, both oral and written, in large and small groups settings.
• Understanding of and alignment with university and departmental strategic plans as they fit into the greater Fast Forward initiative.
• Knowledge of IT accessibility, universal design, and user interactive technologies and techniques preferred.
• Knowledge of Atlassian Suite ( JIRA, Confluence) preferred.
• Familiarity with Blackboard, Zoom, Kaltura, and WordPress preferred.

Responsibilities

• Manage enhanced residence-based IT support, TV, Gaming, and collaboration technologies used by our students and increase use of online technologies for learning, research, creative inquiry, and presentation.
• Provides strategic direction and leadership to ensure the University’s students, faculty and staff can fully leverage the University’s network, communications, and computing infrastructure in pursuit of academic excellence and social development.
• Provides strategic direction and leadership to ensure the University’s students, faculty, and staff can fully leverage the University’s network, communications, and computing infrastructure in pursuit of academic excellence and social development.
• Manage the University’s central IT Help Desk including Classroom support and Academic Computing Services utilized by students, faculty and staff. Supported services include, but are not limited to, password resets, residential student IT support, campus wireless, student e-mail, Blackboard, and MySlice.

Physical Requirements
Not Applicable Tools/Equipment
Not Applicable Application Instructions
In addition to completing an online application, please attach a resume and cover letter. About Syracuse University
Syracuse University is a private, international research university with distinctive academics, diversely unique offerings and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and nearly 150 years of history, Syracuse University offers a quintessential college experience.

The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors and 100 minors offered through 13 schools and colleges; nearly 15,000 undergraduates and 5,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit www.syracuse.edu. About the Syracuse area
Syracuse is a medium-sized city situated in the geographic center of New York State approximately 250 miles northwest of New York City. The metro-area population totals approximately 500,000. The area offers a low cost of living and provides many social, cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues. Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie Canal. EEOC
Syracuse University is an equal-opportunity, affirmative-action institution. The University prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in University programs, services, and activities. Commitment to Supporting and Hiring Veterans
Syracuse University has a long history of engaging veterans and the military-connected community through its educational programs, community outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and those veterans literally transformed Syracuse University into the national research institution it is today. The University’s contemporary commitment to veterans builds on this historical legacy, and extends to both class-leading initiatives focused on making an SU degree accessible and affordable to the post-9/11 generation of veterans, and also programs designed to position Syracuse University as the employer of choice for military veterans, members of the Guard and Reserve, and military family members. Commitment to a Diverse and Inclusive Campus Community
Syracuse University maintains an inclusive learning environment in which students, faculty, administrators, staff, curriculum, social activities, governance, and all other aspects of campus life reflect a diverse, multi-cultural, and international worldview. The University community recognizes and values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to understand, live among, appreciate, and work in an inherently diverse country and world made up of people with different ethnic and racial backgrounds, military backgrounds, religious beliefs, socio-economic status, cultural traditions, abilities, sexual orientations and gender identities. To do so, we commit ourselves to promoting a community that celebrates and models the principles of diversity and inclusivity. Quick Link https://www.sujobopps.com/postings/90333 Job Posting Date 12/10/2021 Application Deadline Full Consideration By Job Category Staff Message to Applicants