Technology Services Assistant Manager - Technology Services Manager

Angelo State University

San Angelo, TX

ID: 7115909
Posted: November 11, 2022
Application Deadline: Open Until Filled

Job Description

Job Summary/Description
Assist with leading, managing and developing a team that provides support for campus technology services. Coordinates the implementation of new technology projects with users and other IT team members. Focuses on availability and customer communication within an environment that is available 24/7/365 with low tolerance for downtime. Collaborates with the entire IT team to evaluate/adjust support processes to enhance overall service. Leads the implementation of technology projects with users and other IT team members ensuring successful completion of projects through management of time, scope and cost. Supervisory responsibilities include, but are not limited to hiring, training/mentoring employees and student workers, evaluating employee performance, setting work priorities or schedules and monitoring work progress.
Typical Duties/Job Duties
Assist in management of a team of professionals that provide technical support for the delivery of technology services in an environment that is available 24/7/365 with low tolerance for downtime.
Analyze operational, application, network problems presented by university faculty, staff and students.
Develop, implement, and maintain processes and procedures for technology services.
Coordinates communication to the campus regarding technology service interruptions, both planned and unplanned as well as new technology services that are made available.
Analyze operational, application and technology problems presented by university faculty, staff and students and adjust processes and procedures as needed.
Lead technology projects as a part of a cross-functional team, leveraging IT project management methodologies ensuring successful completion of projects through management of time, cost and scope.
Continually work to expand upon and improve the efficiency and accuracy of all metrics, reporting process and procedures and help to implement new strategies a for the campus.
Leverages common software tools (i.e. ticketing and project management software) to follow time tracking processes, request, incident, change, configuration and project management.
Provide updates to associated tickets and projects to keep both customers and team members informed of current status or progress.
Assist with team responsibility of queue management and ensure tickets are resolved accurately, timely and according to priority.
Collaborate with the Information Security Team to ensure security policies and standards are followed and enforced.
Work in partnership with other IT team members and campus officials to ensure execution of disaster recovery and business continuity testing.
Provide guidance regarding emerging standards and participate in technical decisions regarding usage patterns, architecture and best practices.
Manages documenting and maintaining technology services information, logs and related documentation.
Perform other duties as assigned.
Knowledge, Skills and Abilities
Knowledge of leadership, development, and motivation of a technical team.
Knowledge of information security best practices and implementation of security procedures.
Knowledge of managing a 24 × 7 operational environment with a low tolerance for downtime.
Knowledge of ITIL framework.
Knowledge of applicable University rules, regulations, policies, and procedures.
Skilled in engaging and motivating employees toward commitment to the mission of Angelo State University.
Skilled in interpersonal relations and project management;
Skilled in expressing technical terminology in a manner that makes it understandable to end users with a variety of technical and nontechnical backgrounds.
Skilled in communication and good listening skills with the ability to adjust message & medium depending on audience;
Ability to communicate effectively with users and others contacted in the course of work.
Ability to work under pressure in a fast-paced, high-availability environment and adapt to change in procedures and priorities.
Ability to lead planning, coordination, implementation, integration, documentation, and testing for complex technical projects;
Develops and implements programs for improving application services.
Ability to research new technologies; ability to learn new technologies and determine how they would apply in the university environment.
Ability to factor in a broad range of variables from a number of specialized technology areas to develop an appropriate technology solution.
Ability to effectively analyze situations and develop suitable solutions.
Ability to work under pressure in a fast-paced environment and adapt to change in procedures and priorities.
Ability to be self-motivated, work well either independently or as part of a team and capable of balancing multiple projects.
Minimum Qualifications
Bachelor’s degree in Computer Science, M.I.S. or related field required plus three (3) years experience in the management and support of a networked desktop/application environment and delivery of technology services.
Additional experience in the management and support of a networked desktop/application technology environment and delivery of technology services may substitute for the Bachelor’s degree on a year for year basis.
Strong project management, leadership and interpersonal skills are required.