Mgr, Customer Technology Svs, IIE

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

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The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities:

ESSENTIAL FUNCTIONS

• Provides direction and supervision for technical support staff to ensure timely response to problems and quality services. Allocates and assigns personnel and technical resources to meet departmental and organizational needs. Recruits, schedules, and evaluates personnel.
• Oversees and coordinates comprehensive customer service support for all IT clients, including supporting varied student IT needs and the lifecycle management of approximately 400 PCs (public/lab and staff). This includes the management of mobile device deployment, configuration, and troubleshooting.
• Actively participates in and provides hands-on support for IT projects, including direct involvement in PC maintenance, deployment, and system/server maintenance tasks as needed.
• Provides analysis and technical expertise required to support the implementation of enterprise-wide information systems, new business initiatives, and mobile technology solutions. Prepares analyses and presents recommendations to IT management.
• Establishes and implements procedures regarding system access. Coordinates the issuance of new user sign-on codes and passwords for various systems. Consults with and provides guidance to customers on hardware, software, networking, and mobile device requirements.
• Identifies new technologies, methodologies, and applications to resolve issues and meet the growing demands for information technology, access, and support, including advancements in mobile device management. Participates in the design and coordination of organization-wide strategy for information initiatives.

MINIMUM EDUCATION & EXPERIENCE

• Bachelor's degree and 5 years of related experience required
• Or equivalent combination of education and experience
• 1 year of experience in a leadership or supervisory capacity preferred

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to demonstrate objectivity, sensitivity and a balanced perspective regarding employee concerns and organizational issues required
• Strong communication skills with the ability to create clear, concise and prompt communications, remain patient and calm and manage customer expectations required
• Exceptional customer service skills and ability to respond appropriately to environment and audience. Ability to diffuse difficult situations required
• Strong follow-through skills with ability to manage multiple initiatives simultaneously required
• Ability to contribute both individually and provide technical leadership as part of a team required
• Ability to interact with all levels of staff, as appropriate, to communicate, and to process communications from others on technical change required
• Strong problem-solving skills required
• Ability to travel between work sites required
• Flexibility to work shifts necessary to accommodate 24/7/365 coverage requirements, which may include nights, weekends and holidays required
• Knowledge of project management principles and ability to handle competing priorities preferred
• Advanced level of PC and Windows experience and understanding and a basic understanding of networks, LAN's, WAN's, TCP/IP, etc. preferred
• Experience managing or overseeing staff responsible for server administration (virtual environments), Active Directory account management, and IT help desk operations preferred
• Demonstrated experience with Mobile Device Management (MDM) platforms, specifically JAMF, for the deployment, configuration, and lifecycle management of iOS devices, particularly student iPads preferred
• Proven hands-on experience with PC maintenance, deployment, and basic system/server administration tasks preferred

The University of Rochester is committed to fostering, cultivating, and preserving an inclusive and welcoming culture to advance the University’s Mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion, creed, sex, sexual orientation, citizenship status, or any other characteristic protected by federal, state, or local law (Protected Characteristics). This commitment extends to non-discrimination in the administration of our policies, admissions, employment, access, and recruitment of candidates, for all persons consistent with our values and based on applicable law.